MetTel is a leading provider of global digital transformation and communications from a single source for medium and large businesses, as well as federal, state and local government agencies. MetTel is an innovative systems integrator converging customer communications over their proprietary network, and deploying cross-carrier voice, data, wireless, and cloud solutions such as voice, data, network, mobility, managed services, and security.• Lead Monthly Business Review and Joint Operating Procedural meetings with clients to review prior month's data and ensure previously agreed business policies and procedures and SLA adherence of KPIs are being met/exceeded and make any necessary adjustments. • Facilitate weekly meetings with clients and various internal organizations to discuss current activity and proactively discuss any future projects, concerns, opportunities or needs.• Leadership escalation contact for our customers; not limited to only significant network outages and issues but also available as a customer advocate to ensure excellent service for our internal and external customers.

• Facilitate meetings to continue building strong relationships, trust and ensure our customers realize a value in their telecommunication investment of our products, services and solutions.• Partner with customers to re-structure processes and streamline their operations, increase efficiency and maximize profitability tailored to their objectives, goals and company vision.• The partnering of cross-functionally with strategic and technical colleagues and our customer’s teams to present solutions, 20 percent of accounts in my portfolio have transitioned a considerable amount of business to MetTel.• Responsible to carry out innovative and sometimes complex projects to their completion, and thoroughly analyze data in order to make sound recommendations for next steps that aim to improve our customer’s experience.

• Currently own and/or have managed multiple properties for 22 years.• Negotiate creative financing, collected rent and established long term relationships with reputable maintenance management personnel and contractors.• Research properties and evaluate market conditions to determine which are favorable for rehab and re-sale or rent using personal ROI formula.• Conduct financial analysis of all properties acquired: cash flow analysis, expenses analysis, future equity appreciation, etc.• Responsible for bookkeeping, receipts management, invoice management, cash flow management, financial statement preparation (income statements, P/L statements, etc.) and eventual tax document preparation to hand off to accountants.• Responsible for asset management, proactive risk management on all properties and identifying ways to increase equity and cash flow.

As a WPP company, Coretech was created in 2015 to deliver and manage the technology for the operating companies of WPP. Coretech was responsible for shared IT services, including infrastructure, network, IT service, desk, sourcing and asset management, and the management of vendors for over 130K WPP employees worldwide.- Managed the performance of third-party vendors providing IT services that included Information Security, Network Administration, Service Desk, and other core areas. Recommended contractual penalties for under-performing vendors.- Led a project that established a central Configuration Management Database to let service desk agents access information on each caller; this improved the customer experience by 8% while lowering Mean Time to Resolution by 12%.- Directed a global project to consolidate custom ticketing and reporting systems into one ServiceNow system, improving customer satisfaction and producing $600K in annual savings.- Responsible for information security compliance by service providers, ensuring the completion of action items in accordance with the Security Remediation Program.

Verizon Business provides internet protocol, data, voice, and wireless communication solutions. The Company offers data and IP services, internet access, security, information technology solutions and hosting, managed networks, premises equipment, contact centers, conferencing, and voice products to businesses and federal government agencies.★ Responsible for the company’s largest client relationships, directing an on-site dedicated team of engineers, project managers, technicians, and customer service personnel providing 24/7 support and meeting SLA obligations.★ Resolved critical network outages, serving as a liaison between multiple departments and establishing conference calls with key stakeholders.★ Executed root cause analysis to identify the origin of network outages, leading to corrective actions to prevent re-occurrence.★ Advised clients on ways to optimize operations and support through the use of Key Performance Indicators and Service Improvement Plans★ Recognized for working with clients to create or modify policy and procedure manuals providing for formal processes between Verizon and clients.

- Responsible for leading 13 service managers dedicated to exceeding the needs of 21 domestic and international Fortune 500 Global enterprise accounts, earning a team 100% met/exceed CSAT scores for four consecutive years.- Supported clients that included Goldman Sachs, Fidelity Investments, Bank of New York, News Corp., Time Warner, and CNBC. Exceeded Customer Service Index targets for all accounts in every category.- Contributed to the RFP process, building winning proposals.- For each client, optimized telecommunications network performance and prevented critical outages from impacting client operations.- Reduced escalations by 40% by introducing formal training and guidelines.- Worked with Sales, Engineering, and Operations to increase bandwidth, enable redundancy, and position the network to sustain operation under all circumstances.

- Initiated process to provide detailed postmortems to customers following major service outages that included an Executive Summary, Actions for Resolution and Preventive Measures with action items including owners and time frames to prevent the issues from reoccurring. Chronic issued decreased by 50% in the first year.- Facilitated monthly client service meetings, lead internal teams to follow up on customer concerns, delegated and escalated to guarantee all work groups met customer commitments.- Lead a mentoring team that created an internal website which increased the efficiency of Verizon Premium Care Centers throughout the east coast.- Selected by Management to represent district in Marlboro, MA Director and VP level conference and also chosen in the Leadership Development Program three consecutive years.