Global Wan Team Lead
Greensboro/Winston-Salem, North Carolina Area
• Led 30 individuals and department in resource management, project delegation and coordination of the team’s activities including onboarding new employees to integrate into the support teams.• Created process development for ways of working in order to drive efficiencies.• Cascading company strategies and business objectives throughout the team and monitoring progress through regular follow-ups and performance management.• Managed incident, problem, and change management to ensure integrity of operational environment.• Developed and implemented competence plan to identify training needs and ensure that the proper skillsets were represented in the team.• Trained all team members on best utilization of support tools, ticketing systems, and monitoring tools.• Traveled to Bangalore India to recruit, mentor and train personnel to provide tech support.• Delegated and reviewed projects. • Developed, supported, and implemented continuous improvement activities and proactive initiatives with focus on productivity and cost-efficiency. • Standardized and coordinated documentation policies and processes.• Secured operational activities that supported local, regional and global customers.• Ensured execution, follow up and reported against the agreed performance KPI’s and targets.• Established HR agreements for team members and identified actions for Teams Personal Business Plan.• Interface with 11 local and Global WAN suppliers. • Traveled to Canada, India, Malaysia, Thailand, Japan, UK, and Sweden to meet with suppliers to establish relationships and agreed processes based on MSA. • Create and update workflow documents for supplier portals. Maintained access for all individuals and consolidated and standardized use of the portals. • Standardized the structure for service review meetings.• Defined and established escalation processes for service management, technical, operational and deliveries. • Developed proactive measures to enhance business continuity.
