PROFESSIONAL EXPERIENCE VERIZON/MCI 1987-2016Technical Service Manager / Global Accounts (Charlotte, NC: 1999-2016)• Played a key role on the Service Assurance Team providing effective problem resolutions and superior customer service for large financial customers in Verizon’s Enterprise Solutions Segment.• Conducted Network Optimization Reviews (NOR) to diversify existing customer networks.• Provided Root Cause Analysis Reviews to pinpoint failures and prevent future network outages.• Provided reporting and attended weekly customer calls to review extended outages for takeaways and improvements.• Performed chronic circuit reporting and monitoring to isolate and resolve repeat troubles.• Conducted Service Level Agreement (SLA) Governance, Continual Service Improvement, and Information Technology Infrastructure Library (ITIL)-based Life Cycle Management. FSE / Field Service Engineer III / (Charlotte, NC 1990-1999)• Lead technician for NC dispatch provided supervision of maintenance and installation of CPE.• Performed maintenance and installations at Verizon/MCI POP sites in Charlotte NC, Concord NC & Salisbury NC. Equipment included multiplexers, DACS, fiber optic repeaters, channel banks, AC/DC power plants, battery/generator maintenance and HVAC systems.FSE / Field Service Engineer II / (Charlotte, NC 1988-1990)• Performed installation testing and maintenance of DS0, DS1 & DS3 customer circuits.• Installed and maintained CSU, DSU, Multiplexers & Channel Banks at customer sites.FSE / Field Service Engineer I / (Charlotte, NC 1987-1988)• Performed dispatch maintenance and installations at customer locations.