AT&T Transition Manager• Reviewed presale RFP requests to provide solution architecture, cost estimates, and estimated implementation timelines.• Provided feedback to business analysts and sales teams for requirements gathering.• Collaborated with global team of network operation professionals to smoothly transition large infrastructure customers to ITIL processes and procedures. Operations Management:Managed a team Tier 2 network support engineers supporting Fortune 500 companies in fast paced service level agreement driven environment. Executed all second line management activities including but not limited to staffing, process writing, quality control, trend analysis, and customer escalation support.• Established departmental policies and procedures that ensured adherence to standardized fault management practices to ensure adherence to service level agreements for various clients.• Maintained and managed tests for IT based disaster recovery programs.• Met with potential clients and vendors, lead tours and provided details in regards to the services and products the company offered.• Handled HR duties including associate training, development, coaching, and performance evaluations; conducted employee terminations when necessary.Six Sigma Black BeltITIL Foundation CertificationOperations Manager• Managed issues and considerations throughout the onboarding process by employing effective communication and negotiating skills while interlocking with project stakeholders, including customer third party vendors and AT&T sales teams.• Utilized technical skills during migration activities to quickly identify, isolate and resolve issues.• Tracked and evaluated operations immediately after transition period to ensure all defined processes were implemented and working as expected.• Developed and presented training implementation plan to upper level executive and global customer support personnel.