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Manager Customer Service

Location:
East Orange, NJ
Posted:
May 28, 2019

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Resume:

JAMES J. DARBY

*** ******** ***, **** ******, NEW JERSEY 201-***-**** ac9ha5@r.postjobfree.com Page 1 of 3

O B J E C T I V E

To obtain a position where I can apply my years of in-depth experience in diverse fields. Seeking to leverage my ability to work across functions, implement new and efficient operational strategies, provide exemplary service and promote workforce diversity globally. Q U A L I F I C A T I O N S P R O F I LE

Highly analytical, results-driven, and hands-on professional, with a broad-based background in offering expertise in project/operations management and information technology, in a dynamic, fast paced environment. Translate emerging opportunities into viable strategies and solutions. Skilled at implementing advanced technology tools and restructuring processes to increase efficiency, as well as directing staff toward superior performance. Known for excellent leadership capabilities and effective communication. Adept at establishing strategic plan and methodologies to maximize human and financial resources. Elevate organizational performance through skillful restructuring in a dynamic, fast paced environment. Demonstrated dedication to co-workers and encourages a culture that engages, empowers and energizes people.

C O R E C O M P E T E N C I E S

Great Team Player

Negotiating Expertise

Robust Leadership Skills

Training and Development

Customer Service Orientation

Operational Risk Management

Collaborative Relationships

Strong Communication Skills

DWG Autodesk TrueViewer

Lean Six Sigma

Ultipro

Microsoft Office Suite

Visio

Project Management

Excellent Multi-tasker

Problem Solving Skills

Strategic Planning Direction

Creative Problem Solving

Strong Technical Proficiency

Workforce Optimization

IT Solutions

Fleet Management

RFP’s

Headcount modeling

Financial forecasting

Technical Project Management

Data Center Engineering

VSO Builds (Voice Serving Office)

Migration Projects

VOIP Hardware Project

Management-MAC

Robust SLA/KPI Planning

SOX/HIPPA Compliance

VOIP and SDWAN Deployment

Tableau/iGrafx/TIRKS/ICON

Verizon proprietary Systems

P R O F E S S I O N A L E M P L O Y M E N T H I S T O R Y Project Manager/Program Manager/Process Improvement/Process Engineering/Re-engineering: Verizon Innovation Engineering Solutions/ Verizon Core Engineering

April 23, 2018 to Present:

Responsible for Project Management, Migration activity for iEN and 5G Networks, One Fiber Process improvement, Central Office Engineering for Verizon Wireline Business Unit and 360 Immersive Mapping Project Management. Project Management and development of Chatbot’s and RPA Bots (Robotic Process Automation) utilizing Artificial Intelligence (AI) in an Agile Scrum environment. Project Manager within Verizon’s Engineering Solutions, Core Engineering Team and is currently supporting the DNABot Automation and Innovation Program. DNABot (Verizon Digital Network Assistant) is focused on uncovering opportunities for automating repetitive tasks and improving efficiencies, with regards to advances in Artificial Intelligence and Machine Learning that will result in increased productivity (with easy access to Information Search, Self-Service & Troubleshooting), revenue, cost savings and improved Network Reliability(Live network inventory comparisons, and Data Validations). The team develops collaborative partnerships with cross functional teams within Verizon to analyze and build Chatbots that will improve performance of both IEN and Legacy Technologies, with a focus on improved customer experience and streamlining Engineering and provisioning process for Verizon Core Engineering and other departments.

Key Accomplishments:

Working on continuous Project Management/Process Re-Engineering/Process Improvements for the Verizon Wireline Central offices, including space engineering, power consumption/IOF/OSP/Timing/Switching. Process is for reclaiming space for cost savings and space optimization. Focused on emerging products such as 5G deployment and iEN, One Fiber engineering and New Technology deployment.

Engineering Innovation Solutions-Cross Functional, Outside Plant, Switch Engineering, Timing and Global Real Estate.

