Kevin Gallimore Email & Phone Number

Toronto, Ontario, Canada

Tier 2 Overall Customer Management:Support the Dialogic product line (Control Switch, SBC, MGWs, G5X Signaling & BFX) while working closely with other internal Departments and Enghouse end customers daily. Schedule, facilitate and manage frequent conference calls with Major regional Customers.Tier 2 Ticket Support – Dialogic Control Switch, SBC, MGW xMS MGW Management products:Coordinating with our Global Tier 1 team to manage and update, escalate Issues in the ISM Ticket system.Software Upgrade Management:Schedule and perform software upgrades for customers.Pre-Sales Product Trial Support:Lead or assist in new product trials for potential and current customers.

Canada Remote

Optimized efficiency by spearheading all aspects of Veraz/dialogic control switch and Oracle SBCs, interfacing with 25+ Digicel markets across the Caribbean and 20+ worldwide carriers, including BELL, AT&T, Sprint, Verizon, Vodafone, and IDT.Improved employee performance and overall productivity by leading junior staff members, developing in-depth, easy-to-follow development plans and working schedules.Eliminated disruptions and cost wastage by creating detailed documentation and integral troubleshooting procedures.

Jamaica

Led a multi-faceted team of resources across USA and 30+ Caribbean countries to ensure completion of all requirements and delivery of targets within time and budget constraints.Championed network optimization projects which resulted in reducing time spent on routine tasks by 32%.Consistently achieved KPIs such as ASR, ALOC and NER by monitoring quality of service for international voice network to align practices with regulations and standards.Ensured minimal costs and optimal quality routing when setting up local and toll-free services through international and local carriers.Developed and integrated quick routing adjustment procedures and documentation.

Jamaica

Led first line support for switching, transmission, and value-added network nodes, effectively interfacing with customers, service providers, field technicians, service contractors, and field service coordinators to prevent disruptions and increase efficiency.