Responsible for providing 24x7x365 Tier I and Tier II support of Windstream IP Core / Backbone and Access networks. Lead 2 departments consisting of 120 employees including network managers, engineers, and analysts across 3 geographical locations (Greenville, SC, Atlanta, GA and Little Rock, AR). These teams provided the service assurance for IP/Data products and high-speed internet delivered over multiple dissimilar non-integrated networks. Accomplishments include:• Reduced operating expense by 42% by partnering with internal groups, streamlining departments and tools and process improvements• Represented IP OPS in a weekly C level meeting providing insight for areas of improvement in the IP and Access NOC along with detailed reviews of high level service impacting incidents• IP Operations customer relationship manager for high profile customers to include QBR’s• Redesigned organization and created high-performing operations team that consistently delivers best in class operations support and metrics attainment• Reduced outage MTTR by over 50% and consistently achieved 95% or greater on OLA targets • Contributed in the launch of a Network Change Management Process to constrain at risk activities to the maintenance window and minimize potential for self-inflicted service impacting events• Established a tiered event/incident management process to differentiate service impacting events by priority • Oversaw QBR’s for equipment, support, sparing, staffing vendors and service providers• Deployed an outage/event notification system to improve corporate communications during outage events

Responsible for providing 24x7x365 Tier I and Tier II support of Windstream Voice Operations. Lead multiple departments consisting of 130 employees which included network managers, engineers, and analysts across 3 geographical locations (Greenville, SC Cedar Rapids, IA and Little Rock, AR). This included the operational support and engineering of Windstream’s VOIP and TDM voices services. • Set priorities of the department facilitating the reduction of long duration tickets by 70%• Represented Voice OPS in a weekly C level meeting providing insight for areas of improvement in the Voice NOC along with detailed reviews of high level service impacting events • Established a tiered event/incident management process to focus the group, resulting in a MTTR reduction of over 36% • Voice Operations customer relationship manager for high profile customers to include QBR’s• Developed best practices including more stringent KPIs and metrics• Oversaw QBR’s for equipment, support, staffing vendors and service providers• Implemented a standard outage notification process to ensure focused communication to customer facing BU’s• Realigned team members from existing staff, and created key processes for critical functions to increase focus and reduce outages

Responsible for providing 24x7x365 Tier I through Tier III support of Windstream IP Core / Backbone and Access networks. Responsibilities included leading a 110-person technical department of network managers, engineers, and analysts across 3 geographical locations (Greenville, SC Charlotte, NC and Little Rock, AR). These teams provided service assurance of IP/Data products including high-speed internet and IPTV delivered over multiple dissimilar non-integrated networks. • Developed and implemented best practices including more stringent KPIs and metrics• Directly managed a team of 7 managers and 4 senior engineers, overseeing 95+ NOC engineers and analysts responsible for monitoring and repair responsibilities on the IP/MPLS, IPTV, and Broadband networks for Windstream• Conduct QBR’s with equipment vendors to evaluate their performance and establish necessary changes to contracts• Implemented standard formats for troubleshooting and resolution notes on all outage tickets• Established documentation standards and process for communicating outage and mitigation details to internal business units for customer dissemination • Developed and implemented new roles and responsibilities for incident management resulting in reduced notification time and overall MTTR

Responsible for the building, implementation and strategic direction of the ATM (Air Traffic Management) Operations and Maintenance group. Direct and lead teams of managers, vendors and principle engineers to ensure that the next generation of flight separation is operational, monitored and maintained. Set Operations and Maintenance strategies for a 5 9’s nationwide system of 700+ Radio Sites, 300+ SDP’s, hardened Control Stations and staff providing critical separation and flight services to the FAA.• Responsibilities include vendor management, Systems Engineering, Operations, Maintenance, Security Engineering, Network Engineering and customer communication/notification• Briefed executive management and the FAA on progress of the program at the PMR (program management review) to include addressing any customer concerns or questions• Made certain that all outages are identified, processed, resolved and communicated with executive management and the customer• Created processes and procedures to ensure that the services provided to the FAA are closely monitored and quickly resolved by the NOC and engineering teams, ensuring all SLA’s were met• Chaired all audits by the IG (Inspector General) on operations, maintenance and security, driving the resolution or mitigation of all issues submitted by the IG teams• Identified and drove the creation of a comprehensive tools and training program to ensure rapid repair of equipment, systems and network events to make certain that services stay online with minimal interruption

