Cisco Gold Partner with Practices in VoIP, Security, WLAN, and Switching & Routing.Provided leadership and direction to the Services Delivery Team, constantly maintaining a focus on Customer Satisfaction. Managed staff scheduling and training in support of a 24x7x365 Help Desk and NOC located in Mt Laurel, NJ. Performed monthly analysis of the effectiveness of the Service Delivery Team in meeting the Customer's expectations, with results showing better than 98% attainment of all SLA's over the past 12 months. Analyzed the profitability of all Service Delivery activities, with results showing net profitability averaged 28% of the total billing. Evaluated and reported on the effectiveness of the Help Desk in promptly answering customer calls, with results attained showing better than 99% of all calls answered within 30 seconds.Tracked the billable utilization of the Professional Services staff over the past 12 month period, with results showing 62% of total available engineering hours produced revenue.

Managed a 24x7x365 multi-vendor, multi-location Technical Assistance Center (TAC) and Network Operations Center (NOC) with a staff of 15 Network Engineers and 12 Analysts. Provided pre-sales technical support for potential customers, crafted Statement of Work (SOW) for new opportunities, and managed the vendor partnerships with Cisco, Microsoft, Nortel, 3COM, and Check Point as well as the engineering training to maintain the vendor certifications. ·Led Project Management for the implementation of a Tele-Commuter program for INTEL’s developers, resulting in the completion of the Project ahead of schedule and below budget. ·Defined and implemented the corporate approach toward delivery of support for networking customers, resulting in increased sales. ·Performed Project Lead role to define and implement a “Virtual Call Center” in National Tech Support, resulting in less office space required in headquarters. ·Developed and managed operational budgets (personnel and capital equipment), resulting in completing each fiscal year under budget

Responsible for a staff of 7 direct reports providing phone support for North American-based customers, salesmen, resellers, and field engineers. Managed the escalation of equipment problems to engineering for resolution. Provided second and third level support (on-site if necessary) for Gandalf's line of LAN/WAN Internetworking products and legacy Infotron Statistical Multiplexors. Managed the service delivery for major Gandalf customers such as Lotus and Intel. Developed and implemented escalation procedures, travel policies, and a new Field Service Call Tracking System.

Provided second level phone support on Gandalf’s line of LAN/WAN Internetworking products and legacy Infotron Statistical Multiplexors. Dispatch field engineer as required to resolve the problem. Provided on-site third level support as required. Worked with Engineering to resolve customer problems escalated from the field.

Responsible for a staff of 15 Test Engineers and Technicians. Interfaced with Engineering on the design of new products. Developed and implemented the Test Philosophy for the Manufacturing Test Department. Developed and administered a Design for Testability. Performed Cost Justifications and Return On Investments (ROI) for the purchase of Automated Test Equipment. Instrumental in the successful integration of an Infotron acquisition (Licom).