SUMMARY:

• A broadly experienced leader of network services teams with a passion and talent for problem solving. Also, a skilled organizer and collaborator, motivated to solve business problems as well as technical problems. Highly familiar with the challenges of 7x24x365 operations and of high - availability environments, successful methodologies have been honed through experience. The continuous improvement of the customer experience is always the core concern, while weighing the cost vs. value of making changes. Creative and originally developed solutions are the result of an entrepreneurial spirit, coupled with practical business and technical expertise.
• CompetenciesBusiness Environments
• Networks, Systems and Services OperationInternet Service Provider (ISP)
• Operational Capabilities InstantiationEnterprise
• NOC (Network Operations Center)LAN, MAN and WAN Networks
• RFP and Contract Negotiations Service Bureau
• Vendor ManagementStartup Ventures (early through mature)
• Business Unit Creation & EvolutionWell Established Firms
• Budget AdministrationWire Line, Fiber, Wireless & Satellite
• Fault Management & Planned MaintenanceIP, Switched, DWDM & DOCSIS
• Data Center Environmentals (HVAC, power, etc)Statewide, National and Global Scopes

PROFESSIONAL EXPERIENCE:

Confidential, Greenwood Village, CO

Support to the VP of Operations

Responsibilities:

• Developed the initial operational capabilities of CPE Fulfillment, Network Operations Center (NOC), Call Center Switch platform, Subscriber VoIP services, Subscriber Provisioning and Field Support services, in preparation for the September 2009 sales launch.
• Lead several RFP, vender selection and contract finalization processes for the highly outsourced mode of operation at Open Range.
• Coordinated and collaborated with the Rural Utility Service (US Department of Agriculture) to ensure that each operational business function is implemented in compliance with requirements of government provided loans.
• Lead the integration activities associated with the SAP back-office system and the Call Center Switch, NOC, VoIP and CPE Fulfillment provider systems.
• Major: Negotiated and executed a CPE Fulfillment service contract that came in well under budget, with additional discounts available for exceeding volume projections. Multi-million dollars of budget savings are projected over the 5 year contract term.

Confidential, Greenwood Village, CO

Director - Production Operations

Responsibilities:

• Responsible for the 7x24x365 operation and management of all subscriber facing networks, systems and services throughout the national market of 48 states.
• Created and managed the initial business units of NOC, Change Control (planned maintenance), Tier 4 Support (network & systems support engineering), Abuse Mitigation and VIP Customer Support.
• Managed the corporate Data Center facility (physical access, power systems, fire suppression, HVAC and connectivity)
• Lead the development and implementation of NOC surveillance, fault management and event tracking systems.
• Instrumental in the creation and implementation of cross-functional operating processes.
• Managed the daily, 7x24x365 operation of 11 remotely located satellite earth stations, as well as their associated Internet connectivity.
• Lead the integration of the corporate IT and the Production Operations business units.
• Partnered with vendors and internal business units to align Production Operations activities toward enhancing WildBlue’s ability to attract and retain subscribers. In this rapidly evolving business, including explosive subscriber growth rates, flexibility and collaboration were key characteristics of the Production Operations team.
• Major: Created and managed a scalable, adaptable and multi-function operational business unit that successfully supported the Production environment through a growth phase of 0-370,000 subscribers.

Confidential, Englewood, CO

Director - Network Services and IT

Responsibilities:

• Developed the initial business units of Network Operations Center (NOC), Support Engineering and Change Support (planned maintenance), with responsibility for all customer facing networks and provisioning services.
• Managed the corporate IT group, including support and inventory.
• Organized and coordinated the initial turn-up and ongoing administration of HP Openview NNM monitoring system.
• In collaboration with Network Design Engineering and Sales Operations teams, developed and helped execute multiple service agreements to meet customer needs in an operationally supportable fashion (received a ‘Best Sales Support’ for this effort).
• Authored a corporate re-organization plan that when adopted, maintained previous service levels while reducing overall staffing requirements. This was done at a time when cash conservation was a crucial priority for the company.
• Major: Prevented the loss of any customers due to dissatisfaction over network services or support levels.

Confidential, Englewood, CO

Manager - Network Operations Center (NOC)

Responsibilities:

• Created and managed the initial 7x24x365 Network Operations Center (NOC) and Traffic Engineering business units. The scope of responsibility included management of all customer facing data networks, plus management of the local Data Center and remotely located collocation facilities.
• Designed the “showcase” NOC facility and managed its construction.
• Implemented and trained the NetCool surveillance platform for 7x24x365 NOC.
• Provided operational inputs to business plans used to launch the business and the IPO that followed.
• Major: Designed and lead the development of an operational resource system that provided a single, front-end interface to process documentation, knowledge base, contact/escalation data and other materials used by the Operations staff. This system was later adopted and adapted for use by both the enterprise IT and Telecom NOC teams.

Confidential, Denver, CO

Director - Network Engineering and Customer Support

Responsibilities:

• Managed the daily, 7x24x365 operation and support services for all customer facing networks and systems.
• Managed the corporate Data Center and Customer Collocation facilities, as well as 8 remotely located facilities.
• Developed and managed the end-to-end customer support organizations (Customer Contact Center through Technical Architecture) for both the consumer and commercial products.
• Lead the operational integration of 20 small ISP’s that were acquired by Confidential .
• Primary contributor of operational inputs to corporate level budgets, product decisions, master service agreements and capital projects.
• Major: Planned and lead the relocation of the Confidential Data Center and Customer Collocation Facility to a new building. Successfully executed both moves over a single weekend, with minimal disruption to customers.

Confidential, Englewood, CO

Senior Network Technical Analyst

Responsibilities:

• Managed the day-to-day operation of the 7x24x365 Network Coverage team. This team functioned as the final and top level of escalation support for network troubles.
• Primary implementer of scheduled moves, adds and changes.
• Trained and mentored junior technicians.
• Major: Organized and lead the deployment of Apollo’s first TCP/IP network, orchestrated through the Network Coverage team. I received an ‘Outstanding Contribution’ from the President of Apollo at the successful completion of this project.