A highly skilled and results-driven technology professional with over 20 years of experience in leading teams, managing customer service operations, and delivering exceptional technical support in the IP Telecom and IT industries. Proven track record of improving service delivery, managing customer relationships, and overseeing complex projects from design to execution. Adept at driving customer satisfaction, mentoring staff, and optimizing service processes to meet organizational goals. Seeking to leverage my expertise in service management and customer support to contribute to an innovative and growth-oriented organization.• Service operations management experience• Team leadership & staff development• Process improvement & optimization• Client account management, consultation, & sales• Excellent problem-solving & decision-making abilities• Helpdesk & remote support expertise• Exceptional technical support & troubleshooting skills• Project management & coordination experience• Excellent knowledge of IP telecom including SIP, UCaaS & CCaaS, VoIP • Good working knowledge of TCP/IP fundamentals and related technologies such as VLANs, DHCP, DNS and Routing• Good working knowledge of routers or similar firewall devices• Excellent communication & documentation skills