Kevin Davis Email & Phone Number

South Burlington, Vt

South Burlington, Vt

Major Goals and Responsibilities:• Direct oversight of all Network Operation Center (NOC) operations• Maintain proper staffing levels for optimum utilization• Evaluate performance, coach and develop direct reports• Monitor the processing of all support requests handled through the NOC.• Strategic development of new NOC based services.• Measurement and reporting of all key metrics including, but not limited to:o SLA (Client Response Times)o Time to resolutiono Effective rateso Utilization labor rateso Cost per headcounto Cost per ticket• Maintain quality control and manage client satisfaction issues as necessary• Resolve client concerns as they relate to project implementation process• Management of third party Remote Management and Monitoring (RMM) software• Constant review of processes and procedures to improve the delivery of service, the control of quality, and the maximization of engineer utilization.• Facilitating strategic solution meetings associated with support services• Active participant in selecting, testing and implementing new network solutionsProducts and Services Involved in the job• The delivery of network support services including:o Help desko Network monitoringo Network health reporting and analysiso Network service provisioning• SafetyNet Service Level Agreements (SLAs)• Remote Management and Monitoring (RMM) Software• Best in Class network product lines (Microsoft, Cisco, Citrix, HP, etc…)

South Burlington, Vt

•Manage a team of Technical Account Managers and Field Support Engineers•Evaluate and coordinate onsite service requirements and distribute to the Field Support Engineers•Oversee the account management and onboarding process for hosted solutions•Develop, adhere to, and innovate processes and procedures to improve service and solution delivery •Build a reputation of competence and teamwork with clients and co-workers•Possess a commitment to professionalism, client satisfaction, and high moral standards •Manage and oversee high-level emergency incidents for customers that require immediate response to fix business critical advanced technology in computer networking, operations, and communications, particularly when onsite presence is required or requested. •Prepare complex proposals that remedy failed hardware/software solutions for customers to meet common, unusual, or complicated configuration and networking requirements; consult extensively with customers to identify solutions and approaches to their unique business needs; consult and work with external consultants and vendors to coordinate recovery efforts; provide ongoing support to deal with system problems, repairs, upgrades and expansion.•Develop relationships with key vendors and vendor programs; pursue appropriate vendor certifications for engineering staff to support applications of the latest technology necessary to manage and offer high quality service to customers.•Provide and assist Sales staff with potential opportunities for project work and pursue opportunities to help clients with their networking environments; make recommendations for the stabilizing customers networking infrastructures.•Prepare plans and designs, including diagrams, descriptions, equipment, and timelines; meet with clients, stakeholders, consultants, vendors and other involved parties to deliver a realistic recovery timeline, and document all phases of recovery process; deal with revisions as they occur

•Evaluate and coordinate onsite service requirements that can be distributed to the Field Support Engineers•Possesses the passion for customer service and the desire to create “raving fans” •Build solid, long-term relationships with clients •Build a reputation of competence and teamwork with clients and co-workers •Possess a commitment to professionalism, client satisfaction, and high moral standards •Continue skills development; maintain proficiency in current technologies •Manage and oversee high-level emergency incidents for customers that require immediate response to fix business critical advanced technology in computer networking, operations, and communications, particularly when onsite presence is required or requested. •Manage and oversee high-level emergency incidents for customers that require immediate response to fix business critical advanced technology in computer networking, operations, and communications, particularly when onsite presence is required or requested.