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Service Manager

Denver, North Carolina, United States
September 10, 2017

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Career Summary

Extensive diversified experience in IT / Telecommunications

Professional Scrum Master I (PSM I); ITIL Foundations V3 Certified

Managed team of Technical Service Managers / Implementation Managers (Mid-Year / Annual Reviews and Annual Merit Increases / Annual bonuses)

Managed Field Engineers and Contractors (Managed multi-million-dollar Annual Contractor Contracts)

Developed and maintained Executive level relationships with Enterprise clients

Able to lead and motivate teams to successful project completion

Very well organized, detail oriented communicator (written and verbal)

Effective management level communicator able to bridge gaps internally and externally to ensure all are working toward the common goal

Understands “big-picture” and able to get the job done under tight schedules and deadlines

Telecommunications / Wideband Communications Certification (United States Air Force)

Working towards a CAPM Certification – targeted 3rd Quarter 2017 (PMI Certified Training complete)


Duke Energy

IT Event Manager (Charlotte, NC)

August 2016 to Current

Determine, assign and support the IT Restoration Manager

Engage the appropriate IT Support groups and additional resources to resolve Service Disruption Event (SDE) and escalate as needed

Ensure content, audience and timing of communications are appropriate

Ensure all communication channels are in sync and utilized as appropriate, and back up process are understood and utilized when primary communication channels are not functioning

Ensure SDE documentation is completed accurately and by the required timelines

Ensure SDE Processes are understood and utilized as required

Support the Problem Management process by creating the problem investigation ticket, assigning ticket to appropriate individual/team, and completing event summary documentation per required timeframe

Support rotational 24 x 7 Event Management on-call responsibilities

Verizon Enterprise Solutions

Enterprise Clients / billed $40 – $50M Annually

Service Lead – Lowe’s (July 2014 – March 2016; Charlotte, NC)

Service Lead – BB&T (April 2013 – June 2014; Piscataway, NJ & Raleigh NC)

Senior Service Program Manager – ADP (October 2010 – March 2013; Parsippany, NJ)

Accountable for all account Governance for each of the above accounts (Contractual, Financial Management, Order Management & Service Assurance)

oPrepared, delivered and conducted both Monthly Service Reviews (MSRs) and Quarterly Business Reviews (QBRs).

oPrepared and reviewed Customer Service Plan (CSP). These CSPs outlined the engagement processes for each of the disciplines I was accountable for. These included: sales contacts, install / order management contacts, billing contacts, and incident management contacts. The CSP was reviewed and amended on a quarterly basis with a pre-determined POC with each client.

Overseen the delivery of detailed monthly network performance reporting

oSLA reporting for implementation / billing / incident management were provided. (SLA’s included install on-time performance for new installs / upgrades / disconnects; responsible parties for delay in install <Verizon, LEC, Customer>; credits due for late install and/or disconnects; Financial review – Monthly / Quarterly / Annual spend; Mean Time to Repair; Chronic Service Issues / Resolutions; Network Availability; Long term outages; etc.)

On-site support for Sales / Service meetings with Client

oAttended Client / Sales meetings to ensure proper expectations were presented in regards to install intervals for new service turn-up, how that service would be billed and how an outage should be reported to Verizon and what the SLA was for the timely repair of that service.

Project Management engagement included:

oMultiple site location installation (Ethernet Service / MPLS Service / VoIP Service / SONET)

oOrder Management / processed orders and ensured proper order flow within internal systems.

oEscalations to management / executive level to ensure service installation would meet or exceed the order interval.

oManaged test and turn up of services – coordinated with the client and internal teams and provided escalation support during activations

oFirst Invoice Review was provided and reviewed once service was installed and activated

oClient POC for break-fix after activation

Provided weekly account “Service Dashboard” to the Client to show overall account activity / program - project health

Conducted weekly program management calls with the extended sales and service team. OAIs maintained for Sales, Order Management, Financial Management, Service Assurance / Network Performance, Engineering & Network Design

