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Telecommunication Supervisor - It Shared Services Resume

Denver, ColoradO

SUMMARY:

  • Focused network career with a 10+ - year record of leadership and success
  • IT professional with the vision to implement technology innovation and upgrades that allow business operations to meet challenging customer requirements.
  • A leader in using metrics and key performance indicators to spot trends and refocus priorities and resources to mitigate negative directions and increase positive movement.
  • Has championed the use of standards to integrate functionality and quality across the company.
  • Excel as a manager, mentoring and coaching subordinates to empower employees to achieve full potential and contribute to the overall s of the team, department, and company.
  • Work well with personnel from diverse backgrounds and at any level; develop positive relationships.

CORE COMPETENCIES:

  • Telecommunication Systems
  • Network Engineering & Implementation
  • Voice / Data Switching Systems
  • Network/IP Infrastructure
  • System Configuration
  • Composable Infrastructure
  • Complex Digital Cross-Connect Systems
  • Project Management
  • Agile Methodology
  • Root-Cause-Analysis
  • Business Continuity
  • Process Optimization
  • Key Performance Indicators (KPI’s)
  • Vendor Management

TECHNICAL PROFICIENCIES:

Platforms: UNIX, Linux, SQL, Windows.

Tools: Microsoft Project, Word, Excel, Outlook, PowerPoint, Visio.

Platforms Technologies: Avaya, Nortel, Ciena, Cisco, Juniper, Verint, Red Sky (911) TCP/IP, Broadband Telephony, SIP / SIP Trunking, Digital Broadcast, DHCP, IPTV, Metro-e/Carrier Ethernet, Hosted Solutions, DNS, Unified Communications, Disaster Recovery Planning, Business Systems Integration.

PROFESSIONAL EXPERIENCE:

Confidential, Denver, Colorado

Telecommunication Supervisor - IT Shared Services

Responsibilities:

  • Recognized as an “Exceptional Manager” by peers and subordinates.
  • Create a positive environment that encourages collaboration. Known for the growth of team members to improve operational skill sets, promoted 3+ to advanced roles within the organization.
  • Chairs Cross-functional IT teams. Continuously works with IT leaders, and business units to identify process gaps.
  • Eliminate 10% of Service Tickets/Requests annually through the eradication of redundant processes and efficiency gaps.
  • Significantly improve Service Level Agreement performance through prioritizing metrics by team members and department; analyzing data, determining trends, and proactively creating action plans to reduce or eliminate negative patterns.
  • Introduced self- service options for internal employees, thereby providing faster resolution by eliminated Service-related tickets of employee requests and increasing job satisfaction of team members to focus on complex needs of the business.

Network Engineer

Confidential

Responsibilities:

  • Served as a network design specialist and top Subject Matter Expert (SME) ensuring the accurate translation of pre-sales design requests into complete network drawings and documentation used throughout the implementation and construction process.
  • Safeguarded the success of significant network infrastructure expansion and augmentation by providing hands-on leadership and mentoring to junior network engineers and service delivery professionals, thus meeting demanding client requests.
  • Drove high levels of collaboration and communications between the division’s business and technology resources, to maintain efficiency and quality in complex, large-scale network operations.
  • Instrumental in the creation and implementation of engineering standards for various carrier Ethernet processes within the company’s national design community, increasing efficiency, and integration nationwide.
  • Developed standards for network drawings, so that accuracy, and clarity were improved.

Engineering Design Specialist

Confidential

Responsibilities:

  • Hired to serve as Lead Project Manager and SME for the development of a new customer call center that would provide ‘white glove’ treatment for regional customers.
  • The center was deployed to be a single point of contact for customer service and support issues that previously required multiple departmental interfaces.
  • Collaborated with senior leadership to define telephony tools and solutions for the call center, resources required, and processes and procedures necessary for success.
  • Provided leadership to service delivery and service assurance teams and coordinated multidisciplinary projects.
  • Improved key customer service and satisfaction metrics such that a 30% reduction in multiple call resolutions occurred along with enthusiastic customer response to the new 24x7 operating model.
  • Crucial leader during the design and launch of Metro-E and SIP (Adtran) voice services for enterprise-class customers.

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