SUMMARY:

• Network Operations Manager with diversified experience and demonstrated expertise building and maintaining Network Operation Centers, Managing tiered operations, providing technical support, and developing innovative solutions to complex problems.
• Proven project management experience; combining expertise in strategic planning, quality control, and organizational leadership with strong qualifications in standardized process design and development.
• Strong background building solid working relationships with technical teams and senior management; establish positive relationships improving teamwork and cohesiveness across diverse Operations teams, Provisioning and Sales.
• Built a solid career and outstanding reputation for providing sound leadership and innovative solutions while advancing through positions of increased responsibility.
• To contribute to a fast growing organization in a managerial role by developing and leading high caliber technology teams providing Network Engineering, Operational Improvement, Customer Support and Sales Support.
• To implement Information Technology solutions focused on optimizing performance, scalability and customer satisfaction while increasing profitability.

TECHNICAL AND MANAGEMENT STRENGTHS:

• Project Management
• Technical infrastructure
• Team Training & Development
• Network Operations & Reliability
• Fault Management Initiatives
• Troubleshooting & Problem Resolution
• Process Improvements
• Relationship Management
• Team Building & Leadership

TECHNOLOGY

• Sun Microsystems sunfire 20z; sunblade server, sun netra
• HP UX server
• Nortel CSG/CVX1800, Lucent ICD Softswitch
• Mini 3b2, IBM/PC 90
• Modem DataphoneII, Racial Milgo, GDC, AT&T Para - dyne
• Muxs AT&T 740 & 745 & 719,GDC MegaPlus, Time-plexor T-Series, Lucent ICD Softswitch, TNT, Nortel
• CSG/CVX1800
• Routers Cisco / Juniper T Core router 4000 series
• Big IP - F5 global load balance
• Netscaler, Adtran TA 9XX and NV Series, Cisco IAD, Cisco AS54xx, SanSay, Cepar Point
• Protocol Converter IBM 3708,PCI, AT&T 6500,and IBM 3174
• Monitor-Tester Halcyon 802 & 702a,Digilog 400, Hewlett Packard Line Tester, Break-Out Box,
• Telenex Autoscope
• Linux/Unix, Microsoft, SQL, Oracle, HP-UX; Solaris x, XLM, PC-Software, Citrix, Net-view, Netmaster Codes: ASIII, EBCDIC, BISYNC, TCP-IP
• LAN/WAN Fast Ethernet, gigabit interface
• LAN MONITOR Netview 6000, Lan Manager, Lan Network Manager. Hewlett Packard OpenView, AdlexOrion (Solarwinds)

PROFESSIONAL EXPERIENCE:

Confidential, Boston, MA

AVP Network Operations Manager

Responsibilities:

• Exceed ninety five percent threshold with consistency in meeting customer specific Service Level Agreements
• Managed Network Operations, Professional Services and Information Technologies functions VOIP products, Security, MPLS, BGP, OSPF and staff
• Hired and developed staff utilizing on - boarding off-boarding principals to ensure proper staff development
• Clearly defined Tiered management principles for Tier1 and Tier2 advancement.
• Obtained and deployed monitoring principles and toolset utilizing Netcool.
• Completed and instituted interactive knowledge based internal website increasing staff efficiency
• Obtained and measured staff consistency via ISM ticketing system
• Oversee weekly/daily staff meeting and reviewed goals accomplished, action plans and problem resolution
• Oversee implementation with correct configuration including firewall policies
• Coordinated deployment of proprietary software within specified departmental maintenance window
• Restructured vendor relationships into partnerships and instituted processes for consistency
• Key directive provisioning installation customer provided router infrastructure
• Ensured security best practices regarding client firewall configuration
• Oversee monitoring of the data/voice communications network and online systems for potential problems
• Prevented technical operational issues effecting revenue by acting as Managerial escalation contact point

Confidential, Tewksbury, MA

Technical Support

Responsibilities:

• Responsible for ITIL processes and process improvement, created knowledge base.
• Responsible for administering Apache, Tomcat, and IIS web servers running Sun solaris/Windows framework
• Key directive provisioning installation customer specific configurations, coupled with process documentation for Support Team of engineers.
• Demonstrated strong written and verbal communication skills, comfort with presenting to senior executives and C-level staff
• Responsible for troubleshooting issues with HTTP and XML.
• Documented all network-related troubles via Zoho Ticketing system
• Willingness to work off-hours as needed to respond to technical incidents

Confidential, Chelmsford, MA

Senior Engineering contractor

Responsibilities:

• Server Administration for configuration changes, Vaults, Streamers, Caching Gateways, Groomers (BMR, DCM’s) VOD Management.
• OnDemand Senior Engineer/VOD Engineer experienced with administering multiple platforms networks with demonstrated creativity and success.
• VOD (Video on Demand) DNCS, VOD Pumps, Network Management, Harmonic, coordination with Head End engineering.
• Network Operations, Sr. Tier 2/3 Networking/ Application Support, MOTO and SA Set Top Box Testing/Troubleshooting
• Responsible for(Cisco, Harmonic and Motorola) System Administration/Network Architecture, Application Support, Client/End user support internally and externally,
• Implementation Cisco 40g RFG, Harmonic 9000, NSGPro integration, security, and administration.
• Utilization of Spectrum monitoring-system
• Responsible for matrix reporting, Define and manage deployment project phases from ongoing status of project lifecycle for NorthEast region

