Operations Manager IIDirect Converged Tier II customer support team; report to Senior Manager, Call Center Operations.- Hire, train, motivate, and mentor a staff of 33. Set team objectives and performance metrics.- Launched two Alarm Teams and a Chronic Analysis Team from the ground up, ensuring proper staffing levels through force to load models as well as creating Standard Operating Procedures and Processes. - As an Escalation Manager and Duty manager, operation of a 24x7, 400 member, call center that processes over 3.6 million trouble tickets per year. - Drive on target resolution of trouble tickets, optimizing customer satisfaction, managing alarm queues, monitoring CMS, creating metrics, managing escalations, managing various team and company projects, six sigma projects and tasks, ensuring proper manning levels and training. - Serve as SME/Champion on Knowledge base repository (InSite and ADM). - Attained goals for productivity, customer satisfaction, and cost controls in a Lean / Six Sigma / Kaizen environment.- Earned numerous internal and external recognitions for work as well as corporate “Circle of Excellence” awards for unparalleled customer and employee support.

Switch Translations | DS1 & DS0 Test & Turn-up Manager | Subject Matter Expert Ensured timely and accurate testing of DS0, T1 and DS3 circuits in support of a network connecting customers in 23 countries to optimize service delivery of broadband Internet access, wholesale voice origination and termination, enterprise voice, E911, content distribution, broadband transport, and co-location. Initially worked as a contractor, was hired permanent and was promoted three times during tenure with company.- Drove launch and operations of the E911 network; managed the Switch Translations/DS1 and DS0 Test & Turn-up team for the E911, Voice, VoIP and Managed Modem platforms. - Directed, supervised, coached, mentored and evaluated a team of 21 Technicians in servicing LECs with circuit and trunk testing. - Established and led achievement of team objectives on a quarterly and annual basis, including accurate level of effort and force to load schematics, ensuring consistent attainment of SLAs and milestones. - Optimized workload and staffing through call volume analysis through CMS Supervisor. - Led daily operations including scheduled installation and augmentation of logical circuits at the DS1 and DS0 level on managed modem and Voice platforms utilizing softswitch technology. - Produced weekly metrics overview and reporting for VP Operations on reviews, status meetings for E911, Voice, VoIP and special projects. - Directed team of 10 in network migrations, capacity management and switch conversions at the DS3, DS1 and DS0 levels during scheduled, unscheduled and emergency maintenance windows. - Executed escalation procedures both internally and externally, ensuring customer satisfaction on or before committed due date. Representative, as the Subject Matter Expert, for process documentation and improvement plans as well as system upgrades and user acceptance testing.- Consistently achieved maximum performance bonuses for achievement of key deliverables.

Ensured timely, accurate delivery of Sensitive Compartmented Information (SCI) and privacy communications support to the Secretary of the Navy, Chief of Naval Operations (CNO), Director of Naval Intelligence, Joint Chiefs of Staff, Flag officers and Staff elements of CNO organizations and 11 D.C. area agencies and commands. - Directed a staff of 15 and 86 indirect reports in the daily operation of on and off-line automated telecommunications systems and processing and distribution of SCI message traffic.

Provided cryptologic operations as tasked by Commander in Chief, United States Navy, Europe and Commander, Naval Security Group. Managed, performed software upgrades, troubleshot outages, operated and supervised the operations of five UNIX based AT&T 3B2/600GR mainframe computers for the NEWSDEALER, OPINTEL, LENDER and AMHS systems. Directed, supervised and evaluated eight personnel on the operation and maintenance of the above systems. Managed all system alterations and updates to associated magnetic media. Coordinated ADP requirements and system capabilities. Compiled requisite statistics and reports. Total Quality Management (TQM) instructor for the U.S. Navy.

Operated on-line cryptographic devices and teletype equipment. Sent and received communications using various processing systems. Performed troubleshooting of satellite, UHF, VHF and HF secure voice and data circuits. Controlled Material System (CMS) user. Maintained logs, records, files and publications. Responsible for the cleaning, inspection and operational adjustments of communications systems and networks operated by Naval Security. Conducted operational and technical reports. Directed, supervised and evaluated four subordinates.