Collaborate with stakeholders to gather requirements and assess training needs, identify areas for improvement, and incorporate emerging trends to inform strategic training initiatives.Partner with Subject Matter Experts (SMEs) to develop training plans, outlining course structure and objectives, ensuring alignment with business goals.Develop and organize engaging and impactful training materials, including PowerPoint presentations, videos, and other multimedia formats, to enhance learner retention and engagement.Ensure all training content is relevant, dynamic, and aligned with organizational values, fostering a culture of continuous improvement and excellence.Utilize feedback from training surveys to iteratively improve course quality and learner satisfaction, ensuring alignment with organizational objectives.Demonstrated ability to manage and execute projects within scope and deadlines, consistently delivering high-quality training solutions.Collaborate with department leaders to cultivate a positive and inclusive work environment, proactively addressing challenges and ensuring smooth project execution.Consistently meet project goals and deliver exceptional learning experiences that drive employee performance and development.

Facilitated technical interviews with customers to assess requirements for Managed Router and SD-WAN designs and solutions, ensuring alignment with their business needs.Provisioned network equipment (including Cisco, Juniper, Advantech, and Versa) to meet specific customer requirements, ensuring seamless integration and functionality.Collaborated with field technicians to oversee the installation, troubleshooting, and customer acceptance of services, ensuring high-quality execution and customer satisfaction.Prioritized configuration of expedited orders, meeting tight installation deadlines while maintaining operational efficiency and quality standards.Assisted in onboarding and training new employees, sharing technical knowledge and best practices to foster team development and ensure smooth integration into operations.

Provided technical support for network-based voice and data services in a break-fix environment, including troubleshooting TCP/IP connectivity issues involving routers, switches, both virtual and on-premises firewalls, as well as resolving issues related to internet connectivity, DNS, VoIP, and Hosted PBX systems.Analyzed SAS and Hammer traces to support dedicated voice and Hosted PBX customers, ensuring seamless service delivery.Managed network repair coordination by dispatching vendor technicians to central or customer locations as needed.Utilized internal ticketing systems to create, update, close, and monitor customer records, ensuring efficient issue resolution.Maintained detailed documentation of all customer interactions, establishing clear customer expectations and ensuring timely follow-up.

Managed multiple customers and projects, while managing confidential records. Processed MACD orders for customers, tracked progress, ensured completion and customer satisfaction.Issued repair tickets with vendors via portals and oversaw escalation.Maintained customer databases and inventory.Provided customer cost comparison reports to display cost savings.Performed contract audits.

Managed operational support and revenue flow for billing, handling an average of $2 million in transactions per month.Leveraged Amdocs Data and System Manager to transform raw communication files into EMI format for Data Mediation, facilitating accurate billing processes.Administered six proprietary applications to categorize call types and prepare billing records according to usage classifications.Collaborated with development teams to implement analytical enhancements and maintenance updates to internal billing systems.Developed and instituted procedures to evaluate wholesale inactivity biannually, ensuring operational efficiency.Conducted thorough investigations of bill profits and losses, providing clear explanations before customer invoicing.Analyzed Daily Usage Files (DUFs) from 150+ sources, ensuring that usage data was accurately processed and billed, and provided daily gap status reports to senior management.Performed internal audits to identify discrepancies between billing systems and meta switches, resulting in the identification of revenue-generating opportunities worth thousands of dollars.Led initiatives to detect, monitor, and mitigate international fraud, contributing to a reduction in fraudulent activity.

Acted as the primary point of contact for new customers and the sales department within a high-paced Service Delivery environment.Demonstrated expertise in product offerings, achieving 10th place in upsell product sales during a targeted marketing campaign.Managed telecom orders and sales objectives while supervising a small team based in the Philippines.Delivered a comprehensive range of integrated communication solutions, including voice, data, internet, and IP-based services, along with premium hardware, ensuring seamless order management from initiation to completion.Established efficient workflows, reviewed contracts, set clear customer expectations, and oversaw order fulfillment, consistently resulting in high customer satisfaction.Provided detailed monthly forecasting reports based on anticipated project completions and team performance.Delivered consistent, high-volume phone support, handling both inbound and outbound calls effectively.

Designed, implemented, and supported firewall and VPN strategies.Improved firewall performance by analyzing activity, strategically modifying access lists, and implementing object groups, reducing length of code on each interface by 90%. Gathered user requirements, implemented solutions, and gained user’s acceptance. Detected and removed vulnerable machines from network as subject matter expert on security task force, resulting in record-breaking outcomes for compliance throughout all internal divisions.

Supported LAN/WAN infrastructure consisting of 1,500+ routed customer networks and 20,000+ internal employees. Analyzed performance issues and worked with vendors. Assisted with DNS migration between Shared Medical Systems and Siemens Healthcare. Oversaw daily DNS administration, created host and alias entries to comply with company naming scheme. Served on security task force to identify and remove vulnerable machines from network. Maintained and allocated registered Class B address space for peripherals and future network plans. Migrated Internal Network Operations helpdesk to Network Support Center helpdesk. Trained 28 new team members while single-handedly supporting corporate network. Supervised morning turnover. Subject matter expert for new Clarify ticketing system; defined service-level agreements and routing codes for three networking queues. Received top individual performance award.

Designed, installed, implemented, and supported TCP/IP infrastructure for internal employees. Provided support for break/fix helpdesk. Researched and documented entire network, resulting in extensive Visio diagram. Received Merit Award and Team Performance Award for outstanding results on various projects.

Coordinated meetings, typed documents, and answered phones.