Christopher E. Email & Phone Number

Covington, Louisiana, United States

- Customer Escalation & Complaint Handling- Interface for service reviews with customers and Globalstar team- Jeopardy management of service levels against customer SLA's- Support of Incident management, reporting & logging.- Internal process development, documentation and production of how to guides- Driving Process / system improvement projects- Leadership, motivation, management and development of the quality team to ensure all staff are adequately skilled & capable of performing their functions.- Ensuring all processes, and activity level instructions are well documented and understood by Globalstar team- Interface with manufacturer on quality, anomaly response, repair, and warranties.- Plan, execute, and oversee inspection and testing of incoming and outgoing product to confirm quality conformance to specifications and quality deliverables- Assist operations and local quality function in tracking, documenting, and reporting quality levels as well as CSR- Analyze and investigate customer service complaints or reported quality issues to ensure closure- Monitor risk-management procedures, and maintain and analyze problem logs to identify and report recurring issues to management

Miami, Florida, United States

- Manage relationships with multiple stakeholders, oversee and ensure the quality delivery of the team’s assigned projects- Collect, measure, report and communicate project progress with a variety of leaders/groups inside and outside of IT- Deliver exceptional satellite connectivity excellence in all aspects of the support to our O·C·E·A·N Platform andFramework- Responsible for all aspects related to taking projects from original concept through final deployment and contributesas a subject matter specialist in technology infrastructure implementation- Oversee the operation and support of all satellite services for MedallionClass ships provided by partner companieslike SES Networks- Participate in strategic and operational processes by working with senior management while ensuring IT initiativesachieve business goals by fostering innovation, prioritizing initiatives, and coordinating the evaluation, deployment, and management of current and future projects- Ensure satellite connectivity strategy is executed effectively, with a focus on availability, serviceability, reliability, and continuous improvement- Develop, maintain, and enforce effective architecture innovation, processes, procedures, and new standards- Developed and implemented the shipboard satcoms systems technical support operation for the Princess Fleet- Built the operations program by developing purchasing methodologies not existing in any of Carnival Corporation'sother brands- Identified systemic issues not being reported by our satellite provider for manufacturer to permanently resolvethrough hardware replacement and/or firmware revisions/updates

Miami/Fort Lauderdale Area - Usa

- Establish and maintain RCL's overall satellite network archtectural program- Work proactively to implement procedures that meet RCL's defined polices, best practices, SLA’s and standards- Technical direction and guidance to management as it relates to VSAT (GEO, MEO, LEO), Bandwidth Management, Satellite Bandwidth Purchase, In-port Wireless (WiMAX), Microwave, PBX/DECT, Internet/iCafe, Cellular at Sea and related technologies- Develop architecture specifications and lead the overall shipboard telecommunications roadmap for the enterprise- Develop, architect, manage, coordinate Maritime and Land-based VSAT projects encompassing equipment selection and purchase/lease, system configuration and commissioning of new and non-standard equipment concluding to pre and final installation, testing, operation and documentation- Professional and thorough site survey of land-based and maritime based VSAT installations- Interpret regulations, industry practices, and business policies to make advisory recommendations for management decisions

Miami/Fort Lauderdale Area - Usa

- Answerable to all aspects of satellite and associated technologies and their interactions with other systems- Guarantee that the company's satellite network assets are designed, installed and maintained to RCL’s standards at all enterprise locations, including shipboard, private island destinations, IT labs and shipyards- Establish and maintain RCL's overall satellite network engineering program- Perform technical interviews and selection of prospective new hires- Develop, architect, manage, coordinate Maritime and Land-based VSAT projects encompassing equipment selection and purchase/lease, system configuration and commissioning of new and non-standard equipment concluding to pre and final installation, testing, operation and documentation

Miami/Fort Lauderdale Area - Usa

- Support of all satellite related activities of RCL's IT organizations including planning, testing, reporting and recommending proper remediation measures- Provide training and coaching to support staff- Infrastructure health monitoring and maintaining of satellite networks, WAN optimization, QoS, traffic shaping, compression, TCP & HTTP acceleration, analysis, reporting- Senior Level Support to resolve system related issues within SLA for the fleet and collaborate with vendors as needed to escalate unresolved problems- Ensure on board Internet Cafés provide exceptional user satisfaction for RCL’s Guests and Crew members

Miami/Fort Lauderdale Area - Usa

• Professional and thorough site survey of land-based and maritime based VSAT installations• Develop, manage and coordinate Maritime and Land-based VSAT projects encompassing equipment purchase, system configuration of new and non-standard equipment concluding to final installation, testing, operation and documentation• Interpret regulations, industry practices, and business policies to make advisory recommendations for management decisions• Infrastructure health monitoring and maintaining of satellite networks and WAN optimization appliances• Senior Level Support to resolve system related issues for the fleet within SLAs and work together with vendors as needed to escalate unresolved problems

Miami/Fort Lauderdale Area - Usa

- Technical management of Royal Caribbean International, Celebrity Cruises, Air tours, Premier Cruise Line, Cunard Cruise Line, Offshore Oil & Gas, US Navy accounts- Managed, coached, trained and mentored junior and entry level technicians to install and maintain VSAT and baseband systems- Upgrade existing systems as new technology develops- Direct corrective action with vendors, engineering, technical and data staff resulting in the repair and documentation of off-baseline system performance- Coordinate with teleports to cutover and bring new or existing systems on line- Installation/upgrade/repair/preventative maintenance schedules, status reports, and updates to MTN staff and customers- Troubleshoot and repair of off-baseline land based and marine stabilized VSAT systems in a global arena