G. Michael Love, MBA, ITIL® Expert

ac4k87@r.postjobfree.com 813-***-**** https://www.linkedin.com/in/g-michael-mike-love-92694a7

OBJECTIVE

Seeking an employment position as a Technical Customer Support Analyst, (Job # 10386886), at Princeton Information, Ltd. in Tampa, Florida. As a senior level telecom Sales Engineer, (both pre and post sales) and an IT professional with 15+ years of management experience that believes the CUSTOMER always comes first, I am devoted to maintaining customer relationship management excellence while improving sales performance. As a certified ITIL® Expert with 35+ years of experience in a client consulting capacity, over 20 years of which is client service facing experience focused on continuous service improvement for enterprise customer support, I act as the customer advocate and liaison continually working to build customer loyalty while strengthening a strong interface with all aspects of the company that service the contract and the customer, (i.e. Sales, Service Delivery, Service Assurance, Finance, Billing, Legal, IT/IS etc.) providing accurate information support, reporting and analysis to leadership and department associates as requested, maintaining project documentation to track and report department KPI measures and to initiate company-wide improvement of policies, processes and procedures to solve operational issues in internal customer support systems ensuring operational efficiency and unsurpassed customer satisfaction.

SKILLS

Team management experience: 15+ years of technical personnel administrative, development and leadership skills as an IT Manager and a telecom Manager of Sales Engineering and Senior Manager of Sales Operations.

Experienced priority-setting skills with advanced organizing and planning skills, to effectively manage teams and meet departmental strategic and operational objectives.

Excellent inter-personal/customer relationship skills: demonstrates integrity and professionalism.

Strong computer literacy, analytical, problem solving & critical thinking skills.

Excellent social, written, and verbal communication skills: communicates clearly, effectively and professionally with reporting managers, team members, users, and internal/external customers.

Consistent exercise of independent judgment, professional ethics and discretion in matters of confidential information.

Intermediate knowledge using Microsoft Office Applications, (Outlook, Excel, Word, PowerPoint) & Adobe Acrobat.

Knowledge of efficient office management as well as project management skills, principles and techniques.

Communicates updates on project major milestones keeping stakeholders informed of progress and issues with accuracy and attention to detail.

Experienced working cross functionally with other teams in a dynamic environment driving operational excellence.

Willingness to lead and participate on various teams, always championing additional systems integration and driving change as needed through all functional operations teams.

Subject matter expert/ technical trainer: customer training, and training of internal team members. I am willing to continue education & learning.

Entrepreneurial business skills / experience: Started two companies. Self-motivated, well-developed ability to multi-task.

Highly organized and results-driven in the efficiency of all department administrative functions.

Excellent time management, collaboration and partnering skills often executed under significant timeline pressures.

Professional Experience

Successfully performed as a Lead Specialist of a nationwide Verizon Enterprise Solutions, (VES), telecom Client Services Management Technical Support Team responsible for approximately 124 domestic and global enterprise customers, (commercial, state and local government), providing technical post-sales Client Services support.

Identified and verified specific, documentable site band-width network requirements, chronic site and overutilization analysis in Wide Area Network, (WAN) & Internet Analysis Accurate reporting of VES service delivery and support performance resulting in detailed customer network service improvement plan recommendations, and sometimes, cost savings for the customer.

Optimized customer seasonal voice traffic by executing Voice/Long Distance Trunk Group Traffic Review, Monitoring & Analysis.

Validation / updates to the VES SMR/ETMS trouble ticket databases promoting correct, substantiated Monthly/Quarterly Business Operations / Network Performance reviews with the customer including the presentation of reporting ensuring managed services contractual SLAs/SLOs service levels and KPI’s were being met and maintained.

Improved/optimized customer’s Private IP and/or Internet networks via analysis and assessment resulting in recommendations for improved network Host, Point-of-Presence and provider Edge (PE) Diversity, ensuring better reliability.

VES Customer Profile Administration, network inventory validation/cleanup, Root Cause Analysis & Request for Outage Review.

Successfully performed as the VES post-sales Technical Performance Manager, a single point of contact during the contract life of the customer, responsible for technical network performance management for as many as 8 global and domestic, (commercial, state and local government), enterprise network customers.

Responsible for managing the day-to-day delivery of engagement tasks, (e.g. telecom incident management, administration, consulting, enterprise/WAN technical design), and interaction with customers. Able to manage weekly status calls with customer and all follow on action items involving reporting & communication between the customer and Operations teams. Able to identify, investigate and document issue reports and act as a liaison to better communicate these findings to development team, to verify on-going service delivery improvements are being accomplished and to ensure customer relationships are maintained.

