Frank Clair Email & Phone Number

Dallas, Tx, Us

Title: Senior Systems AdministratorCompany Name: AT&TLocation: Centennial, COFrom: August 2017To: December 2022Description:I provided leadership in managing incoming Call Center projects for Enhanced Response Solutions Center (ERSC) involving Cloud Contact (ACC, TAO, MS Teams, Five9, and Cisco UCCX/UCCE), from pre-production engagements to post-production escalation and support and client hot handoff.My mandate included creating statements of work, leading Global Escalation team, developing support methods, and creating escalation call schedules. I hosted planning, knowledge transfers, update calls, and outage/issue resolution events. Additionally, I gathered incoming client data and packaged/uploaded to team SharePoint.HIGHLIGHTS✯ Produced monthly stewardship reports for clients outlining contract key performance indicators (KPI), accomplishments, and service levels; maintained 99.99% contractual threshold platform availability.✯ Saved money and increased productivity for company by engaging with technical team to successfully resolve several complex and long-standing hardware, software, and network connectivity issues.✯ Partnered with Service Delivery and Sales, as well as project stakeholders to create new business templates.✯ Improved operations and generated customized experiences by leveraging system capability and streamlining several critical processes.✯ Held concurrent roles of client success manager and escalation manager.

Dallas, Tx, Us

Title: Senior Client Service Project ManagerCompany Name: AT&TLocation: Centennial, COFrom: August 2012To: August 2017Description:In this role, I was accountable for all aspects of project and program management associated with the implementation of assigned external customer-facing engagements. I managed relationships with AT&T’s strategic customers during high-value, long-term project/program management life cycle. This included defining project scope and objectives and guiding project activities, including task delegation, resource identification, and master timeline establishment for deliverables. I delivered impact by addressing change requests, approvals, and processes, scheduling routing changes and assigned change executables to engineers, and attending weekly/bi-weekly/monthly/quarterly/end-of-year placeholder meetings to provide RCAs/updates on outstanding issues, as well as updates on projects from kickoff to handoff. I also provided outage management, engaged vendors, and communicated with client management teams.HIGHLIGHTS✯ Functioned as team lead; schedule shifts for 7-day work week.✯ Provided customer success management for large government account-host (via ATT Connect/Webex/MS Teams).✯ Onboarded multiple clients while supporting Call Center platforms during onboarding and post-deployment.✯ Worked with Day 1 project team on new deals. Created process flows, documentation, and presentations.✯ Identified key internal/external stakeholders necessary for project completion.

Dallas, Tx, Us

Title: Client Services Manager (CSM)Company Name: AT&TLocation: Centennial, COFrom: September 2011To: October 2012Description:I maintained the relationship between assigned AT&T-managed clients and AT&T Enterprise Routing Service Organization. This involved working with technical support team to ensure stability, security, and supportability of clients’ platforms (monitoring capabilities, performance tuning, capacity planning, and maintenance of overall device and platform health). I coordinated development (MOP/SMOP change documentation), review, approval, and scheduling of customer change activity, as well as tracked and reported service remediation plans. I also maintained documentation related to client accounts and developed and presented monthly stewardship reporting packages.HIGHLIGHTS✯ Functioned as liaison between AT&T support team (ERSC) and customer's support and management teams for all operational processes, issues, concerns, and projects, with accountability for client experience. ✯ Conducted post-outage reviews (POR), managed service incident reporting (SIR), and developed/delivered root cause analysis (RCA) to AT&T management and customer.✯ Coordinated clients’ change management processes and provided communication on behalf of ERSC Operations Team for fault/outage management, with 24/7 on-call status.✯ Served as quality gate for acceptance of new ERS deals enabled by Service Delivery Team.

Dallas, Tx, Us

Title: Client Technical Lead - Government Account ERSC Maintenance TeamCompany Name: AT&TLocation: Centennial, COFrom: December 2007To: September 2011Description:Duties included supporting 300+ peripherals. I managed trouble tickets and organized conference bridges with supported clients and internal staff. Additionally, I partnered with Cisco representatives to perform root cause analysis to resolve problematic client issues and collected data for use in engineering specials and service releases.HIGHLIGHTS✯ Performed issue troubleshooting with Cisco Intelligent Contact Management (ICM 7.x) and Cisco Voice Portal (CVP 4.x) involving IOS devices (Ingress and VXML gateways), Wintel devices, historical data servers, admin workstations, application server/voice browser combo boxes, ICM peripheral gateways, CVP peripheral gateways, and ASR (Nuance) servers.✯ Secured Homeland Security High Risk security clearance to support government client via technical support and on-site visits during high call volume weeks.