Key ResponsibilitiesCustomer Experience Leadership:Drive a reliable, first-class customer experience through effective monitoring, issue management, and continuous problem solving.Team Development and Management:Hire, manage, and retain a high-performing team of specialists dedicated to network and site health.Matrix manage cross-functional teams to achieve service level agreements (SLAs).Incident and Escalation Management:Oversee incident response and escalation procedures, including preparations for holiday and disruption/weather campaigns.Ensure network readiness and provide timely updates to leadership.Monitoring and Dynamic Management:Manage tools, systems, and procedures for effective monitoring and dynamic management of Supercharger issues.Process Improvement and Tool Development:Lead the development and implementation of new tools and processes in collaboration with internal teams to enhance efficiency in monitoring, detection, and communication.Contractor Management:Select and oversee external contractors for site maintenance tasks, ensuring consistent quality and service across regions.Provide off-peak coverage and collaborate with global counterparts to maintain consistency in network management.Strategic Prioritization:Establish team priorities aligned with network goals and key performance indicators (KPIs).Develop resiliency solutions tailored to the North American network.Process Scalability:Drive the creation of scalable and robust processes that support the charging team’s business objectives.Stakeholder Representation:Represent the Network Operations Center in discussions with internal and external stakeholders, ensuring alignment and transparency.Special Operations Leadership:Lead the strategy and deployment of special operations, including the deployment of Tesla Mobile Charging Assets during peak travel and disruptive events, such as hurricanes and wildfires.

Key ResponsibilitiesTechnical Leadership:Provide global leadership for engineering, technical support, and invoicing processes for field engineers and product support personnel for SAAS products.Oversee the diagnosis, troubleshooting, repair, and debugging of complex computer systems, software, and networked/wireless systems.Product Support:Serve as the first line of product support to effectively isolate and resolve issues in malfunctioning equipment or software.Deliver installation and training to customers as required to ensure optimal use of products.Team Management:Lead multiple workgroups comprising 21 direct reports, including Engineering teams focused on VOIP/Cisco products, Operations, Telecom Expense Management, and oversight of over 10,000 wireless devices.Foster a collaborative and high-performance culture within teams to enhance productivity and technical expertise.Strategic Leadership:Act as a key leader in the Global Strategy team, providing a clear vision and direction for the McKesson IT organization.Collaborate with cross-functional teams to align technical strategies with business objectives.Continuous Improvement:Drive initiatives to improve technical processes, support frameworks, and service delivery, ensuring high-quality outcomes for clients.Implement best practices for troubleshooting and technical support to enhance overall efficiency.Stakeholder Engagement:Engage with internal and external stakeholders to understand their needs and challenges, ensuring the technical support framework is responsive and effective.Communicate complex technical concepts clearly to non-technical stakeholders to facilitate understanding and collaboration.

Key ResponsibilitiesDeployment Oversight:Lead the deployment and configuration of 5G technology in the Dallas Market, ensuring all initiatives align with T-Mobile’s strategic objectives.Daily Operations Management:Oversee day-to-day switch activities to ensure the smooth operation of the network.Coordinate and supervise the switch staff’s daily activities to maintain optimal performance across all network nodes.Performance Monitoring:Monitor network performance and implement measures to ensure high-quality service for T-Mobile subscribers at all times.Project Coordination:Prioritize and manage projects in collaboration with other market managers, regional teams, Field Service Centers (FSC), and vendors to meet market goals.Act as the primary point of contact for vendor coordination, ensuring alignment and timely execution of tasks.Quality Assurance:Conduct quality assurance and acceptance testing for equipment installations, ensuring compliance with T-Mobile’s standards and requirements.Compliance Management:Ensure all switch operations adhere to T-Mobile policies, procedures, and internal Switch Methods of Procedure (MOPs).Regularly review compliance measures and implement corrective actions as needed.Stakeholder Collaboration:Collaborate effectively with internal teams and external vendors to optimize network performance and project outcomes.Communicate progress and challenges to stakeholders to ensure alignment and transparency.

