Monitored and responded to customer technical support and billing challenges.• Brought together the required support teams to collaboratively resolve the customer challenge. • Managed delivery of post-mortem / root cause analysis as required.• Interacted with all functional areas that touch our customer including customer experience, retention, process flow.• Acted as a Customer Advocate providing leadership support for all functional teams as they pursue resolution of customer issues. Field Service ManagerSupervised day to day activities of 24 union represented field service technicians. • Scheduled, reported, and resolved client technical and operational problems.• Provided leadership and direction ensuring Key Performance Indicators are met.• Oversaw staff development using annual performance reviews, service observations, and client surveys.• Coordinate department training and documentation.• Prepare department statistics and reports as requested by senior management.

Escalation point for customer technical problems escalated from Tier 1 and Tier 2. Served as the point of contact for complex issues impacting customer IT, phone and network operations.• Used VOIP knowledge and RTP knowledge to troubleshoot and resolve highly complex technical difficulties with hardware, software, and network devices. Highly skilled in VOIP environments.• Interacted with network services, systems engineering, and/or applications development to restore service and/or identify and correct core problem.• Assisted lower tier technicians in solving advanced technical problems related to more complex troubleshooting and analysis.

Installed, administered programs, tests, troubleshot, and repaired PBX and related IP network equipment as well as cabling infrastructure to include twisted pair, and fiber optic cable media for data and voice transmission and uninterruptible Power Supply (UPS) systems supporting network and telephone equipment.

As a member of the USAF, I have experience working with Heavy Satelite Terminals and Mobile Terminals. My assignments were many and varied, including locations in Turkey, the United Kingdom, and the United States.