SUMMARY

• Highly driven and successful Manager, with a proven track record and reputation for achieving results in Network Operations and Customer Care.
• Proven ability to lead teams, implement change, exceed targets and drive organizational results.
• Work closely and effectively with internal and external resources and upper management.

PROFESSIONAL EXPERIENCE

Manager, Network Operations

Confidential - Atlanta, GA

Responsibilities:

• Supervised a team of 18 network control specialists on the Mobility MNRC West team covering new processes, procedures, tools and testing functions. The team also provided 24x7 Fault Management Tier 1 support for Mobility transport.
• Participated in outage situations by providing guidance to team members, monitored the progress of restoration and provided clear and concise reports to upper management.
• Responsible for the constant review and improvement of group performance and quality.
• Demonstrated good managerial skills and the ability to manage a diverse group of employees working multiple shifts.
• Defined procedures for surveillance, repair, rearrangement and changes of activity of network equipment.
• Interfaced with field operation, RAN operation and Telco teams to coordinate work activities and resolve any service-related issues. Improved departmental moral through implementation of teaming events, e.g., Employee Appreciation Luncheons, Retirement and Service Anniversary events and Thanksgiving and Christmas Luncheons.

Manager, Customer Service

Confidential - Las Vegas, NV

Responsibilities:

• Performed daily supervision and management of the Customer Specialists providing DSL Tier I support.
• Responsible for overall quality and productivity of team operations.
• Daily tasks included measuring and judging subordinate performance, coaching and counseling subordinates and related administrative tasks.
• Directly engaged with customers to resolve escalated issues.
• Functioned as a liaison between HR and local management team in documenting, processing and managing investigatory & disciplinary investigations.

Associate Project Manager

Confidential - Hoffman Estates, IL

Responsibilities:

• Experienced team leader in managing projects ranging from high to low complexity.
• Proven ability to deliver innovative solutions that fully support corporate growth objectives.
• Accomplished leader proficient Confidential developing and guiding diverse teams to deliver Confidential top performance.
• Competently juggled multiple assignments while maintaining a high emphasis on quality using Express & Express One processes.
• Demonstrated ability to communicate effectively with clients and promote products and services.
• Responsible for managing Local O&WS PMO projects, in addition to internal team projects for the MWOG application team, in the capacity of CAR and Project Manager and frequently serve as back-up to peers with engagement, project management and defect management activities.
• Tasks included working with developers, database analysts, testers and various internal and external resources to ensure project activities were identified and assigned and deliverables were met in an efficient and timely manner for regularly scheduled retail releases, in addition to scheduled wholesale maintenance and tri-annual releases.

Associate Analyst

Confidential - Arlington Heights, IL

Responsibilities:

• Entered Vantive tickets for all BRS application software code changes.
• Ensured all IT groups met project milestones for wholesale maintenance and quarterly release implementation schedules, e.g., system requirements walkthroughs.
• Maintained and communicated BRS release packaging information; coordination of weekly IT status meetings, coordination of BRS application technical walkthroughs and ensured SBC Change Management policies and procedures were communicated and followed.
• Participated with team members in creating new departmental policies and procedures.

Customer Technical Service Engineer/SDMM

Confidential - Arlington Heights, IL

Responsibilities:

• Inter-departmental position title: Senior Data Maintenance Manager (SDMM). As a SDMM, provided technical support for Tier III, ADSL Technical Support team Data Maintenance Managers (DMMs) and assisted Operations Manager and Team Leads in providing technical training to new hire managers, in addition to coaching all managers on new practices and procedures.
• Assisted in analysis and referral of chronic network problems and in the analysis and isolation of urgent network problem.
• Assisted on customer-effecting ADSL infrastructure outages (ATM switch issues, trunking issues, router issues). Liaison to technical support for escalations where assistance was needed and between technical support and the Network Maintenance Center to interpret, train, support and clarify trouble-shooting procedures for better resolution to network problems.
• Provided 24x7 coverage on a rotational basis and lead contact for America Online DSL maintenance related issues.
• Responsible for training staff on trouble shooting processes for AOL DSL end users and creating documentation for team.
• As a Data Maintenance Manager of the ADSL Tier III Technical Support team, identified major network outages and perform escalations while acting as a single point of contact for customers regarding status and resolution of the outage.
• Monitored, evaluated, and updated open trouble reports using a mechanized system to document, track, and maintain problem histories.
• Possessed exceptional customer service skills and strong analytical/troubleshooting skills for problem isolation. Understands basic principles involving WAN network design and has basic knowledge of SNMP based monitoring tools and of TCP/IP.
• Has knowledge of ADSL, DSLAMs, modems, and broadband/WAN based services such as ATM, frame relay, SMDS.