Conducted network monitoring and traffic reviews for traffic trend analysis/assessment reporting which identified potential optimization opportunities in customer’s seasonal voice, Private IP and/or Internet network traffic. With this research I was then able to monitor, issue reports and produce process and design documentation / change requests through proprietary Verizon systems resulting in improved network Host, Point-of-Presence & provider Edge (PE) Diversity, ensuring better network reliability for client.

Responsible for on-going maintenance and cleanup to validate customer’s active telecom inventory in Verizon proprietary systems and generating weekly service summary reporting to account team.

Prepared VES technical product descriptions and support organization process, procedural and tiered escalation documentation to customer’s NOC and for VES account team Request for Proposal (RFP), responses.

Managed all customer network incident management and outage escalations for engineering & operations made to VES Network Operations Center (NOC), Management, providing concise status summaries and RFOs, upon request, to customer NOC Mgmt.

Provided 24 X 7 X 365 incident management, technical contact, network escalation, high level troubleshooting and problem resolution support for all installed VES products. Responsible for liaising/communicating with the customer and wider account team and management during high severity network outages.

Cultivated ongoing liaison relationships with Tech Support, PM, account team and customer to ensure consistent messaging with open lines of communication at all times. Responding to customer’s service related queries. Produced ad-hoc network reporting if/when required.

Interfaced with, trained and mentored customer’s NOC personnel, technical operations management and network support organizations for incident management/escalations to better facilitate outage repair.

Provided VES network deployment team project management support to manage the implementation of Enterprise Service contracts for multiple large Enterprise customers. Example: MPLS network implementations of new customer logos, resulting in ~2,500 customer sites installed on-time & under budget, per contract parameters.

Awarded the 2006 MCI Superior Support Team Award as a member of the best global support team at MCI.

Telecom finance and management experience as a Director of Marketing and Product Development at Intermedia Communications with emphasis on sales reporting competency, sales compensation, product transformation & improvement of policies, procedures & workflow.

Increased non-recurring revenue by $750K by back-billing early termination charges, per contract Terms & Conditions, to Advanced Data customers who terminated their contracts early.

Increased Revenue Realization, (sales dollars booked vs. actual dollars installed and billed), from 54% to 83% by teaching and enforcing the correct accounting for displaced revenue, application of order Service fees, order Cancellation fees and contract Early Termination fees.

Saved over $300K in paid sales commissions compared to previous year sales commissions while growing and exceeding revenue quota expectations by 7%.

Established, published, & implemented scalable and repeatable Advanced Data Product policies, procedures & standard verbiage which improved training of the sales process & ensured consistent order entry. Correlated qualitative/quantitative KPIs to CSFs.

Developed new network access method known as Inverse Multiplexed ATM, (IMA), to the Intermedia ATM network.

First and only telecommunications industry provider to develop, market and successfully implement the access solution known as Multi-Link Frame Relay, (MFR), (band-width up to 12MB), to the Intermedia Frame Relay network.

EDUCATION

Information Technology Infrastructure Library, ITIL® Expert

University of North Florida, Jacksonville, FL Masters, Business Administration, (MBA)

Manchester University, North Manchester, IN Bachelor of Science, Business Administration and Economics

EMPLOYMENT HISTORY

Verizon Enterprise Solutions, Inc., (VES), Tampa, FL

Lead Specialist - Client Services Management, 2 years & 3 months

Technical Performance Manager, (for MCI, Worldcom & GTE before all were acquired by Verizon) 12 years

INTERMEDIA Communications, Inc. Tampa, FL Director of Advanced Data Marketing & Product Development, 2 years & 5 months Senior Manager, Sales Operations – Atlanta Sales Region, 8 months Manager, Sales Engineering – Southeast, 1 year & 5 months Senior Sales Engineer: N. Florida Regional Sales Office, 1 year & 7 months MCI TELECOMMUNICATIONS, INC., Jacksonville, FL Senior Technical Consultant: Nat’l Accounts, State Gov’t & University Systems 4 years & 8 months AMERICAN TELEPHONE & TELEGRAPH, Jacksonville, FL Account Executive: After-Market PBX Equipment Sales, 1 year Systems Consultant II, Voice Solutions 5 years VISTAKON, INC., (a Johnson & Johnson subsidiary), Jacksonville, FL 8 months Systems Analyst / Contract Consultant THE CHARTER COMPANY, Jacksonville, FL 4 years & 1 months Manager, Information Systems/Sr. Systems Developer McCLURE OIL PRODUCTS, INC. Marion, IN 5 years Manager, Information Systems / Service Bureau Manager

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