Steven Fey Email & Phone Number

Raleigh, Nc, Us

Herndon, Va, Us

Responsible for the daily operations of the Annuity Services Desk which services the global Annuity Services Business Development team. Additionally, responsible for the oversight of the Bill of Materials Desk (BOM Desk) which services all regional pre-sales engineering teams for ePlus.• Utilize Conga to create/author all contracts for the Annuity Services Organization. Once created ushering the contract through the approval processes until it gets to the Contracts team. Once approved by the Contracts team making sure contract is cleaned up and looking professional for the end customer to sign.• Act as the moderator between the Business Development Executives / End Customer and the Contracts team on all contract redlines until an agreed upon contract version is achieved.• Work with the Contracts team, helping to work through Annuity Services engagement specifics as well as in creating documents for new solutions being onboarded.• Produce monthly Annuity Services Desk and BOM Desk status and financial reports to senior management.• Work closely with sales and professional services leadership to help their businesses to scale and become more profitable.• Monitor and manage internal resource utilization to drive the highest utilization possible for their team.• Drive continued process improvement through feedback from the field and metrics.

Herndon, Va, Us

Responsible for the daily management of staff, processes, deliverables and systems within the Service Desk. Works closely with the VP of Managed Services to implement and administer all Service Desk business requirements involving operations.• Establish and implement policies, procedures, and standards with regard to Service Desk and the methods for maintaining their accuracy and efficiency.• Ensure the Service Desk services are delivered with a high level of professionalism and customer satisfaction, with a focus on meeting contracted service level agreements.

Herndon, Va, Us

Responsible for the daily management of staff, processes, deliverables and systems within the Managed Services Network Operations Center. Works closely with the VP of Managed Services to implement and administer all Managed Services business requirements involving operations.• Establish and implement policies, procedures, and standards with regard to Managed Services and the methods for maintaining their accuracy and efficiency.• Ensure Managed Services are delivered with a high level of professionalism and customer satisfaction, with a focus on meeting contracted service level agreements.• Oversee operations for the Install, Move, Add, Change (IMAC) department and Advanced Technology Team.• Perform Incident and Problem Manager responsibilities• Ensure customers experience the same experience between three distinct Network Operations Centers.

Herndon, Va, Us

Responsible for the strategic direction and leadership for the overall Managed Services Center technical strategic solutions. Effectively and efficiently manage the development and directions of the advanced technologies team to drive technical productivity, the growth revenue, managed services portfolio expansion and promote high quality customer satisfaction while building relationships and ensuring the integration of strategic plans with company directions.• Directs technological research by studying organization goals, strategies and practices• Recommends technology strategies, policies, and procedures by evaluating organizational outcomes, identifying problems, evaluating trends, and anticipating requirements.• Lead a team of developers responsible for in house tool creation. • Created new QA/QC role to identify and close gaps in our operational service delivery.

Greensboro, Nc, Us

Responsible for building an ITIL based new organization that reflected the company’s values and culture. Designing, implementing and ensuring compliance of new operational processes and procedures. Recruiting, hiring and managing of engineering staff to support a wide variety of technologies such as EMC, VMware, Cisco, Citrix and Microsoft. Define and develop the operational measurements that ensure accountability and operational excellence.• Define operational requirements and develop operational processes.• Develop, refine and administer customer onboarding process.• Selection and use of monitoring, ticketing, systems management and other systems necessary to enable the organization.• Design, implement and support the Varrow Managed Cloud.

Manage daily operations of the growing Managed Services department with a focus on driving revenue growth, increasing profit, and managing risk. Provide leadership and direction in overseeing the performance of 39 nationwide employees across diverse functional areas including Cisco technical engineering, NEC service technicians, Network Operations Center, Customer Care, and Billing. Manage department P&L and maintain full accountability for the attainment of departmental monthly and yearly goals.Maintain the highest standards for fiscal management practices and business ethics while adhering to ITIL and Cisco Masters regulations / standards.Provide operational support to facilitate the ongoing department needs for recruitment and growthMajor stakeholder in the development and implementation of the Network Operations Center

Planned, scheduled and managed all activities related to successful resolutions to customer's highly complex and highly technical issues. Coordinated daily status meetings with the technical staff to review the progress of the reported issues and discuss the next steps. Helped developed relationships with the manufacturers to achieve high visibility to the technical issues in order to obtain quick resolutions. Developed and managed all activities related to transitioning new customers to the support structure. This includes equipment, password and contract verifications.Improved the level and quality of customer's transition into the support structure.Wrote procedural documents for critical account engagement and trained all pertinent employees.Partnered with the Account Executives to showcase the support teams and their capabilities to drive sales.

Responsibilities included the high level service and support for the Cisco IPCC Enterprise customers. Provide remote support of hardware systems, sub-systems and / or applications for customers and field personnel utilizing remote diagnostics and occasional on-site capabilities to resolve issues. Provided support to end-users on service, configurations, upgrades and migrations through problem isolation, verification and escalation resolution and documentation. Provide solutions to a diverse range of complex problems. Provide technical support to clients and internal staff. Act as a Tier II / III escalation for services and professional services requirements.Cisco Systems, Inc 1996 to 2006Leading provider in IP Networking equipment and solutions

Duties included developing hardware standards for Cisco Systems associates along with managing the hardware and peripheral vendor relationships. Perform a key role in all internal wireless projects. Provide the support for the Funk Odyssey product. Perform key stake holder responsibilities in the testing & deployment of the Meeting House project. Assist in the Altiris Deployment server upgrades.

Duties included supervising a global staff of 7 test engineers. Scheduling and prioritizing QA work. Build collections, packages and tasks in Altiris Deployment Server. Tracking case generation percentage for every item deployed. Facilitate weekly global meeting to communicate all desktop changes.

Duties included the support of Cisco's ICM/IPCC platform. Support 67 ICM servers globally. Work closely with the NT, Networking and TAC organizations to ensure uptime for the ICM network. Work through hardware, software and network issues. Serve as 3rd level for application and configuration problems. Perform upgrades to the ICM network, including application, operating system and third party software.

Duties included managing a team of 6 technicians on global contact center support. Writing and maintaining service level agreements, customer satisfactions scores and change management procedures. Responsible for US acquisitions for contact center needs, training new technicians and contact center agents. Assist in writing global budget for the department. Assist in the global deployment of ICM and of all the ICM hardware. Maintain current internal ICM platform. Provide primary point of contact for internal LAN/WAN, NT and TAC. Troubleshoot hardware, software and network issues. Investigate new technologies for Telecom / Contact Center environment.

Duties included global contact center support. Project manage the design, build, test and implementation of new contact centers. Programming of vectors, VDN's, hunt groups, coverage answer groups and stations on the Avaya G3R and G3I platforms. Test and troubleshoot problems in existing contact centers. Maintain the AT&T and MCI network call routing, Inova wallboards, Avaya Conversant IVR and CMS systems. Perform basic script builder applications.

Duties included moves, adds and changes of stations on site. Maintain and troubleshoot problems with the Avaya G3R, T-1 Circuits and Octel voicemail system. Manage vendor relationships to resolve service affecting issues.

Cert, Telecommunications

Diploma, Multi-Channel Communications Equipment Operator (202-31M10)