• Drafts and negotiates contracts, service level agreements, and statements of work.• Manage the operations, daily planning, engineering, design, and resource allocation for the enterprise's telecommunications functions.• Ensures customer satisfaction through quality standards and measures by evaluating the performance of telecommunications networks and related interfaces.• Responsible for strategic telecommunications planning and works with senior IT leadership to coordinate telecommunication plans.• Develops and implements standards, procedures, and processes for the telecommunications group.• Oversees and coordinates the daily activities of the WAN and Premise Distribution Engineers• Plan and execute AWS implementation and roll-out for all calling LATA locations. • Performs a coordination role with enterprise management, vendors, and customers.• Led cross-functional teams in developing business requirements documents for large scale telecom initiatives.• Developed and implemented strategies to maximize telecom infrastructure utilization, reducing costs by 25%.• Negotiated contracts with vendors to secure favorable pricing while maintaining high quality standards.• Collaborated with IT teams to develop strategies for integrating legacy systems into modern telecommunications networks.• Analyzed customer needs and designed innovative solutions that improved customer satisfaction ratings by 10% year-over-year.• Established processes for monitoring and reporting performance metrics to ensure compliance with SLA agreements.• Identified areas of improvement in existing telecom architecture and developed plans for optimizing system performance.• Recruited, hired, trained, and supervised staff or participated in staffing decisions.• Evaluated organization's technology use and needs and recommended improvements to hardware and software.• Took corrective measures when necessary to protect corporate data assets from potential threats and intrusions.

• Streamlined operational processes by automating manual tasks where feasible.• Coordinated internal resources as well as vendors and partners for effective execution of projects.• Identified risks and developed mitigation strategies to minimize impact on program timeline and cost.• Developed comprehensive plans to manage changes in scope or requirements over the course of a project.• Led regular meetings with stakeholders to review status updates and drive action items forward.• Created detailed reports outlining progress against key milestones, tasks, costs, dependencies.• Negotiated contracts with external vendors for services needed during project execution.• Analyzed data to provide insights into project performance, resource utilization, and customer feedback.• Collaborated with stakeholders to define scope, objectives, and success criteria for projects.• Provided technical guidance and mentorship to junior team members on best practices for program management.• Established KPIs to measure the success of technical programs.• Documented lessons learned from completed projects for future reference or improvement initiatives.• Managed multiple cross-functional teams to deliver complex programs on time and within budget.• Prepared comprehensive reports outlining production costs, equipment usage and performance..

IT Operations, Critical Incident Management, Program/Project Management, Vendor Management, and Strategic Visionary!• Lead a team of Director and Senior Managers, with ownership of $120M annual spend.• Managed vendor/supplier negotiation and relationships.• Chaired and oversaw IT Governance Process.• Established KPI/Metric Standardization.• Established as Voice of the Customer (VOC) by instituting metrics such as First Call Resolution (FCR) and Net Promotor Score (NPS) for purposes of monitoring and driving customer satisfaction results.• Oversaw and managed call center infrastructure both technology and customer assurance.• Realized a cost savings of $3MM by transitioning from 3rd party to in-house model.• Evaluated and optimized sourcing strategy of over 11 internally staffed on and offshore customer service and support centers; with a focus on incrementally diminishing operating costs.

This includes directing the activities of the management staff whose primary role is to effectively resolve customer voice and data support issues. • Direct all activities related to the resolution of voice and data support issues. • Manage the daily performance of Team Managers to meet/exceed and maintain service levels as assigned by management. • Develop and maintain processes and procedures focused on operational excellence. • Develop long-term strategies within the organization that target efficiency. • Partner with peers in other departments to increase productivity, quality, and customer satisfaction. • Manage the quality to meet and exceed goals for both internal and external customers. • Provide leadership and managerial coaching to all direct reports. • Ensure that agent development is occurring within the department effectively. • Meet/exceed budgeted goals for the department. • Meet/exceed expected reliability standards. • Adhere to Corporate Compliance program. Knowledge and Skill Requirements: • Experience managing large teams • Strong organizational and management skills. • Exceptional troubleshooting. • Strong analytical skills focused on problem solving root issues. • Familiar with various make/models of IADs. • Experience with various delivery methods: T1, EFM, Fiber, MPLS, DSL, Fixed Wireless. • In-depth knowledge of standard telephony concepts, practices, procedures, protocols and technologies. • Working knowledge of certain ILEC systems strongly preferred. CSOTS, Toolbar, Port Power. • Identify and recommend process improvements to increase efficiency and quality. • Ability to simultaneously manage multiple projects to completion. • Resourceful and effective decision-making abilities. • Ability to exercise good judgment in a rapid-paced environment. • Ability to meet deadlines and work efficiently in a fast-paced, fluid environment. • Strong oral and written communication and interpersonal skills. • MS Excel