360 Immersive Mapping Program-Support and Program Management, 360IM is a virtual reality view of Verizon physical locations, Central Offices, Collocation Locations, Data Centers, Wireless Sites, CRANS, Cell Towers, CEV’s.

Central Office Re-stack and Consolidation Project Management, iEN Assessment, AKA: CORC, space reengineering and optimization.

Working with diverse Verizon Cross Functional Teams including, OSP-Out Side Plant, IOF-Interoffice Facilities, Central Office Engineering, Switch, FE&C-Field Engineering and Construction, OSP-Outside Plant Transport, Network Transformation, Timing and GRE- Global Real Estate and Project Management.

ChatBots (DNABOT): Project Management in a cross functional Agile environment, creating a simplified user experience in provisioning, maintenance and data queries. Assisting Engineers in a scalable and modular network system architecture, with a focus emerging JAMES J. DARBY

228 BRIGHTON AVE, EAST ORANGE, NEW JERSEY 201-***-**** ac9ha5@r.postjobfree.com Page 2 of 3

products and a future transformations. Artificial intelligence (AI) to create a great user experience and creating a unified IT and OSS Architecture Globally. BOTSs are based on the following technologies, Node JS/API.AI/Dialogflow/IBM Watson and other open software. Director of Network Operations and Field Operations, GTT Inc April 2004 to November 2017 Responsible for overseeing the quality and growth of the GTT, Global Capacity, MegaPath Inc, Speakeasy, Covad’s DSL and VOIP, Ethernet and IP networks. (Covad, MegaPath and Speakeasy merged to become MegaPath, then was sold to Global Capacity, which in turn was sold to GTT in 2017) Key Accomplishments:

Hired and mentored employees that have moved on to leadership positions within the company.

Managed the installation of the first 30 Central Office POPs in New York City.

Handled continuous Infrastructure Project Management of Moves, add’s and Changes (MAC) for over 600 IP nodes on the Global Capacity/GTT network utilizing Six Sigma principles.

Chosen as Employee of the quarter, when the company had 4000 employees.

Oversaw 1/3 of the total installs for the company during the rapid growth years.

Supervised 26 Central Office Technicians that maintain the network and 55 Field Service Engineers.

Directed the consolidation of space in relay racks, power consumption and HVAC savings, including decommissioning routers/switches and all Central Office equipment involving over 300 nodes.

Involved with multiple projects for adding equipment, removing equipment and rearranging equipment in a Central Office and data center environment to reclaim space as well as cost savings.

Project Managed and supervised the build out of MPLS equipment in New York, Philadelphia and Washington, DC.

Project Managed installs of VOIP equipment at the companies VSO’s (Voice serving Offices) along with project managing the installs of VOIP equipment at end user locations, including Call Centers and retail outlets.

Managed the building of Central Office spaces and coordinated with installation Vendors and Verizon on meeting all deadlines.

Worked with all carriers, IE: AT&T/MCI/Level3/AboveNet/WindStream along with the regional carriers, IE: Verizon/Fairpoint/Frontier/CenturyLink, to order inter-regional and local interoffice transport, both optical and electric.

Oversaw the provisioning and test and turn up of all circuits for additional bandwidth and growth along with cost reduction.

Coordinated the provisioning the ordering, test and turn up of Ethernet/ DS3’s/OC-192’s and DS1’s.

Managed financial budgets for multiple projects and worked closely with finance department to ensure projects were on target.

Worked closely with the Information Technology to ensure successful integration of new soft wear roll outs as part of a SDLC team.

Engaged the Six Sigma and Agile principles as part of team building and project management skill set (PMO/PMP).

Participated in a corporate wide, cross functional team project on PCI compliance and network security, with regards to the multiple healthcare networks for HIPPA compliance.

Served as an active member of the Global Capacity Change management review board (CMRB), that oversees all of the modifications to the Global Capacity network, which consists of approximately 2000 nodes on an IP/ATM network.

Reviewed Methods of Procedure (MOPs) and SOW’s for accuracy to limit downtime and ensured that the Engineers in the field had clear directions on the network modifications.

