Manager Customer Service
Resume:
CHRIS E. PETERSEN
***** ******** **., ********, ** 80602
H 303-***-**** ********@*******.***
TELECOMMUNICATIONS PROFESSIONAL
SUMMARY
Highly accomplished, dynamic and conscientious Telecommunications
Professional who facilitates the growth and prosperity of an organization
by continually delivering exceptional results. Excellent communications and
organizational skills. Extensive industry experience with a variety of
emergent technologies, developing knowledge as subject-matter expert within
multiple communications arenas.
A welcome addition to any team, with a demonstrated ability to deliver
highly critical projects with tight schedules and budgets, willing and able
to function in any role necessary to ensure project success and on-time
project delivery. Diverse problem resolution, troubleshooting, and
analytical-assessment skills utilized in providing support of numerous
telecommunications settings.
. Adept at quickly and successfully responding to ever-changing
environments and situations, able to consistently achieve goals within
critical deadlines and able to leverage an eye for detail to ensure
the quality and accuracy of work performed.
. A seasoned technology professional who enjoys the synergies of idea
exchange and collaboration, but has the hands-on experience necessary
to effectively manage high-pressure situations. A creative problem-
solver with a strong interest in new technologies and approaches that
are both customer and end-user focused. Extremely reliable and focused
on maintaining operational readiness of various telecommunications
systems.
CORE COMPETENCIES
Process Improvement . Solution Design . Telecommunications . Direct Line
Management . Switch Equipment
Problem Management . Communications Troubleshooting / Repair . Network
Enhancement
Networking Management . Communications Analysis . Infrastructure
Development
Customer Relations . Digital Cross Connect . Diagnostic Testing
Client Collaboration . Vendor Management
PROFESSIONAL EXPERIENCE
Microdata-911
2012 to 2013
Technical Operations Manager
Department lead for all order-to-installation project-based service
delivery programs. Manage equipment and service delivery of NG-911 PSAP
deployments in support of enhanced 911 services. Supported all facets of
equipment order, staging, configurations, installation, and conversion.
Customer base extended from small county and municipalities to large
nationwide military upgrades.
Developed customer support team structure designed to ensure all customer
projects were completed on time and met all customer expectations. Customer
project teams emphasized a single point technical resource to enhance the
customers' ability to successfully migrate to an NG-911 service platform.
Provided process structure which defined explicit projects requirements
which tracked success through the entire order to install project.
CHRIS E. PETERSEN
PAGE 2
TW Telecommunications
2009 to 2012
Network Operations Center Manager
Manage all customer operations and maintain customer satisfaction for all
repair and restoration of all company-supplied services. Stand-alone
manager for customer and network surveillance supporting swing-shift
operations.
Serve as customer advocate for all business segments and assist in
continued process-and-procedure improvements. Sustain and improve customer-
satisfaction scores while acting as escalation point of contact for
customer and network events. Product-based technical resource for Network
Operations Center.
Level 3 Communications
1999 to 2009
Senior Manager - Network Operations Center (Softswitch Services)
Manage all network operations and personnel for Softswitch Services.
Oversaw build-up and staffing of network Operations Center, deploying a
leading-edge VOIP technology surveillance-monitoring network. Monitored and
maintained SS7 surveillance network, installing Softswitch network in 60
markets worldwide.
Installed dedicated customer services and maintained 2,500,000 PSTN circuit
trunks worldwide. Managed the integration of 6 corporate acquisitions and
integrated offshore support organization, as well as departmental cross-
training program.
MCI Communications
1995 to 1999
Department Manager - FAA Network Management Center
Led 85 engineering professionals and management staff, supporting a network
of 12,000 circuits nationwide, which directly impacted the safety of the
National Air Traffic Systems and the flying public. Ensured departmental
budget requirements were met and monitored training / development
requirements.
Established operational guideline requirements and goals, ensuring
departmental focus on meeting established goals. Monitored customer service
and resolution of critical customer concerns. Led staff members in career-
development planning.
ADDITIONAL EXPERIENCE
MCI Communications
1982 to 1995
Manager - Switch circuit installation and maintenance.
Manager - Central Office operations
CERTIFICATIONS
Certificate in Telecommunications Technology Northwest Kansas Area
Vocational School Goodland, KS
TECHNICAL EXPERTISE
DEX 600 / 600E DMS250 Rockwell 580L SCX Viper Softswitch Lucent
Softswitch Sonus VOIP Softswitch Digital Cross Connect Multiplexing
Customer Support Equipment
Access management and support
Contact this candidate