Ray Austin Email & Phone Number

Manage all aspects of installation for Standard Definition Head End SystemsCoordinate and Schedule multiple sub contractors for surveys and installationsDesign and build new distributions for customers’ infrastructure.Maintain company standards by installing new systems within customers’ deadlines.Provides technical support and acts as primary liaison between customer, vendors, and field service technicians for all commercial installations and services.Work directly with large corporate customers to ensure timely installationsProvide status reportsProvide excellent customer service

 Bulk TV & Internet July 2014 – PresentNational Account Manager  Team Lead - Sales National Account Managers.  Develop a strong working knowledge of systems, infrastructure, products and services in order to secure new business by identifying sales opportunities with new and existing clients within the hospitality industry Analyze data and trends in the current marketplace to build and expand existing customer accounts and develop customer specific sales strategies Create sales proposals utilizing creativity, independent judgment, and industry knowledge Act as liaison with engineering, customer support, and field support to ensure prompt installation for new customers Maintain an accurate and detailed sales database and pipeline

Germantown, Maryland, United States

Raleigh, Nc

Manage Service and Repair staff and operations for 10 Sprint stores First level of support on Service and Repair transactions for all agentsDeveloped metrics reports for Service and Repair to track the company’s progress weekly, monthly and year to dateConstructed detailed training documentation and trained all employees on new device configurations, changes, policies and procedures.Drive Service and Repair customer satisfaction (CSAT) Helped build and enhance company’s POS billing system Manage inventory for 10 locationsManage advanced exchange budgetsMember of company’s advisory boardManage the company’s compensation plan from Sprint and handled escalations

Helped build, test, repair, and maintain the company’s hardware such as modem cards, phones and personal routers. Provide end user support for all of customers. Worked with Network Operations to bring up new circuits and perform general maintenance.Generated and implemented configurations on all hardware before deploying to the field.Performed extensive testing of new vendor equipment to ensure fully functional hardware.Upgraded new equipment with the current software rev level as it pertained to the company’s network.Managed and maintained test plans. End-user software training experienceWeekly status reporting

Managed a group of 9 employees that ensured data quality for our customers.Oversaw the people, systems, and processes that streamline inputs relating to Operational initiatives. Worked for the Software Development group that creates and tests new applications in a UAT environment for internal clients. Project lead for coordination and implementation of release of new applications and deployment. Managed and maintained test plans. End-user software training experienceFocused on several key aspects of the business, to include: category and attribute enhancements, project management, change management, data issues, and data upgrades. Worked as a team with other departments, such as Client Development, Research Sciences, Retail Business, and Product. Streamlined activities associated with the product pipeline and data upgrades.Developed and maintained process documentation to support category and attribute definitions and enhancements.Enforced process standardization.Weekly status reporting

Performed root cause analysis of network/customer outages to determine causes for changes in number of tickets from month to month and chronic outages.Responsible for trending network/customer tickets by equipment and by service.Worked with Engineering and Support to identify actions to prevent or minimize tickets/outages, and evaluate the effectiveness of the actionsResponsible for determining root causes and action items for outages in support of customer RFOs.Conducted Layer 1 Testing Troubleshooting experience - Cisco, Juniper, OOB ModemsConducted Brio and Remedy reporting.

Managed all aspects from conception to completion of new and existing circuits for Pacbell, SBC, Mankato Tel, and GCI.Managed server availability and usageWorked with MCI as well as other LECS and CLECS to determine the company’s growth rate and order new circuits accordinglyManaged network switches to determine port availability and check for blockage Managed network utilization

Helped build, test, and maintain the company’s network.Worked with Network Operations to bring up new circuits and perform general maintenance.Generated and implemented configurations on all hardware before deploying to the field.Performed extensive testing of new vendor equipment to ensure fully functional hardware.Installed hardware at customer sites receiving the full T1 service package.Upgraded new equipment with the current software rev level as it pertained to the company’s network.Worked with the following equipment:Cisco 2500, 3640, and 7000 series routers, Cisco CatalystsKentrox – T3 and T1, IDSUs and SMDUsAscend – 4000, Pipeline 150 and 130, TNTsCascade – 9000 and 500 switchesFarallon Netopia – 40 and 440 ISDN routersAstrocom – T1 CSUsLivingston PortmastersProteon Globetrotter – 60 and 62Compatible Systems – 2501, 1270I, and 900ICAC – MuxesDigital Link - Imuxes

Maintained 100% inventory control, including database administration as it applies to inventory shipments and receipts.Handled billing for Federal Express, ICAT, TNT, and UPS.Performed all shipping functions and was familiar with entire warehouse inventory.Tested new vendor equipment for quality assurance purposes.

Oversaw all warehouse employees and functions for the Operations department, including shipping and receiving, handling, and routing of international freight using export documentation.Corrected service failures by tracking shipments, identifying problems, and providing solutions.Helped hire, train, and created schedules for staff of 25-30.Certified by IATA (International Air and Cargo Transit Association) to ship international mail and freight.