Well versed in using virtual abilities to assigning daily work, monitor work performance, and guaranteeing meeting/exceeding goal metrics for an Operations teamWorking alongside Product Development, Business Sales, Project Management, Business Construction, Outside Plant Ops, OSP Construction, Field Ops teams - formulating, strategizing, and fine-tuning processes needed for an ever-growing fast past telecom companyIdentifying and addressing process gaps to ensure seamless flow for customer installation, TTU-Business call times, improving tech time at job, and customer down timesManaging the Test and Turn Up Team that supports the MetroNets core and client networks by working with Field Operations personnel and Provisioning to activate and trouble shoot end user servicesEnsuring the TTU-Business team has what it needs to work in a fast paced, team environment. Where paying attention to detail and communication is of utmost importanceDeveloping my TTU- Business Supervisor to ensure that he is growing in his role of team management, team monitoring, and team mentorshipPartner with colleagues to standardize and create processes throughout the NSD and improve workflows and problem resolutionParticipating in and leading multiple virtual daily meetings with senior leadership and my reports to ensure daily and future needs of the company and team are aligned and going accordinglyDeveloping troubleshooting tools and training documents on an internal knowledge base of new services, equipment, and testing procedures to continually develop our employees and increase performanceEnsure guidelines on coaching, discipline, training, and mentoring are standard and consistency amongst the TTU-Business team Timely completion of all required reporting on metrics and data statsWorking in Metasolv, Q-Manager, Adtran, Nokia, Telco Systems equipment, AMS, AOE, and other systems to facilitate job functionsAssigning working shift assignments and on-call

Well versed in using virtual abilities to assigning daily work, monitor work performance, guaranteeing goal metrics, and having 1on1 for 58 direct reportsParticipating in and leading multiple virtual daily meetings with senior leadership and my peers to ensure daily and future needs of the company and team are aligned and going accordinglyHelp develop and ensure guidelines on coaching and discipline are standard and consistency amongst the management team Partner with colleagues to standardize and create processes throughout the NSD and improve workflows and problem resoultionDocumenting individual occurrences via diary entries when employees exceed, meet, or fail expectations in relation to the frontline goals, including attendance and stat metricsTimely completion of all monthly eNPS huddles, team meetings, 1on1’s, and coaching’s Assign and certified users and their equipment for the NSD Work From Home ProgramAct as a SME of network related network health, outages, outage reports, headend reports, trending reports/analysis, and management/operating summariesSupporting preventive and predictive maintenance ensuring work planned goals are achievedIntegrated Network Operation Centers virtual cross functional divisional trainingImplementation of Service Now ticket solution platformHired & trained new personnel Provide support to Head End, Transport, and Engineering’s teams by fielding questions and other requests from the field and participating in regional coordination callsEnsures that established National Service Level Agreements for all processes and procedures are followed at all levelsImplements and maintains monitoring processes for all services, network performance, network maintenance, telecommunications maintenance, facilities management, CMTS’s, and overall network performance/reliabilityProvide feedback and suggest improvements regarding operational and process flaws the NED XOC management team

Leading and coaching employees to success through one on one, team meetings, and action plans; including Career Progression and Employee DevelopmentProvide support to Tech Ops team by fielding questions and other requests from the field and participating in regional coordination callsConsider priorities and necessities as requested for our annual budget review.Documenting individual occurrences via diary entries when employees exceed, meet, or fail to meet expectations in relation to the frontline goals, including attendance and stat metricsMonitor shared inbox and ticket queues, updating and respond appropriatelyProvide feedback and suggest improvements regarding operational and process flaws the NED XOC management teamUtilizing ACE, Above and Beyond, and any new methods to recognize employees that exceed expectationsEnsuring appropriate staffing levels by managing Time off Requests in a timely manner and -reducing overtime expense through efficient schedule managementTimely completion of mid-year and end of year performance evaluationsHired & trained new personnelManage online training for XOC career progression model for employee developmentForge and maintain excellent relationships with all regions, partner groups including SM, NSD, SSD, Plant, ROC, RMG, Care and Head End teamsWork with the Region to develop the VIP monitoring and escalation workflow

Specialize in being the escalation point and first responder in all Network related incidents Analyze and triage all Network alarms via Spectrum, Web-Control, Volcano and IVMS and respond to escalations, ticket, engaging fix agents, send notifications, and set correlationIncident Commander of all Metro E, Cell Back Haul (that are not node related), as well as any other Transport/Cran impacting Fiber Incidents, owning the event to resolution exhibiting Command and Control Responsible for being the escalation point and first responders to Critical Infrastructure and network alarms via Spectrum, video channel alarms via IVMS, VOD alarms via Volcano/GrafanaMonitor for High Call volume from external customers and escalations from internal customers via Teams, email or phone escalationsLiaison between Fix agents, SMEs and Call Centers on product outages across the Beltway Region. Provide support to Technicians in the field performing repairs as well as scheduled maintenanceMonitor shared inbox and ticket queues, updating and respond appropriatelyProvide feedback and suggest improvements regarding operational and process flaws the XOC management teamTrained new personnel

Lead for Advance Technical Support for Comcast Digital Voice, Customer Advisory Group, Helpdesk, and EMR teamManage requests for Comcast Digital Voice telephone serviceMake customer contact to reschedule and collect needed information for complex ordersCompile and complete worklist to correct any pending issuesAssist in placing porting request from other providersAct as Liaison for management, CAE’s, techs, and NOC personnel diagnosing and solving CDV and IP related issuesDiagnose and resolve Hardware/Software connectivity issues as neededVerify and manage Switch databaseSet up voicemail Boxes/ Email accounts, reset voicemail/email passwords, and troubleshoot voicemail issuesWork with on-site Techs to resolve IP, CDV, and network issuesRun, update, and distribute daily reports on outages and network issuesCreated training modules for Comcast Digital Voice processesTrained new IP Support, Advance Technical Support for Comcast Digital Voice and Customer Advisory GroupBack up for CAG & Help Desk teams

Back up to IP Support Help Desk and ATS teamsDiagnose and resolve Hardware/Software connectivity issues with PC/modems/gateways/faxes or phone systemsEnforce Think Customer First policies and techniquesResolve customer high-speed internet issues through problem-solving techniquesEducate and inform customers, utilizing knowledge of products and servicesSuccessfully de-escalated customer objections and thoroughly satisfying customer needs in a proficient mannerSchedule work orders for field tech visitsManaged and exceed all productivity and adherence goals