Telecommunications Professional

William A. Howe

***** ********* ***** ♦ Wesley Chapel, FL 33544 ♦ Tel: 813-***-**** ♦ Email: *******@*****.***

PROFESSIONAL SUMMARY

IT/Network Operations Manager with over 17 years of experience in network center operations and customer service for telecommunications leader; recipient of multiple awards for Excellence in Leadership. Broadbased background includes experience in data communications, network support, and Help Desk environment. Strong analytical skills, with testing on multiple network levels. Proficient in Microsoft Word, Excel, PowerPoint, Visio, and Outlook. Highly motivated professional who is client-focused and detail-oriented, and effective at managing mutiple projects simultaneously in achieving specified targets.Very analytical dealing with data as well as constuction of internal as external presentations to reflect results. Additional Strengths Include:

♦ Root Cause Analysis ♦ Team Building ♦ Employee Motivation

♦ Process Improvement ♦ Faultless Installations ♦ Project Management

♦ Technical Training ♦ Cisco Routing ♦ ATM/SONET

SELECTED ACHIEVEMENTS

Collaborated with IT to utilize network bandwidth for official company services rather than lease lines from other companies, following Verizon’s inability to use network to enter long distance market. Realized savings of up to $40M annually upon full implementation, including re-routing all corporate traffic.

Developed and implemented cost-effective in-house training laboratory, saving company estimated $15M first year of operations from outsourcing training. Obtained all corporate funding, equipment, and internal instructors. Established course modules and provided weekly training to all technicians that signed up for any of 40 courses offered.

Implemented P.D.A. rollout to field technicians, reducing incoming calls to center by up to 25% monthly by allowing technicians to perform own troubleshooting and provide outage status directly to customers; also served to decrease overall outage times by 10% respectively.

Implemented trouble reporting system, allowing customers’ ability to report all outages via web-based graphical use interface that directly linked to Verizon’s ticketing and auto-test system; identified if trouble existed in network and dispatched call to appropriate location to restore service. Resulted in decreasing total outage time by approximately 25% year-to-date.

Served as member of select team that instituted National Service Level Agreement (SLA) in lieu of all formal reimbursement plans to customers concerning service outages. These SLA’s bypassed all national and regional FCC Tariffs, saving on monthly billing and expenses by up to $100K. Succeeded as only Service Manager to obtain full compliance by all customers.

Collaborated with IT to develop separate auto-test guidelines for multiple reported outages on identical services that would run more in-depth tests to confirm actual failures. This initiative reduced number of repeat/chronic troubles in network by 30% year-to-date.

Improved customer satisfaction by up to 20% annually as reflected through monthly scorecard; established web-based scorecard/survey as provision to collectively allow customers to communicate feedback on service levels provided, facilitating basis to effect corporate process improvements.

Tracked and analyzed all trouble reports on weekly basis, decreasing total outage times by 10%.

Pro-active in informing customers of all system outages, downtimes, updates, and restoration times by broadcasting notifications which reduced incoming calls by 40% monthly.

CAREER HISTORY

Personal Consulting, Tampa, FL 2008-2009

Network Infrastructure and Design

• Performed network utilization reporting, worked with engineering of multiple companies to

Investigate current usage, build scripts for all cross-connect machines and perform hot-cuts and rolls of facilities to insure all common facilities were being utilized to their fullest potential. Perl programming was used to build TL-1 scripts to insure all facilities were succesfully completed on-time with zero defects.

Peronal Consulting, Tampa, Fl 2009

Network and Computer Operations

• Performed all network integrations for a start-up real estate company. My position entailed installing all necessary hardware and software, upgrades, LAN connectivity, server applications, and training to all employees. I worked with Unix, Windows Server 2003, Linux, and Cisco routers getting this company up an running on an in-house basis. I built shared drives in this position for all employees to utilize. I kept track of all traffic into and out of the network to insure stability 24X7.

VERIZON COMMUNICATIONS, Tampa, FL 1990 – 2008

National Wholesale Service Management/ Process Assurance 2004-2008

• Oversaw installation and repair of all special access services for four Verizon Wholesale customers that included Qwest, TelePacific, Time Warner, and Level 3 Communications; representing estimated total annual sales of up to $120M. Tracked daily/weekly/monthly results to ensure corporate targets were met in both on-time delivery and timely maintenance follow-up, including 24x7 coverage for escalations and assistance in resolution of all maintenance issues/outages. Assisted IT department in planning and implementing VPN Network and served as a tester FOA for shared drives on the VPN Network. Utilized the VPN almost daily from remote locations throughout the country to access company systems for provisioning and maintenance tracking, email access, and shared drive access.

Wholesale Service Manager 2001-2004

• Managed provisioning and maintenance of all special access services for 4 top tier customers, including Qwest Time Warner TelePacific, and Level 3 Communications; representing estimated total annual sales of up to $150M. Provided 24x7support for all service issues regarding maintenance and provisioning of special access services. Indirectly managed up to 35 installation and 30 maintenance technicians; with maintenance technicians maintaining 24x7 rotating schedules. Assisted Sales team on technical aspects and availability of technologies such as SONET, ATM, and VPN options, as well as DS-1 and DS-3.

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Network Operations Manager 1998-2000

• Managed 2 remote centers, located in NJ and Washington DC. Fully accountable for newly built network consisting of 8 Nortel SONET rings and 2 Nortel DMS switches, with oversight of all time reporting, vacation scheduling, overtime, budgeting, 24x7 coverage, and quality of technician’s installation and testing. This network consisted of approximately 200 network elements, with one SONET ring considered one of largest in country. Trained all 24 technicians newly hired upon inception of network.

Network Operations Center/ Field Technician 1990-1998

• Installed and maintained all equipment utilized for remote alarm reporting on all switching and transport equipment in approximately 30 central office locations; this included remote alarm receipt as well as troubleshooting and provisioning.

CONTINUING EDUCATION and TRAINING

B.S. in Business Managerment

University of Phoenix, 2009

AA in Electronics

RETS Electronics School, Nutley NJ

Corporate training courses: People-soft/Lotus Notes, XML, Project Management, Interviewing, Cisco Routing, and React-Testing circuits/facilities; used for testing circuits and systems remotely within center environment.

CERTIFICATIONS

ATM, SONET System Acrhitecture, Alcatel/Lucent DCS, and HP-Unix.

TECHNICAL SKILLS

Microsoft: Windows 95/ 98/ XP, VISTA, Word, Excel, PowerPoint,

Visio, Outlook, and Express

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