Oversee the delivery of technology support services for the 24x7 support team to clients. Create and implement policies & processes designed to ensure consistently high service performance. Develop and coach employees, evaluating customer feedback to develop quality improvement processes. Establish KPI's and provide analysis for continuous process improvements along with setting targets and goals for team growth and improvement. Establish goal oriented measureable review process and coach team to achieve goals and service delivery targets.

Sr. Manager - IT NOC - Established full automation for monitoring and inventory tracking of all network elements. - Created new Incident Command team without additional headcount. - Created training plan and content for over 800 Atlanta based employees for company wide process overhaul for event/incident management. - Established Business Continuity Plans for handling major business impacting incidents due to inclement weather, building facility, or other disaster type impacts to Atlanta IT Network Operations Center

Sept. 2008 - Dec. 2011Manager, ETSC (Enterprise Technology Support Center) - Combined IT support & Contact Center Support teams into IT app support and also created separate Billing support group as part of business transformation within the IT Dept. - Established Business Continuity Plans for handling major business impacting incidents due to inclement weather, building facility, or other disaster type impacts to our operations.

- Assigned to American Idol support call for SS7(Mobility) NOC and special shift to allow for coverage. - Established training and support document for most common technical issues observed in NOC for SS7 support. Trained new hires on all shifts.

Operations Manager, Atlanta GA - Responsible for day to day operations and support in three Data/Switch centers; Dallas TX, Arlington VA, and Atlanta GA. - Managed project to consolidate two local Data Centers in Atlanta into one. UPS, Generator feeds, and Air handlers along with Telco circuit migrations. Lead and coordinated project team of vendors and employees to redesign power distribution to the two data centers consolidating three separate generator fed UPS into one solution. - Established fraud detection team. Identified fraud and take immediate remediation actions on calling card and voicemail platforms. Sr. Technician for voice products - operations support. - Documented a standardized installation process for voicemail to PBX integrations for a large government account using over 20 different PBX vendors. Saved over $1,925,000 in installation costs. - Established industry standard cross connects, documentation and identification of all telco circuits and lines in data switch center, cleaning up and eliminating miles of improperly run undocumented cabling. - Created and documented process for new telco circuit installations and disconnects. Established central repository for documentation with remote secure access for use in all 25 data switch rooms to prepare for future consolidations.

- Brought new products from engineering prototypes to full scale manufacturing levels. - Start 2 new weekend shifts with reassigned people to increase total company production delivery rates by 35%. Production increase of 60% achieved in six months.