Manage a dedicated team of CTA's overseeing the Verizon Wireless Network Nationwide. Also working hand in hand with the team in the daily activities to ensure the VzW network is the most resilient and robust in the Nation. From legacy transport gear through the new deployments of 5G all aspects must be accounted for, tracked, maintained and reported on. Working towards compliancy in the EBH routers is an on going team effort from the local mkts up through Area Executive Dir and into Maintenance Eng ranks. Close alliances are critical and required for internal teams trust in TAC, SME, Acct team, Quality, and PM groups as the CTA is the information source to assist and drive resolution with all of these teams for any issues encountered with hardware, software, or configurations. Equally critical alliance is with the VzW ME and local Ops Mgrs, Directors, and other key folks within VzW as we can be the first call coming into Nokia from VzW and must have the knowledge or know the contacts/process in which assist VzW with.

Key member of a world class team resolving all technical support issues requested by internal and external clients. In charge of leading and conducting cross-product discussions regarding investigations related to outages in the customer network. Coordinate customer review calls on a quarterly or as-needed basis while gathering additional resources to support requests.• Resolve customer service interruptions by successfully executing a new process in place for Failure Mode Analysis boards associated with outages and faulty hardware. -- Process involves re-organizing materials and testing practices, which help to expedite analysis and leads to proper tracking throughout all organizations.• Identify trends in AR tkts spanning the customer network, while evaluating possible implementation improvements during escalated equipment failures.• Maintain accuracy with product information by orchestrating data collection and analysis as well as verifying integrity of database system.

Served as customer liaison coordinating all communication efforts between internal/external clients and the Optical Product Division. Managed customer concerns ranging from training issues, FOA problems and tracking beyond the NPI support.• Enhanced further resolution through the Customer Service Level Agreement (SLA), which required improved maintenance of disaster recovery systems. -- Procured missing equipment and other resources/space for the SLA, which continues to be utilized during shortages.• Contributed to the implementation of a customer-specific training course designed to boost clients’ knowledge on technical solutions. -- Assembled all parties involved for program, which led to improved customer satisfaction as well as limited service issues in the field.

Technical consultant for all release hardware configurations, project quotes and deliveries assigned to ALU clients. Providedsupport to marketing in customer-based presentations as well as client training sessions for engineering and planning groups.• Orchestrated the development of new quoting tools used by engineering team created to optimize efficiency and reliability of system designs.• Championed a document retention/storage process for engineering team, which helped alleviate extra time for locating important records and information.• Significantly reduced costs during site surveys and design reviews by evaluating all key elements to suit customer applications.