William Wise Email & Phone Number

London, London, Gb

Alexandria, Va, Us

Took charge of DAS technical operations and support for as many as 45 large-scale, high-profile, high-security venues nationwide. Leading an expert team of maintenance engineers, and working jointly with venue VPs and leaders, ensure that in-building DAS, cellular infrastructure, and scalable network solutions meet the demand for top-quality wireless coverage. Navigating through post-integration change and ambiguity, hit the ground running to turn around operational performance. Built trust-based relationships across the organization and with customers, managed agile NOC integrations, and improved NOC efficiency, responsiveness, and communications. Applying a logical systems approach, rationalized and negotiated millions in contractor savings and reduced maintenance spend through alignment of IT systems and integration enhancements. Expanded bandwidth and built scalability and team capacity for NOC to NOC projects, defining roles, gaining approval, and building virtual process flow. Proactively developed a full rolling maintenance program while enhancing partner effectiveness. Built structure around the reporting and data analytics process to ensure relevant and consistent data.

Mattoon, Illinois, Us

Built and led a large-scale customer support organization that included managers, technicians, and multiple global vendors. Managed multimillion-dollar project budgets, delivering ROI and OPEX savings, and led end-to-end product and service life cycles, partnering with IT, DSC, NOC, and other work groups. With accountability for customer SLAs and KPIs, drove IT automation, system, reporting, and process improvements for all products and services related to operational readiness. Built a robust high-level volume automation system from scratch, developing all logic and gaining critical buy-in with a people-first approach. Serving as corporate steward and partner to members, improved the maintenance and repair delivery process, coaching teams to delivery quality work within a high-volume 24x7 customer support environment. Worked jointly with sales team to improve relationships with customers, allowing for greater business continuity, loyalty, and satisfaction.

Xxx, Us

In a lead role I contributed to help bring FairPoint out of bankruptcy, winning major contracts, and becoming profitable, leading to its acquisition by Consolidated Communications. Through turnaround leadership, spearheaded process and system improvements for all existing technologies and products. Integrated testing systems, aligned people and processes, and improved operational structures. Strengthened vendor relationship management for maintenance and provided reporting and trend analysis for vendor performance. In this role, led a top-notch team of managers, 100+ associates, and several vendors related to help desk support. Provided technical training to maintenance center specific to new product launches and served as the customer interface and lead technical resource for significant issues.

Xxx, Us

Managed three 24x7/365-day call centers: two call centers were dedicated to technical testing and repair on products from POTS and DSL to carrier ethernet; one center was for emergency response. Held full accountability for maintenance for all enterprise, wholesale, broadband, and carrier ethernet services, as well as operations management, project management, system design, testing, and integration.

Basking Ridge, Nj, Us

Managed network services provisioning and maintenance processes, leading and training a unionized team of highly skilled technicians in the IT/Telecommunications field.

Master Of Business Administration (Mba), Business/ It

Graduate Certificate In The Foundations Of Business, Business Administration, Management And Operations

Bachelor Of Science Degree, Information Technology

Associate In Science Degree, Telecommunications Technology