Service Management
Resume:
JOHN LANZA www.linkedin.com/in/jlanza
cell
acr4kc@r.postjobfree.com
1
EXECUTIVE
SUMMARY
A
leader
offering
proven
success
in
directing
complex
operations
in
the
IT,
network
operations,
sales
support,
vendor management, and customer service segments. Excels in building, developing, and leading highly productive and effective
teams
in
the
US
and
internationally.
Delivers
astute
resource
planning
and
management
as
well
as
process improvements
that
enhance
operational
efficiencies,
quality,
the
customer
experience,
and
profit
margins. Core
Strengths
Staff
Development
–
Strategic
Planning–
Sales
Support
–
Customer
Relations
–
Offshore
Operations
–
P&L/Budgeting Cost
Controls
–
Business
Intelligence
–
Negotiations
–
Contract
Management
–
Quality
Control
–
Facility
Management Project
Management
–
Service
Delivery
–
Vendor
Relations
–
Procurement
–
Process
Improvement
–
Automation Select
Career
Highlights
ê Improved
overall
customer
satisfaction
by
reducing
Call
Center
Abandon,
Speed
to
Answer
and
overall
Mean Time
To
Respond/Resolve
KPI’s
by
more
than
50%
within
90
days. ê Led
various
network
optimization
and
redesign
projects
over
a
24- month
period
that
yielded
a
78%
reduction
in operating
expense;
achieved
a
$1.6M
annual
cost
savings. ê Relocated
a
24/7
Network
Operations
and
Customer
Service
Center
from
India
to
Lithuania,
launched
new customer
ticketing
and
network
monitoring
platforms
while
fully
staffing
a
new
NOC
team
within
60
days. ê Deployed
tools
and
revamped
customer
escalation
processes
to
achieve
an
85%
decrease
in
Mean
Time
to Repair
(MTTR),
lowering
the
average
time
from
16.8
hours
to
2.5
hours. ê Managed
replacement
of
250
aging
field
service
vehicles
and
retrofitted
all
vehicles
with
two- way
GPS
units
to improve
communications
between
dispatchers
and
field
techs;
upgrades
also
lowered
fuel
costs
$500K
per
year. ê Tested,
certified,
and
deployed
the
first
combination
Ericsson
AXE- 10
Class- 3,4,5
switching
platform
supporting MFS’s
entrance
into
the
CLEC
market;
commissioned
switches
in
the
UK
and
throughout
Europe. ê Staffed,
launched,
and
managed
MCI’s
first
24/7
Network
Management
Center
for
high
profile
clients
such
as the
NASDQ,
Blue
Cross
&
Blue
Shield,
FAA,
Pentagon,
and
CIA;
primary
escalation
point
for
high
profile
accounts. Professional
Overview
GLOBAL
TELECOM
&
TECHNOLOGY,
Carrollton,
TX 2014–Present VP
/
SR.
DIRECTOR
NETWORK
OPERATIONS
&
CLIENT
SUPPORT
CENTER ê Accountable
for
24x7
Network
Operations
&
Customer
Service
Centers
in
Carrollton,
TX
&
Lemont
Furnace,
PA. ê Streamlined
and
restructured
Client
Service
Center
(CSC)
and
Network
Operations
Center
(NOC)
processes
and resources
resulting
in
improved
operational
efficiencies
and
team
morale. ê Supported
multiple
VoIP,
Broadband,
and
Fixed
Wireless
Data
services
for
hundreds
of
high
profile
customers including:
educational
institutions,
healthcare
facilities
and
federal
agencies. ê Responsible
for
monitoring,
escalation
and
repair
of
Client
Managed
Services
per
agreed
to
SLA’s. ê Reduced
Call
Center
Abandon,
Speed
to
Answer
and
overall
MTTR
KPI’s
by
more
than
50%
within
90
days
of
hire. JOHN LANZA www.linkedin.com/in/jlanza
940- 613- 4161
cell
acr4kc@r.postjobfree.com 2
OPTIMAL
PATH
(TRANSCOM
ENHANCED
SERVICES),
Fort
Worth,
TX 2010–2014 VICE
PRESIDENT
NETWORK
OPERATIONS
ê Owned
accountability
for
a
24x7
Network
Operations
&
Customer
Service
Center.
Managed
service
delivery, Engineering,
IT,
and
Field
Operation
teams
on
three
continents. ê Relocated
and
consolidated
several
data
and
network
operations
centers
consisting
of
more
than
500
Veraz, Genband,
Foundry,
Cisco,
Dell,
TDM/IP
network,
and
back
office
elements. ê Implemented
and
enforced
change
control
processes
and
served
as
an
escalation
point
for
major
accounts. ê Negotiated
vendor
service
contracts
and
achieved
savings
in
excess
of
$1.6M
per
year. XO
COMMUNICATIONS
(ALLEGIANCE
TELECOM),
Plano,
TX 1997–2010 SENIOR
PROJECT
MANAGER
ê Administered
P&L
and
capital/operating
budget
in
excess
of
$50M
while
overseeing
the
staffing
and management
of
a
team
of
over
200
National
Repair
&
Operation
Center
Tier- 1,
2,
3
agents
and
Engineers. ê Responsible
for
24x7
network
monitoring,
event
isolation,
trouble
resolution
and
field
dispatches. ê Responsible
for
maintaining
and
reporting
Network
Availabiltity
&
Reliability
metrics. ê As
Senior
Director
of
Operations
at
Allegiance
Telecom,
managed
multiple
Network
Operation
Centers. ê Drove
SS7,
E911,
and
LNP
certification
of
initial
Lucent
5ESS
switches
in
New
York,
Georgia,
and
Texas
markets. METROPOLITAN
FIBER
SYSTEMS,
Parsippany,
NJ
&
Dallas,
TX
(WorldCom) 1993–1997 DIRECTOR
OF
NETWORK
SERVICES
&
REVENUE
ASSURANCE ê Staffed
and
led
a
team
of
Senior
Switch
Translations
Specialists
and
Engineers
responsible
for
installation,
test, acceptance,
and
service
delivery
of
15
Ericsson
AXE- 10
switches
and
5
mated
pairs
of
Ericsson
Signal
Transfer
& Service
Control
Points
(STP/SCP’s)
that
supported
the
company’s
entry
into
the
CLEC
market. ê Planned
and
managed
a
billing
reconciliation
effort
that
resulted
in
the
recovery
of
$800K
in
unbilled
monthly recurring
revenues;
recovery
efforts
led
to
the
funding
of
a
full
time
Revenue
Assurance
team. Education
&
Credentials
BAAS,
Applied
Technology
&
Performance
Improvement
(ATPI)
–
UNIVERSITY
OF
NORTH
TEXAS
(PURSUING) Institute
of
Management
&
Labor
Relations
Management
Program
–
RUTGERS
UNIVERSITY NON- COMMISIONED
OFFICER
UNITED
STATES
AIR
FORCE
-
DEFENSE
INFORMATION
SYSTEMS
AGENCY Technical
Skills
ê Network
Elements:
Nortel,
Ericsson,
Lucent,
Sonus,
Veraz,
Genband,
Dell,
Foundry/Brocade,
Cisco,
Juniper ê Network
Administration:
Netcool,
HP
Openview,
OpenNMS,
Splunk,
Cacti,
ZenOSS,
Nagios
XI,
VoIPMON ê Incident
Management
ACD/IVR:
Remedy,
Clarify,
Cerberus,
Jira,
PhaseWare,
InContact ê MS
Office:
Outlook,
Lync,
Word,
Excel,
PowerPoint
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