Damion Rowe Email & Phone Number

Atlanta, Georgia, United States

Play a key role in shaping and delivering cutting-edge technical solutions to address complex business challenges. Mentor and lead technical support resources through regular one-on-one conversations, addressing challenges, and discussing career growth. Ensure attainment of efficiency, organize workflows for daily customer demands, and drive autonomy and adherence to established processes.Collaborated with cross-functional teams to design and implement operational processes for local market deployment, effectively managing relationships with third-party partners. Partnered with senior leadership to define a strategic approach for technology initiatives at T-Mobile, resulting in a comprehensive enterprise-wide Managed File Transfer solution. Migrated the Samson Tuxedo VIP, optimizing load balancer efficiency and reducing single points of failure. Established a support model for T-Mobile for Business, achieving an 85% resolution of backlogged issues within 8 months, and 95% by the end of the year Led USGCI Vulnerability remediation efforts, achieving 100% mitigation of vulnerabilities across servers and databases before the SLT deadline Successfully advocated for increased budgets, reducing operating costs by $3M, simplifying the technology stack, and ensuring scalability for future growth

Atlanta, Georgia, United States

Played a pivotal role in ensuring the smooth and efficient functioning of operational processes. Provided oversight of enhancements to the support systems that underpin daily operations. Utilized strategic mindset, exceptional problem-solving skills, and a passion for optimizing processes to drive operational excellence. Led a team of 150 contractors.Spearheaded a partnership with internal stakeholders and the Business Systems team to identify, document, and implement all required deployment operations system requirements. Achieved a 15% reduction in operational costs through the renegotiation of the Managed Services contract. Implemented strategies to enhance customer satisfaction by 20%, measured through monthly reporting on ticket closures with a focus on month-over-month trending analysis. Managed the migration of the CallTech platform, optimizing revenue, and achieving daily cost savings of $2M. Overcame challenges related to SLA adherence and drove migration from an unsupported platform to new hardware which improved process efficiency and achieved 99% uptime. Effectively managed monthly software version releases for the billing platform, resulting in a notable 90% improvement in customer satisfaction. Managed capacity planning for infrastructure and platform elements, executing a Unix-to-Linux migration project that ensured optimal performance and 99.99% availability. Developed and implemented an operation support model for T-Mobile for Business, transforming the operational perspective from Business 2 Business. Established support tiers, escalation paths, reporting models, and roles through a Rasi chart leading to successfully resolving 89% of backlog issues within 8 months, increasing the issue resolution rate to 95%.

Atlanta, Georgia, United States

Led the Infrastructure and Billing Platform teams, overseeing billing transactions and daily billing cycles. Ensured accurate and timely bill generation for online and print by managing QA processes and collaborating with the QA team to correct and reprocess any rejected items. Managed vendors effectively to ensure service delivery, sustained quality, and meeting system performance goals.Developed and deployed a comprehensive enterprise-wide support model at T-Mobile, resulting in an 85% increase in customer satisfaction. Led migration of the CallTech platform at T-Mobile, ensuring revenue optimization and daily cost savings of $2M. Managed monthly software version releases for the billing platform, resulting in a 90% increase in customer satisfaction.Executed a Unix to Linux migration project in collaboration with the Managed Services team, enhancing platform stability and performance. Implemented a DevOps model and shifted deployments to midweek overnight, contributing to the substantial customer satisfaction improvement. Successfully managed capacity planning for infrastructure and platform elements, achieving optimal performance and maintaining 99.99% availability.Executed a Unix to Linux migration for enhanced software and hardware robustness, ensuring scalability for future demands, particularly during high-impact events such as Apple and Samsung product launches.

Atlanta, Georgia, United States

Led a high-performing team of 20 technical professionals at Dell, Inc (PFI Tech) through strategic leadership focused on employee development, tools provision, constructive feedback, recognition, growth encouragement, promoting a healthy work-life balance, and fostering trust through regular engagement.Managed hardware refresh and rollouts, achieving a 35% reduction in time and cost.Developed a two-shift schedule over a 24-hour period, eliminating the need for overtime and enhancing overall efficiency. Successfully addressed challenges through meticulous planning and resource allocation. Identified, investigated, and implemented tools and third-party software to enhance system reliability by staying current with industry standards and fostering vendor relationship.Played a key role in developing and maintaining Standard Operating Procedures (SOPs), addressing non-existent procedures and contributing to task completion, error reduction of 25% and improved productivity of 15%.Managed customer incidents and requests using an IT service management tool, achieving a remarkable 99% resolution rate within Service Level Agreements.Significantly improved employee morale and retention rates through a comprehensive leadership approach, impacting metrics positively.