Responsible for support, development and testing responsibilities necessary for single or multiple business applications, consumer product offerings, and/or operations support systems. These responsibilities include ensuring technical and operational performance, hardware and software testing and support, and that operational business needs are met by the products being evaluated. As the business needs change, this position must identify changes required to enhance the application and hardware with the level of excellence required to meet customer expectations. Responsibility for the attainment of short and long-term goals necessary to provide testing and support for certain information systems/applications that involve a number of technologies and support key business functions including, but not limited to Customer Care, Provisioning, Residential and Business Product offerings, Hardware Testing and Support, Vendor Relations, etc.Complete requirements definition and system specifications. This will involve gathering user input, defining business needs, performing acceptance testing, implementing changes, and supporting users with trainingEnsure that the application or hardware meets the operational business needs and ensure that the system can support changes in business strategy or operations.Analyze application or hardware components to ensure all aspects of a products functionality (hardware and software interfaces, performance, quality, etc.) function appropriately to ensure operational and technical performance.Support users and field technicians in problem analysis and resolution, setsystem and production schedules.

I manage technician forces responsible for both monitoring and remote repair of various products and services including, ATM, frame relay, T1/T3 services, IP based services, routers/bridges, DSLAMS and wireless data network elements.I am responsible for ensuring the NOC is efficient and effective in monitoring and remote repair of services. I manage and develop a team of technicians to meet customer expectations both internally and externally. These technicians are the key to meeting the Service Level Agreements (SLA) of strategic customers.• Conduct extensive call/ticket observations to identify areas for improvement. • Provide continuous skill development through individual coaching and/or group training efforts. Track team performance. Create and implement performance improvement plans/progress reports so that corporate and departmental goals are achieved. • Assist in the development and implementation of NOC procedures and guidelines. Track team performance and establishing skill improvement training as necessary. • Coordinate the scheduling of technicians to facilitate testing, monitoring, and troubleshooting the network elements. Must cover scheduling 24x7x365. Review and coordinate safety compliance and technician training. • Handle executive complaints and follow through to ensure customer satisfaction. Also participate in outage notification process and emergency escalation procedures, including personnel notification, technician call-outs, and technical updates for media personnel associated with major service outages.

· Wan/Lan Monitoring, responsible for monitoring, T1, T3, OC-XX, networks· Troubleshooting Cisco, Nortel, Alcatel, Overture, and Extreme Networking equipment· Supporting Frame Relay/ ATM, MPLS, VPLS, Networks over copper and fiber· Supporting VOIP services (Evolve) including call forwarding and verifying SIP trunking.· Working directly with customers to isolate and troubleshoot network connectivity issues.· Working with other carriers to resolve network outages.· Supporting ATT cell site backhaul circuits/equipment· Escalation for the DSL helpdesk providing support for DSL and Fi-Optics install / repair technicians.· Supporting LAN Advantage (Metro-E)/CBAD (MPLS) technician installs· Working with Network Engineering to resolve issues.