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PROFESSIONAL PROFILE
* Solutions-oriented professional with over 15 years of experience in Enterprise
Data Networks, Telecommunication, Project Management and IT Support. Strong tec
hnical background.
* Spearheaded project that resulted in a $2 million cost savings to the company,
migrating customers from legacy system to new management system; decommissionin
g of legacy systems.
* Managed and mentored a team of engineers in a 24x7 NOC environment for nationa
l and international enterprise business customers that generated over $22 millio
n in revenue annually for Verizon Business.
* Formulated, created and managed an award winning application that provides for
an objective mid-year and annual performance review process for the entire Mana
gement team.
* Articulate communicator who can fluently speak the languages of both people an
d technology, blending technical expertise with exceptional interpersonal skills
while interacting effectively with customers, sales staff, and technical/engine
ering teams; adept at delivering presentations
* Motivated achiever who exceeds goals and has been promoted regularly.
* Winner of the prestigious Verizon Excellence Award for customer service and pr
oject management.
AREAS OF EXPERTISE
* Operations Management
* Customer Support
* Technical Service Support
* Planning and Execution
* Project Management
* Personnel Management
PROFESSIONAL WORK HISTORY
Verizon Business
Manager - Network Operations April 2004 - January 2010
* Defined and directed business goals, training objectives, and critical support
structure Extensive NOC Management experience in a 24x7 environment. Responsibl
e for managing and supporting engineers in their responsibilities based on busin
ess needs and services.
* Conceptualized, created and managed the ECF (Employee Contribution Factor) pro
ject that helped develop metrics to drive operational excellence for personal an
d team performances. This rating standard was given a best in class rating by th
e TL 9000 auditor. Through the use of ECF method, the center MTTR (Mean-Time-To
-Repair) was reduced overall by an average of 30%.
* Managed team of 12 through new ticketing system development, testing and integ
ration. On this project, oversaw quality assurance, handled end-user questions,
researched and resolved issues.
* Monitored active customer tickets. Accepted escalations from network engineer
s and provided technical direction. Interfaced directly with Service Providers,
Tier 2, upper management, external vendors, and customers to facilitate timely p
roblem resolution.
* Reviewed SLA metrics and developed goals to improve operational efficiency and
customer satisfaction.
* Provided the Managed Customer Base a "World Class" Customer Service Experience
from the NOC.