Versatile Telecommunications professional with vast knowledge of Enterprise and Wholesale services. Telecommunications manager with strong background in Provisioning and maintenance of Special Access services project management and product support. Expert test desk technician specializing in Hi-Capacity complex services.
Technical standards and deliverables
Avaya Call Center
Local and long distance carrier circuits
Analysis and problem solving
MS Office proficient
Troubleshooting and problem solving
word document reading and interpretation
Customer service skills
Created new departmental procedures manual.
Assessed organizational training needs.
Initiated NCFR process which resulted in reduction of New Circuit Failure rate across Mid-Atlantic Region by 48%.
Served as key contributing member to Leadership team. Completed Emerging Leaders course and served on Leadership team to focus on backlog.
Supervised a team of more than 92 Customer Service Agents and Switching Equipment Technicians. Promoted the enhanced Provisioning and Maintenance Team for the Pennsylvania and Delaware states.
Automated repeatable tasks where possible to increase efficiency. Implemented the daily scripting of Delphi/SCFFI to identify potential Circuit failures.
Area Manager August 2013 to April 2015Verizon - Greensburg, PA
Communicated company and organizational goals to ensure employee engagement.
Developed and ensured execution of action plans to completion ensuring organizational timelines we achieved.
Strategic planning of resources to ensure job requirements were met Including Training and development of bargained for employees.
Monitored the network facilities health in compliance with Neat, Clean, Safe and Reliable.
This position encompassed the Eastern North and Eastern South Western Pennsylvania territory to include 105 Central Offices.
77 Central Office and Systems Technicians as well as 4 Local Managers.
Center Operations Manager August 2009 to August 2013Verizon Services - Pittsburgh, PA
Wholesale Provisioning Services, Verizon.
Responsible for the daily operations of the Wholesale Services Provisioning Team.
The Center was the Sole location for Hi-Capacity Circuit Provisioning for Verizon's Wholesale Customers such as AT&T, TMobile, Sprint, Comcast.
Lead a team of 5 Supervisors overseeing a team of 92 Customer Service Agents and Switching Equipment Technicians responsible for providing test support to the Central Office and Field technicians.
Monitored daily objectives to meet customer expectations for timely delivery.
Supervisor March 2006 to August 2009Verizon - Pittsburgh, PA