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.