Charles Frame Email & Phone Number

Manchester, New Hampshire

Managing full accountability for 24x7 operational management of Data Services and Data Edge Networks; Oversee MMS, SMS, external/internal partners, TCP/IP, LAN/WAN, OCI Networks, Juniper routers/switches, firewalls, and DNS, ensuring optimal functionality and security.

Quincy Massachusetts

AVP Network Operations Manager (10/15 – 4/17) Managed full accountability for 24x7 operational management of VOIP Data Services and Data Core Networks; Oversaw MMS, SMS, external/internal partners, TCP/IP, LAN/WAN, MPLS Networks, Cisco/Juniper routers/switches, firewalls, and DNS, ensuring optimal functionality and security. Developed and documented processes to ensure continuous and uninterrupted service · Managed Network Operations, Professional Services and Information Technologies functions VOIP products, Security, MPLS, BGP, OSPF and staff · Hired and developed staff utilizing on-boarding off-boarding principals to ensure proper staff development · Clearly defined Tiered management principles for Tier1 and Tier2 advancement. · Obtained and deployed monitoring principles and toolset utilizing Netcool. · Obtained and measured staff consistency via ISM ticketing system · Coordinated deployment of proprietary software within specified departmental maintenance window · Restructured vendor relationships into partnerships and instituted processes for consistency · Key directive provisioning installation customer provided router infrastructure · Ensured security best practices regarding client firewall configuration · Oversaw monitoring of the data/voice communications network and online systems for potential problems · Prevented technical operational issues effecting revenue by acting as Managerial escalation contact point

Tewksbury, Massachusetts

• Responsible for ongoing infrastructure PAO, BNE virtual data center build project• Responsible for managing worldwide global remote hands datacenter technical assistance• Responsible for managing worldwide, multi-site data center or Colo environments• Responsible for ITIL processes and process improvement, created knowledge base.• Experienced with administering multiple platforms networks with demonstrated creativity and success.• Key directive provisioning installation customer specific configurations• Strong written and verbal communication skills, comfort with presenting to senior executives and C-level staff• Highly organized, and flexible to rapidly changing high-level requirements• Willingness to work off-hours as needed to respond to technical incidents

Chelmsford, Massachusetts

• Server Administration for configuration changes, Vaults, Streamers, Caching Gateways, Groomers (BMR, DCM’s) VOD Management.• OnDemand Senior Engineer/VOD Engineer experienced with administering multiple platforms networks with demonstrated creativity and success.• VOD (Video on Demand) DNCS, VOD Pumps, Network Management, Harmonic, coordination with Head End engineering.• Network Operations, Sr. Tier 2/3 Networking/ Application Support, MOTO and SA Set Top Box Testing/Troubleshooting• Responsible for(Cisco, Harmonic and Motorola) System Administration/Network Architecture, Application Support, Client/End user support internally and externally,• Implementation Cisco 40g RFG, Harmonic 9000, NSGPro integration, security, and administration.• Utilization of Spectrum monitoring-system• Responsible for matrix reporting, Define and manage deployment project phases from ongoing status of project lifecycle for NorthEast region

Greater Boston Area

TNCI Operating Co, LLC (formerly Transnational) Boston, MA• Exceed ninety five percent threshold with consistency in meeting customer specific Service Level Agreements• Built, matured and managed Network Operations, Professional Services and Information Technologies functions during aggressive growth in VOIP products, markets, revenues and staff• Hired and developed staff utilizing interactive internet training• Completed and instituted interactive knowledge based internal website increasing staff efficiency • Improved leadership/champion process • Measure staff consistency via CRM ticketing system• Oversee weekly staff meeting and reviewed goals accomplished, action plans and problem resolution • Coordinated deployment of proprietary software within specified departmental maintenance window• Restructured vendor relationships into partnerships and instituted processes for consistency• Contributed to Company’s Operational Strategic Plan• Key directive provisioning installation customer provided router infrastructure• Oversee monitoring of the data/voice communications network and online systems for potential problems• Prevented technical operational issues effecting revenue by acting as Managerial escalation contact point

Tewksbury, Massachusetts

• Manages the Mirror Image Network Operations Center.• Develops and implements standards, procedures, and processes for the Network Operations group.• Participates in strategic network planning, tactical operation planning, and the development of contingency operation plans.• Plans and manages support of new technologies including vmware, network performance, and reliability.• Confers with and advises administrators, user representatives, and technical personnel regarding development and design of wide area and local area networks.• Prepares recommendations on monitoring and analysis tools.• Participates in the development and implementation of policies and procedures regarding network equipment, maintenance, and monitoring.• Prepares status reports.• Maintains inventory of equipment acquisitions, installations, designs, and modifications.• Schedules routine system maintenance.• Develops and maintains system architecture and operational documentation.

Lexington, Massachusetts

• Operations initiated customer satisfaction and department confidence, reversed technical staff attrition while developing tools, practices and measurement metrics• Initiated and deployed customer notification website• Instituted software and documentation product release process to improve quality, reliability and repeatability• Restructured vendor relationships into partnerships, instituted processes for consistency

• Negotiated Vendor Maintenance Contracts • Managed and developed staff of 20 employees, developed tools, best practices and measurement metrics• Defined and implemented procedures, training and support systems to scale network capacity while driving down costs• Increased support response, cure times and depth of support response, utilizing measured analysis• Initiated and deployed customer notification website• Instituted software and documentation product release process to improve quality, reliability and repeatability• Designed and built world class Network Management Center• Responsible for design, deployment and operation of 7X24 mission critical, data network, IT infrastructure and support organization• Developed and implemented disaster contingency plan• Utilized 3rd party metrics to report daily/weekly/monthly systems/network SLA compliance• Built and maintained Network Element Management systems for operational use

• Managed and developed staff of 30 individuals • Responsible for daily Operation of Network Operations Center, Response Center, Technical Support and Delivery Services• Oversaw Monitoring of the data/voice communications network and online systems for potential problems• Insured deployment of proprietary software• Acted as Managerial escalation for technical operational issues that effect customer revenue • Coordinated Operational issues via Clarify Ticketing system

• Responsible for providing the technical expertise required performing extensive diagnosis of data/voice communications problems• Employed technical expertise and judgment to multiple vendor interactions• Coordinated the scheduling and timely installation of data/voice communications transmission facilities and equipment• Documented all network-related troubles via Clarify Ticketing system• Provided training for less experienced staff members

• Deployed and maintained the corporate infrastructure of Cigna's Lan/Wan technology to field office locations• Designed and recommend technological solutions• Technical advisor design through implementation • Produced timely deliverable to customers regarding Lan/Wan connectivity