Charles Austin Email & Phone Number

Chattanooga, Tn, Us

Chattanooga, Tennessee, United States

Richardson, Texas, Us

Managed one Director and three Senior Managers with 150 indirectly reporting employees.Guided Operations and Support for a B2B2C business line with 300,000 end users.Directed Network Engineers in the refresh of infrastructure of 20 national POPs.Guided operational improvements that reduced end-user request frequency by 30% despite top-line revenue growth of 50%.Fielded and resolved escalated client issues regardless of organizational origin.Improved the Project Management of more than 200 site installations per year.Managed diverse US and international support teams.Reduced outsourced support fees by 40%.Repaired Key Account relationships with the largest customers through regular status meetings.Reduced annual employee turnover from 40% to less than 15%.Guided the development of software automation to reduce the impact of outages by 75%.Held a $25 million Operating Budget to single-digit increases despite 50% revenue growth.Consolidated monitoring platforms to reduce network monitoring costs by 75%.

Rainsville, Alabama, Us

Managed Network Operations for FTTH the cooperative’s 30,000 customers.Implemented cloud-based technologies to reduce customer support requests by 20%.Managed an RFP process to reduce support costs by 25%.Introduced new network distribution technologies, saving $200,000 in annual capital expenses.Created a Strategic Network Plan to guide the deployment of DWDM Optical Transport .Addressed next-gen PON technologies to an industry event audience of 3,000 people.Coordinated inter-departmental teams to generate 36+ consecutive months of revenue growth.Directed forklift upgrade to MetaSwitch (Voice platform) with no customer impact.Managed compliance to State and Federal regulations.Actively managed Disaster Recovery plans to provide 99.999% network reliability.Collaborated on the design and overhaul of Datacenter Operations to a cloud computing platform.Consolidated network elements to recover $300,000 from equipment re-sale.

Kingstree, South Carolina, Us

Network Operations Center Manager, 2009 - 2018Network Operations Supervisor, 2008 - 2009Unix Systems Supervisor, 2006 - 2008Unix Systems Administrator, Feb. 2006 – Dec. 2006Promoted through a series of increasingly responsible positions into a newly created role and assumed leadership of Network Operations Center, ISP and Mediaroom Server Administrators, IP Services, and 24X7 Customer Support Center. Plan and direct ITSM activities.Wrote Standard Operating Processes manual and authored curriculum for a training program for the NOC Analysts.Offset 80% of the NOC operational costs through reduction in other operating expenses.Accelerated average resolution time of customer problems by 25%.Used SDLC framework to automate more than 20 manual processes to expedite customer support and field service operations.Generated an improvement in revenues by $200K per year by leading the migration to Microsoft Mediaroom for the IPTV product. Successfully held salary expenses to a 30% increase despite a 100% increase in equipment and maintenance accountabilities. Realized $150K savings by developing a Caller ID software platform that reduced software and maintenance costs. Improved FTC’s brand image in the community by directing the development and launch of the municipal Wi-Fi project that delivers free Wi-Fi access to 1,000+ unique users on a monthly basis, mainly at local colleges. Captured $120K in savings by re-negotiating an outsourcing agreement.Championed and led deployment of Cloud Computing platform for customer facing IT infrastructure.

Sumter, Sc, Us

Design curriculum and assess learning outcomes for undergraduate students.

Master Of Business Administration (Mba), International Business

Master Of Theological Studies

Bacherlor Of Arts With High Honors, Theology/Theological Studies