Managed all aspects of production support for VoltDelta’s large-scale, distributed Hosted Operator Services platforms and customer platforms including: - SLA Management for services provided by the Switching Support team to Customers and for services provided by Third-Party Vendors to the Switching Support team,- New feature introduction related to features that will improve the services provided to customers, address needs identified as part of our TL9000 continuous process improvement program, or address preventative actions resulting from root cause analysis following a service disruption,- Managed departmental resources to insure that daily maintenance items and longer-term project implementation efforts are balanced to meet company and customer needs.Managed a team of 2 Managers and 14 Engineers. Interfaced with Development, Product Test, Product Support, Project Management, Account Management and Network Services. Participated in product/project team meetings to ensure the supportability of the product/project in general, addressed any supportability issues that arise and ensured the availability of the necessary support resources for the various projects/events supported by the Switching Support team. Reviewed and provided input to project plans and schedules in support of this objective.Assessed individual skill levels; identified training needs and opportunities to obtain the required skills/training. Advised executive management on outages, product issues, and potential customer escalations arising from product problems identified through technical support calls with customers.Developed and maintained Technical Support processes, procedures, and work instructions required for training and reference for the team as well as TL9000 compliance and SOX compliance.Implemented and managed process changes to ensure that financial processes were compliant with Section 404 of the Sarbanes Oxley Act of 2002.

Managed the Customer Support department and is responsible for the overall direction, coordination, and evaluation of this unit. Interviewed, hired, and trained employees; planned, assigned, and directed work; appraising performance; rewarded and disciplined employees; addressed complaints and resolved problems; developed career path; conducted salary reviews and made recommendations; monitored performance objectives; provided guidance and counseling; and terminated employees when necessary.Reviewed project proposal or plan to determine time frame, funding limitations, procedures for accomplishing project, staffing requirements, and allotment of available resources to various phases of project.Directed and coordinated installation of hardware and software and other activities of project personnel to ensure project progresses on schedule and within prescribed budget.Managed, tracked, and analyzed problems. Prepared project reports for management and customer.

Managed the profitability of a customer account by assuring acceptable margins were generated on all products and services provided. This was accomplished by establishing and maintaining a high level of customer satisfaction; managing customer expectations and working with all internal organizations to assure all milestones were achieved and all products exceeded customer requirements.Worked with customers to develop User Requirements which were in turn to formulate Functional Requirements for new platforms as well as enhancements to existing platforms.

Focused on direct customer relations. Monitored and measured issue resolution delivery against contractual commitments for resolution timeframes.Utilized iTrac for reporting purposes.Managed technical employees, developed team members’ objectives, conducted annual performance/salary reviews and managed employee relations.Developed, maintained, and analyzed technical support processes, made improvements where necessary.