Manager Customer Service
Resume:
Grady Wayne Denning
Pittsboro, NC. 27312
**********@*****.***
Career Summary:
Thirty-two years of telecommunications experience. This includes five years
as Western Electric Installation technician and twenty-seven years with
Nortel within the Customer Service Organization including several years of
management experience.
Specific areas of Telecommunication experience include:
4 years in Engineering (Equipment Application spec. writing/System
Application Eng.)
2 years Software Marketing S/W Feature Prime
3 years DMS Customer Mgr. S/W Data Dump & Restore
9 years Patch Operations which included (Mgr.3rd shift Patch Applications,
managed N.O.P. roll out, managed Patch Delivery group for download
activities.
2 year Mgr. Desktop Support Customer Operations
2 year Software Process Development
4 years Product Introduction & Validation Prime
1 year Project management
Employment: Nortel - RTP 2008-1981
SDI Prime: Nortel 2008-2007 (Software Delivery Introduction) Prime for New
Products. This position involved developing business cases for SW Delivery
programs, analyzing and recommending process solutions and as well as
selection of volume media production and interacting with internal and
customer design groups to manage selected delivery development projects to
successful implementation.
S/W Introduction & Process Validation Prime: Nortel 2007-2003
Ensured the appropriate SWD process(s) were instituted for new Products as
they were released. If new processes were needed I ensured the requirements
were documented and the appropriate teams engaged. Monitored existing
processes by documenting gaps and efficiencies and modified where needed
using continuous process improvement. I worked to ensure Global process
alignment where applicable. Validated & Developed Quality S/W Upgrades &
Fix Content Delivery Methods
Team Leader Global Process Service group: Nortel 2002-2001
Provided a "Standardized Nortel Software Delivery procedure" for Nortel
newly developed products and Acquisitions. Ensured that a balance of cost
efficient/customer service delivery processes were integrated into the
overall end to end processes associated with order capture, order
engineering, order manufacturing, order distribution and order
installation.
G. Wayne Denning Page Two
Manager of Desktop Support: Nortel 2001-1998
Led the computer solution group within Customer Technologies Desktop
Support organization, Provided Workstation Hardware/Software consultation
and project/program management to CT managers, engineers, and support
staff. Gathered customer requirements for desktop applications and assisted
customer with identifying elements necessary for implementation.
Defined requirements for CT support tool development.
Manager Patch Applications: Nortel 1998-1996
Coordinated the scheduling and patch application sessions for 500+ DMS100
sites, structured escalation processes and procedures for application
issues and recoveries. Negotiated and resolved customer switches security
concerns and maintenance window conflicts. Managed and coordinated staff of
eleven patch applicators. Provided 24 by 7 on call support for Patch
Applications
Manager N.O.P. Deployment: Nortel 1996-1994
Negotiated deployment of high speed links to 1000 DMS100 switches, for
which Nortel provided automated patch delivery and realizing improved
efficiencies within the Patching Operations organizations which included
cost reductions and reduced manpower requirements
Coordinated CFA purchase, ordering, shipment and installation of N.O.P.
related hardware. Created customer installation manuals and awareness
presentations, reducing customer concerns about switch access and security
Coordinated activities and employee development for staff of approximately
five salaried employees. Negotiated Nortel access into customer private
packet networks, where available, eliminating the need for modem to modem
connectivity
Manager-Patch Delivery: Nortel 1993-1991
Managed calculations and delivery of routine patch files to 640 IOC DMS100
Pre in-service and In-service sites Coordinated download and delivery of
emergency patch releases to meet 72 hour corporate delivery commitments
resolved customer issues and complaints regarding Nortel patch related
delivery and application concerns. Managed and coordinated daily activities
and development of six patch technicians and software coordinators
Provided 24 by 7 on call support for Patch Delivery
Manager S/W Dump and Restore: Nortel 1990-1988
Managed the latest in-house s/w upgrade activities for installed base
customer sites. Received magnetic tape images from customer sites and
Incorporated customer site data onto latest DMS s/w load releases, shipped
back to sites to meet site conversion schedules. Managed and directed the
work and technical development activities for 8 to 10 Dump & Restore
engineers. Provided 24 by 7 call support for D&R activities.
G. Wayne Denning Page Three
Manager S/W Scheduling: Nortel 1988-1986
Coordinated and managed the scheduling of the latest s/w release levels
to s/w upgrades for the Nortel installed site base. This included firmware
shipments and installation completion timelines as well as negotiating
customer maintenance window time frames and schedule alignments as well as
managing the development and training for a staff of five.
Sr. Software Feature Prime: Nortel 1986-1985
Reviewed new s/w feature packages, evaluated service opportunities,
Compiled potential verification sites, called customers and provided
feature
highlights and revenue opportunities. Coordinated schedules, feature
application confirmations and assisted in General release of s/w features
packages.
System Application Engineer: Nortel 1985-1984
Visited customer sites, reviewed and documented in a C/I-Customer
Information files with customer representatives, the equipment listings and
s/w packages inclusions that would be required to meet their end-users
communication requirements. This required an in-depth knowledge of Nortel
product provisioning offerings and an understanding of the customer's
network requirements.
Equipment Application Engineer: Nortel 1984-1981
Created customer equipment specifications quoted and purchased via the
C/I document. This included equipment bay layouts on floor plans and
rack mount coordination of individual components, Cabling, wiring
Specifications for back plane wiring and MDF (Main Distribution Frames)
locations.
Previous experience includes:
5 years as a Western Electric (AT&T Technician) Installing 4A Toll and #2
ESS communications equipment in North Carolina.
Education:
BBA from Campbell University 1980
Member Adam Smith club
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