Assist customer and account team with business continuity strategy, network design, service optimization review, circuit diversity study, and SLA compliance.Business Continuity and Risk Mitigation• Assist in developing solutions to business challenges, taking into account customer’s existing topology•Identify, built, and documented redundancy and backup service or testing plans for mission critical environments•Assist in validations and updates of network diagrams and designs •Help customer maintain network design strategy and integrity by evaluating as-designed network build and performing analysis to document components including critical locations, circuits and design characteristics, and identify areas of network optimization and hardening•Provide second level support for complex network implementations and change management requestsProactive Technical Support•Collaborate with customer and support team to provide customer with Day-2 Operations documentation supporting on-going technical operations•Create and managed customer communication for proactive notification of customer impacting events driven by network-related grooming and maintenance activities, including network outages•Coordinate complex maintenance issues•Provide customer reports on optimization reviews and recommendations, including bandwidth utilization reports to ensure network performance and reliability•Prepare standard and customized monthly and quarterly service performance reports and reviewed them for administration of contracted SLAs•Provide customer training to ensure knowledge of online customer portal for web based self-service and network management tools•Identify and executed on opportunities to improve utilization of customer portal for online network technical toolsTechnical Problem Management•Coordinate incident management process, proactive communication with customer, and technical and management escalations

Managed a staff of 13 Global Implementation Managers for all post sale activity for Global Accounts based in the SF Bay Area which includes order processing and tracking. My duties included managing functional tasks such as project management, service level performance, activity required by other organizations supporting our customer requirements, technical service sponsored meetings with customers and reporting as required. I was also responsible for employee development and training.

Assist customer and account team with business continuity strategy, network design, service optimization review, circuit diversity study, and SLA compliance.Business Continuity and Risk Mitigation•Assist in developing solutions to business challenges, taking into account customer’s existing topology•Identify, built, and documented redundancy and backup service or testing plans for mission critical environments•Assist in validations and updates of network diagrams and designs •Help customer maintain network design strategy and integrity by evaluating as-designed network build and performing analysis to document components including critical locations, circuits and design characteristics, and identify areas of network optimization and hardening•Provide second level support for complex network implementations and change management requestsProactive Technical Support•Collaborate with customer and support team to provide customer with Day-2 Operations documentation supporting on-going technical operations•Create and managed customer communication for proactive notification of customer impacting events driven by network-related grooming and maintenance activities, including network outages•Coordinate complex maintenance issues•Provide customer reports on optimization reviews and recommendations, including bandwidth utilization reports to ensure network performance and reliability•Prepare standard and customized monthly and quarterly service performance reports and reviewed them for administration of contracted SLAs•Provide customer training to ensure knowledge of online customer portal for web based self-service and network management tools•Identify and executed on opportunities to improve utilization of customer portal for online network technical toolsTechnical Problem Management•Coordinate incident management process, proactive communication with customer, and technical and management escalations

Assist customer and account team with business continuity strategy, network design, service optimization review, circuit diversity study, and SLA compliance.Business Continuity and Risk Mitigation•Assist in developing solutions to business challenges, taking into account customer’s existing topology•Identify, built, and documented redundancy and backup service or testing plans for mission critical environments•Assist in validations and updates of network diagrams and designs •Help customer maintain network design strategy and integrity by evaluating as-designed network build and performing analysis to document components including critical locations, circuits and design characteristics, and identify areas of network optimization and hardening•Provide second level support for complex network implementations and change management requestsProactive Technical Support•Collaborate with customer and support team to provide customer with Day-2 Operations documentation supporting on-going technical operations•Create and managed customer communication for proactive notification of customer impacting events driven by network-related grooming and maintenance activities, including network outages•Coordinate complex maintenance issues•Provide customer reports on optimization reviews and recommendations, including bandwidth utilization reports to ensure network performance and reliability•Prepare standard and customized monthly and quarterly service performance reports and reviewed them for administration of contracted SLAs•Provide customer training to ensure knowledge of online customer portal for web based self-service and network management tools•Identify and executed on opportunities to improve utilization of customer portal for online network technical toolsTechnical Problem Management•Coordinate incident management process, proactive communication with customer, and technical and management escalations

As a Senior Terminal and Field Technician I handled voice and data services, this included implementation, configuration, installation and troubleshooting of transport and customer premise devices.Maintain all levels of communications circuits to include DS-3, DS-1 and DS-0 Switched and Non-Switched Services, Frame Relay, ATM, VPN, ISDN PRI and BRI.Also authored training manual that explained how to manage the Vendors, Installation and Problem resolution procedures for newly hired Technicians.

Worked at the Service Desk received calls from Customer's when there service was out. I would write the trouble report and send out to the Engineering Group to work. We would provide status to the Customer's until the issue was resolved.