William Rivera Email & Phone Number

Stamford , Ct, Us

Stamford , Ct, Us

Stamford , Ct, Us

•Incident detection and notification to upper management, customer and necessary support teams.•Ensure initial testing to determine priority of incident to meet SLA•Updates provided to customer and upper management in a timely manner depending on severity of Incident•Monitor or assist in troubleshooting efforts for prompt resolution of incident•Provide resolution findings and plans to avoid repeat of incident if possible•Ensure proper documentation of incident and closure once resolved•Prepare plan and execution of restoration process of services in case of natural disasters by highest priority to lowest ( emergency/ first responders services, government agencies, business and residential services)•Manage daily operations and trouble reports in a call center environment•In charge of hiring, training, coaching and termination of personnel•Oversee 68 technicians, 2 supervisors and 3 team leads directly assigned to work with technical support issues, customer service and technical troubleshooting•Handle customer escalations to resolution•Report on and update senior management of any major network outages•Ensure all technicians maintained certifications and technical level knowledge and proficiency•Prepare mid and yearly performance evaluations for direct reports•Held meeting with customers to discuss monthly or yearly ticket reports provided •Assisted in creating RCA’s and RFO’S for both Upper management and customers affected by service outages

•Manage the daily operations and trouble reports in a call center environment•Oversee 13 Network Engineers level I/II directly assigned to within various groups•Ensure the proper support was provided to field technicians from fiber, wireless, implementation and installation teams•Created a custom support group composed by network engineer II personnel to provide support for managed service customers, such as banks, hospitals and government agencies amongst others•Monitored managed services customers CPE (router and switches) utilizing Solarwinds and Net expert•Establish and documented technical requirements needs for daily operations to improve efficiency and customer support•Reported on and updated upper management of any major network outages•Ensured all groups completed required training to maintain proficiency in technical areas and certifications, including CCNA, CCNP, Network + and JNCIA•Prepare statistic reports for upper management on monthly metrics•Serve as liaison between customer service, sales and network operations departments•Prepare mid and yearly performance evaluations for direct reports•In charge of hiring, training, coaching and termination of personnel•Incident detection and notification to upper management, customer and necessary support teams.•Updates provided to customer and upper management in a timely manner depending on severity of Incident•Monitor or assist in troubleshooting efforts for prompt resolution of incident•Held Meeting with customer to discuss monthly and yearly tickets reports provided as part of SLA’s•Provide resolution findings and plans to avoid repeat of incident if possible•Ensure proper documentation of incident and closure once resolved•Prepare plan and execution of restoration process of services in case of natural disasters by highest priority to lowest (emergency/ first responders services, government agencies, business and residential services)

•Managed all troubleshooting reports within a four-hour mean time to repair for various network services, including: DS1’s DS3’s, POTS, fiber networks, Ethernet networks, VoIP services, WI-FI, ADSL and BDSL•Assisted customers and provisioning teams in the configuration and testing of new network devices or customer network upgrades•Monitored Managed Services customers CPE devices (router and switches) utilizing Solarwinds and Net expert•Provided support and training to network engineer I, Business Technical support and field technicians•Acquired advanced knowledge of over 180 AT&T local vendor devices, including: Cisco, Fujitsu, Nortel, Adtran, Edgewater, Juniper, Polycom•Troubleshooted and assisted in major network outages of fiber, core / edge equipment and cell sites•Contacted external service providers to work on issues reported by mutual customers