Prepared a feasibility analysis and cost estimate to relocate the network operations centers to a off-site location while ensuring proper staffing requirments were maintained. Managed all external vendors relationships with regards to hardwarde and services. Was responsible for leading vendor negotiations with regards to hardware and software accuisitions. Calculated one-time and recurring and maintenance costs for the entire data and voice networks, and enterprise network and call-center infrastructures while ensuring network SNMP, ISSA Security compliance, and proper Load Balance of incoming call queues and call forecasting. Maintained the wireless infrastructure and applications using various platforms such as blackberry and windows mobile. Facilitate change over from legacy mainframe platform to the IBM/Cisco blade server and SUN Solaris environments. Oversaw upgrade from Oracle E-Business 11i to release 12.1 in the production and application enviroments. Full product life cycle administration from inception to customer acceptance with regards to VOIP and MPLS. Full-scale deployment of IPTV solution within a broad national footprint. Deploying Nortel Call Server 2000 (CS2K)and Cisco Unified Communications Platform for purposes of signaling and call control. Deploying various SAP modules within the network environment while planning for future scalability. Determined and met the strategic and short term goals of the customer service and network operations departments as it relates to organizational profit gain while reducing operating expenditures.• Managed multiple IT related projects while ensuring projects are brought in on or under budget while adhering to all deliverablesPerformed extensive network infrastructure audits using Vantage Tool by Compuware.• Completed the project one quarter ahead of schedule and $600K under budget.• Added 1.2M to bottom-line with proper network designs and security measures.

Oversaw the day-to-day operations of inbound technical support and billing call center. Planned and directed all policies, objectives and initiatives while interfacing with the SUN Solaris network platform. Gather the necessary requirements in order to streamline call-center operations using various programs such as clarify. Established and enforced quality on both technical and customer service sides of the house. Analyzed and modified staffing needs with the use of effective call forecasting. Effectively executed necessary redundant management RIF by 60. Hired, trained, scheduled, and led all network affiliated personnel. Oversaw all Network Operations Center functionally. Solidify VOD and IPTV product offerings within organizational footprint area. Played an active role in deployment of full Nortel and Cisco calling platforms with a Cisco backbone. Consolidate network to a blade server platform from existing IBM mainframe environment. Performed turn-up and testing maintenance of all bridges, routers, switches, and data transfer equipment.Engineered future scability with regards to network compliance, traffic, and security.

Facilitated a feasibility analysis implement, wide scale deployment and cost estimate to relocate the National Guard Bureau data infrastructure and network operations centers to a secure site while maintaining network redundancy and national security. Ensured LAN/WAN and network enviroment was scalable for future growth using various platforms. Calculated one-time and recurring moving and maintenance costs for NGB NOC, CERT, VOC, LAN/WAN/SAN, and enterprise network infrastructure while ensuring network compliance with federal regulations.• Completed the project three months ahead of schedule and $12M under budget• Managed multiple redundant sites during network cut-over

Oversaw the day-to-day operation of this major US, transatlantic, and European IP/MPLS and Solaris backbone provider. Planned and directed all policies, objectives and initiatives for the organization. Established and enforced network security protocols and compliancy. Managed the entire life cycle for multiple products from development stages through to market launch. Introduced multiple SAP modules into the active network environment. Oversaw a worldwide IP/MPLS telephony secure/un-secure network and created, implemented, and reviewed all troubleshooting and escalation policies affecting NOC/SOC/VOC and related groups. Hired, trained, scheduled, and led all network affiliated personnel. Performed turn-up and testing maintenance of all bridges, routers, switches, and data transfer equipment.• Developed all policies and procedures for the newly formed Network Control Center (NOC), Security Operations Center (SOC), and Video Operations Center (VOC)• Ensured that proper bandwidths were being allocated for network usage via Vantage Tool, and making the necessary recommendations as to the increase or decrease of network captivity. • Successfully allocated and maintained a $20M annual operating budget and increased the bottom-line by 27%.• Earned recognition as Director and manager of the year for two consecutive years.

Managed the daily operations of a 735-member operations/provisioning organization. Coordinated the efforts of multiple departments, providing leadership for seven senior mangers, 15 shift managers, 30 team leaders, and 683 operations/provisioning analysts. Allocated and maintained a $62M annual operations budget. Quickly, accurately, and effectively analyzed service order fallout of DSL, VOFR, VOIP, Dial UP, and fast packet technologies provisioning while being managed with the Solaris/Blade Server platforms. Liaised regularly with multiple external customers, authored proposals, and negotiated contracts.• Effectively led the management team through the merger due diligence process of IT.• Proved instrumental in the development, design, implementation, provisioning, turn-up, and testing of all flavors of DSL, VOFR, VOIP, VOATM, Dial UP, and fast packet technologies using various Telecordia NCON, Delivery, PAWS, and Reports applications.• Served as the driving force in the national provisioning deployment solution.• Ensured network compatibility with vendor software platforms in conjunction with multiple vendors.• Worked fulltime while attending the Executive MBA program at Duke University.