Wayne Thomas

Professional Summary

*** -*** -**** acrk0i@r.postjobfree.com

A senior telecommunications professional with over 18 years’ experience managing multiple complex and diverse projects simultaneously. Successfully managed large scale and international projects, and responsible for large accounts. Proven experience in business development, management, and sales plus technical support skill. Possess an excellent track record of generating revenue, planned, developed and showcased major accounts that produced change and recurring revenue. An exceptional communicator with demonstrated success in building relationships. Expert in engaging with customers, including senior executives, and skilled at explaining complex technology in simple terms. Ability to negotiate with senior customer leaders during adverse product performance events. Extensive experience in facilitating project meetings, and team building activities developing skills for conflict management. My education and work experiences have prepared me to work in a fast-paced, competitive environment.

Professional Skills

Experienced in networks and telecommunications projects

Strong background in technical support, customer services, and in networks

Experienced in working and coordinating activities for multiple groups

Prospecting, selling products to small, medium, and large firms

Proficient in Microsoft office suite including Word, Excel, Power Point

Strong data entry skills

Expert in managing inbound calls

Professional Experience

General Dynamics Information Technology (Wireless Division)

Technician Help Desk (August 2012 to August 2015)

•Troubleshoot and resolve Tier 1 tickets related to technical and connectivity issues on AT&T GSM / UMTS /LTE Networks

•Escalate advanced technical and connectivity issues to the Tier 2 level

•Maintain a low average handling time to ensure speed of answer service level agreement is met

•Utilize ticketing system to document triage/resolution specifics

•Perform other duties or special projects as assigned

•Handle clients professionally during all interfaces

•Act independently to resolve support calls and achieve a high percentage of incident resolution without escalation

•Advise and educate end-users on procedural guidelines to ensure a complete solution to their technical issue

Virgin Media London

Major Account Manager (June 2008 to July 2012)

Managed new accounts in assigned territory.

Developed a strong presence in a competitive landscape (i.e.: Cloud, Private WAN (MPLS), Co-location) while achieving profitability and performance standards.

Marketed the full suite of services under the Virgin Media and CTS portfolio ranging from Cloud & Managed Hosting services to MPLS, SIP & Networking hardware.

Solutions Sold:

- MPLS

- Ethernet

- IPL/International Private Lines

- Corporate Internet

- IP Transit

- Hosting/Colocation

- Telepresence

- IP Conference Solutions

- Cloud Services

Ericsson Europe

Account Executive (January 2002 to May 2008)

Managed complex customer requirements and proposed a range of solutions, with associated UMTS - LTE technologies and business analysis.

Assisted in driving consulting engagements from lead generation to contract fulfillment in agreement with Key Account Manager (KAM) and/or Engagement Practice (EP).

Led account development of 4 Ericsson Systems business units for multi-national manufacturer of microelectronic components.

Organized program to increase account penetration; analyzed account requirements, assessed competition and future bid opportunities, developed strategic account plans, led preparation of proposals and responses to RFP’s.

Defined design parameters for product development; negotiated business unit prices; conducted quarterly reviews to improve product performance and filled service gaps.

Arranged joint planning quality meetings; collaborated with marketing and engineering teams and organized review of sub-contractor inventory levels.

Ericsson Europe

Technical support Engineer (January 1993 to December 2001)

Customer Support Engineer dedicated to Europe, Middle East & Africa Region providing Troubleshooting for the Principal Mobile Providers in the UK such as: Vodafone, T-Mobile, 3 Wireless UK, etc.

Primary Contact for Customer Support in Tier1 GSM / UMTS Support.

Customer facing responsibilities providing weekly updates and status reporting, synergistic daily customer interaction to achieve and make delivery process smoother assuring high quality standards.

LTE clusters and Sites Shakedown reports technical review delivered by GSC India and local resources, this includes analysis for Drops, Access Failures, CSFB Failures, Low Throughput, Poor Coverage, Boomer sites, Handover Failures, MIMO issues, Poor CQI, Low % Idle Time providing recommendations to mitigate those problems.

Follow up and track of stopper issues for meeting KPI goals and accomplish Drive Test schedule in a timely manner, issues as RSSI, tilt change analysis and implementation, VSWR problems, alarms clearing addressed and followed up with customer.

Taking Care of drive test planning for Clusters and new sites on air, tracking and follow up daily on field activities and providing technical support and troubleshooting to drive test teams.

Periodic internal update and follow up with Ericsson’s PM about status of project, discussing risks and actions to be taken for improving results, reduce time and expenses during project delivery.

Deep troubleshooting and parameter audit on sites with bad performance that could be stopper to meet KPIs goal and get approval during ongoing project (MIMO issues approach through flow fox traces, parameter and configuration comparison, etc.).

Verizon Business/MCI

Technical Support Representative (May 1990 to December 1992)

•Answered high volume inbound customer support calls.

• Provided Tier I troubleshooting of devices and web application as well including assisting customers with web application and report questions.

•Documented all customer interactions through Salesforce and monitor issue until resolved.

•Identified recurring issues / trends and recommended a permanent solution through an escalation process to the Product Specialists team.

Qwest

Customer service / Rep/ Tech Support (January 1986 to April 1990)

Consulted with customers to establish needs and offer the most appropriate solutions providing highly professional service with patience, empathy, and care.

Responded to customer calls, electronic communications, and/or other telephone line reports related to CenturyLink products and services. Obtain pertinent information through fact finding and consultation and evaluate and assess customers-reported trouble.

Provided technical support to diagnose and resolve technical hardware and software issues. Formulate trouble reports/tickets and/or provide solutions for customer repair problems. Interface directly with customers by providing status and ensuring service has been restored.

Coordinated with various departments to restore or repair customer service. May dispatch, escalate or refer requests to others for service issues

Education:

•Bachelor of Science: Telecommunications & Network Engineering, 1996; South Bank University - UK

•Electronics Engineering Certificate :Brixton College London, UK

•Certificate of Training: CCNP2 (Networks) Cisco - UK

•Certificate: RNC, Node B, Training Courses Ericsson - UK

•Certificate: NSN Node B and RNC Training courses

•Diploma: Photonic Platforms MHL3000 DWDM/SDH Network Rollout Ericsson - UK

Certificate: CENA, DWDM/Photonics Layer (DWDM Long Haul/Regeneration and amplification) Certificate: UMTS - RNC-Training Courses, Ericsson UK Project Management Training Course

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