Confidential, Boston, MA

Director of Network Engineering / Network Operations

Responsibilities:

• Exceed ninety five percent threshold with consistency in meeting customer specific Service Level Agreements
• Built, matured and managed Network Operations, Professional Services and Information Technologies functions during aggressive growth in VOIP products, markets, revenues and staff
• Hired and developed staff utilizing on-boarding off-boarding principals to ensure proper staff development
• Clearly defined Tiered management principles for Tier1 and Tier2 advancement.
• Obtained and deployed monitoring principles and toolset utilizing Solarwinds.
• Completed and instituted interactive knowledge based internal website increasing staff efficiency
• Improved leadership/champion process - Customer relationships interaction with Sales
• Obtained and measured staff consistency via CRM ticketing system
• Oversee weekly/daily staff meeting and reviewed goals accomplished, action plans and problem resolution
• Oversee customer implementation with correct configuration including firewall policies
• Coordinated deployment of proprietary software within specified departmental maintenance window
• Restructured vendor relationships into partnerships and instituted processes for consistency
• Contributed to Company’s Operational Strategic Plan - involvement sale - post sale customer engagement.
• Key directive provisioning installation customer provided router infrastructure
• Ensured security best practices regarding client firewall configuration
• Oversee monitoring of the data/voice communications network and online systems for potential problems
• Prevented technical operational issues effecting revenue by acting as Managerial escalation contact point

Confidential, Tewksbury, MA

Manager Network Operations

Responsibilities:

• Saved company $30K per month per site through Champion virtual software initiative
• Exceeded ninety five percent threshold with consistency in meeting customer specific Service Level Agreements
• Hired and developed staff utilizing interactive internet training
• Completed and instituted interactive knowledge based internal website increasing staff efficiency
• Improved leadership/champion process
• Measured staff consistency via ticketing system
• Oversaw weekly staff meeting and reviewed goals accomplished, action plans and problem resolution
• Coordinated deployment of proprietary software within specified departmental maintenance window
• Restructured vendor relationships into partnerships and instituted processes for consistency
• Contributed to Company’s Operational Strategic Plan
• Key directive utilization of F5 - Big IP load balancing - DNS propagation
• Oversaw monitoring of the data/voice communications network and online systems for potential problems
• Prevented technical operational issues effecting revenue by acting as Managerial escalation contact point

Confidential, Burlington, MA

Consultant

Responsibilities:

• Operations initiated customer satisfaction and department confidence, reversed technical staff attrition while developing tools, practices and measurement metrics
• Initiated and deployed customer notification website
• Instituted software and documentation product release process to improve quality, reliability and repeatability
• Restructured vendor relationships into partnerships, instituted processes for consistency

Confidential, Andover, MA

Director of Network Operations and Engineering

Responsibilities:

• Negotiated Vendor Maintenance Contracts within budget of $1.5 million
• Managed and developed staff of 20 employees, developed tools, best practices and measurement metrics
• Saved $3.2 million monthly by defining and implementing procedures, training and support systems to scale network capacity while driving down costs
• Built, matured and managed Network Operations, Professional Services and Information Technologies functions during aggressive growth in products, markets, revenues and staff
• Network Operations initiated customer satisfaction and department confidence
• Increased support response, cure times and depth of support response, utilizing measured analysis
• Initiated and deployed customer notification website
• Instituted software and documentation product release process to improve quality, reliability and repeatability
• Designed and built world class Network Management Center
• Responsible for design, deployment and operation of 7X24 mission critical, data network, IT infrastructure and support organization
• Developed and implemented disaster contingency plan
• Managed Network Operations Center and Technical Support Engineering
• Utilized 3rd party metrics to report daily/weekly/monthly systems/network SLA compliance
• Insured deployment of proprietary software Lucent/Nortel, upgrades to backend infrastructure
• Built and maintained Network Element Management systems for operational use

Confidential, Lowell, MA

Manager, Operations Center

Responsibilities:

• Managed and developed staff of 30 individuals
• Responsible for daily Operation of Network Operations Center, Response Center, Technical Support and Delivery Services
• Oversaw Monitoring of the data/voice communications network and online systems for potential problems
• Insured deployment of proprietary software
• Acted as Managerial escalation for technical operational issues that effect customer revenue
• Coordinated Operational issues via Clarify Ticketing system
• Responsible for providing the technical expertise required performing extensive diagnosis of data/voice communications problems
• Employed technical expertise and judgment to multiple vendor interactions
• Coordinated the scheduling and timely installation of data/voice communications transmission facilities and equipment
• Documented all network-related troubles via Clarify Ticketing system
• Provided training for less experienced staff members

Confidential, Voorhees, NJ

Systems Designer

Responsibilities:

• Deployed and maintained the corporate infrastructure of Confidential 's Lan/Wan technology to field office locations
• Designed and recommend technological solutions
• Technical advisor design through implementation
• Produced timely deliverables to customers requiring Lan/Wan connectivity