Manage a group of 12 CTT's in the Littleton NROC. Work with peers to establish improved processes and to streamline work coming into the workgroup. Manage day to day operations in order to meet established measurements. Since March 2010 have maintained and improved objectives within the provisioning team across the board. Met and sustained objective of 98%.Established Supervisor monthly meeting to increase communications and standardize methods between maintenance and provisioning teams.

Developed a team of business analyst and helpdesk call receipt to actively engage service with our outsourcing clientele. Redirected priorities to improve ticket management and drive the on-site team to manage day to day operations. Engage daily with the four business outsourcing organizations to direct process flow and escalations to meet customer demands. Build relationships with client groups to ensure successful completion of business development. Project managed integrations for 35 separate managed service clients. Worked with engineers on a daily basis to establish and complete timelines of installing new Cisco equipment throughout the West and East Coast while maintaining metrics with all clients located at our NOC Arizona location.Key Achievements:Implemented process development for the Helpdesk/Call receipt team to achieve clientele support. Streamlined hand off process to level II support.Reorganized the business analyst function to enhance ticket management engagement and to meet Service Level Agreements at 98.7% for each of our Business outsourcing clients.Project managed a 78,000/month integration project of Dole Services from internal monitoring of systems to a managed service platform at Insight. Met with Dole Executives weekly to establish timelines and progress of moving devices from a current location to a new location. Rearranged employees and consolidated processes over to a team of engineers and a service delivery manager. Established and maintained service levels while equipment integration and monitoring was taking place.

Directed all aspects of interaction with clientele to ascertain functional needs or network problems to devise and implement innovative solution strategies. Collaborated with internal team members to craft and document streamlined processes to drive productivity and customer satisfaction. Led vital training initiatives to expand product and service knowledge among networking associates. Championed enforcement of new corporate or division policies to network team. Prepared and delivered presentations to executive and high-level management teams.Key Achievements:Instituted robust performance metrics to surpass quality and service delivery objectives.Recognized enterprise-wide as Subject Matter Expert for corporate entitlement tool.Selected to lead and unify team from among more than 10 disparate business groups to identify and remedy systemic issues impacting customer service levels.Achieved and sustained 100% PID trunking scores for 18 consecutive months.Load & Resource Manager (2000-2004)Led team of up to 30 direct reports in management of 170 network technicians across 3 corporate locations to monitor and manage system loads. Participated as member of traffic study tariff team.Key Achievements:Devised comprehensive training document for load resource management operation.Served as vital instrument in deployment of order processing system.Incorporated "triangle of offense" process to instill service-first mentality.