Jeffrey Norman

Menlo Park, CA

650-***-**** ac0ri5@r.postjobfree.com

Telecom/Data Center/IT/PM/Network Manager

A Recognized Expert in Provisioning & Implementation, Experienced in

All Aspects of Service Delivery/Telecom Management/Service Management/Data Center Management/DCIM/IOT/Managed Hosting/Cloud/Project Management/Agile/Scrum

Over 25 years of comprehensive experience in all aspects of customer service/install/support/network ops/sales in the Telecommunications/Data Center/IT industry. Managed teams of 10-35 Implementation Project Managers, Install Engineers and DCOPS/Data Center Facility Engineers. Skilled in provisioning and managing internal functions with external organizations to meet and exceed organizational objectives and collaborating in strategic planning and implementation of the Service Delivery/Support/Install/Sales Organization. Managed cross-functional and off-shore teams for unification and collaboration.

CORE COMPETENCIES

Provisioning Implementation Service Delivery Managed Hosting Cloud Hosting SOW Data Center Management BMS/SCADA/Andover Project Management Service Management Workforce Development IT Routing and Switching IOT NOC Strategic Planning & Implementation Business Forecasting Quality Improvement FTTC Performance Management Network Improvement DCIM Netzoom Salesforce Remedy Zendesk Service Now Sales Partnerships

EXPERIENCES AND ACHIEVEMENTS

J NORMAN CONSULTING, San Francisco Bay Area

Owner/Consultant- Telecom/Data Center/IT/Network Mar 2016-Present

Telecom/Data Center/IT/Network consulting/Project Management/Project Coordinator

Sr. Project Manager for CyrusOne Data Centers Interconnections team

Sr. Project Lead for data center migration at Symantec

Tata Communications, San Francisco Bay Area, CA Sep 2013-Mar 2016

Sr. Manager – Provisioning/Implementation/Service Delivery

Lead a team of Project Managers and Install Engineers who provided support and management of the implementation/install function of the company. Streamlined efficient and resilient processes and ensured procedures were in place to support company’s Colocation/Managed Hosting/Cloud business. Lead the team to surpass the on-time delivery goal for 2015. Extensive experience in colocation, managed hosting and cloud offerings.

Global Service/Program Manager

Managed all aspects of customer service for the company’s TCL service management globally, as well as being a customer advocate within the company when needed regarding service delivery and quality assurance issues. Assisted the Team to meet and surpass customers’ expectations, ensuring service management through all stages of the service life cycle as specified by customers. Prepared and delivered Business/Service Reviews periodically. Forged partnerships with Global Service Management, Regional Operations and Sales Management for strategic account planning and implementation, drove process improvement and led post-sale interactions. Data Center Admin, DCIM, Netzoom, Remedy.

VERIZON TERREMARK, San Francisco Bay Area, CA May 2012–Sep 2013

Data Center Facility Manager

Established and oversaw operational practices supporting services to the company’s customers in the 12 MW Data Center. Supervised all facility/DC Ops technicians (23 direct reports) to ensure 100% adherence to regulations and guidelines, applying knowledge of electrical and cooling systems, other building maintenance systems and more. Supervised the Installation Department to ensure all deployments of equipment needed by customers were completed by deadline. Delivered Profit and Loss reports and projects for management. Managed multiple incidents from customers and project teams for customer deployment and internal infrastructure support. Collaborated with all internal and external players to protect all critical infrastructure.

Key Accomplishment: Managed design, testing, and planning for $30M expansion project. Provided onsite management during equipment installation. Worked closely with the commissioning team attending daily/weekly CX meetings ensuring vendor reps and CM/GM attendance and cooperation.

VERIZON, San Francisco Bay Area, CA Jun 2011-May 2012

Service Program Manager

Built strong relationships with key customer accounts and provided service management support throughout the service life cycle. Acted as the customer’s advocate within Verizon. Developed and implemented Improvement Plans for critical service issues. Prepared and delivered Business/Service Reviews periodically. Ensured that all agreements as defined in the Global Service Plan were correctly followed by Service Representatives. Oversaw contract compliance and SLA attainment. Drove for excellence in service to meet or exceed company goals. Data Center Admin, DCIM, Netzoom, Remedy.

MCI/VERIZON, Greater New York City Area, NY Sep 1998–Jun 2011

Telecommunications Specialist

Brought new, complex products to market following design and development phase. Provided mediation, problem solving with new products. Skilled in provisioning, installation and troubleshooting of Gigabit Ethernet and Converged Packet Architecture in the high bandwidth range of circuits at the OC3/OC12/OC48/O192/OC768 levels. Provisioned and troubleshot Nortel, Fujitsu, Tellabs, Cisco, Lucent, fiber optic systems, customer activation and trouble resolution. Skilled in many other details of telecommunications systems as well, including VOIP, Video/Web/Voice Conferencing circuits. Performed PMs on UPS, Gensets, PDUs and Chillers. Team lead.

Key Accomplishment: Team Lead for the FTTC project; provisioned /installed fiber to the cell tower to support Verizon’s LTE offering.

Retail and Distribution Management, Greater New York City Area, NY 1987-1998

During the years between Military Service and MCI/Verizon held various people management roles, managing teams of 10-35 people.

MILITARY SERVICE

U.S. ARMY, Satellite Network Controller/Satellite Communications Technician 1983-1987

EDUCATION & CERTIFICATES

Bachelor of Science, Business Management, Magna cum Laude, DeVry University, Brunswick, NJ

Bachelor of Science, Telecommunications Engineering, BellTown University Wilmington, DE

Associate of Applied Science, Electronic Technologies, SUNY Ulster, Stone Ridge, NY

Military Training: U.S. Army Signal School Satellite Tech, Ft. Gordon, GA

Primary Leadership Development Course (PLDC) Ft. Dix, NJ

Basic Non-commissioned Officer Course (BNOC) Ft. Benning, GA

Certifications

CCNA-Routing-Switching, 2017

Project Management Professional (PMP), 2016

Certified Scrum Master (CSM), 2016

ITIL Foundations v3, 2011

Six Sigma Green Belt, 1996

ACHIEVEMENTS & RECOGNITION

US Army Achievement Medal, 1987

US Army Good Conduct Medal, 1986

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