Thomas Dosch Email & Phone Number

Buffalo, New York, United States

As the Lead Incident Manager my responsibilities include managing major incidents affecting our customers while working with the necessary parties to ensure service is quickly restored. Communicating effectively while escalating and driving the issue is critical to preserving a positive customer experience. I am responsible for the day-to-day operations of the NOC as well. I partner with my Senior Manager and Associate Director to ensure all aspects of the NOC are positioned for success. Working as the primary lead for my team of engineers involves writing the schedule and identifying necessary resources, develop and deliver training to the team, and assisting on complex problem solving, and authoring our business continuity plan. My center manages several top-tier enterprise customers and regularly interface with internal and external executives. I am responsible for being an advocate of the customer, maintaining a strong relationship with their executive leadership, growing the customer’s trust by developing improvements that better suit their needs and ensuring my team brings the same sense of urgency to the incidents we work.• Authored my NOC's Business Continuity Plan which attributed to flawless metrics during the Covid-19 Pandemic• Drive escalations to internal and external stakeholders for quick resolution on critical incidents.• Developed and delivered 2 separate training programs for new employees and effective ethernet troubleshooting in 2017 and 2021.• Write the schedule and identify the necessary resources and potential deficiencies based on workload.• Proactively communicate to management deficiencies and areas for improvement to deliver solutions.• Strive to foster a sense of teamwork and positive attitude to my engineers that they can rely on me, as well as each other.

As a Senior Associate Engineer with Verizon's Integrated Services Incident Management Center, I am involved in incident management and escalation management for numerous products and services for our customer. My center manages a top tier Enterprise customer for Verizon and expectations are high to be an advocate of the customer, ensure timely resolution of outages, maintain a strong relationship with our customer, and exceed the customer’s expectations.• Work trouble tickets for our customers to resolve the issue on the first touch.• Handle phone calls with our customer, vendors, and internal business units.• Heavily involved in working chronic troubles in our group to ensure repeat failures are handled in the most effective and efficient manner.• Handle Incident Management crisis bridge calls with the customer that can range from a single branch outage to a large scale geographic outage.• Lead a daily and weekly conference call with my customer's Senior Management to discuss tickets that need a root cause analysis, chronic tickets and any currently escalated issues that need to be addressed.• Revamped our entire new hire training program to improve efficiencies and bring it up to date in 2016.Other Roles at Verizon:• 2 years’ experience in Verizon's Global Customer Service Center as a CSR and Team Lead.• Promoted to our Data Repair Center where I spent 4 years as a Telecommunications Technician. • Advanced to the Integrated Services Incident Management Center as an Associate Engineer before being promoted to my current role of Senior Associate Engineer.

Bachelor Of Science (B.S.), Computer Information Systems, Graduated Cum Laude

Education record