Daniel Ogles Email & Phone Number

Huntsville, Alabama, United States

Managing team of engineers that provide support and services to customers using ADTRAN's CPE products including NetVanta, Total Access, Smart/RG, and Management Software solutions.

Managing team of support engineers that provide post-sale/post-installation assistance to customers using ADTRAN's xDSL products.

- Managing team of support engineers that provide post-sale/post-installation assistance to customers at any level on ADTRAN's Bluesocket Wireless solutions.- Providing guidance on priority of issue resolution and tracking the planned resolution to completion.- Identifying additional testing needs or further product development based on feedback from customers on product usage.- Advocating open communication between sales, support, and engineering teams to provide for better customer satisfaction through a unified approach to supporting products.

- Managing team of support engineers providing post-sale/post-installation assistance to customers at any level on ADTRAN's Unified Communications and Bluesocket Wireless solutions.- Identifying additional testing needs or further product development based on feedback from customers on product usage.- Advocating open communication between sales, support, and engineering teams to provide for better customer satisfaction through a unified approach to supporting products.

- Managing team of support engineers providing assistance to customers at any level on ADTRAN's VoIP communication products.- Managing technical aspect of professional services installation of ADTRAN's VoIP communication products.- Identifying additional testing needs or further product development based on feedback from customers on product usage.- Advocating open communication between sales, support, and engineering teams to provide for better customer satisfaction through a unified approach to supporting products.- Process improvement of both professional installation services and post-installation support to ensure efficiency of support team while balancing it with high customer satisfaction.

- Managing 1st and 2nd level support team for ADTRAN's well established WAN-based product lines of over 100 products.- Serving as an escalation point for customer satisfaction through prioritization of response times and engineering changes to address issues reported by customers.

- Driving of escalated technical issues to resolution by applying advanced troubleshooting methods and engaging engineering or other resources as necessary for product changes.- Interaction with engineering on product changes and future development.- Training and mentoring of 1st level support employees

- 1st level Technical Support to a variety of customer types on ADTRAN's ISDN terminal adapters, CSU/DSUs, and ATLAS integrated access product line.- Interaction with 2nd level support to escalate technical issues for resolution.- Training new peer employees and 2nd level employees.