Accomplished Technology Professional with 20 years of experience including Service Delivery and Project Management of Network Services.
Experience
06/2014 to Current
Technology and Client Services CoordinatorOneVision Resources, LLC － Boston, MA
Manage the trouble ticketing system
Maintain and nurture relationships with high net worth individuals.
Ensure prompt, accurate responses are provided to clients
Assign technicians to work tickets
Schedule on-site appointments to address customer technical issues
Assisting in developing new case management module in NetSuite
Chair weekly team meetings to address open issues
02/2013 to 06/2014
Service Delivery ManagerPresidio － Woburn, MA
Acted as customer advocate within Presidio
Managed contract deliverables
Oversaw on-boarding projects working closely with the provisioning team
Coordinated internal and external project kick off meetings
Customized and facilitate incident reviews Monitor status of Cisco SMARTnet renewals
Audited customer monitored inventory Review invoicing to ensure it is in line with the contract
Performed Quarterly Business Reviews
Managed and track customer escalations
06/2008 to 01/2013
VoIP Product and Project ManagerTNCII － Boston, MA
Contribute to the development and implementation new VoIP product line
Act as technical liaison to Marketing for product reference including quoting, Agent Portal and tradeshow support
Review and negotiate carrier and vendor contracts
Team with CTO and Engineering team to formulate features and design of the end product
Field questions from both internal and external sales parties in regards to product pricing, technical feasibility and ordering processes
Purchase equipment and network data connections
Aid in building and maintaining strong relationships with various carrier/vendor account teams including data center relationships)
Document escalation procedures for various vendors and carriers
Reconcile carrier/vendor invoices each month to ensure billed items are in line with contract pricing
Coordinate training for internal provisioning and sales teams
Coordinate installation and upgrades of network infrastructure
Track all network connection costs and report any changes to Finance
03/2001 to 06/2008
Senior Technical Services SpecialistTNCII － Boston, MA
Project managed the implementation, activation, move and upgrade of dedicated voice, data and integrated circuits (DS1, DS3, OCn, Ethernet)
Coordinated pre-installation account team meeting with sales, customer and vendor to verify all technical specs are accurate
Maintained lasting relationships with clients and external sales teams
Assisted with any technical questions or concerns that sales or the end user may have Escalated with the carrier when necessary for missed due dates, delays, etc.
Coordinated installation of the circuit(s) with customer vendor
Chaired the installation conference call to ensure all appropriate parties are on line and provided technical assistance when necessary
Assigned all applicable fees and charges to client account
Fielded all service issues for 24 hours after installation.
06/2000 to 03/2001
Project ManagerVerizon － Boston, MA
Managed numerous large-scale projects simultaneously for inter-exchange carriers.
Oversaw provisioning, engineering and installation of various Special Access circuits ranging from DS0 to OCn.
Consulted on a daily basis with other Verizon departments. Including Design, Enginereing and Installation.
01/1998 to 05/2000
Team LeaderVerizon － Boston, MA
Supervised dedicated circuit provisioning unit of 10-15 service representatives
Maintained attendance records, training records and conducted monthly service observations
Issued service orders for high capacity circuits for inter exchange carriers
Assisted to maintain ISO 9000 certification
Served as second level point of escalation for customers
Ensured and maintained customer satisfaction through extensive phone contacts on a daily basis
Conducted extensive follow-up with engineers and installation managers to meet customers' circuit design requests and desired due dates
Utilized numerous operating systems simultaneously to assist customers with questions and concerns regarding circuit design and delivery
Trained and coached employees on a daily basis
Provided coverage for Area Operations Manager when necessary
08/1995 to 12/1997
Provisioning RepresentativeVerizon － Boston, MA
Provisioned special access digital data and voice circuits for interexchange carriers
Acted as first level point of contact for customers to escalate and expedite past due service orders
Maintained excellent customer relations via phone contacts
Assisted team leader with coaching new employees
Education
1995
Bachelor of Science: Business Administration/MarketingEastern Connecticut State University － Willimantic, CT
