David Kruso Email & Phone Number

Everett, Wa

Core Duties:- Build, delete, and manage PVC’s within network elements to correct routing issues within the network. Use advanced diagnostic tools within device management applications to isolate outages and issues preventing connectivity to BRAS equipment.- Program network elements (routers, aggregators, switches, DSLAMs) to correct discrepancies in protocol type, manage IP addresses, isolate outages, and resolve issues with network connectivity.- Translate statistical display information on individual ports, network cards, circuits, and trunks for all ASAM and DSLAM models, aggregators (both gigE and ATM), ATM / frame relay switches, and gateway / core routers to isolate possible errors or outages and identify results that fall outside of established company standards.- Find and manage customer specific account information within billing and inventory systems to determine or correct DSL service type, service state, service address, provisioned services, available speeds, network equipment, office equipment, facility information, and circuit details.- Proactively manage ticket and service order queues to investigate and resolve issues preventing network connectivity to BRAS equipment.- Isolate congested circuits within the network using advanced diagnostic tools and work with capacity management teams to resolve.Projects:-Supervised bubble force of 16 contractors brought on to assist with systems transition for 1 year following acquisition of all Verizon properties in thirteen states by Frontier Communications.-Developed troubleshooting processes and training used for data network maintenance for all DSL services provided in the state of West Virginia by Frontier Communications.-Core member of legacy initiative team, responsible for proactively identifying process gaps between legacy Frontier territories and Verizon acquired territories and facilitating resolution from project inception to implementation and regular review.

Floor Operations Supervisor~Worked as an acting CCM and lead supervisor on multiple contracts within the company.~Supported multiple clients / contracts including Verizon Wireless (prepaid care, tier 2 & 3 technical support & indirect channel care) and T-Mobile (Tier 3 technical support).~Helped launch multiple new call centers within the company from project inception through operational ramp up and hiring / training of new employees.~Responsible for quality monitoring, coaching and career path mentoring a team of 17+ call center agents.~Enforced disciplinary processes such as performance improvement plans and terminations.~Outbound call dialer administration (AVAYA) for multiple large marketing campaigns focused on VzW’s indirect sales channel.~Real time analysis and reporting of service levels and balancing inbound / outbound call queues.~Provided training and worked other special projects as assigned.~Participated in the interview process of potential new hires.~Communicated organizational changes, policies, etc. ~Created and conducted monthly and annual reviews.~Facilitated team meetings as well as both internal and client facing focus groups.~One of sixteen WDS Global Brand Ambassadors selected from within the company (3,000+ employees) to work with Gyro:HSR, a marketing firm in the U.K. to re-image our brand and market it to the wireless industry.~Member of WDS2 Health and Wellness Committee and WDS Global Spirit Committee.

~Responsible for meeting monthly total sales goals and wireless units sold with expectations of month over month and year over year profitability increases.~Consistently led store in total sales and wireless units sold by creating rapport with all customers utilizing great customer service which in turn created repeat business opportunities.~Helped train sales associates in new sales techniques and customer service skills.~Performed on site and over the phone troubleshooting for customer's device issues.