John Binkley Email & Phone Number

Charlotte, Nc, Us

Charlotte, Nc, Us

Charlotte, Nc, Us

Global Network & Infrastructure Solutions Situation Management/ Incident ManagementTelecom/Network AnalysisVendor Management • Provide technical direction and coordination Change Control and change management Problem/RCA managementManaging and directing global high priority service engagements and change management .Escalations of Bank of America support vendors and contractors.new product launches.PROFESSIONAL EXPERIENCEBank of America, Plano, TX, 2013 – PresentOperation Analysis/Team Manager/ AVP Triage all Business Critical Incidents, insuring accurate and timely updates are provided outlining reported issue, business impact and steps to resolve and restore.• Key player in network engineering post mortem meetings working with the Problem Management team to drive technical teams to define root cause analysis. • Oversees information dissemination of Major Incidents to internal teams.• Liaison with Technical Services, Product Support and Development Teams to ensure swift resolution of all network incidents. • Verifies the detection, reporting, initial problem support and prioritization of all incidents are effectively and consistently applied. • Coordinated with Problem Management Team to conduct post incident analysis and ensure accurate root cause of incidents are published, appropriate preventive actions are identified and tracked, and ensures elimination of future service interruptions is minimized.• Designed and implemented new team process improvements for data situation management team.• Created and coordinated Situation Manager Team work schedules regularly implementing enhancements. • Teamed closely with Change Management Team on major incidents and where applicable correlated them to requested changes to drive enhancement.

Charlotte, Nc, Us

Morristown, New Jersey, Us

Strategic Consulting, including Call Center operations and Technical Support development and strategic direction.

Kanata, Ontario, Ca

AASTRA USA, Inc.; Dallas, Texas 2005 – 2011 Director of Technical SupportAastra is a global leader in providing enterprise communications equipment and applications. Joined Aastra as part of its acquisition of EADS Telecom, North America and was soon thereafter promoted to report to the VP of Operations as Director of Technical Support over 29 Tier 1 and Tier 2 technicians in the National Technical Support Center that served US, Canada and Mexico, plus a field staff of two supervisors and five field technicians. Notable Accomplishments Included: - Advanced in 2008 to manage the company’s nine Tier 3 technicians in the company’s National Technical Support Center who handle tickets escalated to the Tier 3 level and a senior field operations manager with 14 senior field technicians.- Initiated and organized with each customer’s management team hundreds of major installations and product upgrades with companies, universities and government entities ranging in size up to Microsoft, The United Nations, Wachovia, IBM, Monsanto, NASA, University of Massachusetts, State of Texas and City of Phoenix as examples. - Gained long term relationships spanning many years with an untold number of customers by maintaining regular contact with key management personnel to support their interests in Aastra’s products and services.- Managed the technical staff at the forefront of the testing and validation of all new products and directly interfaced with R&D on resolving the interoperability and validation of all new product launches.- Developed an innovative new trouble tracking system for monitoring remedies throughout the escalation process.

Manager, Technical Support EADS Telecom Public Company; Telecommunications industry 2001 to 2005Manager, Technical Support (2003 – 2005)Supervisor, Technical Support (2001 – 2003)Became a part of EADS when it acquired Intecom. Began in 2001 as Supervisor, Technical Support and was promoted to manager in 2003. EADS designed and delivered innovative solutions for the large enterprise communications market. Representative responsibilities included:- Managed 20 Tier 1 and Tier 2 technicians and five supervisors in North America National Support Center that ensured an outstanding service reputation as the central point for trouble ticket escalation. - Developed service standards and procedures that translated into quality performance by the technicians and efficiently operated the center with closely coordinated work schedules/operations.- Resourced all center requirements and served as point of contact for customers on both service effecting and non-service issues.

Concord, Ontario, Ca

Managed global technical support center along with the escalated technical support organization.Directed operations organization.Selected AccomplishmentsAdvanced to manage 29 technicians in national technical support center charged with handling tickets escalated to Tier 3 level and a senior field operations manager with 4 senior field technicians. Initiated and organized hundreds of major installations and product upgrades, in consultation with each customer's management team, for universities and government entities ranging in size up to Microsoft, the United Nations, Wachovia, IBM, Monsanto, NASA, University of Massachusetts, the State of Texas, and the City of Phoenix. Developed long-term relationships spanning many years by maintaining regular contact with key management personnel to support their interests in Aastra's products and services.Managed technical staff at the forefront of the testing and validation of all new products and directly interfaced with R&D on resolving interoperability and validation of all new product launches.Became personally involved in the most serious customer service issues to successfully direct concentrated resources and resolutions to those issues. Directed numerous systems interoperability validations with third party product partners, including BroadSoft, Acme Packet, Black Box, AudioCode, and D&S Technologies. Led major integration of technical support for Ericsson's enterprise communications division customer base after acquisition, and developed a plan to comprehensively cross-train all technicians from both companies.Manager. 2003 - 2005.Managed technical support center.Selected AccomplishmentsAuthored numerous technical support processes and procedures that continue to drive the company's technical support function today.Developed innovative trouble tracking system for monitoring remedies throughout the escalation process.

Concord, Ontario, Ca

Provided onsite support for customer voice and data networks.Selected AccomplishmentsPromoted to area support engineer and provided escalated support for onsite technicians.

Public Company, Telecommunications industry 1986 to 2001Senior Systems Support Technician (1996 – 2001)Systems Support Technician (1993 – 1996)Senior Field Technician (1986 – 1993)Intecom, founded in 1979, was a world leader in enterprise and call center telephony products. Joined Intecom as a Senior Field Technician in Sacramento, California doing site installation, configuration and maintenance of telephony equipment at customer locations such as Martin Marietta Data Systems and USAA Insurance. Promoted and relocated to Dallas initially as a System Support Technician and three years later advanced to Senior Systems Support Technician (Tier 2) in the National Technical Support Center, which served over 500 customers including many Fortune 500 customers. Representative responsibilities included:- Provided technical support for daily activities of over 500 internal and external customer sites.- Supported application software and SQL/UDMS database tools.- Provided technical support of Automatic Call Director (ACD) and Call Center Products for various third party interfaces.- Coached, mentored and evaluated junior staff and acted on behalf of the manager in their absence.

Education record

Education record

Education record