Lisa Capps Email & Phone Number

Elgin, Il, Us

As a Service Manager:Monitor the client’s global network, which includes transport circuits (hardline and fiber) into corporate buildings and supported airports, as well as voice and mobility for the customer. ⇛ Partner closely with engineers at the client’s network operations center to restore service outages quickly; escalate issues as needed, serving as the only service manager dedicated to the account.⇛ Visit the customer’s primary network operations center regularly to drive service management and customer success by building relationships, evaluating current systems, and identifying optimization opportunities.⇛ Fulfilled customer leadership’s request for additional metrics by setting up training on using metrics to identify circuit overutilization to assess the need for upgrades or additional circuits.⇛ Provide monthly and quarterly stewardship reporting.⇛ Change agent, working closely with developers on tooling changes and UAT testing. Supporting the adotion of these changes into the team.

Facilitated operations, service assurance, incident management, problem management, and change management for the client’s network, which involved up to 6,000 users across the globe. ⇛ Oversaw Cisco routers and switches, firewalls, and IP addressing schemes for offices, labs, and manufacturing facilities. ⇛ Addressed and resolved crises and ongoing problems; conducted root cause analysis and channeled lessons learned into processes and controls to prevent future issues. ⇛ Coordinated switch and configuration changes with engineers and ensured compliance in a regulated environment. ⇛ Utilized ITIL processes and ServiceNow to properly manage change controls.⇛ Progressed through titles: Client Services Project Manager (2012-2015), Senior Client Services Project Manager (2015-2017), and Lead Technical Business Manager (2017-2024), fulfilling the same role supporting the same client but with increasing purview.KEY ACHIEVEMENTS➤ Orchestrated service process improvements that vastly reduced change errors and decreased outage problem records.✳ Required dual sign-off for engineering changes.✳ Created a standard engineering change checklist, which the client added to their SOPs.➤ Spearheaded the recovery from a premature solution transition that occurred without user acceptance testing and disabled numerous functions.✳ Drove the collaborative client/AT&T effort to build workflows in ServiceNow, enabling bidirectional synchronization (eBonding) between vendor and customer.✳ Copied and modified workflows from the heavily customized old system, tested each workflow individually, and cleaned up processes and issues on the back end.➤ Discovered the root cause of a major client system issue, despite the cause happening outside the network realm; joined multiple incidents well into the troubleshooting process and directed teams to solutions very quickly.➤ Won AT&T Connection Awards in 2021, 2022, and 2023.

Directed WAN and EVPN installation projects for numerous multi-site customers; partnered across functions and geographies to facilitate timely, high-quality completion of implementations. ⇛ Built relationships with customers and partner organizations to escalate and resolve critical issues in real-time. ⇛ Provided weekly forecast and cycle time reports to AT&T leadership. ⇛ Trained new project managers on network installation tools and procedures. ⇛ Received a promotion to escalation manager in Oct 2010 but handled project and escalation management throughout both positions.KEY ACHIEVEMENTS➤ Traveled to Bratislava, Slovakia, to train two groups (10-15 people in each group) to take over the “test and turn up” function for AT&T, replacing the internal project manager position. ➤ Covered configuration of routers and switches and all processes involved with installing, testing, and starting up a new customer network, potentially involving hundreds of sites. ➤ Followed up post-training to guide and mentor individuals and address new technology as it emerged.

Bachelor'S Degree, Telecommunications Management

Associate Of Arts And Sciences - Aas, General