Customer Service, SaaS, Telephony, IVR, IT Support, Desktop Support

a don j h offman

The Atlanta Area • C ELL 678-***-**** • E -MA I L ****.*.*******@*****.***

PROFESSIO Highly regarded leader with over twenty years of technical and managerial

NAL experience with a proven t rack record in the telecom industry. Consistently

PROFILE over performs in all areas of responsibilities due to a tenacious commitment to

excellence and service in an extremely demanding, fast-paced, and ever

changing environment. Adept at mastering new technologies while

simultaneously identifying and reinforcing high-performing business

p rocesses.

Telecommunication

SKIL LS TECHNOLOG IES

Support Manageme

VoIP, Call Centers,

CTI, Troubleshootin

Prompt Managemen

Circuit Managemen

Translation Manag

DSC 600 Switch, MCI Terminal Operations

CERT I F ICAT I

Maintenance, American Management Assoc

ONS

Certifications for Supervision

EXPERIEN 1994 - 2014

United States Advanced Network

CE

Project Administrator 2005 - 2014

» Implemented an IVR voice message dist ribution system that manages the

organization and deployment of over 200,000 individual IVR messages for

Fortune 500 banking and financial institut ions.

» Established and maintained quality assurance processes that were

responsible for achieving over 99.9% accuracy between customer orders and

t he delivered product

» Nearly eliminated voice quality issues by establishing best practices for

audio normalization techniques and vendor auditing that ensured vendors

met all specifications and service deliverables.

» Provided technical insight and support for t ransitioning static menus into

i nteractive, natural language voice menus which helped customers to

achieve dramatic increases in self-serviced callers, allowing for an overall

T he Atlanta Area • C ELL 678-***-**** • E -MA I L ****.*.*******@*****.***

reduction in staffed technical or financial service representatives.

» Supervised SQL Server management and relational table support for IVR

p rompt

Distr ibution.

Manager – Network Management Center 2003 - 2005

» Managed and coordinated staffing for the Network Operations Center.

» Ensured all customer related t rouble t ickets were effectively resolved and

escalated according to the established service level agreements, requiring

t imely and efficient coordination of ground level support, software and

management teams.

» Implemented internal t raining for NOC staff which decreased MTTR for

network and switch related issues.

» Supervised implementation and verification of customer maintenance.

» Created and published operational and technical documentation to increase

p roduct knowledge and enhance better practices.

M anager - Trouble Management Center 2001 - 2003

» Pioneered the creation, development, and management of USAN’s

T rouble Management Center which streamlined reporting process and

i ncreased customer satisfaction helping to eliminate customer att ri t ion

w hile also experiencing 15-20% growth year over year.

» Created procedures and documents to support new customer

configurations.

» Managed staff scheduling, employee review and internal t raining.

» Exceeded all service level agreements for customer and vendor

escalations.

» Published reports for executive review and decision making on high

v isibili ty issues.

» Assisted Network Operation center with crisis management therefore

adding business value to the service strategy.

Supervisor – Network Management 1998 -2001

Center

» Supervised, supported and coordinated network management team

responsible for integrity of LAN, WAN, and call processing IVR network.

» Ensured voice and data network t rouble resolution and customer updates.

» Assisted on alt-routing customer platforms during schedule maintenance

activities.

» Worked intimately with carrier support personal on different t iered levels

t o increase network stability, performance and value.

Engineer – Network Management 1994 – 1998

Center

» 1st T ier network engineer supporting IVR platform consisting of a

L AN/WAN topology involving telecom switches, Cisco routers, and audio

response units.

» Responsible for t rouble management and resolution.

» Responsible for adhering to strict service policies, procedures and

p rotocols for escalations, customer updates and inquiries.

» Performed customer alt-routes activities.

Verizon / MC I Communications

Terminal Technician 1993 - 1994

» Worked all t rouble t ickets in a t imely fashion and quickly expanded

k nowledge of proprietary systems through continual improvement and

ongoing maintenance and repair of existing systems.

» Responsible for private line and dedicated circuit acceptance.

» Worked directly with Bell South Specialist performing end-to-end testing

and verifying 99.9% error free rate before production tu rn-up.

T he Atlanta Area • C ELL 678-***-**** • E -MA I L ****.*.*******@*****.***

» Performed frame wi ring, “echo canceller” and M3 mux configuration as

well as DACs and ESF cross-connects.

M C I Communications

Call Center Representative 1992 - 1993

» Call Center representative promoted to exclusively work on chronic switch

call processing issues and assist on major accounts when necessary.

» Access to the legacy system database, 3b2 couple with knowledge of 800

and SCP t ranslation enabled initial t roubleshooting to be performed at

call center before referring on to terminal technician. This greatly

reduced customer’s down t ime and increased customer’ service

satisfaction.

» Received letter of recommendation from customer.

Telecom/USA

Switch Surveillance Engineer 1990 – 1992

» Promoted from 800 customer service support group to switch surveillance

center.

» Responsibili ties included monitoring and t roubleshooting alerts for 6 DSC

switches and working with CTAC and carr iers during outage situations.

» Ensured switch logs were reviewed and any faulty device reported for

repair.

» Maintained and supported switch related t rouble tickets.

E DUCATION Computer Ha rdware Technical and Telecommunications Diploma

Total Technical Institute

Associate in Applied Science (Electrical / Electronic Technology)

Delaware Technical & Community College

The Atlanta Area • C ELL 678-***-**** • E -MA I L ****.*.*******@*****.***

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