Director - Technical Customer Service

Managing a 24/7 IT Infrastructure Operations Center.

Provided my first opportunity at management in telecom over the Defects & Chronics group. During this time I have become very comfortable writing and streamlining processes, handling very tough customer calls and escalations, escalating at a high level with vendors, and performance managing employees either positively or negatively. During the year of 2013 I became more involved in taking on side projects, procedures, and working with peers to work on strategic efforts for our overall NOC. During mid-year of 2013 I was given a second team called the Carrier Escalation Desk which assists the NOCs in escalating with other carriers when necessary, as well as coordinating strategic meetings with other carrier for improvement.

Continued expanding my technical ability on a team whose focus is to provide upper tier technical support for multiple groups as needed. On the side the team also worked multiple special projects such as training documents and customer circuit audits. Gained experience working in an on-call rotation.

Technician in a group focused on providing top tier support to top tier IP customers and customers with managed networks. Became familiar with dedicated Infinera long haul networks, as well as local Cisco Cerent and Lucent DMX private networks. Learned some of the basic Cisco & Juniper commands along with some routing basics.