• Personally handled 30% of escalations from our network operations center agents, and as needed by my Senior Manager, resolving complex issues efficiently and contributing to a noticeable boost in customer satisfaction and service quality.• Guided field technicians, business customers, and third-party vendors through complex voice and data network challenges, reducing downtime by 95% and escalating rare issues when the need called for it.• Provisioned and configured network equipment (DMS 10, DACs, MUXs, DSLAMs), SAAS like Broadworks, the Meta-Switch, and Adtran Operational Environment ensuring A-grade customer experience.• Collaborated cross-functionally with Business Services, Provisioning, and field teams improving service reliability and onboarding protocols.• Being subject matter expert on particular products, I was able to leverage this to train and mentor junior staff on processes and best practices.• Developed process documentation, ensuring compliance and promoting efficient knowledge transfer, through learned experience, data, and situational occurrences.

• Crafted engaging manuscript and blurbs, capturing readers’ attention and boosting pre-order sales.• Designed visually compelling book covers, aligning with market trends and increasing reader interest.• Managed and optimized social media marketing campaigns using META Ads, Facebook Business Suite, and Google Analytics, resulting in an increase in audience engagement.• Executed pre-order and review strategies, securing advanced feedback and enhancing book visibility prior to launch.• Strategized distribution and sales channels, optimizing pricing and royalties to maximize revenue.• Tracked and Analyzed key performance metrics like CPC, Reach, Impressions, and ROAS, leading to an improvement in ad campaign effectiveness.• Authored “A Heart of Fire,” ensuring clarity, coherence, and market readiness.• Developed and uploaded metadata, selecting optimal publishing platforms and distribution strategies, which expanded market reach.• Implemented a comprehensive book launch strategy, including keyword research, paid promotions, and newsletters, driving successful book launch.• Coordinated advanced review copy (ARC) campaigns, gathering valuable feedback and enhancing market readiness.

• Spearheaded efforts to reduce technical issue resolution times by 25% through in-depth research and process improvements by leveraging tools like Jira, Confluence, and Smartsheets to track progress and ensure smooth program execution.• Serve as the primary customer point of contact, managing expectations, service delivery, and building strong relationships by maintaining enterprise client relationships to enhance customer retention on a case-by-case basis by 90%.• Designed performance KPIs, improving team efficiency and meeting 95% of resolution targets.• Oversaw a high-performing team, driving improvements through targeted training, support, and analyzing Net Promoter Score (NPS) drivers.

• Delivered comprehensive network support to over 40,000 international OpenTable customers remotely, configuring switches, routers, and firewalls to ensure seamless operations.• Leveraged expertise in systems including Salesforce, RAT, Command Prompt, and SQL service to troubleshoot and resolve issues within a managed services environment, adeptly identifying and correcting corrupted database files.• Maintained professionalism and composure in managing challenging customer situations, prioritizing customer experience to drive departmental metrics consistently.• Conducted database backups and provided guidance to customers on software and hardware installation and maintenance, facilitating smooth operations and enhancing user proficiency.