Robert May Email & Phone Number

Englewood, Colorado, United States

• 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.
• 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.

Englewood, Colorado, United States

• 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.
• 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.

Centennial, Colorado, United States

• 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.
• 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.

Greenwood Village, Colorado, United States

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..

Greenwood Village, Colorado, United States

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.

Greenwood Village, Colorado, United States

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.

B.S., Management Of Communication And Media Technology, Management Of Communication And Media Technology

M.B.A., Business Administration And Management, General