Manager Customer Service
Resume:
PAUL J. LEZON
*********@*****.***
EXPERIENCE
January, 2011 – Dec. 2016 Director – Project Management & Implementation, ITO Operations, Lisle, IL
Mentored team of 90 managers handling 5000+ implementation projects across more than 100 data centers. Coordinated with upstream/downstream partners and internal clients. Provided oversight and direction to installation vendors and internal AT&T Organizations. Served as lead consultant on implementation activities associated with transition to software defined networking and automation. Negotiated unit cost reductions of 11% with vendors in conjunction with migration from UNIX to LINUX.Consistently completed projects 5-10% below budget.
Feb. 2006 – Dec., 2010 Director – IDC Operations, AT&T, Lisle, IL
Managed all aspects of date center operations. Interfaced directly with clients to ensure customer metrics and needs were exceeded. Direct responsibilities included 6-12 data centers and all center personnel including vendors. Was single point of contact for all process automation/improvements and financials. Reduced operating expenses by 18% during tenure. Led ISO 9000 qualification program to successful certification.
Mar. 2005 – Jan. 2006 Group Manager, GNTS – Network Provisioning, AT&T, Warrenville, IL
Established and directed a team responsible for the identification and implementation of automation/enhancements in the current network optimization programs. Utilized a “variable work force” model to conduct provisioning trials to meet short term production requirements in the organization while developing tools to improve overall associate productivity by 36%. Trained as a Six Sigma consultant and applied to accomplish above improvements.
Mar. 2000 – Feb. 2005 District Manager, Customer Service Center, AT&T, Chicago, IL.
Established and managed a new work center consisting of 100-125 technical personnel responsible for migrating/upgrading voice/data services to new technologies. Interfaced directly with national clients as the lead project manager. Developed and implemented processes and automation initiatives to implement new services and increase productivity. Production increases averaged 27% annually since program inception.
Nov. 1997 – Feb.2000 District Manager, Network Operations, AT&T, Chicago, IL.
Established new customer service and asset maximization center consisting of 260 represented employees and support management. Developed and executed a plan for recovering real estate/network assets for utilization to generate revenue. Team recovered approximately $200 Million worth of resources. Established staffing,performed recruiting, developed service delivery processes and strategic interfaces to partner organizations and vendors.
June, 1996 – Oct. 1997 District Project Manager, AT&T, Schaumburg, IL.
Coordinated all project implementation activities associated with the migration of the IBM Global Network to AT&T. Interfaced directly with customer representatives on a daily basis, planned network capacity/production resource requirements, developed service processes, recruited and coached a team of 20 project managers. Serviced as a subject matter expert during contract negotiations. $55M Project completed 18% below budget and on schedule.
June, 1989 – May, 1996 Operations Manager, AT&T, Chicago, IL.
Directed individual operations centers consisting of 50-125 non-exempt and union employees. Provisioned and maintained network voice and data services. Managed production resources to minimize cost, resulting in a 20% decrease in unit costs annually.
July, 1986 – May, 1989 State Manager, Regional Work Center, AT&T, Chicago, IL.
Supervised 10-15 Service Technicians. Directed and coordinated investigations, testing and resolution of customer trouble reports for multiple AT&T voice and data services.
May, 1984 – June, 1986 Project Supervisor, Mechanical/Electrical Construction, AT&T, Chicago, IL.
Coordinated all aspects of new construction and retrofit building projects from inception to completion. Developed and implemented an energy reduction program featuring digital control systems in major AT&T buildings resulting in 24% reduction in usage.
Sept. 1978 – April, 1984 Project Engineer, Construction, Inland Steel Industries, East Chicago, IN.
Supervised construction projects to production/manufacturing systems and buildings, including all mechanical/electrical systems.
EDUCATION
M.B.A. Finance
Illinois Institute of Technology
B.S. Civil Engineering
Illinois Institute of Technology
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