Sr Manager Resume Dulles, VA - Hire IT People

SUMMARY:

Center Leader with a history of managing small and large scale outages from initial notification to resolution.
Communication Liaison between technical teams and executive leadership.
Skilled Negotiator with a reputation for structured vendor management.
Experienced leader with year over year success at building top - performing teams focused on service and departmental goals.

EXPERITSE AREA:

TECHNICAL SKILLS: ·

PROFESSIONAL EXPERIENCE:

Sr Manager

Confidential, Dulles, VA

Responsibilities:

Implemented and directed the process for expanding the Swisscom footprint across the Americas and Caribbean.
Created and enforced strict and cost effective handoffs between Sales, Solutions Engineering, Logistics, Engineering, and NOC support.
Directly responsible for Engineering and NOC Support teams and their efficiency therein. Engaged with multiple hotel brands to build support models for outstanding service.
Created an effective process for ease of aftermarket sales, delivery and support. Accountable for a portfolio of over 4,000 hotels, providing LAN, WAN and in room services to hotel guests.
Expanded NOC coverage to include onsite weekend and overnight support
Restructured the Swisscom US team workflow to allow for a 500% increase in on-boarding and installation of new hotel networks

Confidential

Center (NOC) Mgr, Frederick

Responsibilities:

Average 83% employee satisfaction in yearly associate opinion survey
Revamped operations processes using the ITIL framework, resulting in a 58% drop in the average number of critical incidents per month
Improved partnerships and productivity with vendors through the use of scorecards
Created an on-boarding system for new associates to promote a more solid learning foundation
Instrumental in aligning IT Operations with the ITIL infrastructure
KPI/Scorecard Reporting

Technical Lead

Confidential

Responsibilities:

Responsibilities included teamwork maintaining the wide area network connection to approximately 2800 hotels and properties; maintaining the local area network connection for corporate buildings; repair, install, and make modifications to network devices such as: Cisco/HP switches, Cisco routers, hubs, CSU/DSU, and company computers at any Marriott hotel, property, or corporate building.
· Large scale group effort to upgrade LAN infrastructure of all hotels and properties
· Upgrade Contact Center LAN infrastructure in carefully coordinated outage windows
· Migrate to an updated UNIX based platform, failover testing of network design
· Migrate hotels and properties from frame relay to VPN