Assisted in all CALEA activities in the North East Region. (Communications Assistance for Law Enforcement act)

Engaged with human resources for employee issues and performed midyear and end of year employee reviews of performance and kpi’s and metrics with regards to productivity.

Regional Capacity Manager, Northeast Region, San Jose, California, Covad Communications Group, New Jersey January 2001 to April 2004 Responsible for overseeing and managing 600 Nodes on the Covad Communication DSL Network. Key Accomplishments:

Managed the capacity of the DSLAM equipment collocated in the Verizon Central Offices. Project includes Cards, Pairs, Power, Space and Transport.

Coordinated with local Covad operations teams and program managers to insure that Covad has enough capacity to support the growth on the network.

Worked closely with the carriers to guarantee a just in time install of circuits to provide bandwidth relief at the DSLAM level and at the network hub sites.

Worked with order management for the provisioning and install of circuits for bandwidth relief and cost reduction management. Collocation Program Manager, Northeast Region, Covad Communications Group, New Jersey February 2000 to January 2001 Responsible for managing programs and ensuring sales are growing, while installing equipment’s to different central offices. Key Accomplishments:

Served as a project manager and field engineer for the installation of Covad Communications DSL Network equipment in the Northeast, which required interaction with multiple vendors.

Installed ATM equipment, Cisco Routers and DSLAM equipment in Central Office environments.

Performed capacity management functions to guarantee that the Covad ATM network was not having any latency issues. Transmission Manager, Covad Communications Group, New York Tri-State Region of New York, NJ and CT July 1998 to February 2000 Responsible for overseeing the installation of equipment and implementing network backbones that supports company growth. Key Accomplishments:

Oversaw the installation of Nokia (Diamond Lane) DSLAM equipment in 125 and growing Bell Atlantic North and South Central Offices. JAMES J. DARBY

228 BRIGHTON AVE, EAST ORANGE, NEW JERSEY 201-***-**** ac9ha5@r.postjobfree.com Page 3 of 3

Supervised the installation of Nokia DSLAM (Diamond Lane) equipment in SNET Central Offices.

Designed and implementation of the Network Backbone to support Covads growing ATM Network in New York Tri-State Region.

Installed and maintained the Cisco BPX in the Covad “Hub” Sites, turn up and maintenance of all Partner DS3’s and DS1’s, the timely manner, turn up and maintenance of core network DS3’s and DS1’s along with Ocx.

Supported the Field Installation Team for the turn up of client loops. (DSL Lines)

Coordinated closely with Bell Atlantic (Verizon) and Lucent to ensure a smooth installation and turn up of the Covad DSLAM equipment.

Worked with sales on VPN solutions utilizing DSL Service and handled trouble tickets from the Network Operations Center. Telecommunications Specialist, ICON CMT Corp., New Jersey December 1997 to July 1998 Responsible for managing all telecommunications vendor, including: Bell Atlantic, GTE, Sprint, IXC, GST, TCG, MFS/WorldCom, for the acquisition of customer access. This includes DS1’s DS3, OC3C’s, ATM and Frame Relay. Key Accomplishments:

Provisioned all network circuits and customer access to icons internet ATM network backbone.

Acted as a point of contact for sales in developing customer specific applications. Director of Operations, Telecarrier Services Inc., New Jersey July 1996 to November 1997 Responsible for managing the operations under the Customer Service Department, from the point of escalation for dedicated service problems, T-1’s, Frame Relay up to ISDN services.

Key Accomplishments:

Managed all MIS functions, including the conversion of the Network from a Novell 3.12 to a Windows NT 4.0 network.

Created a Customer Service Order entry and reporting system that streamlined the provisioning process.

Ordered the local access and wrote a program to upload orders automatically to service providers.

Managed the Installation of PBX equipment.

Developed the Telecarrier Services Inc. Local NYNEX Resale project and sales marketing program. E D U C A T I O N

Brooklyn College: Brooklyn, New York

Kingsborough College: Brooklyn, New York

Nazareth Regional High School: Brooklyn, New York

R E F E R E N C E S

Available upon request:



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