David Ahn Email & Phone Number

Tyler, Tx

Leading Commercial & Carrier Services implementation, and Managed Services for Vyve Broadband.• Co-created career progression plan for Commercial Implementation Team• With leadership team, drove process and tool enhancements that reduced service implementation time by 25%, driving in 10% greater revenue YOY

Tyler, Texas, United States

• Restructured Systems team from Primary / Secondary support model to one where all engineers support all customers, providing better work / life balance when not on call• Cross-trained Applications Engineers to begin supporting applications outside of their primary area of expertise to serve as secondary support• Led partnership with newly acquired company to define integrated processes for patching customers

Corsicana, Texas, United States

• Co-Created Tiered NOC Structure from Tier I – IV (Senior)• Led implementation of Itential automation software – reduced ticket handling by 15 minutes per ticket• Created training guides for Customer Care Tier II team to reduce escalations into NOC• Created dedicated Carrier / Fiber call queue into NOC to expedite service to largest customers at Vyve

Lindale, Texas, United States

• Led Engineering Management team responsible for Mercy Ships Network, Server, and Audio / Video technologies• Managed $3.2M Engineering Operations Budget• Guided implementation of demand management timekeeping system

Lindale, Tx

• Led expansion and implementation of SolarWinds network monitoring software• Led implementation of 24/7 outsourced NOC team• Created Incident Management process flows

Tyler, Texas Area

• Co-led project to integrate B2B ticketing platforms between legacy Suddenlink and legacy Cablvevision, with goal to integrate into a single distributed virtual support team across NY and TX locations• Defined / revised / streamlined KPI reporting to capture department performance in “At a Glance” formats that Senior leadership can easily digest• Identifed outage trends driven by Type II suppliers, successfully worked with Sales teams to eliminate circuit designs incorporating 4 chronically under-performing vendors

Tyler, Tx

• Oversaw development of a dedicated Enterprise Carrier NOC team that provides immediate Tier II support for SL’s largest customers, including creation of a customized alarm filter to facilitate sub-5 minute responses to events impacting carrier services• Identified 2 critical design flaws in Cisco ASR 901 platform that caused nearly 10% device failure rates and worked with Cisco leadership to develop a hardened 901 unit that has had 0 units fail to date• Identified critical carrier routing problems that caused large scale repeat outages, drove effort with backbone leadership to diversify FTTT VLAN paths, implement QoS to protect Carrier traffic, and reduce self-inflicted outages• Worked with vendor leadership teams to address chronic outage sources, driving efforts with both major vendors for SL circuits in North Carolina to re-design their networks and eliminate their own unreliable vendors serving US Cellular circuits• Led highly responsive network support team that VZW leadership informed had directly influenced their decision to award SL West Texas markets with the largest dark fiber contract in SL’s history – approximately $150M over 20 years• Together with VP of NOC, created a career progression plan allowing promotions for attaining Cisco certifications, and career levelling plan recognizing all Carrier NOC Engineers as Level II caliber

Tyler, Tx

• Created and refined processes for Change Management, driving culture change with Regional leadership to ensure over 99% successfully completed customer notifications of scheduled work, and increasing average lead time for fiber work from 5 days in advance to over 11 days today• Drove creation of multiple tools to assist partnering departments, including limited TACACS / CMTS access for SBS (Business Services) Technical Support team, as well as long term contractors implementing North Carolina plant upgrades for Project Imagine (company-wide infrastructure upgrade for high speed data and advanced services)• Prepared credit disputes for vendor circuit outages based on outage SLA’s, netting $150K - $200K in refunds annually

Tyler, Tx

• Completed nearly 1,000 Executive Summaries of major network outages to Senior Corporate and Regional Leadership• Migrated technical support for Suddenlink Carrier division from an outsourced team to the SL National NOC, creating process flows to help support growth of Carrier services from 870 off-network circuits to over 4,500 primarily on-net circuits today, including TDM, Metro Ethernet, and FTTT support for nation’s largest wireless providers• Created foundational NOC training initiatives that have grown into a training academy for new staff• Developed Change Management processes• Created and ran Ticket Articulation seminars to provide training for NOC personnel, setting expectations of quality for Remedy ticket updates• Handled SL Enterprise Change Management communications with Carrier customers for all SL maintenance items• Handled SL FCC reporting for network outages

Tyler, Tx

• Earned CCNA certification and promotion from Plant Monitoring to Backbone Team• Troubleshot and supported Cisco and Juniper routers and switches, as well as Cisco, Infinera, Huawei, Positron, and Prisma optical transport devices supporting both National Backbone and Enterprise Fiber customer accounts

Tyler, Tx

• Led highest performing Technical Support team at Suddenlink’s largest national call center• Created a “points” system to measure agent sales performance still in use today• Developed solutions that became standard troubleshooting process flows for newly deployed technologies such as 2-way Cable Cards

Tyler, Tx

• Maintained 100% Attendance / Adherence rates, set team records for highest performance score card numbers and most customer Kudos