Sprint 1979 - 2009Manager Managed Voice Services Control Center 1999-2009SPRINT- Rochester, NY• Managed 64 Network Technical Specialists and 16 direct reports • Developed Work Delivery, and Work Force Management Measures and Analysis Tools• Subject Matter Expert New Product Quality Process and Support Tools DevelopmentAchievements• Patent granted US 8,015,223 B1 September 6, 2011– “System and Method for the Translation of Telecommunications Trouble Tickets” • Developed Automation Tools and Quality Improvement Processes enabling savings of more than $1,200,000 Subject Matter Expert• Architect of Cable VoIP repair and installation automation support process initiatives• Global Voice Services Training Initiatives Award, Vice President’s Achievement Award, Superior Financial Results AwardNetwork Service Manager 1996-1999SPRINT- Rochester, NYEast Region Control Center Supervisor 1995-1996SPRINT - Atlanta, GASenior Network Technical Engineer 1994-1995SPRINT- Atlanta, GAControl Center Training Supervisor 1993-1994SPRINT- Atlanta, GA

• Managed pre and post sale technical support for Sprint upstate NY Clients such as Eastman Kodak, Xerox, Unilever, and HSBC. Provided RFP technical support, created real time action plans and trouble analysis leading to repair actions for Customer impacted services. Created monthly service performance reviews employing trend analysis and service improvement plans to ensure Sprint services met or beat contractual service performance bogeys.