• Serve as the primary point of contact for customers and effectively communicated. with customer Key Stakeholders to gain insight into their requirements for advanced analytics, cloud, security, and networking solutions• Quarterly assess account performance and provide comprehensive details to C-level client leadership, facilitating data-driven decision-making during Executive Business Reviews• Lead the onboarding process for new clients and help them fully implement digital transformation initiatives• Oversee enterprise-wide integration, configuration, end-user training, and resolution of escalation for efficient use of new solutions in line with their business needs • Regularly gather and analyze client feedback, driving improvements in collaboration with sales, marketing, product development and field teams• Facilitate clients with Standard and Custom Reporting and Dashboard CustomizationKey Achievements:• Maximized client satisfaction and retention by enhancing the customer journey and establishing prompt incident response to reduce downtime and outages, improving overall client experience• Established quality assurance measures and KPIs to monitor service delivery metrics, consistently meeting SLAs and SLRs• Enhanced operational turnaround and client outcomes by developing data-driven SOPs and implementing continuous process improvements • Managed hardware inventory and device information for each customer site• Coordinated engineers for remote and onsite troubleshooting, repair/replacement• Coordinated computer systems and hardware lifecycle upgrades, socialized changes with clients, and gained approval for maintenance windows as needed• Forecasted financials at project kickoff then followed up as billing commences, ensuring all financials are correct

• Spearheaded customer service and project management across ARS/AAR/UDP routing, trunking, and system integration, ensuring high-quality standards• Managed client engagement and solution implementations, enhancing customer loyalty by maximizing the value of provided solutions• Provided expert support for call center technologies and Avaya Communication Manager, improving operations and customer support for VDNs, Vectors, CMS, and related systems while managing MAC projects to meet cost, schedule, and performance targets

• Supervised a team of 25 t to expedite multi-million dollar IT voice and data infrastructure projects across the US, including the installation of Avaya S8700/G650 Gateways by Sarbanes-Oxley compliance

Field Service Manager East cost-IT Field Service Manager / Telecommunications Manager – Hold full accountability for deploying, managing, and servicing IT voice and data infrastructure for hundreds of locations across the United States and for Argent telecommunications department. Recruit, supervise, develop, and direct in-house staff of 25 network engineers, desktop support professionals, telecom provisioners, telecom engineers, and service technicians. Manage vendors for remote locations, ongoing projects, product testing and documentation, quality control standards, and internal customer satisfaction measurement. Recruit, schedule, develop, and evaluate staff.•Made significant improvement to corporate IT and telecommunications by initiating innovative projects and effectively allocating and organizing resources.•Successfully led and completed complex projects including telecommunications, network, and desktop applications and operating systems. •Ensured that staff and vendors provided optimal and consistent performance by creating, executing, and monitoring department processes and procedures.•Consistently monitored department performance in response to request/problem tickets, branch expansion, customer surveys, preventive maintenance, cost savings, and change control through development and implementation of monthly metrics•Ensured compliance to Sarbanes-Oxley by developing and implementing appropriate corporate policies and procedures. •Supported Avaya s8700/g650Telecom infrastructure for regional offices in CA, NY AND IL w/1400-2000 users each.•Spearheaded Installation of New Tandberg Video Conferencing and Tandberg/Polycom Audiovisual systems.•Project managed local and national installations of the Avaya s8700/G650 Gateways, totaling over 3 Million dollars of equipment, services and licensing for each site..•Coordinated and managed all cabling projects utilizing fiber, copper, and Microwave.

• Directed a team of 2 engineers and a national contractor to test and manage telecom infrastructures for 700 locations, including Fortune 2000 companies, and effectively promoted and sold additional services while handling MAC and service calls locally and nationally

• Oversaw telecommunications across 200+ locations, including restructuring of voice and data infrastructure for 12 existing call centers, installation of 2 new call centers with 500-seat, routing optimization of 2,000+ toll-free numbers, MACs handling, and Avaya system upgrades

• Designed, installed, and maintained PBX, ACD, and C.T.I. systems for over 300 clients, resolving complex service issues, leading to enhanced customer retention • Award: Associate of the Year

• Installed over 200 systems, encompassing Nortel, Mitel, Fujitsu, Lucent/Avaya, and Inter-Tel, consistently meeting customer deadlines