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.
• 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.

• 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.
• 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.

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

Education record