Performed all necessary tasks to provide technical support services to nine customer Mobile Telephone Switching Offices. Tasks included planning and implementing network hardware expansions / reconfigurations, complex software upgrades and change notices. • Identified activities that improved customer network key performance indicators by 75%.• Developed and chaired monthly operations review for sales and senior management. • Planned and organized activities that successfully replaced 90 network element hardware platforms in live Mobile Telephone Switching Offices without any service disruption. • Facilitated vendor tasks to support customer in successfully redeploying over 1,000 network elements after their purchase of a competitor created significant equipment duplication. • Established Operations Manager procedures, resulting in increased customer satisfaction.• Key vendor interface to customer for preparation of Democratic National Convention cellular phone coverage.

Led a group of 120 customer support engineers and managers responsible for providing technical support to Motorola’s North American cellular network infrastructure customers. • Organized and drove transition from six disparate issue tracking systems to one unified worldwide system. • Authored service level agreement with customer account and engineering support teams.