Jared M. Email & Phone Number

United States

Atlanta, Georgia, United States

Greater Atlanta Area

Manager Services Provisioning Operations•Provides leadership and technical expertise for the Services Provisioning Operations team supporting Cox Communications suite of services such as video, data, telephone, home security, and numerous support tools for both internal and external customers. •Increased platform reliability to consistently exceed 99.9%, decreasing “self- inflicted” platform outages by developing and enforcing standardized implementation and build testing procedures for DevOps staff.•Partner, develop, maintain and foster effective relationships with numerous Cox teams both inside and outside of the Technology organization providing updates on projects, addresses risk and concerns. •Identifies risks and issues with the potential to impact applications and the ability to successfully provision new services and specifies appropriate action to correct those problems •Reports on application performance, root cause analysis, defect prioritization, and the status of maintenance projects to senior management. •Implemented changes that have improved communication between Atlanta and field offices, decreased trouble tickets and improved our operating model and process. •Leads numerous meeting with business stakeholders, providing overviews of applications, data analysis and updates on key projects. •Accurately predicts time and labor forecast on key capital expenditure projects ensuring budgets remain within estimates. •Lead team through many large-scale projects such as application migrations and implementation of new services and tools.•Created and lead cross functional meetings with business partners and support organizations•Created and maintain daily, weekly, monthly and yearly reports that are used to communicate challenges and wins for the organization•Leveraged relationships across the organization and company to improve productivity and enhance services while meeting the needs of the business

Greater Atlanta Area

Support Cox Business voice manager, data, internal/external web applications, and ITV/TV Caller ID. Consult with internal customers to capture agreed upon business objectives and processes. Establish and maintain relationships between Atlanta and local market teams to meet service level agreements, and facilitate open communication and trust between teams. Assist management by attending management meetings, delivering outage information, and representing team in product meetings as needed. Perform research and fact finding to determine business requirements and specifications for development of end user programs, operational procedures, and support. Communicate processes and their implications to technical and non-technical contributors to ensure that applications accurately meet business users’ goals. Report on application performance, defect prioritization, and project status to management and business partners.

Hampton Roads, Virginia

Supervised the Systems Operations Center (Test Desk). Ensured mean time to repair standards were met in accordance to SCC reporting standards. Evaluated trouble ticket finding codes from technicians to increase the effectiveness of telephone training programs, and established best practices to meet customer needs. Established cross-functional teams to maximize work performance and to build and maintain strong interdepartmental relationships, improving lines of communication and driving internal customer satisfaction. Challenged technicians to resolve customer reported troubles in-house or route to the correct fix agent. Managed System Operations Center VOIP implementation and voicemail platform upgrade. Elected by peers to serve on the initial Supervisor Advisory Board implemented to increase customer satisfaction scores and develop better internal business practices. Provided technical expertise for team members when needed to include training classes and real time spot training.

Oklahoma City, Oklahoma Area

Lead team on day-to-day operations that included schedules, responsibilities, work assignments, and Cox Business design meetings. Delegated new installs, trouble tickets, and change orders to other technicians. Assisted in daily operations, maintenance, and repair of the Nortel DMS 500 switch and subsystems. Programming experience on voicemail platform, voice intercept, Cognitronics, and EMRS. Troubleshot various problems involving T-1, PRI, Centrex, hunt groups, and analog lines. Project managed large customer conversions and other telephony projects such as Tinker AFB and the Oklahoma City Government. Served on project team that launched the OPTIX application in Oklahoma.

Tinker Air Force Base, Oklahoma 965 Aacs

Performed airborne operations, diagnostics and maintenance of communication, data, and electronics systems on the E-3 AWACS. Monitored and optimized electronics systems for maximum performance on system malfunctions. Verified equipment status and coordinated information necessary to program, operate, and maintain electronic equipment. Maintained a Top Secret security clearance, awarded the Aerial Achievement medal, The Air Force Achievement Medal, two Good Conduct Medals and over 2,000 hours of flight time. Deployed to the Middle East in support of Operation Southern Watch (Saudi Arabia) and Operation Northern Watch (Turkey).

Bachelor Of Science In Business Management

Basic Electronics Principals School

Airborne Communication Technician Theory/Operation School