Customer, Service and Sales Team Interface, Quality Issue Analysis, Management and Mitigation Planning, Failure Analysis Strategy and Onsite Network Health Assessment, Software Quality Metrics Review and Reporting

Serve as post-implementation support and the customer advocate across the Global Technical Assistance Center, and ensure solution adoption promotes customer satisfaction.Drive issues resolutions for customers and partners worldwide through switching, routing and wireless troubleshooting, and configuration guidance; optimized workflow processes, and increased productivity.Developed and led a strategy that revealed customer product quality troubles across logistics and onsite… Show more Serve as post-implementation support and the customer advocate across the Global Technical Assistance Center, and ensure solution adoption promotes customer satisfaction.Drive issues resolutions for customers and partners worldwide through switching, routing and wireless troubleshooting, and configuration guidance; optimized workflow processes, and increased productivity.Developed and led a strategy that revealed customer product quality troubles across logistics and onsite investigations and delivered $5M net-new revenue; resolved $500K of surplus product returns.Leveraged product knowledge executed network redesign guidance which upgraded the client’s system and led to an increased footprint valued at $3M; recognized for a commitment to excellence.Action driver for the implementation of new communication strategies across technical support, troubleshooting support, and solution designs that increased customer retention. Show less

SCI Networks / Statewide CommunicationsBuilt, lead customer and technology support team on LAN, WAN, Network Security, and Cloud Services design, implementation, and training. Delivered over $2M in business revenue.Steered a seven-member team across the support for existing voice/data networks and technology solution improvements; drove continuous process improvements increased customer satisfaction scores by 50%.Designed and Implemented cutting-edge technology solutions… Show more SCI Networks / Statewide CommunicationsBuilt, lead customer and technology support team on LAN, WAN, Network Security, and Cloud Services design, implementation, and training. Delivered over $2M in business revenue.Steered a seven-member team across the support for existing voice/data networks and technology solution improvements; drove continuous process improvements increased customer satisfaction scores by 50%.Designed and Implemented cutting-edge technology solutions for products across VoIP, Data, and Video providing superior support and solutions delivery for customers’ business requirements. Spearheaded the new business group accountable for logistics and technical design of “in-house” VoIP services that resulted in $1M year-over-year and new opportunities valued at $500K. Show less

Managed the overall IT and IT-enabled operations across multiple locations. Assessed needs and designed the IT business environment among Data network and Cloud VoIP/Video services.Led team in creating support models and launching IT helpdesk, enabling tracking and systems monitoring.Coached, mentored, and trained 60 employees in over five locales, delivered and executed end-user hardware and software support.Oversaw performance metrics, supervised quality assurance, and… Show more Managed the overall IT and IT-enabled operations across multiple locations. Assessed needs and designed the IT business environment among Data network and Cloud VoIP/Video services.Led team in creating support models and launching IT helpdesk, enabling tracking and systems monitoring.Coached, mentored, and trained 60 employees in over five locales, delivered and executed end-user hardware and software support.Oversaw performance metrics, supervised quality assurance, and led strategy across helpdesk ticketing systems and innovative technology solutions; gain accolades from executive team for benchmarks and reporting. Show less

Unified Communicaitons Manager 2006 - 2012Worldwide Training Manager 2004 - 2006Information Systems Security Manager 2002 - 2004Internet Services Manager 2000 - 2002Senior Network Engineer 1999 - 2000Advanced rapidly from within and built a record of accomplishments while increasing scope and responsibility.Identified network security incidents, led 17 team members and proactively delivered remediation… Show more Unified Communicaitons Manager 2006 - 2012Worldwide Training Manager 2004 - 2006Information Systems Security Manager 2002 - 2004Internet Services Manager 2000 - 2002Senior Network Engineer 1999 - 2000Advanced rapidly from within and built a record of accomplishments while increasing scope and responsibility.Identified network security incidents, led 17 team members and proactively delivered remediation solutions.Drove global internet customer support strategies and supported 10,000 customers and partners worldwide.Collaborated across industry leaders among Avaya, Siemens, Polycom, Samsung, LifeSize, Verizon, and ATT.Delivered and executed global H.323/SIP VoIP, Video, and Web architecture.Increased quarterly revenue 500% and a $250K reduced annual operating costs through process improvements. Show less