Glenn Macpherson Email and Phone Number

My Duties and responsibilities include, but not limited to:• Lead the IT response to user problems or vendor reported events, insuring a complete and ready to return to full operating conditions from service incidents.• Use ticketing tools, call center technology and associated resources to support users and infrastructure and to resolve problematic incidents and events.• Insure that data is protected in accordance with all regulatory and agency standards.• Provide remote and on-site support of IT support desk teams and team members.• Supervise, train, and mentor IT support desk team members and business partners.• Lead and participate in quality improvement efforts.

-Served as Senior Network Analyst / Helpdesk Support Manager supporting multiple locations with responsibility for over 25 Operator Services Call Centers with analytical skills and sense of ownership for problem resolution.-Managed SharePoint trouble tickets reducing outage duration (MTTR – Mean Time To Restore) from several hours to single minutes – 99.999% reliability thus saving Verizon over $800,000.00 in penalties previously paid out to under $2,000.00 in penalties.-Managed projects and assisted in planning, support, and in team environment; experienced in systems integration, and assisted other technical projects such as implementation roll-outs.-Oversaw requests, incidents reported and problems called in. I managed and coordinated complex and urgent support issues, including hands-on technical assistance. I coached and mentored associates and testers, and managed staff activities and processes including ticket generation and escalations.-Strong troubleshooting skills on hardware and software issues, including Firewall administration.-Provided LAN/WAN maintenance ensuring it is secure and meeting standards; additional experience in TCP/IP networking.-Managed, supported, and configured network devices, VoIP phone work stations, switches (Nortel, Cisco); additional experience in VLAN-WAN optimization; some experience in UNIX, and other reporting systems.-Working understanding of basic debugging techniques such as analysis of dump files, tracing, performance tuning, and monitoring.-Monitored, analyzed, and tracked performance trends and variances. Subject Matter Expert (SME) to non-LiveSource peers.-Administered multiple web based operating system environments (Windows).-Experience in LDAP (MS Active Directory) administration; experience in operating system platforms and databases (ETMS, Oracle).-Assisted peers with server support, including administering SQL commands.-Experience in Sharepoint SCCM (System Center Configuration Management) Admin.

• Managed, developed, and led team of 15-20 Outside Technicians performing Line work placing Fiber Optic Cable for Network growth; took lead in orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees. • Interfaced with all levels of Verizon Management across multiple departments. • Placed FTTP (Fiber To The Premise) ahead of set determined schedule delivering FiOS product for revenue and growth to 16 municipalities north of Boston, MA.• Reported time in WorkBrain and PeopleSoft applications; met all Safety compliances (OSHA) and requirements without incidents.• Managed company resources for optimum benefit at low expense. Worked with local municipalities and utility companies bridging partnerships and fostering productive relationships.

Communicated job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing job duties; enforced policies and procedures. Achieved operational objectives by contributing information and recommendations to strategic plans and reviews; prepared and completed action plans; implemented production, productivity, quality, and customer-service standards; resolved problems; completed audits; identified trends; determined system improvements; implementing changes when necessary. Met financial objectives by forecasting requirements; prepared an annual budget; scheduled expenditures; analyzed variances; initiating corrective actions. Took ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Managed inventory control, tracked budget expenses, oversaw process improvements, developed budgets, managed projects, coached and supervised staff, trained for proficiency including self-development, and performance management.• Met with Managers to develop strategic sourcing initiatives and find alternate sources for goods.• Worked with other departmental managers to manage to determine quantities required to meet Operations material requirements.

• Solved problems and made decisions on daily basis on multiple issues concurrently. I was responsible for my team’s accuracy and accountability for their daily assignments. Managed a diverse team on rotating 24x7 schedule for Center coverage.• I monitored associates development and performance. I met all service level objectives for the Call Center; I met all organizational roles accepting responsibility and accountability on service requests.

Previous Work History with Verizon:Field Team Leader - 2002-2003Dispatch Supervisor - 1999-2002Staff Associate – Accounts Payable - 1997-1999Service Representative - 1988-1997Verizon Training / Technical Courses• Basics of Cloud Networking• Cisco CCENT Course • Networking TCP/IP Fundamentals• DS1 and DS3 Circuits • Managing Conflict Resolution• Time Reporting and Absenteeism • OSHA Safety Regulations• Labor Relations Course