Ronald Mitchell Email & Phone Number

Neptune City, Nj, Us

New Jersey, United States

Working closely with sales and sales engineering to help close sales by showcasing our product platforms and NOC capabilities. Subject matter expert in multiple VoIP platforms (8x8, Broadview, and Coredial) Conduct, attend, and participate in customer, team, executive, and engineering meetings. Maintained flexible schedule and responded to after-hours and weekend emergencies. Create SOP’s and Process for NOC procedures. Supervised a team of network operations center (NOC) engineers and technicians to ensure 24/7 monitoring and support for critical network infrastructure. Oversaw the development and maintenance of network monitoring tools and systems to proactively detect and address network issues. Collaborated with cross-functional teams to prioritize and escalate network incidents as needed to meet service level agreements. Conducted regular performance evaluations and provided mentorship and training to NOC staff to enhance their technical skills and knowledge. Handle manager level escalations with LECs and other vendors. Administer employee performance reviews and other personnel actions. Respond to internal escalations within 1 hour. Measure, monitor, and manage employee’s performance against management objectives using accepted Key Performance Indicators (KPIs). Ensure that assigned tasks and responsibilities are completed by employees per expectations.

Neptune , New Jersey

Assumed management role with leading, regional provider of hosted / managed communications solutions.Lead in-bound, customer-care-center operation receiving 600 calls daily to maintain well-run, customer-driven, 24/7 NOC . Document procedures, guide performance, forecast/schedule, and train dedicated, 33-member team consisting of technical support representatives and engineers . Remedy a range of escalated customer issues and concerns of government agencies. Participate in manager meetings with CEO to review critical business indicators. Manage NOC for all voice and data products under 1 team .

In charge of all Marquis customers, bills 10,000$ or more monthly, repairs and orders. Handle all ISDN PRI, BRI, T1, LD and 5ES switch repairs . Handle all VOIP and Data repair issues§ Responsible for all out of service related issues. Responsible for most of the Marquis accounts, large customers escalations. Promoted to Repair Manager in April 2004. Handled all out of service T1, PR1, AND HI-CAP circuits. Customer Service Rep4/2003 - 8/2003 InfoHighway Communications, 175 Pinelawn Rd, § Assisted customers in billing and service orders issues. Reconciled complicated billing issues

110 John Street Ny Nyy

Manager of implementing Web Gui, LSOG 5,6, U-Contol, U-Command and provisioning for all orders (Local, Long distance, complex and non-complex )as well as trouble-shooting. Responsible for issuing all repair trouble tickets. Consultants to Account Managers regarding setting up cost evaluations for T-1s, ISDN,Sonet, ATM, DSL, Frame Relay, and Centrex.§ Acting Manager for Customer Service Responsible for all PSC complaints. Handled all telecommunications needs voice and data for Tri-Tel Communications and it’s parent company Tri-State Employment Agency with locations in 29 states. SPOC for all Billing inquiries(Verizon, AT&T, MCI, etc)

2 World Trade

Head Project Manager responsible for Goldman Sachs Centrex moves for all of their Manhattan locations as well as setting up site surveys and cable installations at sites located outside of NY. Responsible for setting up private residential installations for Goldman Sachs VP's and Directors. Responsible for setting up all voice and data circuits for Goldman Sachs events (Seminars, Conferences, at various hotels such as the Essex House, and Marriot).Responsible for major account customers such as Chase, Gap, Old Navy, and Banana Republic. Coordinated large jobs with various departments and other carriers (AT&T, MCI, SBC, Sprint, and Bell South) across the Verizon footprint. Scheduled customer installations (T-1's, Centrex, ISDN, POTS, ATM, DSL, FLEXPATHS and moves of 300 lines or more) and changes such as equipment upgrade. Initiated and conducted weekly service meetings to ensure the successful completion of all projects. Handled all billing inquiries for Goldman Sachs orders placed in the Verizon footprint.§ Project Manager for Gap ISDN Installation Project. Project objective was to install 698 ISDN (as backup for their T-1) lines in all of the Gaps, Banana Republic and Old Navy's stores located in the U.S Verizon region. I was the SPOC for provisioning, installations and billing. Completed 92% of installations on time.

210 W 18

Resolved customer concerns and complaints. Facilitated the opening of new accounts. Consulted with customers to select telecommunication products and services. Updated clients account information. Handled all orders and billing inquiries. Acting Team Leader for twenty-one associates including one hundred and fifty indirect associates. Helped to coach and develop representatives to deliver quality service. Assisted Billing Manager in complex billing cases. Handled all PSC and HML complaints for the Verizon Business Center. Acting Team Leader for Verizon Help Group Department which handled escalations for most of Verizon’s 3 NYC call centers. Attained more than 1200 hours of Telecommunications training through Verizon Training Programs.

Bachelor Of Business Administration (B.B.A.), Business/Corporate Communications

High School Dimploma, Business Law, A+