Client Point of Contact for all service escalations

Supervision of Technical Program Manager / Financial Service Manager / Order Manager / Lifecycle Program Manager

Service Assurance / Incident Management (24 x 7) Break Fix Support

oProvided support for critical customer network outages

oEscalated to NOC management to ensure outages had the proper focus and priority

oAttended crisis bridges where regular updates were required by the customer

oOwned the communication process during critical outages (to executive levels – both internally and externally)

oCoordinated Tier II / Tier III level support via management escalations

oCorrected LD optioning and routing after hours

oPost Mortem’s /Root Cause Analysis reports for customer critical outages and held meetings to discuss lessons learned

oSINGLE POINT OF CONTACT for all service related issues and escalations

Verizon Business

Manager – Technical Service / Implementation Management (Parsippany, NJ)

October 2005 through September 2010

Managed up to 12 Technical Service Managers & Implementation Managers

Overseen the delivery of Monthly Service Reviews

Prepared executive level post mortems on critical customer outages

Supported the Global Sales Team in strategic client meetings

Escalation point of contact for installation delays

24 x 7 management support for service outages, complex service delivery, emergency MACDs, etc.

MCI / WorldCom

Technical Performance Consultant (New York, NY)

November 2000 through September 2005

Assigned as the TPC / TSM for the Reuters / Radianz / BT Radianz account team

Provided monthly network performance reviews (MTTR; Network availability; chronic circuit review)

Critical Outage post mortems (prepared and conducted review meetings)

Pre-sales support in OC48 circuit design (to include diversity)

Provided circuit level network diagrams (utilizing Microsoft Visio Professional)

Point of contact for break/fix support (24 x 7)

Winstar Communications

Regional Maintenance Manager (New York, NY)

March 1997 through November 2000

Responsible for all Winstar Hub and “B” site locations in the NY / NJ / CT tristate area

Inspected and was responsible for acceptance of the Hub and “B” sites

Managed customer installations and maintenance

Overseen field technicians and multiple contractors

Nominated and awarded the “Hero of Customer Satisfaction Award” for developing and implementing a plan to avoid “crane fade.” (This was signal degradation caused by construction that blocked the microwave transmission path for the Winstar 40GHz “wireless fiber” links)

EMI / Intermedia Communications

Field Technician (New York, NY)

March 1990 through March 1997

Field technician responsible for multiple microwave radio sites in the NY / NJ / CT tristate area

On-call 24 x 7 for break / fix repair of all equipment for assigned site locations (transceiver repair, DC power plant repair, AC power plant repair, Environmental repair (AC / Heat), and security alarm repair

Performed scheduled monthly, bi-annual and annual preventive maintenance

Worked on analog / digital transceivers, multiplexers, video equipment (utilizing an assortment of test equipment)

United States Air Force

Wideband Communications Equipment Technician (West Germany; Oklahoma City, OK)

E4/Sergeant at time of separation

April 1985 through February 1990

Wideband equipment technician qualified in both the AN-TRC97A and the AN-TRC170

Performed preventive maintenance inspections

Repaired equipment to the component level on circuit board

Extra duties included: PMEL (test equipment calibration), input of work orders into computer system, gate guard on remote radar site, etc.

Education / Professional Development

Professional Scrum Master I (PSM I) – June 2017

Member of the Project Management Institute (PMI – Metrolina Chapter)

CAPM Preparation Training (PMI Contact hours earned: 35)

Certificate – PMtraining (January 16, 2017)

ITIL Foundations V3 Certification – March 2011

Orange County Community College (SUNY – Middletown NY)

Credit hours towards AS (Engineering Science)

Community College of the Air Force

Technical Diploma – Wideband Communications Equipment Specialist (937.5 hrs)

Technical Diploma – Introduction to Advanced Digital Techniques (42 hrs)

Technical Diploma – Solid State and Integrated Devices (126 hrs)


References are available upon request

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