Key Responsibilities:Network Troubleshooting:Ensure timely responses to all network troubles, both service-affecting and non-service affecting, to minimize downtime and maintain service quality.Handle escalated customer and network issues effectively.24/7 Support Management:Coordinate after-hours callouts and provide 24-hour support to address urgent network problems as they arise.Budget Management:Collaborate with the Director of NOC to establish and set budget goals, ensuring financial alignment with operational needs.Provide accurate time reporting, budget forecasting, and tracking to support financial accountability.Project Scheduling:Schedule and manage special projects, ensuring they align with overall network goals and operational priorities.Participate in meetings and conference calls to discuss problem resolution and project updates.Quality Assurance and Maintenance:Oversee the ongoing quality development, maintenance, and security of all network components.Anticipate potential issues and develop innovative solutions to enhance network reliability.Methods and Procedures Development:Contribute to the creation and maintenance of the Methods and Procedures binder, ensuring all processes are documented and followed.Safety and Disaster Preparedness:Support the safety and disaster-preparedness program to ensure the organization is equipped to handle emergencies effectively.Team Leadership:Lead a team of over 40 employees, fostering a collaborative and high-performance culture focused on operational excellence.

Key ResponsibilitiesTeam Leadership and Supervision:Direct and supervise Cell and MSC Technicians, ensuring the effective maintenance and ongoing operation of core RF, transport/backhaul, MSC, and data elements.Organize and schedule resources to support a diverse range of network components.Training and Development:Provide training and continuous development opportunities for the team, fostering a culture of growth and expertise.Deliver regular performance feedback to encourage professional development and enhance team performance.Network Reliability Management:Ensure the physical plant and infrastructure support the delivery of the network reliability brand promise.Monitor network operations to maintain high service quality and reliability standards.Project Management:Oversee the safety and environmental compliance of systems and facilities, ensuring adherence to corporate guidelines and industry standards.Budget Management:Manage employee, building, and plant expenses, ensuring targets and goals are met within budget constraints.Analyze financial reports and operational data to identify opportunities for cost savings and efficiency improvements.Cross-Functional Collaboration:Collaborate with other departments to align network operations with organizational goals and customer expectations.Engage with external vendors and stakeholders to ensure seamless network performance.

Key ResponsibilitiesNetwork Installation and Support:Install, test, optimize, and support the Radio Access Network (RAN) to ensure optimal wireless performance and customer satisfaction.Team Leadership:Lead a team of engineers in the testing, optimization, and deployment of what will become the nation’s largest 4G network.Foster a collaborative and high-performance environment to drive team success.Testing Procedure Development:Develop and implement testing procedures for 4G technology, enabling more tests to be completed in less time and significantly reducing ramp-up time for network readiness.Create streamlined processes for antenna optimization that enhance training efficiency for contractors and new employees, cutting training time by 50%.Performance Optimization:Achieve the lowest 4G dropped call and ineffective attempt rates in the market, contributing to a superior customer experience.Continuously monitor network performance and implement optimization strategies to maintain high service quality.Documentation and Reporting:Maintain detailed documentation of testing procedures, optimization efforts, and performance metrics to support continuous improvement initiatives.Cross-Functional Collaboration:Work closely with other teams, including field operations and technical support, to align efforts and ensure seamless network functionality.

Key ResponsibilitiesSystem Maintenance and Upgrades:Maintain, test, troubleshoot, and upgrade multiple vendor wireless voice and data switching systems and transmission facilities in support of the Chicago market.Innovative Deployment:Successfully deployed the first fiber-only switching office in the market, enhancing network capabilities and reliability.Developed a comprehensive testing procedure for fiber-to-fiber testing, enabling consistent circuit testing and turn-up by team members.Leadership in Operations:Served as the lead switch technician in the fiber switching office, performing duties with minimal or no supervision.Responsible for the advanced installation, operation, and maintenance of switching and data communication peripheral equipment.Efficiency Improvements:Created testing procedures and parameter settings for new Ditech echo cancellers, significantly reducing installation time and minimizing customer impact in other offices.Documentation and Reporting:Maintain detailed documentation of testing procedures, system configurations, and maintenance activities to support operational excellence.Cross-Functional Collaboration:Collaborate with engineering and operational teams to ensure seamless integration of systems and resolve technical challenges promptly.

Key ResponsibilitiesComponent Level Design and Testing:Perform component-level design and testing of new circuitry for multiple models of telecommunications equipment, ensuring high performance and reliability.Leadership in ADSL Testing:Selected to lead the testing group for ADSL technology, overseeing testing protocols and ensuring adherence to quality standards.Power Board Design:Designed a power board that enabled multiple connections with adapters, enhancing flexibility and efficiency in telecommunications equipment.Cost Reduction Initiatives:Redesigned the circuit board for the 4ESS frame, achieving a 15% reduction in manufacturing costs while maintaining performance standards.Quality Assurance Collaboration:Interface with factory teams to ensure that quality standards are met for circuit pack changes, contributing to overall product reliability and customer satisfaction.Documentation and Reporting:Maintain comprehensive documentation of design specifications, testing procedures, and quality control measures to support continuous improvement efforts.