Responsible for HSD, VoIP, Mail Operations and Hardware and System Tier II organizations. Managed a team of 4 Supervisors, 40+ NOC technicians and analysts and 11 Tier II Network and Systems Engineers.• Ensured that the Tier II Engineers provided OJT and structured training sessions with the NOC technicians on new and existing products to improve Tier I MMTF by 25% and reducing escalated issues to Tier II by 40%. • Ran and oversaw several projects while at TWC including the successful consolidation of a NOC in Coudersport, PA to the Herndon, VA NOC reducing staffing requirements and lowering budgeted headcount by $900,000.• Created and built a Tier II group of 5 System Engineers for systems support, responsible for providing support to all TWC systems including national support for all TWC Voice Mail systems eliminating the need for regional Tier II centers reducing regional operations costs.• I successfully ran the various teams and projects to ensure that the various goals of the organization were met or exceeded.• Managed the Tier II Switch OPS group that provided support to all network hardware in the VoIP network.• Oversaw and implemented several projects to standardize NOC functions across all platforms and regions reducing MTTI, MTTR and MTTF (Mean Time to Identify, Repair and Fix).• Implemented new monitoring policies to ensure that all issues were identified and ownership was taken by the various groups this project decreased the MTTI by 35% for outage issues.• Managed the creation of a ticket quality program, a balanced score card program, worked with Deloitte and Touche to create and implement a skills assessment program for technicians to ensure the right people were in the right positions. • Directed the AlarmPoint project ensuring that the program met the need of the department for notifying senior management thorough out the company.

Manager of the Managed Services Tier III Federal Onsite support. Responsible for 16 onsite Federal Tier III NOC and SOC (Security Operation Center) Engineers providing support to various government agencies. • Partnered with various government agencies to ensure all support requirements were met.• Worked with account teams and various government agencies directors to ensure all contractual obligations were met while staying in the established budget.• Ensured that all necessary training was procured for Security Engineers.

Responsible for the budgeting and initial turn-up of NOCC support activities for a new nationwide 4G/WiMAX network deployment. Set Service Delivery and Service Assurance strategy and direction for rapidly growing 4G WiMAX implementation and support group. Built and managed teams of 40+ FTE and 10+ contracted employees, which included Engineers and Network Technicians. • Responsible for the budget for personnel and equipment.• Planned, organized and implemented all processes and requirements for NOCC Support. • Negotiated software, hardware, consulting support and resource allocations for center activities. • Responsible for vendor program management and coordination of network deployment and installation.• Created and managed an integration team for all communications and initiatives related to new product roll-out plans, and company partnerships. • Managed the creation of the customer service team and oversaw the development of the processes and tools customer service used to support 4G customers.

Managed the day-to-day operations of a team of 20+ Support Technicians, providing service assurance for Sprint’s top tier federal and non federal customers. • Created and implemented several process efficiencies to improve alarm response and customer support reducing the response time by 30% for government customers. • Managed vendors for consulting and outsourcing services (domestic and offshore) in support of assigned programs and projects.• Responsible for developing many interdepartmental and internal process improvements to ensure that all contractual obligations were met or exceeded. • Enabled consolidation of customer maintenance and emergency notifications between the MSSA and IP Services organizations to improve customer notification intervals by 50%.• Proposed and implemented the consolidation of all Standard MSSA customers eliminating the need for existing and additional personnel reducing operation costs by $2,000,000. • Collaborated and partnered with several internal fix agencies (IP Services, GSA, and International Ops) to improve the working relationship between these groups and create efficiencies.

Provided the day-to-day management and direction for a team of 30 Level I and II Engineers, providing network implementation assistance for a variety of Sprint IP Network products. This group managed the turn up of circuits with bandwidths ranging from 56K to OC 48 using 100% Cisco Based Networks.