Customer Service Engineer

JOHN W. EDWARDS

** ************ **** **********, ** 22980 540-***-**** ****.*.*******@******.***

SENIOR IT & TELECOMMUNICATIONS EXECUTIVE

25+ years of Telecommunications and IT Experience and a Track Record of Success fully Delivering Business Solutions

Career Profile

Results-driven leader in the design and delivery of cost-effective, high-performance technology solutions in support of various business needs with budget

responsibilities up to $40 million annually. Skilled in all phases of project life cycle, from initial feasibility analys is and conceptual design through

implementation, operations and ongoing enhancements. Effective at building diverse team-centered operating units, with excellent business process and

strategy development skills. Customer-focused with the ability to initiate profitable alliances with global vendors and suppliers. Key qualifications include:

Delivering Customer Service and Bottom Line Results

Creating, Developing and Managing strong diverse teams

Exceptional Ability to Support Complex Projects with Challenging Deadlines

Diverse Leadership in Engineering, Operations, IT and Billing.

Team Skills Gap Analysis & Performance Optimization

Positive “can-do” attitude

IT and Telecommunications Infrastructure Design, Implementation and Operations (incl. Routing)

Emerging Technologies & Enterprise Architectures

Technology Architecture & Integration

Strategic & Operational Technology Planning

Technology and Business Linkage Planning

Capital Planning & Investment Control

Professional Experience

Lumos Networks, Waynesboro, VA

IT Director (2/1/2012 – 12/31/2012)

Created and led the IT team for Lumos during the split from NTELOS. Filled existing leadership void, created and managed team through the

setup of the Lumos infrastructure and subsequent transfer of Lumos applications from NTELOS on time and with no customer affecting issues.

Included Standards and Compliance based on ITIL, Sarbanes-Oxley, PCI, etc.

Continued to provide needed internal projects during the transition via the development teams.

Successfully upgraded IBM’s SCCD platform, adding Service Provider functionality and the Service Desk functionality for IT.

Expanded the use of Salesforce.com at Lumos.

Worked with functional teams to select and purchase solution for workflow.

Led the Documentation of existing workflows.

Implemented short term stop-gap solution for tracking Capital spending and forecasting so new leadership could get a handle on CapEx spending.

Began investigations into additions/replacements of key IT systems. From certain specific systems replacements with interfaces to complete stack

replacement (ie. full Oracle Stack)

NTELOS/Lumos Networks, Waynesboro, VA

Director Wireline Administration (9/6/2005 – 1/31/2012)

Led all IT projects for the functional areas of the wireline business, including setting priorities, timeframe expectations and result reporting.

Worked closely with all levels of IT.

On Lead Team that successfully rolled out NTELOS Video based on Microsoft Media and FTTH backbone.

Led the Retail/Wholesale Billing Team that managed $12M/month revenue (including industry leading bad debt expense and business collections).

Led the CABS Billing Team that managed $3M/month revenue (including industry leading bad debt expense and collections).

Led the system integration teams through the successful conversions of multiple Fibernet billing systems, including the CABS billing integration from Fibernet / OneCommunications with shorter than expected migration services time and lower costs.

NTELOS Inc, Waynesboro, VA

Director Wireline Network Operations (6/1/2002 - 9/5/2005)

Led the landline Operations teams including the NOC, switch and transport operations.

The NOC monitored and performed all functions for the wireline operations and initial operations for the wireless network.

Top rated customer service levels with minimal staff.

Consistent top rated performer of Virginia telecom companies.

Two RLECs in Virginia and four CLECs across Virginia and West Virginia with edge outs into Border States.

Led operations for SS7 consortium of 13 Virginia companies. SS7 network served as regional access for Illuminet/Verisign’s national SS7 network.

Large regional fiber network.

Led transition of Engineering and Operations for rollout of VoIP and MetroE services (Cisco-based network).

Leadership role in transforming company to support fiber access vs. copper access – GPON FTTH, IPTV, IP Centrex, IADs, etc.

Director Network Engineering (3/1/2001 – 5/31/2002)

Led the Network Engineering teams for both wireline and wireless businesses including Network Provisioning, Software Engineering, Switch Engineering

and Transport Engineering.

Led the successful technical integration of the wireless Virginia PrimeCo properties and the merging of R&B and NTELOS wireline networks. Including

implementing a new HLR and moving all SS7 signaling/routing onto our SS7 network.

Director Network Software (11/1/1999 – 2/28/2001)

Led the Software team for both wireline and wireless companies including all Routing/Rating translations, switch release upgrades, STP routing &

maintenance, etc.

CFW, Waynesboro, VA

Ops Manager – Translations (10/16/1999 – 10/31/1999)

Led the Translations teams for both wireline and wireless including all routing and rating for the switches and STPs.

Translations Administrator (5/8/1996 – 10/15/1999)

Performed the translations for wireline switches and STPs including all routing and rating.

Led the successful replacement of STPs from DSC to Tekelec. Coordinated with Illuminet/Verisign.

Investigated technical needs and implemented initial network translations for CLEC services.

Worked with Ops Manager to implement the NOC. Included space, monitoring solution, implementation, defined processes, etc.

GTE, Fort Wayne, IN (5 years)

Senior Traffic Engineer

Traffic Engineer for various switches in multiple states. One of two national engineers for SS7 links.

Contel, Hershey, PA (4 years)

Engineer – Inside Plant

Telecom Engineer for switch, transport, frame, cable protection, etc.

Education

Ball State University, Muncie, IN – Masters of Science in Information and Communication Sciences

Rose-Hulman Institute of Technology, Terre Haute, IN – Bachelors of Science in Computer Science

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