Kris Thornton Email and Phone Number

➤ Lead five direct reports, 1 supervisor, 19 Project Managers and 20 provisioning staff charged with implementing Vonage Services for all North American-based clients➤ Guide three managers of Project Management, two provisioning mangers bringing 30 new clients 700 physical locations live each month on Vonage Unified Communication as a Service, UCaaS), and Contact Center as Service, (CCaaS) and Network Service offerings➤ Spearheaded the transition of technical and project management teams from primarily implementing Vonage services from one core technology (Broadsoft) to Vonage’s proprietary UCaaS technology ➤ Redesigned the entire implementation experience by clearly documenting and defining roles and responsibilities using Lucidchart, increasing productivity by +30 %

➤ Led two Provisioning teams with 6 direct reports and a team of 30+ implementing two unique technologies in voice and data provisioning ➤ Directed training and introduced validation processes to reduce and eliminate (unforced error) downtime improving reliability on the Vonage Core Multi-Protocol Label Switching, MPLS network➤ Collaborated with Vice President of Service Delivery to integrate technology acquired through acquisition into Vonage’s new CCaaS product offerings➤ Helped to design, test, and certify new provisioning automation provided by Vonage system developers.

➤ Grew a nationwide team of 3 provisioners to 24 through the acquisition and new hire process. ➤ Teamed with colleagues to migrate all acquired companies into Vonage systems and processes. ➤ Lead a team to define, document, and create all processes for the Vonage UCaaS Service Delivery team➤ Chosen by executive management to evaluate and provide final technical approval for all new products or services developed by Product, Engineering or Development teams

➤ Promoted by management to recruit, lead, and train newly created team of 3 as Supervisor of Voice Provisioning➤ Served as subject matter expert leading all large national account customer implementations and highly complex implementations – approximately 250 projects per month

➤ Configure all equipment required for deployment including routers, switches, phones, and additional devices.➤ Perform technical interviews with customers to engineer call routing design. ➤ Configure all services via Broadsoft, and SSH, Telnet client following the technical interview.➤ Provide technical leadership of internal and external resources to ensure a successful implementation.

➤ Aid our customers via inbound call queue and support ticketing system. ➤ Provision of new customer equipment to include Phones, Fax2mail, switches, and routers. ➤ Developed and implemented new processes and policies for customer holiday call routing requests. ➤ Developed department process to respond to customer P1 outages.

➤ Teamed with General Manager to supervise all store employees including 10 direct reports➤ Configured all electronics used for customer demonstrations including computers, printers, cameras, mobile devices, televisions, and gaming consoles ➤ Counted all store inventory while serving as Inventory controller for 18 months and reconciled physical counts with electronic records, noting discrepancies➤ Promoted from Inventory Controller to Product Process Supervisor in September 2010