Guided voice engineering team that consisted of network design, interconnection, capacity, routing, TN administration, 911 engineering, finance, automation, and reporting, with team creating and maintaining voice network that directly contributed to $4.5 billion in annual revenue and included over 1,000 voice network elements that supported over 15 million voice residential and business customers. Managed strategic direction and decisions for multiple teams in fast-paced, evolving environment. Created and developed vision for team during times of growth and sustainment. United internal and adjacent teams throughout engineering and operations. • Drove costs out of business through optimization efforts to include reducing TDM facility and interconnection cost, optimizing routing and equipment, and turning up new direct peers via SIP.• Partnered with Comcast Business Units to include residential, commercial, and wholesale on expectations, projects, budget, and goals.• Aligned with legal and regulatory on industry requirements and compliance. • Hired and trained new leaders within engineering and mentored multiple leaders and engineers within Comcast.

Led team of engineers made up of engineers threes, fours, and fives responsible for overall capacity and SIP interconnections on voice network. Coordinated with vendors on product offerings, least cost routing, and quality of voice traffic. Sustained and created revenue opportunities such as SIP 8YY and Access Homing Tandem. Created and maintained individual, team, and departmental goals and wrote and conducted performance reviews and disciplinary action as needed.• Interviewed and hired engineers for team and contributed to process for adjacent teams.• Enhanced and created existing departmental processes and KPIs.• Communicated KPIs and status effectively both verbally and written to executive leadership.• Helped facilitate future growth for employees through coaching, mentoring, and individual development plans.

Managed and led enterprise technical support team comprised of five supervisors, 45 engineers, and 16 technicians across two locations in 24 / 7 environment. Provided Tier 2 and 3 support for Metro Ethernet, PRI Trunking, Business Voice Edge, Business Class Internet, SIP Trunking, Wide Area Ethernet, and Ethernet over HFC. Coordinated vendor related training with Juniper, Cisco, Ciena, Adtran, and Edgewater.• Grew ETS team 400% by utilizing both contractor support and FTEs over 14 months.• Increased productivity through both staffing and process improvements such as individual and team scorecards, quality assessments, individual development plans, reporting, goals, and training.• Directed Remedy TTS Ticket queues to include hook time, overall ticket count, and mean time to repair.• Reduced overall ticket count from 2,800 to 700 over course of eight months.• Guided call queues that supported technicians in field and strategic account customers.• Helped facilitate and run employee engagement week, which consisted of focus groups, side by sides, and action plans associated to feedback.• Created and communicated team data for input for annual budgets and business plans.• Collaborated with various teams to improve customer support including product teams, sales, ECC / Tier 1, Order Management, Metro E Service Desk, CNOC, and Surveillance.• Supported and managed escalated issues for both customers and leadership.• Built and maintained relationships through leading, communication, and mentoring.

Served as lead capacity engineer for both SIP and TDM. Trained and mentored team members on capacity, process, and network. Contributed as point of contact for new products and technologies for team. Developed detailed analysis and reports and created action plans as necessary based on results. Gathered system requirements for tool creation and automation. Conducted capacity management of SIP Network elements to include SBCs, SRPs, and GigEs. Directed capacity management of all SIP interconnections, both between internal devices and interconnecting partners. Created necessary hardware budget to meet growth and new product requirements.

Managed, supervised, and supported 200 technicians (27 direct reports), specifically Tier 2 / 3 NOC technicians within voice operations team. Provided management support for troubleshooting circuit and packet switched telephone networks, including DOCSIS, PSTN, HSD, and HFC platforms. Coordinated critical outages and followed through with appropriate personnel to ensure customer service restored. Interacted with Service Delivery, Service Assurance, and call center teams to improve process flow. Conducted and coordinated training and established processes for VoIP product to include modems, CMTS, routers, and soft switch.

Completed major and critical trouble tickets, and escalated issues delegated by management, while supporting field technicians and local markets. Served as subject matter expert on VoIP and other technical issues. Trained new hires and current technicians on LEC, DA / DL, CDV, and CDP. Assisted with creating and editing M&Ps. Performed troubleshooting within NOC, using exemplary customer service skills, network, equipment, on-site, and porting issues. Worked with other local exchange carriers to fulfill porting requirements, including activate and deactivate ports. Resolved problems for CRC / CMC, caller ID, call waiting, call forwarding, and voicemail issues, identifying trends and developing remedies to address issues.