Fuquay-Varina, North Carolina, United States
I thrive in difficult, time-sensitive and mission-critical technical environments and have dedicated my career to exceeding company and customer expectations by managing internal and customer issues with professionalism and urgency. I have been responsible for internal and external executive-level reporting, process review, change management and implementation. I am a person focused on delivering honest and quantifiable results and have held roles with responsibilities encompassing Network Operations, Customer Technical Support and Escalation Management. I have worked in critical real-time response environments (Tier-1, Emergency Recovery, Customer Escalation Management and 24x7 Global Support), and have managed those groups with great success. I have first-hand experience with several generations of multi-service data products (including RAID storage devices), Network Architecture, VoIP and ATM troubleshooting and configuration. I also have experience with many remote access tools and virtual environments. Specialties: I specialize in event/incident management and escalation management & reporting to the highest levels in the business. I am results-driven and can be tasked to support any project or assignment. I am trustworthy and honest and have held Top Secret SBI/SCI clearances for 12+ years within the ELINT/SIGINT community for the US Gov't.
I manage highly visible and politically escalated technical support issues for NetApp's premium customers. My role is to manage and report on the incident progress and temperature by serving as the liaison between NetApp's technical & Account Teams back to the customer. I'm responsible for hosting touch-point meetings with key internal and external stakeholders during these escalations. I also provide written Executive Summaries, which are designed to track the real-time progress of the escalations as well as outline next-steps, assignments, guidance/expectations and root cause.
Provide project management, installation & repair services for Skytron surgical equipment (operating tables, lights, anesthesia columns) in local area hospitals. Provide real-time phone & on-site emergency response, troubleshooting and repair of critical hospital equipment. Responsible for writing and submitting Service Reports as well as determining budgets for the Service organization.
•Manage product support group that provides 24x7 1st-Tier Technical Support for Ericsson's PPX/MDM/Shasta (Wireline Data) customers for the entire RNAM (North America) and RLAM (Latin/South America) regions. •Created, trained and implemented new process flow and customer support models for our supported products including the integration of those processes into our CRM's and case handling tools. •Contacted critical customers to reviews active CSR's, including status updates and going-forward planning, including escalation and adherence to the customer's SLA. •Conduct bi-weekly Staff/CSR review meetings and provide feedback/reports to upper management based on case reviews. •Write, review and approve staff Performance Reports (IPM) for 1st-level support team personnel. Work with upper management to properly segment and rate individuals according to guidelines. •Fill in as TS Engineer and handle 1st Tier cases.
•Tasked to manage the 1st-Tier Technical Support Group which provides direct phone and remote access support to MSS (now PPX), MDM & Shasta customers in NA, SA & Caribbean regions. •Responsible for the timely emergency escalation & and the subsequent resolution of service affecting issues for Nortel's customer base. •Responsible for supporting the installation, management, and troubleshooting of Nortel’s data network customers. •Tasked to serve as first-tier phone support for troubleshooting live customer data network technical support issues. •Provided Emergency Recovery (ER) support for MSS/MDM platforms as well as VoIP (Succession) solutions. •Supported platforms include: UE-IMAS, 1MegModem, Shasta (Services Edge Router 5500), Passport (MultiService Switch 6k, 7k, 15k), PVG, MG7k/MG15k. •Remote Access/Virtual Environment Tools: Citrix, VMWare, WebEx, RemoteViewer
Responsible for the initial design, construction, implementation and management of the core corporate network and systems infrastructure as well as the customer services network of systems and services for a national ISP providing DSL, Dialup and voice solutions. I was also responsible for the annual budget review and submission for Operations. I designed, staffed and built process for our NOC, which provided 24/7 support for all of North America.