Oversees the functional and customer experience responsibilities for the Service Coordination, Provisioning, and Service Activation teams. Delivers an exceptional customer experience in all functional areas, including but not limited to, customer coordination for new installs, timely and accurate access and TN ordering, and activation of service for New, Move, Add, Change, and Disconnected clients. Also, responsible for the day to day management of each department, including reporting, KPI adherence, process improvements, and team leadership.

● Facilitated turn-around of this $42M regional communications company prior to sale owning capital, operating, payroll, and project budgets for IT, Service Delivery, Network Control Center, Field Operations, and Customer Care.● Oversaw 60+ employees and 5 direct reports across 3 locations driving $100K+ in quarterly service activations.● Steered NTS through OSS/BSS migration reducing per bill processing costs saving $400K+ annually positioning the company to take advantage of automated design and element activation.● Reduced sales to customer installation interval 60% within 7 months by changing installation scheduling system ensuring all technicians’ calendars were 80%+ utilization capacity.● Implemented cloud-based interactive voice response (IVR) and Automatic Call Distribution (ACD) for call centers improving productivity such as reduction in call abandon rates from 20% to 5%.● Sold program improvement ideas to finance and legal collaborating across teams to implement change management initiatives including prorating of credits when disconnecting service resulting in $60K annual revenue retention.● Completed root cause analyses and changed ineffective policies resulting in $54K of annual MRC retention.● Identified continual improvement opportunities driving $3.5K+ per month in new non-recurring charges (NRC)s. ● Championed change adding 1.5% late fees to commercial and residential accounts boosting monthly NRCs $7K+.● Saved company $10K monthly by designing new approval program and expense justification system and procedures.● Streamlined processes and staffing returning Network Control Center functions in-house saving $300K+ annually. ● Decreased technician site visits 30% via effective training programs that increased call center 1st-call resolution rate.

● Leveraged collaborative leadership style successfully leading team through 2 migrations, showcasing ability to evaluate options, make decisions, and gain buy-in from subject matter experts and business-critical stakeholders. ● Guided team of 12 across 4 locations successfully launching several business and enterprise products including VoIP, and Network-based intrusion detection prevention, firewall, advanced application reporting, and storage systems etc.● Consolidated view of user data from multiple OSS/BSS systems creating Network Abstraction Architecture enabling system to system and system network automation improving physical and logical network inventory infrastructure.● Expanded metrics reporting capabilities leading to simplified product catalog and 50% decrease in installation times.● Completed Oracle M6 OSS migration normalizing circuit and design layout records, reducing research time by 30%.

● Assembled brand new 6-person Product Development Engineering Department presiding over 11 product launches.● Utilized Agile, Scrum, and Waterfall methodologies defining network capabilities and IT back-office requirements.● Improved cadence of product lifecycle development predictively defining every step of 2 annual product launches.● Presented product development roadmaps to up to 100 Marketing and Sales staff improving revenue forecasts.● Modeled network orders in downstream order entry and back office systems unifying the VoIP and data footprint.● Helped deliver new channel relationships positioning company as only certified carrier to sell SIP-Trunking to Toshiba IP-PBXs nationwide.

● Designed all internal data networks, including telemetry, and voice networks for fast-growing nationwide communications company with $205M in annual revenues prior to acquisition.● Saved $2.8M in annual charges developing internal voice network cost reduction program.● Reduced cost and network connectivity from 100% transit environment to 40% transit, 60% peering environment within 4 years.

● Handpicked to provide senior leadership to a management team of 5, a staff of 75, and a $50M budget, for software development, a Network Advanced Application Verification laboratory, network architecture, and billing systems to support carrier operations. ● Managed all internal global IP networking, the lab network testing of applications, and was charged with creating and leading cross-function teams that successfully managed critical internal IP networks and IT systems integration projects during the MCI and WorldCom merger.● Introduced and facilitated a Tiger Team concept to successfully manage critical internal data networks and IT systems integration projects during the MCI WorldCom merger.● Collaborated with major vendors (Cisco, Juniper, Nortel,) in the development of new technologies.● Developed and deployed an enterprise VoIP solution, PKI, UM and Directory Services.

● Accepted leadership for a $30 million budget, a management and support staff of 84, all project management, network engineering, operations and facilities for the internal WorldCom IT global network servicing 50,000+ employees in numerous data centers and POPs worldwide.● Design and deployed the first global enterprise network system for WorldCom. ● Performed Network and Operational due diligence on potential acquisitions. ● Led integration of enterprise networks for WilTel, MFS, Brooks Fiber and LDDS into WorldCom networking standards globally. ● Designed the network infrastructure and equipped a 500,000 square foot Cherokee Tulsa, OK facility to support corporate migration and expansion. ● Designed the network infrastructure design of the new 400,000 square foot WorldCom headquarters in Jackson, Mississippi.

Promoted to management after the LDDS /Wiltel merger to assume leadership for a $5 million budget, a direct and remote network analyst team of 14, all staffing, performance management, network design and cost analysis for the largest frame relay network in the United States serving 6,000+ employees across 15- locations.

Recruited by Wiltel Communications to project manage a team of 8 network analysts in the design and implementation of corporate data networks and communications systems to support the company’s rapid growth from 3 to 40 locations and 2,500+ employees in less than one year.