Customer Service Manager

Edward J. Waterstradt

*** ****** ***** #***, **** Canaveral, Florida 32920 727-***-****(Mobile)

**** *********** **. **, *** Harbor, Washington 98332 ************@***.***

QUALIFICATIONS SUMMARY

Demonstrated experience managing multi-site 24/7 Data Centers, Telecommunication Operations, Training and Quality Teams. Fluent

knowledge of common critical infrastructure components including connectivity, power, cooling, maintenance, security and system

monitoring. Proficient at issue resolution/escalation and vendor management. Detail-oriented, resourceful and customer-focused.

Outstanding presentation, communication and reporting skills. Able to interact effectively with individuals at all levels.

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Leading high-performance work teams Data Analysis and Reporting

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Planning/Coordinating Operational Improvements

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Multi-project Management Vendor Management

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Training Development and Delivery Total Quality Management (TQM) Expert

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Consultative Sales 24/7/365 Availability

PROFESSIONAL EXPERIENCE

Internap Network Services, Seattle, WA.

Regional Director, Data Center Operations - West 2012 – 2014

• Responsible for all Data Center Operations in Western US and Asia

• Maintaining 99.999% Data Center Operations

• Focus on outstanding customer and employee satisfaction

• Accepting additional team leadership in Security and other process development projects

Independent Management and Technical Consultant 2010 – 2012

• Consult with individuals and companies regarding Data Center Operations

• Contribute to the development of company (confidential) Site Operations Installation Standards

• Contribute to the development of company (confidential) Maintenance Process and MOP

• Consult with individuals and companies regarding career development

• Consult with individuals and companies regarding organizational goals and objectives

Switch and Data, Tampa, FL. (Now Equinix) 2000 –

2010

Vice President, Operations East

• Responsible for 24 carrier-neutral, co-location facilities that support internet, data, and telecommunications

customers in the Eastern U.S. and Canada. 130 Site Personnel.

• Consistently met annual revenue support objectives, e.g. $420M in fiscal year 2010

• Streamlined Operations East team efficiency by 20%

• Generated weekly statistical and department performance reports for senior management

• Delivered excellence in customer service through situation analysis and timely resolve of escalating problems

• Led the development of Operations Standards, Maintenance Processes, and MOP SOP’s

• Led the development, installation, and implementation of the company remote security systems

• Launched the development and deployment of company-wide Operations Training Curriculum.

Adelphia Business Solutions, Orlando, FL. 1999 – 2000

Operations Manager

• Executed the “ground-up build plan” for Central Florida to support the company’s entry into the Customer Premise Equipment

(CPE) as a Competitive Local Exchange Carrier (CLEC)

• Converted existing head-end, distribution hubs, and nodes to service the convergence of voice, data, and video services as well

as the building of all new fiber SONET ring network for 5ESS switching

• Provided consultative sales support and customer engineering.

Ed Waterstradt Resume – Page 2

ECI Telecom, Fort Lauderdale, FL. 1998 –

1999

Customer Service Manager North America

• Responsible for managing Customer Service, Field Engineering, Call Center, and Customer Training for the U.S. and Canada

• Managed the organization’s move from Orlando to Fort Lauderdale with zero down-time or customer issues

• Provided specialized test-bed for Israeli Engineers.

AT&T, Michigan, Ohio, New Jersey, Florida 1984 –

1998

District Operations Manager for Mid-West

• Responsible for Operations workforce (CO, OSP, Wireless) in a five state district (MI., OH., IN., KY., TN.)

• Introduced a TQM program across the district leading to increased effectiveness and efficiencies

• District representative for multiple (national) senior level process teams

• Led numerous CO installations and facilities upgrades.

Training Manager

• Led the development and delivery of a state-of-the-art electronic performance support system (EPSS) to enhance call center

agent’s ability to interact with customers

• Responsible for the development and delivery of 142 product training courses

• Managed the expansion of the National Product Training Center to increase student capacity by 50%

Quality Manager

• Provided TQM support for the Network Engineering and Transmission Systems organizations

• Assessed and evaluated internal business units against the Malcolm Baldrige National Quality Award and ISO9000 Standards

• Facilitated the development of a strategic direction and implementation plans for a large network and computing services

organization.

EDUCATION

Detroit College of Business Henry Ford Community College

Dearborn, Michigan Dearborn, Michigan

Business Management Degree – 1976 Liberal Arts Studies

(Veteran’s Program)

SOFTWARE SKILLS

• Internet Explorer/Outlook/WebEx

• MS Office - Microsoft Word, Excel, PowerPoint, and Visio

• Windows 7, XP, 2000

• Proficiency working with internet/intranet based technology.

CERTIFICATIONS/MILITARY

• U.S. Air Force Veteran (Honorable Discharge)

• U.S.A.F. Extension Course Institute – Various Technical Certificates

• TQM Expert Certification (Now Six Sigma Belts)

• ISO9000, SAS70, SOC2 Experience

• Employer Sponsored Training:

50 Professional Development Courses

48 Technical Courses

RELOCATION STATEMENT - Will relocate anywhere in the U.S. or Canada.

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