Coordination of the day-to-day operations for the entire Organization, to include Service and Support, Project, and Installation teams as well as the Coordination of escalations and work efforts across teams.CONTRIBUTIONS:• Managed Operations team’s day-to-day activities as they supported the customer base. • Project Management for multiple Installation and upgrade activities. • Escalation Management. • Operations Coordination and Project Management to ensure… Show more Coordination of the day-to-day operations for the entire Organization, to include Service and Support, Project, and Installation teams as well as the Coordination of escalations and work efforts across teams.CONTRIBUTIONS:• Managed Operations team’s day-to-day activities as they supported the customer base. • Project Management for multiple Installation and upgrade activities. • Escalation Management. • Operations Coordination and Project Management to ensure solution delivery and customer satisfaction. • Managed and Coordination or Subcontractor Installations and repair.• Process review and Improvements. • Customer retention and Negotiations. • Contributions as a knowledge worker, when needed.• Installation, Upgrades, and configuration of IP Office (Virtual, Control Units) Show less

Provided expert level support for Avaya Call Center applications that run on Microsoft and Red Hat Linux operating systems. Worked with AT&T field staff and customers contacts who required assistance with engineering, installing, configuring and maintaining call center technologies, ensuring the highest levels of customer satisfaction.CONTRIBUTIONS:• As a PCC executive member, worked with multiple venders to plan and hold conference forums.• Worked with multiple venders… Show more Provided expert level support for Avaya Call Center applications that run on Microsoft and Red Hat Linux operating systems. Worked with AT&T field staff and customers contacts who required assistance with engineering, installing, configuring and maintaining call center technologies, ensuring the highest levels of customer satisfaction.CONTRIBUTIONS:• As a PCC executive member, worked with multiple venders to plan and hold conference forums.• Worked with multiple venders, planning and delivering solutions to meet the needs of customers.• Earned multiple Avaya and industry certifications.• As a team lead, I dealt with customer escalations, while building processes to insure fast resolutions.• Served in a Project Management role on large projects, installations, and trouble resolutions.• Instrumental in New Product Introduction Training being provided pre-sales.• Mentored and worked with team members and peers, sharing application knowledge and best practices.• Multiple badges and rewards, including those in: Big Data, Security, IP Networking, Project Management, Cloud Computing, Six Sigma and many more.• Provided training on process and applications across AT&T. Show less

As a Nortel Networks Certified Support Specialist, I worked to resolve customer escalations. Escalations dealt with a broad range of Meridian 1 products, including, but not limited to, SCCS, SWC, SECC, CCR/Link, MAX, IVR, and Meridian Mail.CONTRIBUTIONS:• Managed new pilot team of 30 engineers who were responsible for Williams Communications Services, focusing on addressing customer service and satisfaction enhancement.• Improved customer satisfaction by 5% in only three… Show more As a Nortel Networks Certified Support Specialist, I worked to resolve customer escalations. Escalations dealt with a broad range of Meridian 1 products, including, but not limited to, SCCS, SWC, SECC, CCR/Link, MAX, IVR, and Meridian Mail.CONTRIBUTIONS:• Managed new pilot team of 30 engineers who were responsible for Williams Communications Services, focusing on addressing customer service and satisfaction enhancement.• Improved customer satisfaction by 5% in only three months.• Trained and mentored peers on Nortel Networks Meridian Products.• Instrumental in providing and coaching to peers in general management and time management. Show less

CONTRIBUTIONS:• Rebuilt cam driven handler on customer site using customer’s equipment. This was a major contribution in the fact that 4 other design engineers failed to do this and the hostile customer had spent over $5 million purchasing the equipment. I actually had to purchase the shaft stock and build it in the machine shop. I left site with a happy customer and the system producing 50% more product then it did new.• On site Customer training on the operation and troubleshooting… Show more CONTRIBUTIONS:• Rebuilt cam driven handler on customer site using customer’s equipment. This was a major contribution in the fact that 4 other design engineers failed to do this and the hostile customer had spent over $5 million purchasing the equipment. I actually had to purchase the shaft stock and build it in the machine shop. I left site with a happy customer and the system producing 50% more product then it did new.• On site Customer training on the operation and troubleshooting of Semi conductor handlers.• Acquiring “Buy Offs” from customers previously upset with the functionality of a $2 Million handler. Show less