Chris H. Email & Phone Number

Exeter, RI

• Responsible for managing a team of six program management analysts, a team of three remote install technical support technicians, and a team of fourteen network account leads in a 7x24x365 network operation center that.
• Managed staff responsible for client Change Management requests. Team responsibilities included coordinating and processing client individual change requests and change projects, scheduling internal and external.
• Managed staff responsible for Continual Service Improvement and Service Operations. Team responsibilities included client relations, Quarterly Business reviews with clients, SLA/SLO adherence, chronic and escalated.
• Managed staff responsible for remotely supporting field technicians from a technical perspective for test and turn up on change requests and change projects.
• Organized ITILv3 training and certification testing for entire office.
• Contributed to the development of customer contracts by scoping out the requirements and costs.

• Monitored daily call volume and ticket activity.
• Managed staff of 29 employees and contractors including scheduling and overtime.
• Responsible for employee development and training.
• Performed employee evaluations and interview potential candidates.
• Analyzed reports for customer trends, SLA metrics, and staffing requirements; wrote Root Cause Analysis and recommended corrective action.
• Ensured customer satisfaction and retention.

• Lead Technician for the two largest NOC accounts.
• Troubleshot complex/chronic issues and acted as a buffer for Management/Level 2 Technicians and 1st level operators.
• Familiar with troubleshooting Motorola, Cisco, and Lucent network equipment.
• Maintained network documentation, HPOV network monitoring system, Clarify database, Netrix 8500.
• Supported Frame Relay, X.25, SDLC, SOTCP, SNMP, IP, SNA, ASYNC, ATM, VPN, IPFR, and voice over frame/IP.
• Trained and mentored 1st level technicians.