EXPERIENCE:

Confidential

Manager, Service Fulfillment

Responsibilities:

• Provide leadership and direction for the Service Fulfillment Team to obtain optimum efficiency and performance.
• This includes but is not limited to, developing & motivating management & employees to establish and maintain a quality driven, customer focused team.
• Create department goals & objectives.
• Ensure policies & procedures are developed to achieve department & corporate goals
• Advance the use of the various internal systems utilizing financial analysis & reporting structures
• Utilize daily, weekly, and monthly reporting to understand trending & ensure goals are being met for the following KPIs:
• Workload
• Process Improvement
• Revenue Generation/Retention
• Customer Satisfaction/Experience
• Cost Reduction
• Foster, Develop, and Maintain open communication between team members and all other departments including Marketing, Sales, Billing, Support Services, Collections, Provisioning, and Network Engineering.
• Anticipates the impact of the changing business environment and adjusts work assignments and processes as necessary
• Develop and Maintain quality and performance metrics for all customers across all Products including but not limited to:
• Hosted PBX
• Integrated Voice
• Broadband
• Security Services
• Synergy
• Mako
• POTs
• Act as escalation for all as needed
• Provides guidance to staff to ensure the appropriate handling of customer complaints of all kinds to ensure satisfactory resolution.
• Responds to all escalation challenges by pulling in the appropriate personnel resources
• Develop escalation procedures to report networking and IP issues
• Provide remote (and occasional on - site) service installation management for all Digital Voice customers.
• Establish & Communicate performance standards & objectives.
• Manage & Develop team members to be able to effectively plan, organize, and lead through continual coaching & feedback on performance.
• Conduct weekly supervisor meetings to review individual statistics & follow up on problem employees.
• Carry out additional supervisory responsibilities in accordance with the organization’s policies and applicable laws including interviewing, hiring, planning, assigning, and directing work; appraising performance; motivating and rewarding employees; disciplining employees; addressing complaints, resolving problems and terminating where appropriate

Professional Services Supervisor

Confidential

Responsibilities:

• Provide leadership and direction for the Professional Services Team to obtain optimum efficiency and performance.
• This includes but is not limited to, developing & motivating management & employees to establish and maintain a quality driven, customer focused, team.
• Assist in the creation of department goals & objectives.
• Develop policies & procedures to achieve department & corporate goals
• Maintain quality and performance metrics for all customers across all Products including but not limited to:
• Foster, Develop, and Maintain open communication between Prof Services Team
• Establish & Communicate performance standards & objectives.
• Manage & Develop Professional Services Team members to be able to effectively plan, organize, and lead through continual coaching & feedback on performance.
• Conduct weekly supervisor meetings to review individual statistics & follow up on problem employees.
• Carry out additional supervisory responsibilities in accordance with the organization’s policies and applicable laws including interviewing, hiring, planning, assigning, and directing work; appraising performance; motivating and rewarding employees; disciplining employees; addressing complaints, resolving problems and terminating where appropriate
• Provide back up to all Professional Services Supervisors & team members as needed
• Act as escalation for all Professional Services Supervisors & Technicians as needed
• Provides guidance to management staff to ensure the appropriate handling of customer complaints of all kinds to ensure satisfactory resolution.
• In Seat Support Queue:
• Answer incoming sales calls related to various digital voice products & services
• Responds to all escalation challenges by pulling in the appropriate personnel resources
• Utilize escalation procedures to report networking and IP issues to the next trouble-shooting tier.
• Provide remote (and occasional on-site) service installation management for all Digital Voice customers.
• Updating documentation as needed

Deployment Coordinator

Confidential

Responsibilities:

• Provide expertise in the area of managing the installation of end user Digital Voice & Data services as well as managing the test and turn up of all Confidential data circuits.
• Schedule deployment related dispatches with appropriate support providers
• Escalates as necessary to senior management of our support provider to address any missed appointment or when it is determine the assigned technician is not competent to complete the installation or is not representing the company in a professional manner.
• Manage the ordering & installation of various Professional Services for SMB customers including but not limited to: POTs, Cabling, Broadband, SBC/POE, Calling, Security, Pagelink, & Synergy
• Provides remote (and occasional on-site) service installation management for all Confidential VoIP customers.
• Manage the installation and configuration of Customer Premise Equipment for VoIP and WAN connectivity to customers LAN.
• Responds to all installation challenges by pulling in the appropriate technical resources while our installation partner is on site to correct any challenge preventing successful installation.
• Work closely with various internal teams to understand & implement requests
• Know & follow the Circuit Acceptance process
• Work within a queue at a high rate of speed while building quality relationships with said technicians.
• Coordinate multiple deployment activities across multiple accounts concurrently
• Complete VoIP Services Verification Test procedures to ensure customer satisfaction.
• Utilize internal systems to process trouble tickets with external carriers and internal resources.
• Apply logical troubleshooting procedures to network services including logical fault isolation on network equip, carrier circuitry, CPE, customer wiring, and customer hardware and software applications.
• Perform basic to complex installations as related to Voice, Data, and Transport to support all of Confidential products and access types for both core and wholesale relationships (this includes Internet circuits, Integrated Voice/Data T1s, MPLS, SIP, Cable, DSL, Fixed Wireless, services devices and switches).
• Provides internal test & turn up for “coordinated” circuit installs.
• Provide Self Service Response by working a queue answering incoming customers calls related to various self-installation issues.
• Perform MACD type updates/changes within the BroadSoft Platform
• Provide In Seat Support for on-site sales associates

Confidential

Transport Engineer

Responsibilities:

• Development of reliable designs ranging from Confidential 's, OC-Ns to Ethernet Services, and corresponding transport equipment engineering, procurement, implementation.
• ASR ordering process or general transport vendor ordering processes/systems.
• XNG Database/ Transport engineering modeling and corresponding design in database environment (Maintains accurate circuit inventory in XNG environment).
• Maintain and populate changes to facilities into the Xng database as network changes are implemented.
• Create & manage work order process and other aspect of Xng.
• Work closely with Cell Implementation and Operations in meeting the regions key objectives for new cell sites and capacity requirements.
• Ensure compliance with all Confidential standards and practices.
• Provide complete equipment specifications for Network projects as defined by network deployment plans.
• Effectively manage vendors and consultants.
• Work with vendors to obtain quotes, negotiate pricing, and ensure their products and services meet Confidential requirements.
• Monitors EBH performance via internal tools, works with internal and external teams to ensure optimum performance.
• Prepares job aids and tools that document internal methods and procedures.
• Perform job duties and completes tasks per department's expectations and goals

Confidential

Responsibilities:

• LSR management: Projects, Daily Reports, orders processing, etc.
• ASR management: Key ASR requests for tandem additions & augments as well as monitor traffic flow
• Process management: Review and/or create new processes/procedure in order to streamline processes/timelines etc.
• Escalations & Expedites.
• Work with Engineering to develop & distribute training for MetaSwitch with regards to new & existing products.
• Manage all CSR & LSR port out requests.
• Manage all access & passwords for the various carrier systems.
• Provide training to new & existing employees as well as departmental cross training.
• Assist with management and distribution of work load for Implementation technicians, dispatch, switch technicians, customer care, & field services.
• On Call Tech Support

Confidential, Southfield, MI

NOC Technician

Responsibilities:

• I was responsible for working directly with customers to define, troubleshoot, and correct any and all issues with the end users phone services.
• This included but was not limited to addition, removal, and changing of switching options; voice mail service corrections/changes; POTS troubleshooting; Data service and Adtran troubleshooting.
• I was also responsible for creating internal trouble tickets as well as issuing external trouble tickets to external carriers.

Confidential, Southfield, MI

Dedicated Access Provisioner

Responsibilities:

• This included but was not limited to researching each disconnect against various systems, keying orders into EON, issuing Access Service Requests (ASRs) to the individual LECS, and tracking the flow of each ASR to completion.
• I was also responsible for tracking, coordinating and following up on all of the above mentioned orders and guaranteeing that all deadlines and due dates are met.
• In addition to these responsibilities, I was also a gatekeeper.
• This position required that I assess each team members work load and assign them orders as they came into queue.