Managed the E2E spare equipment and return/repair solution for North American Network deployments (~15M USD of spare equipment)*Developed spare equipment budget proposals based upon site build forecasts, deployment schedules, bill-of-material information, and anticipated failure rates*Enabled cost effective project support while providing support teams with timely access to business-critical equipment*Established a full-service warehouse management system which infused… Show more Managed the E2E spare equipment and return/repair solution for North American Network deployments (~15M USD of spare equipment)*Developed spare equipment budget proposals based upon site build forecasts, deployment schedules, bill-of-material information, and anticipated failure rates*Enabled cost effective project support while providing support teams with timely access to business-critical equipment*Established a full-service warehouse management system which infused accountability into all logistical transactions associated with project support*Developed detailed reporting of spare equipment and RMA specific ownership*Translated equipment accountability practices into significant project cost avoidance, peaking at upwards of 1M USD cost avoidance per yearPartner and Supplier Management*Reviewed and advised upon support agreements pertaining to contracts with Nokia partners and third-party vendors*Managed contractual compliance through reporting mechanisms and regular partner/supplier meetings*Responsible for reviewing/approving over $700k of annual support costs; spanning multiple programs*Optimized processes specific to RMA and Material handlingWarehouse Management Support*Managed compliance to support contracts and processes*Constructed and deployed ad-hoc warehouse support models*Developed a suite of reports which allowed for proactive decision making*Coordinated with warehouse supplier/partner to ensure local market warehouses maintained the required material for project support*Identified and implemented process improvements associated with ensuring critical material was readily accessible*Developed and communicated the site build-material ordering, RMA, and Spares processes to the Nokia market teams and general contractors Show less

Aligned Global Reporting*Responsible for compiling/analyzing the KPIs and top Operational issues associated with the Americas Region Quality and PerformanceGlobal Quality Management System Compliance*Quality lead in the Americas Region for Global Services Quality Programs (TL 9000 compliance, orange belt certifications, process improvement activities)Global Dashboard Business Reporting*Constructed a consolidated view of global services performance… Show more Aligned Global Reporting*Responsible for compiling/analyzing the KPIs and top Operational issues associated with the Americas Region Quality and PerformanceGlobal Quality Management System Compliance*Quality lead in the Americas Region for Global Services Quality Programs (TL 9000 compliance, orange belt certifications, process improvement activities)Global Dashboard Business Reporting*Constructed a consolidated view of global services performance metrics*Performed drill-path analysis for Management KPI reviews*Defined, developed, and communicated globally aligned metricsPerformance Management Goal Forecasting/Development/Compliance*Goal development for CRM, outage recovery and utilization*Conducted expanded staff meetings in which KPI performance was reviewed, driving actionable items to closureBusiness Reporting Alignment Integration Team – NSN (Services Support Center)*Acted as the Motorola lead for the business reporting transition into NSN*Process and tool change management; specific to key reporting requirementsTL 9000 Champion*Responsible for ensuring the GCC Chicago maintained TL 9000 certification Lead internal point of contact during DEKRA audits*Information Assurance process development/deploymentGlobal Care Center Chicago Business Lead responsible for company integration efforts*Transitioned service request access and documentation from Motorola Networks to the Nokia Siemens Networks customer portal extranet*Maximized value during integration efforts by identifying Operational reporting best practices within the customer portal offering*Minimized customer impact and ensured quality based initiatives were retainedCRM/Clarify Support*Integration Activities: Analyzed and compared the Motorola and NSN CRM systems in preparation for a tool and data migration (processes/tools/metrics)*Developed an End-to-End master process map for the Chicago support center*Acted as Clarify super user and End-to-End process champion Show less

Conducted quarterly Operations Reviews with Customer Management*Developed and reviewed key operational metrics with top issue updates*Managed operational process initiatives Performed data drill-path analysis for key customer accounts*Proactively identified and rectified negative trends*Developed customer dashboards and compiled management summariesProject managed top issues for NA WiMAX customersResponsible for ensuring the CNRC was ready to support new… Show more Conducted quarterly Operations Reviews with Customer Management*Developed and reviewed key operational metrics with top issue updates*Managed operational process initiatives Performed data drill-path analysis for key customer accounts*Proactively identified and rectified negative trends*Developed customer dashboards and compiled management summariesProject managed top issues for NA WiMAX customersResponsible for ensuring the CNRC was ready to support new Wireless customers*Conducted customer “kick-off” meetings*Worked with Account Teams to define the terms of support (SMP agreements) Identified/proposed corrective actions for customer satisfaction issues (surveys) Show less

*Sprint-Nextel’s point of contact for all Motorola CNRC related issues*Chaired monthly Customer meetings with Sprint-Nextel Management*Assisted in the development of an automated Management Dashboard (PowerAnalyzer5)*Global metrics alignment representative for the iDEN CNRC*Global Clarify change request board representative for the iDEN CNRC*Maintained all CNRC Clarify, Metrics, and Customer engagement documentation*Developed Customer Satisfaction goals and… Show more *Sprint-Nextel’s point of contact for all Motorola CNRC related issues*Chaired monthly Customer meetings with Sprint-Nextel Management*Assisted in the development of an automated Management Dashboard (PowerAnalyzer5)*Global metrics alignment representative for the iDEN CNRC*Global Clarify change request board representative for the iDEN CNRC*Maintained all CNRC Clarify, Metrics, and Customer engagement documentation*Developed Customer Satisfaction goals and monitored/reported corresponding results*Conducted Clarify Case Audits: Incident Report compliance (Resolution, Recovery, and Outage Times), *Fix Response Time (HW/SW issues) and data integrity validations Show less

*Managed the iDEN CNRC through two highly successful TL9000 audits*Recipient of KEMA “Best Practice” for documentation structure/organization*Provided Global guidance, documentation and training for the merge of Clarify databases*End-to-End Process champion for the iDEN CNRC (Case adherence audits and training)*Addressed Customer Satisfaction issues utilizing a “Closed Loop” process*Interviewed and assessed incoming Customer Service Desk Representatives*Clarify Database… Show more *Managed the iDEN CNRC through two highly successful TL9000 audits*Recipient of KEMA “Best Practice” for documentation structure/organization*Provided Global guidance, documentation and training for the merge of Clarify databases*End-to-End Process champion for the iDEN CNRC (Case adherence audits and training)*Addressed Customer Satisfaction issues utilizing a “Closed Loop” process*Interviewed and assessed incoming Customer Service Desk Representatives*Clarify Database Super User Show less

*Provided 2nd level troubleshooting support for the iDEN Packet Data Network*Responsible for collecting data and restoring service disruptions in a timely fashion*Coordinated outage restoration efforts with Motorola Development team*Created, applied, and communicated Solutions for recurring issues