Senior Manager, Technical Support – Field Engineering & Vendor Management•Defined team’s scope, goals and deliverables to support business goals in collaboration with Professional Services, senior management and stakeholders. Solidified by base lining and creating a deeper footprint for the service delivery through our outsourced partner network.Senior Manager, Technical Support – Accredited Service Partner Compliance – Services at TANDBERG •Identified strengths and weaknesses of our partners by reviewing internal and external processes for technical support through onsite audits.•Stream lined, created processes for Partners to ensure the Partner and TANDBERG relationships were strong and grow.Manager, Americas Technical Assistance Center (TAC) – Services at TANDBERG •Created and implemented a comprehensive Learning and Develop Training Plan for TANDBERG TAC engineers The TAC training improved ticket handling by increasing the ticket closure rates: same-day from 32% to 70%, next-day from 39% to 75%, 5-day from 41% to 81%, 10-day from 43% to 90%.Head of Global Network Support Unit – Customer Network Operations at Equant •Managed a multi-faceted Equant's global network with multiple operating systems and combined them in to one baseline operating system. Established network monitoring via scripts to proactively resolve problems resulting in reducing the number of Nortel Passport crashes from 1800 a month to less than 100. 25-45 of the 100 monthly crashes has a direct customer impact and my team maintains this impact to less than 10 seconds. This increased customer satisfaction by delivering above the industry standards - 99.999 % (five 9’s) network availability. •Managed and directed vendor relations to ensure processes and global procedures / policies are developed to improve our global effectiveness to enable Equant to keep operational costs low by reducing them by 25% and profits high by increasing network availability.Specialties: •Articulate technical problems and provide resolution steps to executive management and corporate distributions. • Interact and communicate effectively with management on SLA attainment, customer satisfaction levels, network affecting outages verbally and written. •Develop, maintain, and drive a documented process for daily operation and interaction with customers and supporting internal and external organizational group.