Edward Brooks

Edward Brooks Email and Phone Number

Vice President of IT Network @ NCR Voyix
Marietta, GA, US
Edward Brooks's Location
Marietta, Georgia, United States, United States
Edward Brooks's Contact Details

Edward Brooks work email

Edward Brooks personal email

About Edward Brooks

As an experienced technology leader, I have a proven track record in enhancing customer experience, achieving operational excellence, and transforming service delivery. I am passionate about creating seamless communications that improve customer interactions across all touchpoints. Throughout my career, I have led cross-functional teams, developed strategic visions, and implemented data-driven solutions to boost customer engagement and drive continuous improvement.Professional Highlights:Current Role: As Vice President of Network and Service Delivery at Number Sentry, LLC, I lead strategy, network architecture, systems enhancement, and operational structure/design. I have successfully developed operational support systems and established end-to-end service delivery processes focused on trouble resolution and customer engagement.Previous Experience: At EarthLink/Windstream, as Sr. Director of Service Assurance Strategic Solutions, I transformed customer experience by managing a team of over 240 engineers and technicians. My efforts led to a 380% improvement in Net Promoter Score (NPS) and significant operational efficiencies.Cross-Functional Collaboration: I have a strong track record of partnering with Sales, Customer Success, Product Management, and Digital Teams to create cohesive messaging strategies and improve customer communications.Operational Efficiency: At Accel Networks and iCore Networks, I directed engineering, service delivery, and customer support, implementing standard designs, optimizing deployment strategies, and reducing costs while improving customer satisfaction.Strategic Vision: At Cypress Communications and StarVox Communications, I led key initiatives in M&A, planning, and network optimization, resulting in significant cost reductions and enhanced customer experiences.Key Areas of Expertise:• Customer Experience Transformation• Service Delivery• Network Operations• Customer Support• Project Management• Vendor Management• VoIP/IP/UCaaS• SD-WAN/SASE• CRM and Process Improvement• Data-Driven Decision Making• Cross-Functional Team Leadership• Strategic Vision and ExecutionDriven by a passion for innovation and a commitment to excellence, I leverage data and analytics to inform decision-making and continuously improve processes. My goal is to create value for customers and stakeholders by delivering high-quality, efficient, and customer-centric solutions.Feel free to connect with me to discuss potential collaborations or to learn more about my professional journey and achievements.

