Oversee day-to-day technical support operations for Elevate. Monitor daily flow of service requests, provisioning, and install support prioritizing work for direct reports in accordance with established service level agreements, practices, and processes.Lead VoIP services coordinator for Elevate and advisor for DMEA.On-board several colleagues and new hires and provide guidance, support, and training for personnel as the leader of the Network Operations department.Create and document standard operational procedures.Maintain/coordinate personal and professional schedules and work attendance of direct reports.Provide on-site and group training for Elevate technicians and contractors.Provide learning courses for the general public as outreach and community service.Escalation contact for various personnel and departments for matters involving customer satisfaction and technical investigation.Contribute to a high-performance culture by coaching and mentoring team members. Identify individual and group training opportunities. Regularly meet with each team member.Involved in shaping processes and discussions surrounding the future of organization and processes and equipment used to provide the best experience for our customer base.Regularly meets with departments and supervisors to discuss relations, policies, technical and ethical matters for customers and employees.

Provision equipment for field operations, including, but not limited to GPON ONT’s, softswitch head-end voice parameters, VoIP ATA’s and gateways (H.248 and SIP)Provision translations for Metaswitch.Provide advanced support for residential and business customer base, remotely and on-site to resolve complex and involved problems.Work with various departments to facilitate access to accurate technical knowledge to the general public. Work with outside plant personnel during outages to oversee scope of damage and repair needs. Work with installers and contractors to troubleshoot customer networking problems. Work with network engineering to build solutions for customers.Monitor and maintain GPON network infrastructure, including software/firmware upgrades, and chassis and core network hardware installations.Engineer solutions for efficient processes and procedures during major migration projects.

Develop, design, implement, & maintain communications solutions for new and existing clients, ranging from small and medium-sized businesses to large corporations, education campuses, and multi-building and multi-town complexes. Orchestrate solutions from start to finish. Gather information, meet with clients & develop relationships; engineer, quote, present, sell, install, configure, & maintain the solution. Extensive experience with engineering, installing, configuring, and maintaining:Genband C15 (provisioning & deploying voice services via SIP)Adtran VoIP GatewaysMitel systems (legacy and current)Nortel systems (MICS, CICS, BCM50, BCM450)Avaya systems (Partner ACS)Toshiba systems (Strata DK and CIX)VoIP infrastructures (pulling & terminating cables, designing and implementing network topology - Layer 3 and Layer 2 Switches, IP ranges, DHCP options, QoS, VLAN's, etc.)