Alan Parkison Email & Phone Number

Service Management processes with focus on Incident Management, Problem Management, Service Level Management, Change Management, Request Fulfillment, Configuration Management, and attention on Continual Service Improvement for cloud customers.

Vancouver, Washington, United States

• Mentored team of Incident Managers on providing post-sales support for enterprise and Fortune 500 customers. • Provided leadership and supervision to Operations Managers responsible for supporting Cloud Voice, Cloud Compute (IaaS), MPLS, SIP, Hosting, Colocation, Data Center, managed professional services and Unified Communications.• Managed internal & external escalations for strategic, at-risk customers in response to CSAT & NPS scores• Wrote and presented postmortem RFOs and root cause analyses (RCAs) of incidents.• Coordinated with product and engineering for incident response and support with global NOC.• Developed new ServiceNow, Salesforce, and CRM support processes based on ITIL best practices. • ServiceNow Product Owner on Agile Scrum team, managed tickets, stories, and Jira User Acceptance Testing.• Created KPI reports on SD-WAN, SIP, MPLS, Wave, fiber, Cloud Services, Webex, and Cisco UCCE.• Created & maintained corporate Service Assurance process documents and policy library.• Contributed to Request for Proposal (RFPs) and Request for Qualifications (RFQs) for SIP and SaaS services.• Created runbooks, playbooks, onboarding, service desk, and training documents to reduce the number of incidents and downtime, and to drive process improvement.• Lead MTTR, Service Level Adherence, and KPI compliance meetings with internal and external audiences.

Vancouver, Washington, United States

• Met with clients quarterly to discuss service pain points and ensure Service Level Adherence & KPI compliance.• Established a Trusted Advisor relationship for partner channel and assigned strategic customers.• Served as the Single Point of Contact (SPOC) for assigned accounts in a 24/7/365 mission-critical environment.• Collaborated cross-functionally with the Service Delivery, Legal, Sales, NOC, and Engineering teams.• Managed interactions with technical repair/support teams on Cisco UCCX and Mitel MiCloud Connect.• Provided pre-and post- sales support, collaborating with service delivery, engineering, and account executives.• Collaborated with customers and engineers on business continuity and disaster recovery (BCDR) test plans.• Proactively identified concerning service trends & recommended solutions for concerning network issues.• Lead get-well plans, for at-risk customers, collaborating with Acct. Consultants and customer success engineers.• Collaborated with Change Management for customer change requests on service-impacting maintenance events to minimize business interruption.

Vancouver, Washington, United States

• Managed a team of 24 Tier-1 support technicians, including scheduled workforce coverage with 12 direct reports.• Coached local and remote teams to improve troubleshooting and the customer experience.• Set team and individual call handling and performance goals, and conducted regular performance evaluations.• Implemented a new ServiceNow ITIL-based Incident management system with new KPI metrics.• Team member to select, design, implement, and train on the new $2 million SaaS Contact Center solution.• Project Managed the cutover of Interactive Intelligence (Genesys) SaaS for six regional contact centers.

Portland, Oregon, United States

• Managed account health, flagging and escalating at-risk accounts to ensure SLA targets were met• Provided exceptional white-glove level customer service to dedicated and channel partner clients.• Developed Service Improvement Plans to address customer concerns and areas of improvement.• Grew book of business by upselling assigned accounts and driving revenue growth 12% annually.

Portland, Oregon, United States

• Sales of new Mitel and Samsung PBX, voicemail and Contact Center solutions.

Tigrad, Or

• Managed the telecom and helpdesk operations of this $450 million division of a Fortune 500 company.• Defined system requirements, including those specified in Request for Proposals (RFP)s.• Managed and approved all expenditures for carriers, vendors, and equipment providers for offices in six states.• Implemented Remedy incident management program for an 1,800-user PC base.• Successfully project-managed T1/OC3 cutovers on 300+ station PBX, ACD and voicemail.• Managed all voice and data cabling installations, ensuring compliance with all industry standards.• Repaired computers, copiers, and printers at customer premise locations.

Bachelor Of Business Administration (Bba), Telecommunications Management

Associate Of Science - As, Electrical, Electronic And Communications Engineering Technology/Technician