 Responsible for the database management, transition management, change management, incident management and process management of more than 400 US government and education based customers, including the Department of Homeland Security – all involving close customer contact and relationships. Lead Change Control Board member and responsible liaison between multiple customers, Tier 1 and Tier 2 personnel, management and vendors. Acting Change Control Agent on annual ISO9000 certification team. Change Control SME. Responsible for accurate management of newly accepted sites and customers insuring a smooth transition from a Day 1 sales environment to a Day 2 incident management environment. Responsible for customer interaction assisting with managed take over of large-scale networks wholesale into our Network Operations Center (NOC) acting as the “narrow part of the hour glass” between the customer and the NOC. Responsible for daily interactions with teams of floor engineers, shift managers, group managers and directors keeping them apprised of current status of customers. Acting Subject Matter Expert in Managed Services. Provide ad hoc Project Management consultation relative to the turn up and acceptance of existing and new customers into our operations center. Produce monthly reports to executive management on various operations center metrics. Maintain highest levels of quality and provide superior customer service. Maintain high volume and timely resolution of customer queries. Work closely with other Project Engineers and Project Managers to assist in the smooth transition of new and current customers into the management process. Responsible for assisting the customer with Verizon-based tools found on the customer portal. Frequently assist with root cause analysis of trouble tickets and network fault management alarms. Responsible for offering training to floor engineers in the NOC and to other Project Engineers working in other management

 Act as shift/group lead managing workflow for floor engineers, maintain strict adhesion to SOPs with regard to trouble ticketing system, fault isolation and resolution, maintain positive customer relations, monitor Mean Time To Repair and other SLA metrics, send executive-level notifications in addition to providing world-class customer service. Responsible for proactive WAN management, fault isolation and trouble resolution of T1 and DS3 data circuits serving the United State Department of Homeland Security – DHS is a collection of governmental agencies including but not limited to Customs and Border Protection, Transportation Security Agency, U. S. Coast Guard and Immigration and Customs Enforcement, expected to become one of the most inter-agency connected networks in the United States and its territories. Proactive alarm handling, remote troubleshooting/repair and documentation. Interfacing with bell and competitive bell companies, MCI terminal technicians consistently meeting or beating MTTR standards stipulated in this government contract. Maintain highest levels of quality and provide superior customer service. Maintain high volume and resolution of circuit trouble tickets. Work closely with other DHS telecommunications engineers to assist in resolving LAN-based issues and offer support to these technicians when necessary. Frequently assist NOC-based ISO 9001-2000 liaison with pre-audits and audits.