During my role over here, I spearheaded and managed customer service needs and promoted Avaya services for top clients, including State of New Jersey, ADT Security, Sentara Healthcare, NYC Transit, Time Inc., Turner Broadcasting, and Horizon Blue Cross Blue Shield. Moreover, I served as a primary point of contact for customers, providing round-the-clock availability for prompt resolution of critical service issues. In addition to this, I created a global internal executive notification tool for Avaya. Demonstrated exceptional performance across diverse markets, including Government, Healthcare, and Enterprise. Furthermore, I initialized Email Executive Escalation Process, a user-friendly template used to notify Avaya executives of potential customer escalations, standardizing internal escalation procedure for all Service Delivery Managers globally. It was me, who delivered strategic input in overall organizational development while serving as a senior member of Escalation Process Team.Some of my key contributions during this tenure include:• Identified suitable resources, coordinated efforts across various Avaya groups, prioritized operations, and provided regular status updates to support critical service escalations.• Consistently surpassed performance expectations and achieved goals in performance reviews.• Formulated upgrade plans for outdated equipment, generating new sales and forging positive customer experience for Avaya.• Researched and documented obscure escalation processes to streamline resolution paths for customer issues.

• Oversaw customer support operations for an emergency notification software application catering to business continuity needs of over 250 prominent corporations and government agencies.• Strengthened support team's capabilities, ensuring seamless implementation and day-to-day assistance for over 250 accounts.• Fostered robust relationships and provided ongoing end-user consultations to ensure optimal satisfaction.• Conducted comprehensive analysis of customer usage patterns to identify areas for improving application effectiveness. • Documented and communicated key findings to development team for future product enhancements.• Developed and optimized standardized operating procedures, user guides, and application manuals for customer support team.• Authored informative Customer Support Bulletins to proactively notify customers about new features and enhanced functionality.

Operations Manager – Data Maintenance Services & Customer Support • Managed a team of 14 Tier-III Engineers, 16 Tier-II Technicians, and 2 Service Managers, overseeing end-user support for Avaya's data and voice products, after being retained by Avaya following acquisition of VP Net Technologies.

Director – Network Operations• Spearheaded management of a 12-member team, overseeing design, administration, and support of VPN security products.• Led team development initiatives to enhance productivity and foster a high-performing work environment.• Addressed customer escalations, ensuring optimal satisfaction and maintaining strong client relationships.• Utilized statistical metrics to conduct trend analysis, facilitating informed decision-making and strategic planning.• Played a key role in forecasting future needs and requirements to ensure efficient resource allocation and budget planning.

Founding Member & Director – Network Operations• Established and led partnerships while creating and operating a thriving entrepreneurial networking firm, ultimately selling at a profitable valuation to VP Net Technologies, a successful start-up specializing in VPN applications.

Managed the Empire Net Control Center operations, including vendor relationship with Verizon and contractual relationship with New York State Office of General Services.