Develop and achieve Technical Support objectives and goals that would support the organizational vision. As Director of Support I am manage and direct a team of specialists and engineers that handle service resolutions as well as provide network monitoring on service cloud products. Assist in developing an annual business plan that incorporates best call center practices to meet market and company needs. Ensure targeted service and performance standards are achieved or exceeded. Performed individual performance reviews, provided and implementing training plans, created and managed the teams operational budget. • Liaison to provide customer feedback to Senior Management Team• Knowledge of network maintenance and monitoring processes• Mentoring and coaching• Presentation skills• Salesforce knowledge• Call Center statistics

I was responsible for managing the customer expectations and overall customer experience for Front Porch Digital’s performance for all products and services. I was the single point of contact for exception problem management of customer troubles and issues in the areas of order activation, dispute resolution, accounts receivable, adjustments processing and service issues.

Responsible for being the primary post-sales support contact for fiber, data, voice, and content services to 10 Fortune 100 customers with total monthly account billings of $15M.• Transitioned tactical business relationships to strategic partnerships through face-to-face meetings, conference calls and email for companies such as Microsoft, Google, Facebook, Amazon, Yahoo, Apple, NHL, and Disney.• Measured, tracked, analyzed, and communicated performance data to clients during monthly and quarterly business and operational reviews with the Clarify and ProClarity internal Report Manager tools, which included service level availability, ticket restoration mean time, and customer order commit date data.• Developed Key Performance Indicators to improve service availability on ticketing processes and customer facing portals that reflected the customer’s service expectations.• Identified, documented, and project managed teams of up to 30 staff from across the organization creating milestones, business review presentations, and service improvement plans for customer portals, facility access procedures, and dedicated network installation for customers such as the NHL.• Proposed, implemented, and managed operational improvement plans, including overseeing fifteen IT staff that created a service availability standard and efficient backend end-user facing portal, which improved portal infrastructure, speed, and reliability.• Leveraged established operational relationships to identify new service and product opportunities and communicated sales opportunities to the Sales Department.• Measured process performance, trended key performance indicators, and identified efficiency improvements that reduced cycle time by 5% and improved conversion to revenue rates by 5%.

Accountable for mediating between the customer facing Network Operations Center and Product Marketing and Engineering. Developed and integrated processes critical for supporting new products, services and acquisitions. • Drove dark fiber, colocation, and dedicated internet access product launches and triage process improvements by tracing root failure causes across internal departments and external vendors.• Managed services and support agreement integration projects from Genuity, Inc. into the Level 3 organization for 130 assigned accounts.• Standardized customer specific operations processes for advanced product sets, improved service management experiences by creating processes that provided greater visibility in to the troubleshooting and triage life cycle for service impairment, documented network failures, and ensured life cycle hand offs within deadlines.• Completed Six Sigma training, September 2001.

Responsible for creating customer facing process documents, enabling them to navigate through various operation support groups. Coached Sales and customer support groups on the implementation of these processes to provide cohesiveness.• Created and implemented service management and delivery policy and procedures for 37 Fortune 500 accounts.• Provided customer services within service level agreements in coordination with the Customer Implementation, Vendor Relations and Assign and Design Teams.• Created price quotes and account status reports, and provided product details and operational support details during pre-sale customer meetings.• Traveled to fifteen gateways and trained over 100 sales staff on products and pricing hierarchy.• Calculated network capacity availability for price quotes in coordination with Sales Engineers.

Responsible for creating customer facing process documents, enabling them to navigate through various operation support groups. Coached Sales and customer support groups on the implementation of these processes to provide cohesiveness.• Created and implemented service management and delivery policy and procedures for 37 Fortune 500 accounts.• Provided customer services within service level agreements in coordination with the Customer Implementation, Vendor Relations and Assign and Design Teams.• Created price quotes and account status reports, and provided product details and operational support details during pre-sale customer meetings.• Traveled to fifteen gateways and trained over 100 sales staff on products and pricing hierarchy.• Calculated network capacity availability for price quotes in coordination with Sales Engineers.