Product Architect experienced in Customer Service Management, Continual Improvement, Coaching, Test Management, Incident Management, and Problem Management. - Led successful stand up and implementation of a manual testing module for regression and control testing. Collaborate daily with Engineers, Developers, Stakeholders, and various other Product Managers for continuous product enhancements as a Business Process Manager.Business Process Manager - Implemented Operations methodology change from Waterfall to Agile Methodology. Transitioned Problem Management and Incident Management modules to Product centric methodology utilizing Scrum concepts. Experienced in EPIC, SPRINT, and STORY creation and execution. Global Problem Manager - Provided end-to-end accountability for Global Problem Management and execution of the ITSM processes. Routinely called upon for sensitive issues to drive the effectiveness and efficiency of the IT Service Management processes, while providing oversight. Led global meeting calls to ensure that all participants deliver the necessary escalation paths for direction toward root cause analysis and mitigation of business impact. Collaborated with the technical resources, vendors, and SME to understand the impact to identify any workaround or alternate path. Enforced the defined IT Service Management policies so that no exceptions are observed in overall process flow. Ensured that Problem Management processes, as well as corresponding tools integrate with other ITSM processes. Ensured that the processes are defined, documented, maintained, and communicated across all global departments. Provided strategic direction and development for the ITSM source of records system to ensure the requirements are defined. Performed trending analysis based on root cause analysis and directed necessary action(s) to reduce or eliminate future business impact. Provided and validated KPI reports to ensure accuracy.

Project Estimator. Direct Sales, Bid and Chase Sales, and Engineering.Engineering and Estimating cost of New Construction and Renovation Projects for Commercial Low Voltage Integrated Solutions Systems. Update and maintain bid software used for data entry.Attend Webinars and Seminars to enhance and update current product line up.Develop relationships with Vendors, Contractors, and Sales Representatives to assure best pricing and communication for end to end Project Management.Accomplishments: • Improved configuration of Estimation Software to provide a more efficient user list. • Maintained a near flawless record for completing estimates before due date. • Received multiple promotions within the first year with company. Began as a Technician Helper and promoted to Lead Technician role within the first 5 months. Then was promoted to Project Estimator shortly thereafter.

Responsible for Preventative Maintenance and Repair of Network Plant.Given responsibilities by Senior Management for weekly, daily, and quarterly technician reports.Job duties include status monitoring of equipment alarms and plant ingress.Skilled in cable splicing and repair, plant construction, fiber-optic splicing and repair, Head-End cabling and device implementation.Recognized for efforts in developing new programs for training and daily work distribution.Instrumental in a network plant redesign from FTTC to an HFC platform, while continuing to operate the existing platform.Backup Head-End Technician.Customer Service Technician, December 2001 to June 2007Responsible for daily service routine and completion. Implement and perform high levels of customer service and satisfaction. Foster an environment in which customers enjoy high levels of service and co-workers are motivated to deliver top performance. Nominated by local management for leadership training courses offered by company. Primarily due to implementation of employee-development and morale-building programs.Installation and Service of bundled Telecommunications Systems that included CATV, Telephony, and ISP servicesSkilled in cable troubleshooting and repair, fiber-optic splicing and repair, Node and Customer Premise troubleshooting and installation of bundled services.Routinely called upon for the most complex and sensitive customer issues.Accomplishments: • Achieved certifications from NCTI as a Senior Master Technician, Master Technician HFC Networks, Master Technician Customer Premise, and Master Technician.• Awarded role as Ambassador of Cultural Integration in 2013 to preside and conduct Committee Meetings to improve corporate and employee relationships.• Voted by executive management and field technicians as Chairman of the Knology of Knoxville Safety Committee from 2010-2013.• 2001 Employee of the Year as well as multiple Employee of the Month Awards throughout my tenure.

Responsible for installation and service of C-Band and DSS Dishes.Residential, Commercial Hotel, and Rental Cabin Services.Programming and Installation of Security Systems by ADT.