Manage team of 35 individuals to include Project Managers, Implementation, Sales Support, field technicians, Service Delivery, Service Assurance and Research & Development. Created service level agreements (SLAs) and metrics for internal measures. Manage team of engineers: Tier I, II, III and IV to identify and resolve customer problems.• Manage team of field technicians. Dispatch to customer sites for: site surveys, cabling, install router, switches, phones.• Manage team of project managers/service delivery. Responsible for ordering and staging equipment, ordering circuit with carriers, coordinating with internal field technicians and customers on date/time for installation.• Manage team of research and development. Responsible for web-based and mobile customer applications.• Ensure project plans are in scope and delivered on-time and within budget to successfully meet customer expectations.• Ensure internal handoffs between departments are clean and efficient.• Customer retention.• Employee staffing: hiring, schedules, disciplinary, terminating.• Created and implemented company-wide policies and procedures.• Manage budget. Ensure that my team did not exceed established annual budget. This includes overtime, bonus, salary/hourly, kudos compensation.• Create profiles for security entry, both card key and blue-tooth access.• Customer analytics: call volume, call queue.

Senior Manager, International Network Services 2007 – 2014Managed team of 15 individuals to include Network Administrator for Maya-1 and TAT 14 cable systems, provisioning, router terms, repair and return, vendor management, service delivery and service assurance. Oversaw order processing and circuit design provisioning for all bandwidth speeds; DS0, T1/E1, DS3, OCx/STMx and Ethernet. Compiled monthly Key Performance Indicators (KPI).• Teamed with International IWNs team to support all narrowband, broadband and Ethernet for IP based services, reducing volume of IT trouble tickets and therefore saving money.• Determined most optimal equipment for each new / existing point of presence (POP) by teaming with Network Engineering. This included understanding functionality of Ciena 3900, Ciena 5305, Juniper, Alcatel DCS, OME6500 and core director.• Managed repair and return budgets. Negotiated Master Service Agreement with vendor, reducing annual costs by over $200K.• Ensured successful activity without taking end customer out of service by managing all international maintenance projects and customer notifications with vendor partners.• Served in leadership capacity for Network Leadership Program (NLP), resulting in protégées being promoted into management roles.• Established and documented methods, processes and procedures as new products were implemented, ensuring company could order, provision, bill and provide Service Assurance.• Created process and procedures with contract details as company entered into new relationships with vendors, ensuring ability to order, provision, deliver and troubleshoot.• Led disaster recovery efforts both within Sprint as well as with vendors, including activating war room, calling team together and working on plan to restore / replace service during and after disaster.

Project Manager III, International Network Operations 2005 – 2007Partnered with wholesale and enterprise sales teams to provide the best solution for the customer. Attended sales meetings to develop designs that could be ordered, billed, delivered, and service assured in order to increase revenue. Collaborated with vendors to ensure all processes and contract details were in compliance.• Reduced Mean Time To Repair (MTTR) %<4 hours to meet / exceed goal by creating and implementing corrective action plans, resulting in fewer customer credits thus saving the company money.• Improved customer satisfaction by documenting and implementing processes for internal and external organizations, managing escalations for international troubles and providing high level of expertise and visibility.• Hosted monthly service performance results with vendors and executive attendance, reducing mean time to repair duration.Program Manager II, Customer Change Management 2003 – 2005Designed, managed, communicated and implemented tasks for multiple complex network migrations and conversion plans.• Performed post-implementation review and project managed improvement efforts, documenting pros and cons of activities and establishing improved process for next event.• Defined and documented strategies, requirements, plan and schedules for multiple large-scale projects by partnering with cross-functional teams.• Liaised between Network Services, Product Management, Marketing and Account Teams, ensuring all groups impacted were aware of and supported pending activity. Served as customer advocate by mitigating customer impact and proactively informing Account Team of network scheduled / unscheduled maintenance.