Joseph Cannella Email & Phone Number

Greater New York City Area

• Establish and manage timelines to meet customers demand for service in territory spanning Massachusetts and Rhode Island
• Manage the installation and network connectivity of high speed internet equipment including switches, routers and TA5000 DSLAM equipment across 500 central offices
• Develop and execute all corrective action plans required during network connectivity to ensure on time delivery of service
• Monitor capacity across central offices to ensure network availability for continued sales within the associated regions

• Supervised 7 Project Managers who managed equipment installation and network creation across more than 3,000 central offices and remote locations in the Mid-Atlantic and Northeastern regions of the United States
• Directed more than 4,000 installation projects while successfully meeting $MM project budgets
• Established project plans for meeting customer demand for service in collaboration with capacity planning team
• Achieved 95% on-time service delivery for establishing high speed internet service across all managed regions
• Developed organizational processes used to introduce new equipment into the network, which resulted in 40% improvement in efficiency of equipment turn-up time

• Responsible for the operation and maintenance of digital switches and transmission equipment across 5 central offices
• Achieved all annual service level targets for customer service issue resolution and new service creation for managed service area
• Managed the implementation of high speed internet equipment across 5 central offices as part of company’s initial roll out offering of high speed internet service

• Monitored network and service operations and advised senior management on related improvement initiatives to optimize performance.
• Established processes to increase efficiency in service issue resolution, reducing the number of customer service complaints requiring rework by Central Office technicians in Westchester and Rockland Counties, NY by 25%
• Published weekly analysis to identify and track problematic areas and progress toward improvement.
• Performed root cause analysis and developed corrective action plans for customer phone line issues

• Managed the replacement of 10 central office Electro-mechanical switches with Digital switches providing service for approximately 400,000 customer lines
• Supervised and created personnel schedules, for a team of 5 central office technicians who programmed and tested new switches to prepare for in-service activity
• Led weekly interdepartmental meetings to establish responsibilities and timelines for required digital switching equipment installation
• Worked with equipment vendors to resolve installation issues prior to the equipment going into service

• Responsible for programming and testing of digital switches, prior to replacement of Electro-mechanical technology
• Worked with vendors to jointly test new switches to ensure proper installation
• Tested wiring to prevent customer loss of service after switch replacement

Bachelor Of Science (B.S.), Criminal Justice

Bachelor Of Arts (B.A.), Accounting