An experienced, process driven, self-motivated leader. Must have an ability to organize, review, and embed Service Level Agreements into routine operations for Arvig’s customers and vendors. Manage Service Level Agreement Penalty enforcement through the ability to articulate assessed penalties and charges that need to be applied to vendors / customers of Arvig services. • Maintain and gather key data for compliance library and centralized repository tracking contractual agreements, obligations, commitments, and inter-related secondary dependent agreements & RFPs• Scrub and compare agreements identifying variances between dependent contracts providing reviews on an as-needed basis for sales, engineering, and other foundational departments• Identify issues within existing agreements where compliance is not met• Provide cross-communications and timely updates regarding execution, review, and revision of agreements or proposed amendments• Assist with the streamlining of compliance processes to facilitate the enhancement, planning, and implementation of compliance related practices• Validate penalties and provide invoice reconciliation to binding agreements as necessary identifying where financial responsibilities between inter-connected agreements exist• Maintain and collect contractual term dates providing notification for expiration of terms• Ensure agreements are received and submitted in a timely manner providing continuous feedback to team members relating to approaching & past-due deadlines• Assist with the development of compliance related reporting mechanisms• Investigate SLA charges from customers to determine fault and validate penalties• Authorize payment of SLA charges and work with vendors causing outages to determine cause• Capture credits from underlying carriers• Invoice vendors as needed following up to assure payment was received • Review, and ensure viability, all maintenance plans and activities of lower-level Network Engineers

An experienced, process driven, self-motivated leader. With Arvig customers being the driving force behind this position, responsible to ensure that Arvig services are delivered through an excellent, on-time customer experience ultimately meeting and exceeding Arvig's strategic objectives. Responsible for the alignment of the service delivery process from point of sale to final installation, customer follow-up and an after-action review / lessons learned. This was done through proactive, professional influence across all functions of the company.• Supervised the process for all Project Managers of Compass, Project Coordinators of Arvig’s Legacy and Metro team• Lead with proactive, professional influence across all functions of the company.• Provided data based on research and development to ensure the process was not bottle necked anywhere• Provided research, design and planning to enhance the Service Deliver Application • Seek out competitive and cost effective solutions to meet the needs of all processes • Guide troubleshooting and resolution efforts of outages and other urgent service related issues • Coordinate projects with other company departments during planning and implementation • Create, analyze and interpret network metrics to ensure optimal network performance and availability • Establish standards for network maintenance, operation and configuration activity • Recommend and implement disaster recovery plans and procedures• Review, and ensure viability, all maintenance plans and activities of lower-level Network Engineers • Develop and maintain network documentation in accordance with established procedures

Provided professional, proactive leadership in the management of the company’s networks; oversee network engineering project planning and implementation in a professional, accurate and timely manner; ensure high network availability and optimal network performance. • Supervised the entire Wireless Wi-Fi System for Engineering, provided data based on research and development• Lead network research, design and planning to enhance network reliability and capability • Define and initiate network projects to support the company’s strategic direction • Seek competitive and cost effective solutions from multiple vendors to meet network needs • Guide troubleshooting and resolution efforts of outages and other urgent service related issues • Coordinate projects with other company departments during planning and implementation • Create, analyze and interpret network metrics to ensure optimal network performance and availability • Establish standards for network maintenance, operation and configuration activity • Recommend and implement disaster recovery plans and procedures • Review, and ensure viability, all maintenance plans and activities of lower-level Network Engineers • Develop and maintain network documentation in accordance with established procedures

Help create an inspiring workplace where talented people are empowered to drive amazing customer experiences and business results. Through broad industry and practice knowledge and hands-on technical management experience, I guide a team of 13 professionals focused on executing strategy and tactics that deliver desired results. In this role, I support a Voice Engineering team focused on how we define, understand, and measure telephony service across all Nordstrom geolocations in an agile environment with full-stack DevOps teams.• Guides and influences people resources and processes in pursuit of the division’s goals and objectives.• Integrates broad working knowledge in related disciplines to create integrated technical innovations/solutions for complex business situations.• Leads a staff of IT professionals and provides coaching and mentoring.• Recognizes talent and builds it effectively.• Provides coaching and mentoring for team members.• Establishes a positive work environment conducive to collaboration and teamwork.• Applies knowledge of what motivates individuals and teams to drive engagement, commitment, and performance.• Ensures individuals have the tools, resources, and information they need.

Director of all Telephone Operations Engineers, responsible for daily operations and maintenance to ensure the customer remains number one in our business. This is on 3 Metaswitch Call Feature Servers, 47 Telephone Switches and 6 (C3, C20, Metaswitch, SONUS, Broadsoft and ACME / SIP) completely different platforms within Charter across the whole United States. • In charge of Project Managing end to end - as well as implementing all projects for the past 14+ years to include the equipment and resources for the entire telephony team. This was until a Project Manager was brought into the group in 2014.• Responsible for personnel, administration and budget for the Telephone Operations team.• Managed the Corporate Switches in the United States deployed by Charter. These switches have over 2 million current business and residential customers.

• Senior Manager of 13 Switch Engineers, responsible for 21 GenBand Telephone Switches within the corporate structure, these switches are across the whole United States.• Responsible for implementing and Project Managing all projects, equipment, and team structure for our telephony group.• Responsible for all personnel, administration and budget for the team.• Accountable and managed all Corporate Switches in 14 states deployed by Charter. These switches had 1,694,172 current business and residential customer.

• Manager of 9 Switch Engineers, responsible for 7 Telephone Switches in the Central Division. Worked with local resources for Avaya PBX setup of Charter trunking.• Responsible for implementing and Project Managing all projects, equipment, and team structure for our telephony group.• In charge of all personnel and budget for the team.• Managed the Central Office Switches in 7 states deployed by Charter Communications.

• Managed the Central Office switches in Overland and Olivette Missouri, deployed by Charter Communications. • Specifically responsible for performing and providing support for the following functional areas: operations, administration, maintenance, and provisioning. Switches are Constant Bit Rate (CBR) / Time Division Multiplexed (TDM / VoIP) and packet based Voice over Internet Protocol soft switches.• Supervised and trained 5 Network Engineers and trained 10 Trouble Ticket Management personnel on the operations, administration, maintenance, and provisioning of switching and optical systems as well as the daily customer support for the Central Division / Charter Communications on the Constant Bit Rate / Hybrid VoIP (Voice over Internet Protocol)(DMS – 100) switch in Overland, MO and packet based Voice over Internet Protocol soft switch in Olivette Missouri.• Was the only person in telephony as the Charter Communications Corporate night shift engineer for all activities that touched any part of the switching networks for Constant Bit Rate (CBR) / Time Division Multiplexed (TDM) and packet based VoIP soft switches.• Responsible for implementing and Project Managing all projects, equipment, and team structure for our telephony group.• Support switch software upgrades.• Troubleshoot switch issues to include customer related trouble.• Document all customer and maintenance issues in the Remedy Action Request System.

Installed, tested and commissioned all Nortel Platforms. Main company that I was working in was QWEST - all over the United States.

Was in the Artillery (13B) for 2 years and then went into Communications (05C, 05B, 31C) and retired after a 2 year hitch as the First Sergeant of HHD, 40th Signal Battalion in the 11th Signal Brigade at Ft, Huachuca, Arizona. I retired after 22.5 years according to my DD214.