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Joseph Roach is listed as Lead Forman at Martanne Construction, LLC, based in Kansas City Metropolitan Area, United States. AeroLeads shows a matched LinkedIn profile for Joseph Roach.
Joseph Roach previously worked as Manager Advanced Technical Support at T-Mobile and Manager National Technical Assistance Center at Sprint. Joseph Roach holds Bachelor’S Degree, Computer Information Systems from Devry Institute Of Technology.
I am an enthusiastic and dedicated Manager of Technical Support Engineering/Operations Leader with several years experience within the telecommunications industry. I have a proven track record of providing exemplary levels of customer service and ensuring the smooth running of all networks and Enterprise platforms which I have worked on. An exceptional team player who thrives in highly pressurized and challenging working environments, while also being able to work on own initiative. Always eager to learn new skills whilst applying existing experience to develop further knowledge base for continued improvement within my role or company as a whole. Some of my accomplishments:Lead a Tier-3 team to emphasize network problem avoidance and fast resolution a core competency by developing an engineering team for wireless web browsing and data platforms into a most efficient and effective highest tier technical support organization. Lead a Tier-3 team to complete cross training of all engineers between legacy iDEN and CDMA platforms to better manage platforms and eliminate areas of single-threaded knowledge base and experience reducing required headcount by 50%.Directed efforts to rededicate platform Subject Matter Experts (SME) on tool and documentation development to empower team to focus on preventative methods and tools to lessen possibility of platform outages. Team also built network tools and documentation to shorten duration and area of impact when issues did occur improving Network Availability on our responsible platforms by 20%.Drove the Tier-3 team to build training documentation and host training classes for lower tier organizations (Tier 1 technicians and Customer Care representatives) on tools to aid in identification and restoration of customer issues. By implementing these tools and training to lower tier organizations, it brought trouble resolution closer to customers for faster fix actions increasing Tier 1 resolution capabilities by over 30%.Developed a plan to utilize the Tier-3 team expertise to aid other Network teams in training on commonly deployed systems to aid in trouble identification and resolution. Team had taken on support roles for several new large platforms and database support for several others aiding in achieving support for new and existing platforms where expertise was lacking or non-existent. By making SMEs available to aid other teams, the team helped stabilize those platforms improving Network Availability by 20% for Sprint-Nextel customers.
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Onsite management of work force team. Responsible for team production to hit critical weekly milestones. Ensure clear communication to owners, clients, and sub-contractors to maximize timelines. Facilitate material and tool requirements for each project. Perform quality control to ensure client satisfaction.
Bellevue, Wa, Us
Ensured proper integration of new product and system upgrades to multiple platforms utilized for provisioning and enabling data services for T-Mobile wireless customers. Developed and ensured team was following standardized Operational test and acceptance criteria for each project or upgrade activity across 43 different platforms with over 250 annual projects with no customer impacts.• Drove team to automate certain test suites for operational acceptance, saving time with repetitive standardized platform tests to ensure readiness.• Ensured team updated test suites, documentation, and automation scripts based on new architectures and platform changes, reducing time to update subsequent locations for those platforms.
Overland Park, Kansas, Us
Performed highest-tier technical assistance in 24x7 support of various technology platforms to enable Wireless handset Web browsing, data services, and provisioning and authentication services. Team supplied deployment, platform recovery, and ensured operational availability. Hired creative, dedicated employees, developing, and leading effectively. • Spearheaded team to emphasize network problem avoidance and fast resolution a core competency by developing an engineering team for wireless web browsing and data platforms into a most efficient and effective highest-tier technical support organization, which minimized vendor expense.• Directed efforts to rededicate platform Subject Matter Experts (SME) on tool and documentation development to empower team to focus on preventative methods and tools to lessen possibility of platform outages, improving network availability on responsible platforms 20%.• DroveTier-3 team to build training documentation and host training classes for lower-tier organizations (Tier-1 technicians and Customer Care representatives) on tools to aid in identification and restoration of customer issues, increasing Tier-1 resolution capabilities over 30%.• Implemented plan to utilize Tier-3 team expertise to aid other teams on commonly deployed systems (Load Balancers, DNS, AD, Hardware, and O/S) to assist in trouble identification and resolution, which saved adding headcount and helped stabilize platforms and services, improving network availability 20%.• Led Tier-3 team to complete cross training of all engineers between legacy GSM and CDMA platforms to better manage platforms and eliminate areas of single-threaded knowledge base and experience, reducing required headcount by 35%.
Overland Park, Kansas, Us
Created support team for Wireless Network Management Center (WNMC) to perform training development, process documentation, and manage all incoming WNMC projects as well as systems and reporting. Created and ran team responsible for leading WNMC (NOC) on training development, process documentation, and all incoming WNMC projects as well as systems and reporting. Team members serve as Wireless Network Operations interface to Product Development, Technology Development, and Integration Management for Enterprise driven projects to assure WNMC requirements are delivered. Team is also responsible for design, developing, and tracking departmental KPI metrics as well as all Operations reporting. Responsible for design and development of required tools to enhance effectiveness of 24x7 Network surveillance and repair operations.
Overland Park, Kansas, Us
Performed confidential advisory position to VP of Network Operations, handling tactical and administrative issues, policies, and procedures. Directed efforts to maximize productivity of the VP by limiting need for Executive involvement in non-strategic decision making.
Overland Park, Kansas, Us
Customer Support Manager (Distributed Applications Group)Help Desk Supervisor (Enterprise Solutions Center)Project Manager (Campus Technology Operations)
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Joseph Roach works for Martanne Construction, LLC.
Joseph Roach is listed as Lead Forman at Martanne Construction, LLC.
Joseph Roach is based in Kansas City Metropolitan Area, United States while working with Martanne Construction, LLC.
Joseph Roach has worked for Martanne Construction, Llc, T-Mobile, and Sprint.
You can use AeroLeads to view verified contact signals for Joseph Roach at Martanne Construction, LLC, including work email, phone, and LinkedIn data when available.
Joseph Roach holds Bachelor’S Degree, Computer Information Systems from Devry Institute Of Technology.
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