Jj Ark Email & Phone Number

Portland, Oregon, United States

Portland, Oregon Metropolitan Area

Managing two teams: one with 9 members, one with 6 members in another region,.For each, I provided a point of escalation, mentorship, metrics and judgement. My particular philosophy resolves around Service Leadership. I love to give my team the tools they need, the advice on how best to apply those tools, the guidance on how to translate tools to experience, and get out of the way.

Portland, Oregon, United States

1120 Nw Couch St. Suite 630. Portland, Or 97209

Portland, Oregon Area

I started in basic service Circuit Design and Project Coordination for POTS and standard DSL loops, learning the LEC order tools, in house tools, and telcom specific tools: SOA and PortPS. I moved over to advanced services, and transitioned to Project Management fulltime in 2011, now focused on high bandwidth products, including Ethernet over Copper and hosted fiber services that are highly complex, high value, and often involving construction, permitting, and ordering through many departments.I seek out the problem orders, and the difficult customers. I have customers that only want to work with me.I requested an unusual 3500+ telephone number project of 3800+ associated Virtual Voicemail Boxes for the State of Washington. I completed that project on time, having written multiple reports to be run, built processes and proceedures from scratch, tasked out hundreds of order parts to multiple departments, all while maintaining a light load of unrelated orders. My counterpart at the State of Washington is now one of my references.Through multiple reorgs, I have helped define, troubleshoot, and write policies and procedures.I am an acknowledged go-to person for sales, order writer, care representatives, and coworkers. I don't always know the answer, but I am ALWAYS willing to help track it down.I was awarded the Service Star of the Month, 12/2011 for installation of an order that was past due when I elected to take it.Awarded a second Service Star of the Quarter, Q1 2014 for the my work with Integra's largest Federal client.

Greater New York City Area

I sold managed hosting for Standalone and Virtual Private Servers.I helped customers for the Hosting department, resolving over 2,000 tickets in one year. Customers loved me, and thus, they loved Advomatic.I performed basic systems administration: Debian Etch and Lenny; Apache; MySQL; PHP; and troubleshooting SSH and SFTP issues.I configured and altered a custom firewall application.I administered the backup server, using a custom RDIFF backup system, mail servers, and ProBind DNS servers.I configured and altered XEN hypervisors.I wrote process and policy documentation, for both internal and external use.I worked with the Ubersmith DE Billing and Order Management system.I was responsible for maintenance at all hours of the night, as well as on-call every other week.

Portland, Oregon Area

I communicated extensively with customers of the Web Hosting and Small Business Department, with excellent levels of rentention and upselling.I supported a custom website building tools product, walking customers through the process as painlessly as possible for both of us.

Vancouver, Wa

I maintained a multi-state Motorola DAC network with 30+ head ends over 3 states.I worked extensively with Cisco routers, including multicast and broadcast as well as VLAN setup and management.I worked with and configured Motorola headend transmission gear for a Hybrid Fiber Coax (HFC) network, including IRTs, MPS, SEM units, RPDs, OM1000s as well as Cherrypickers and CSG Portserver interfaces.I designed and implemented a Cisco backbone for DAC video traffic across three states, using 3750s, 3745s and SONET transmission gear.I performed maintenance at all hours of the night, as well as being on-call every other week.

Portland, Or

I worked with field personnel to activate, optimize, and repair home telephony circuits over a Hybrid Fiber Coax (HFC) network.I monitored network integrity, and opened tickets when service degraded or outages were detected.I resolved trouble tickets with customers, field personnel and switch operators, and recorded the resolutions.I worked with customers to fix home telephony issues without sending trucks to the customer's home, saving everyone money and time.

Portland, Oregon Area

I mentored 60-plus customer care representatives on topics as diverse as customer satisfaction, customer retention techniques, billing issues, and order management.I wrote a 24 page manual for orienting new Care Services representatives to the ideals and strategies of customer retention.I saved 220 accounts in a 3-month period, decreasing churn and increasing corporate revenue.

Portland, Oregon Area And Houston, Tx

Yes, THAT Enron.I supervised the operation of the Advanced Fiber Optic Transport (11,000 miles DWDM) and Internet Protocol (IP) backbone systems to 37 cities within US, Japan, and Europe.I directed the trouble shooting and resolution of fiber and IP related issues, resulting in reduced customer downtime.I coordinated field operations technicians to execute change controls and log the procedures, increasing network stability.I developed an in-depth 4 week training schedule for incoming NOC technicians, streamlining and increasing staff efficiency.I supervised a crew of 15 technicians at multiple sites.I wrote documents which were adopted as company standard operating procedures.

Portland, Oregon Area

I minimized downtime and increased corporate revenue through troubleshooting and activating frame relay circuits, using my knowledge of Cisco, Ascend frame relay and ATM architecture, as well as using DS/SONET systems as a carrier for Frame Relay.I increased system reliability with Nortel Implementation to overlay ATM infrastructure onto preexisting frame relay network, using Nortel Passport system.I activated remote locations in collaboration with system designers to increase redundancies and enhance customer accessibility.I directed troubleshooting through remote carriers to minimize customer downtime.For all that, I won the Top Gun Award. I still have the hat. I think.

Portland, Oregon Area

I assigned the daily staff workload, and acted as problem-solving knowledge base for a crew of 15.I was part of a four-person team that executed daily operations of the Technical Support Department.I provided telephone-based technical support to 15,000 users in Hawaii and the Portland/Vancouver metro area.I created extensive company policies and standard operating procedures, including escalated-call procedures.I worked daily with customers to increase their satisfaction, and decrease cancellations.

Portland, Oregon Area

The Habit was among the first five internet cafes in the nation, and the first in Portland.I managed cafe operations with five other owners, including my wife, and several staff members. Yes, my people skills are that good. Proof: I am still married to that same wife.I provided Internet technical support and all levels of training to cafe patrons and staff.I maintained our Windows 95 network and Linux server, and our many quaint little text-only green-on-black terminals.I learned to make a mean ristretto.