Kurt Larsen 678-***-****

Frisco, TX, ***** acub0o@r.postjobfree.com

https://www.linkedin.com/in/kurt706

Summary

An accomplished leader with more than seventeen years of experience in customer support for Telecommunications, Networking and Computer Technology. Extensive experience in developing customer support models for new areas, including tiered structure and offshore efficiencies. Methodical approach to contract negotiations with proven track record of strong operational profit margins.

Professional Experience

Ericsson, Plano, TX 2011-2016

Service Delivery Director

Directed the AT&T Mutli Service Proxy, WebRTC, Virtual Cloud, OSS, BSS, IMS, Telcordia and Ericsson TV domains

Interfaced with AT&T Tier 3 (ATS) leadership

Directed 6 Service Delivery Managers

Participated in contractual negotiations and determined liquidated damages

Presented operational highlights and budget to executive leadership on a monthly basis

Directed west coast operations for AT&T customer support

Responsible for team resource and budget planning

Managed 3PP contracts and relationship with HP, Oracle, EMC, F5, Juniper

Served as acting Customer Support VP on several occasions, provided executive updates and managed escalations

Responsible for all new contract scope negotiations

Received award for saving 80M in liquidated damages in 2015

Service Delivery Manager II 2005-2011

Responsible for AT&T multimedia and DSL products

Prime responsible for The Serving GPRS Support Node (SGSN) software delivery to AT&T

Built a solution-based support structure for NGG(Next Generation Gateway)

Responsible for acquiring quotes and securing funding for Solution Support

Performed SDM II on call duty for Regional and National platforms

Worked with Core 3 team to develop new customer support contracts

Worked to maintain and improve TL9000 scores

Worked closely with HW supply chain and RMA groups to maintain TL9000 scores

Drive customer support teams to make sure customer KPI are met for CSRs and outage downtime

Field Service Engineer 2003-2005

Support of MoIP IP Voicemail Platform

Customer interface between FLS and customer

Performed Backup SDM and FLS duties when needed

Part of APG40 Champion Team

Senior Customer Support Engineer 2002-2003

Supported Cisco routers using X.25 over TCP/IP

Worked on GPRS and WAP

Supported Voice Over IP

Setup MMS Multimedia Servers

Patched and upgraded Solaris Platform

Shell scripting

Managed over 100 MS NT Cluster nodes

Citrix server management for both NT and Solaris Platform

Senior Customer Support Engineer 2000-2002

Supported high end Ericsson IP Routers

Provided support for Unix Servers running Ericsson OSS System

Worked on GPRS projects

Jumpstarted Unix servers with custom image

Customer Support Specialist for GA, AL, MS 2000-2000

Supported local and global Ericsson users

PC & Laptop repair and maintenance

Remedy Call Center

Internet Security Systems, Dunwoody, GA 1999-2000

Customer Support/Help Desk

Supported local and global users

PC & Laptop repair and maintenance

Created custom images using Norton Ghost for Laptops & Desktops

Provided Support of MS Office

Software testing and implementing fixes

Managed DNS server addresses

Managed internal helpdesk network infrastructure

Developed and maintained Intranet site

Basic Linux installations and configuration

Education

Bachelor of Information Technology

American Intercontinental University, Atlanta, GA

Associate Degree in Furniture Production Management

Catawba Valley Community College, Hickory, NC

Special Training

Ericsson Certified SDM

LCC (Leadership Core Curriculum)

Negotiation & Conflict Management

Finance for Non-Financial Managers

TCP/IP and Routing Class

GPRS Node Configuration

Ericsson OSS System Administration

Juniper Router System Admin Class

Awards

MASTER STRATEGY Award

Multi year recipient of LTV Stock Plan

Cingular KAM Outstanding Performance Award

Multiple AT&T CS Performance Awards

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