I am a driven leader within the telecommunication industry with 25+ years of customer service and technical management experience used to streamline day to day operations, manage high-level projects, and process improvement methods. Extensive qualitative analysis background. l am a strong communicator and also intense team building skills used to mentor, motivate, and lead large groups of cross-functional teams to consistently exceed client expectations. I thrive in escalated and demanding and intense environments responding successfully to challenges with confidence and success. I have working knowledge of Verizon FIOS pre-order, ordering, provisioning, billing and maintenance systems with thorough understanding of the Ethernet, VOIP, MPLS, SIP and TDM, DSL, ISDN, T1&T3, TLS, PRI’s, BRI’s, FIOS/FTTP, DS0’s, SONET’s, EVPL products and the technology/network used to deliver service to customers from end-to-end. This knowledge comes from my many years in the Business-CSSC, BSG-Business Solutions Group and Enterprise Maintenance/Provisioning offices. Well versed in all types of investigations from internal accounts payable fraud to theft, including interview techniques, knowledge of physical security as well as theft prevention, telephony, law enforcement and legal knowledge. This knowledge was attained from my Retail Management days. Knowledge of contingency planning events, past practices and lessons learned. Excellent computer skills, including a high working knowledge of Windows, Word, Excel, PowerPoint and Adobe PDF files. Possessing an innate ability to communicate with others, this regularly translates into the acquisition and maintenance of valuable long term customer relationships. Adept at Team building, project development, and effective analysis, would serve as an indispensable member to any organization. Managed many major restoration/implementation projects strong training, SOX compliance, SLA’s relating to policy & procedure. ISO 9001 TL 9000 certified.