Managed team of 11 engineers designing and provisioning services for mid-market and enterprise clients.Led eNPS Focus Group with members of multiple teams to analyze and respond to results of eNPS surveys in order to address concerns of front-line employees and improve morale and motivation.Authored ‘Guidelines and Best Practices’ document to improve relations between stakeholding teams and streamline operations.Hosted regular team meetings to make announcements, get feedback from team members, and foster a culture of knowledge sharing and emotional intelligence.Conducted regular 1-on-1 meetings to discuss individual goals and establish personal relationships with team members.Present quarterly KPI results at Sr. Director and VP levels.Increased team productivity by implementing streamlined processes and effective communicationstrategies.Mentored junior team members for career advancement, fostering a pipeline of future leaderswithin the organization.Drove operational efficiency through data-driven decision-making processes, leveraging analyticstools for informed strategy development.

Managed a group of 18 engineers designing and provisioning services for mid-market and enterprise clients.Designed DWDM and Ethernet business customer services.Built Visio diagrams, cable run lists, and SOWs for field deployment of network hardware.Utilized Metasolv to maintain network inventory and customer circuit layout records.Submi tted Purchase Orders to first-party and grey-market vendors to maintain equipmentinventory and supply customer orders.

Remotely diagnose and repair layer 1 and layer 2 issues with circuits including DS0, T1, STS1, E1, EC1, T3, and optical systems including OC3, OC12, OC48, and OC192.Employ the use of both standard and proprietary software to retrieve circuit layout records and performance monitoring data, including TCOMS, Mecca, F&E, and NMT.Create and configure ports and digital cross connects in DACS and mux systems including Cisco 15454, Nortel OC48/Optera, Alcatel 1631/1630, Fujitsu 600/2400/Flashwave, Tellabs 5500, and Lucent DDM2000 systems, including use of both GUI and TL1 command strings.Experience working under time-sensitive conditions with high-priority circuits in a team environment.Within 3 months of hire, assumed a leadership role associated with proactive trouble resolution system entailing using spreadsheets to organize data, assigning tasks to technicians, monitoring progress, and reporting results while continuing to meet and exceed individual goals.Communicate and coordinate with vendors and other telecommunications companies to resolve business customer circuit issues.

Install, troubleshoot, and repair coaxial cable network for television, phone, and internet in home and business.Configure, repair, and encrypt wired and wireless LAN networks; configure file and printer sharing.Selected to test new equipment and train peers and dispatch personnel on Advantex hand-held system.Regularly train new hires.Received customer commendations for outstanding customer service and communication.

Responsible for overall tech shop operation, training, workflow queuing, repairs, time accounting, customer response, contact with vendors and manufacturers.Acting tech shop manager as needed for extended periods of time.Extensive experience diagnosing and resolving virus and spyware-related problems.Troubleshoot, repair, install, and upgrade hardware/software/OS for PC and MAC. Build, configure and deploy new computers.Received multiple ServiceStar commendations for outstanding customer service and communication, professionalism, knowledge, honesty.Consistently reached and exceeded performance expectations in computer “touches” and “completes."Contributed to this tech shop achieving prestigious “Top Dog” status (#1 CompUSA tech repair center in the company) within months after hire.

Configured and deployed desktop computer systems for end user engineers.Assisted with company relocation, redeploying systems in new office environment.Provided desk-side support to end users.