Edward Brooks's Current Company Details
NCR Voyix

Ncr Voyix

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Vice President of IT Network
Marietta, GA, US
Edward Brooks Work Experience Details
  • Ncr Voyix
    Vice President Of It Network
    Ncr Voyix
    Marietta, Ga, Us
    View
  • Number Sentry
    Vice President Of Network
    Number Sentry Nov 2023 - Present
    Peachtree Corners, Georgia, Us
    Responsible for the Telecommunications services provided to call centers throughout the US.• Transitioned from consultant to full-time role, assuming key operational responsibilities from the CEO.• Led strategy, network architecture, systems enhancement, operational KPI’s, and analytics.• Developed operational support systems and reporting structures to improve Telecom Services.• Established end-to-end service delivery and support processes focusing on trouble resolution and customer engagement.• Led CRM and ticketing systems migration to a new platform, improving customer interaction and support efficiency.• Negotiated carrier agreements to expand coverage and functionality.• Partnered with cross-functional teams to ensure seamless integration of messaging across channels and touchpoints.
    View
  • Windstream
    Sr Director Service Assurance Strategic Solutions
    Windstream Jan 2014 - Feb 2023
    Little Rock, Ar, Us
    Responsible for overall customer experience for Voice, Data, Cloud, SASE, and SD-WAN services as well as Professional and Concierge services.• Transformed and enhanced customer experience, managing over 240 engineers, technicians, and managers.• Improved Net Promoter Score (NPS) by 380%, consistently achieving high scores through data-driven support and VOC tools like Medallia and SurveyMonkey.• Developed and implemented customer journey maps, identifying gaps and optimizing communication touchpoints.• Partnered with cross-functional teams including Sales, Customer Success, Product Management, and Digital Teams to create cohesive messaging strategies.• Analyzed customer ticketing and call volume metrics to discover and develop improvements in customer solutions.• Initiated technical training programs, reducing ticket transfers by 80%.• Consolidated outsourced partners, reducing operational expenses by $2M.• Acted in an advisory role for analytics, ensuring a data-driven approach to customer support and product performance.• Led the development of the EarthLink/Windstream SD-WAN solution in collaboration with Product Management.
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  • Accel Networks, Now Sierra Wireless Managed Connectivity Solutions
    Vice President Engineering, Service Delivery, And Operations
    Accel Networks, Now Sierra Wireless Managed Connectivity Solutions Oct 2012 - Aug 2013
    • Directed engineering, service delivery, and customer support for a small wireless broadband carrier.• Managed business design, delivery, and support, and redefined Salesforce system for operational efficiencies.• Developed standard designs and deployment strategies, optimizing customer experience.• Spearheaded migration of 3,000 lines, resulting in $75,000 monthly savings.• Reduced install times by 40% and costs by 33%, enhancing customer satisfaction and operational efficiency.• Improved Salesforce system efficiency, resulting in a $35,000 monthly revenue increase.• Partnered with cross-functional teams to ensure cohesive customer communications and engagement.
    View
  • Icore Networks (Now Vonage)
    Vice President Engineering And Service Delivery
    Icore Networks (Now Vonage) Jun 2011 - Oct 2012
    Mclean, Va, Us
    • Directed day-to-day operations for a mid-sized VoIP/Unified Communications provider.• Oversaw Engineering, Planning, Service Delivery, Data Center Management, Project Management, Field Services, Customer Support, Logistics, and Vendor Management.• Established consistent customer deployment standards and enhanced service delivery workflows.• Led conversion of 50k users to BroadSoft M6 solution, achieving 99.999% network stability.• Reduced COGS by $220k per month through new carrier reseller agreements and optimization.• Served as technical lead during M&A and investment banking initiatives.• Analyzed customer data to improve service delivery and customer experience.
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  • Cypress Communications
    Vice President Operations And Planning
    Cypress Communications Jun 2008 - Jan 2011
    Atlanta, Ga, Us
    • Directed Planning and Operations for a VoIP/Unified Communication provider.• Hired as a change agent to reduce operational costs and transition from hosted PBX to Unified Communications.• Led key initiatives in M&A, Planning, Carrier Management, Logistics, and Network Provisioning and Test.• Redesigned IP network and integrated BroadSoft into the VoIP product set.• Reduced line costs by 41% over two years, enhancing customer satisfaction.• Established end-to-end processes for customer design, order entry, and service delivery.• Collaborated with IT to deploy a new CRM system, improving customer interaction and support.
    View
  • Starvox Communications, Inc.
    Vice President Engineering Service Delivery, Operations And It
    Starvox Communications, Inc. Feb 2006 - May 2008
    • Led Engineering, Operations, and IT for a rapidly growing startup providing global Wholesale and Enterprise Voice/VoIP services.• Evaluated M&A opportunities and established end-to-end Service Delivery processes and standards.• Developed SLAs and KPIs, reducing network costs by 37%.• Defined and implemented monitoring and reporting tools.• Managed customer support operations, enhancing customer experience and satisfaction.
    View
  • Hypercube Llc
    Vice President Network Engineering And Operations
    Hypercube Llc Apr 2004 - Oct 2005
    • Initially hired as VP of Strategic Business Development, developed the newco strategy before transitioning to VP of Engineering and Operations.• Oversaw Engineering, Service Delivery, NOC, Customer Service, Data Center Management, Planning, and Implementation.• Developed product sets and pricing for a new division of KMC Telecom.• Established customer design standards and end-to-end service delivery workflows.• Negotiated agreements for maintaining interconnection points.• Collaborated closely with Sales on new opportunities, customer designs, and renewals.
  • Uunet
    Director Ip Access Networks
    Uunet Jun 1995 - Mar 2004
    Us
    • Developed and led global organizations responsible for Dial Access, DSL, and Internet Access.• Directed Dial Planning, Project Management, Data Center Management, Engineering, Provisioning, Testing, QA, and Network Optimization.• Successfully reduced network deployment costs by 66%.• Introduced process enhancements that cut circuit delivery intervals by 70%.• Initiated network-wide optimization efforts that decreased annual line costs by $150M.• Analyzed customer behavior and network data to drive continuous improvement in customer experience and operational efficiency.
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  • Wiltel Communications
    Pbx Installation Technician
    Wiltel Communications Jan 1994 - May 1995
    Us
    Installed and Maintained Nortel PBX and Key Systems
    View
  • Bellsouth Telecommunications Inc
    Service Technician
    Bellsouth Telecommunications Inc Jan 1993 - Dec 1993
    FT contractor responsible for outside and inside repair of local telephone services
  • Utility Consultants
    Field Technician
    Utility Consultants Jan 1991 - Dec 1993
    Maintained outside facilities for Southern Bell *part time during 1993*
  • Bellsouth Telecommunications Inc
    Outside Plant Technician
    Bellsouth Telecommunications Inc Jan 1990 - Dec 1990
    Outside plant tech responsible for maintenance of aerial cable plant

Edward Brooks Education Details

  • Kennesaw State University
    Kennesaw State University
    General
  • Georgia Southern University
    Georgia Southern University
    General
  • Wheeler High School
    Wheeler High School

Frequently Asked Questions about Edward Brooks

What company does Edward Brooks work for?

Edward Brooks works for Ncr Voyix

What is Edward Brooks's role at the current company?

Edward Brooks's current role is Vice President of IT Network.

What is Edward Brooks's email address?

Edward Brooks's email address is eb****@****ail.com

What schools did Edward Brooks attend?

Edward Brooks attended Kennesaw State University, Georgia Southern University, Wheeler High School.

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