Customer Service Manager
Resume:
ES***CE*** ES SVD Ops/Cust Exper Ctr ***Req #: ***04235Hiring Manager: Nancy H Wittstruck
Robert B. Hunt
P.O. Box 206
Eminence, Mo. 65466
Dear Hiring Management,
I was referred to your site to review and apply. After reading the descriptions and the requirements I feel that I am a perfect fit for the positions.
I am a telecommunications management professional with a successful track record that includes the forward thinking and the ability to execute creative plans that address operational challenges that will contribute to bottom-line results. Results driven, communicates openly and effectively, overcomes cross functional boundaries, creatively deals with obstacles, ability to deliver within a deadline-driven environment. Repeated success developing, modifying, and adopting best practices through company merge activity.
Examples of my strengths are continuing to maintain Network Availability while reducing OPEX. In a position as Director, I initiated cost reduction in TAC support, my first actions were to review all contracts, identify the talent within company and grow as needed, take action to change processes from outsource to self-sustainable (Insource).
Results of my efforts: Multiple year savings for this companies; $38,288,878
DMS, DMS-10. GTD5, 5ESS, DCO, EWSD, (TDM Switching) 4 year savings of $34,868,878
Transport reduction Sycamore $320,000 per year to $0 (Self Supported Internal)
Ciena, Nortel Transport Nodes, $387,000 per year reduced to $0. (Self-Supported Internal)
Telmar: Dacs Support, Changed from 180,000 per year to call package $32,000 per year.
In past roles during acquisition activity I was challenged with merging multiple Network Operations Center (NOC) and implementing best practices within a very lean time frame (90 days was the shorts 180 was the longest). I complete 11 different acquisition efforts in my past and have created 3 NOC from start-up. My last Global NOC efforts was moving a NOC from Manila Philippines to Denver Co. within a 6 month time period, I completed the project ahead of schedule and without any impacts to the Service Levels.
I look forward to speaking with you.
Sincerely,
Robert B. Hunt
Robert B. Hunt
P.O. Box 206
Eminence, Mo. 65466
Objective:
To obtain a position where my experience and training will ensure profitability while delivering Superior Service.
Employment:
RingCentral – Sr. Director Global Network Operations Center from Oct. 2013 – June 2014: Performed Senior Director functions to include: Relocating Global Network Operations Center from Manila PH. to Denver Co. while increasing network availability throughout transition. Maintain network availability, by staffing key personnel, mentoring, process development, reporting and performing network analysis. Managed all change control (Scheduled Maintenance) for company to include all cloud based services and traditional telco operations. Managed SLA for interconnecting partners and direct connect customers. Managed and maintained Hosted Solution product line, business customer service support and new product deployment. Managed and supported international VOIP and Hosted Solution for International and domestic network. Direct interface with Wholesale Customers Support, provided weekly, monthly SLA results, Represented RingCentral in weekly and monthly meeting with customer. Managed GNOC Budget for Capital and Operations expenses. Responsible for Network Surveillance, Repair and Emergency Restorations efforts on all RingCentral Network Architecture.
WINDSTREAM - Director Network Operations Center from Dec 2007 – June 2013: Perform Director functions to include; Departmental budget planning, Operational procedures and process improvement, staffing requirements, and Development/Training for employees at all levels. Prepare weekly, monthly, and quarterly operational reports and presented to Executive Staff. Responsible for Repair and Maintenance activities are achieved in timely manner within a network with minimal interruption. Provide support on a Network made up of over 115,000 miles of route fiber, over 11,000 fiber nodes and approximately 13,000 remote/host switches. Reduced R&M cost over 20% in first year and continues to drive cost down year over years, while continuing maintaining a high level of support. Establishes and maintains executive relationships with the vendors that provide support. Created and maintains the Network Disaster Recovery Planning. Interfaces with senior executives from all departments necessary to build teamwork and achieve goals. Proactive team established to prevent service impacts and drive company results, which included equipment exercise projects that are performed routinely on equipment to ensure redundancy, with the results of fewer Customer impacting outages. Responsible for order processing, reporting and commissioning/installation of all equipment. Completed 6 NOC department merges derived from acquisition activities, this included identifying best practices, establishing new processes, relocations efforts, and staffing requirements. Responsible for all FCC report for Company to include outage reporting at all 3 levels of reporting, Adherences/Requirements tasked by FCC to companies that were acquired that did not meet the FCC objectives, ensure all employees were trained on FCC reporting processes.
NuVox/Windstream Sr. Manager Core Translations Network Operations Center 2006 to 2007 Manage Complex Translations, provided training, performance reviews, career development, discipline and retention to the Translations Team. Establish and maintain relationships with vendors who supply Network Equipment, performed Network Analysis weekly and monthly. Maintain proactive maintenance and quality control. Interfacing with Senior Management to build teamwork and set goals. Provide assistance to the NOC Director in strategic planning and budget control.
NuVox/Windstream Sr. Manager Processes & Reporting Network Optimization & Budget Administration 2005 to 2006 Project managed numerous projects that increased productivity within NuVox. Company grounding audit was complete ahead of schedule. Responsible for weekly and monthly project reports provided to Sr. Staff and Board of Directors, assigned to New Product deployment, meeting coordinator for Operations Leadership Excellence Committee and Strategic Projects, responsible for company process audits and improvements projects. Recommendations for improvements provided to ensure company and customer expectation were met.
Gabriel/NuVox/Windstream Sr. Manager Trouble Resolutions Group 1999 to 2005 Create and Deployed Single Source NMC/Installation Department that was made up of Managed 3 managers and 48 technicians. Create process and procedures from Blank Template for installations and Repair. Complete staffing training and development for all employees. Acquisition activity drove and 37% reduction in personnel after merging efforts, maintained a MTTR of 2 hours and as ASA of less than 30 seconds. Responded to all executive escalations and reached resolution above expectations. Liaisons responsible for engaging all departments for processes and shortcomings within procedures, worked with venders to arrive at solutions for company and the customers’ requirements. Created Chronic Customer, Major Accounts, and Proactive programs within the Customer Service Center and implemented policies and procedures to ensure programs were effective.
MCI/WorldCom Manager Assurance and Cut Over 1996 to 1999 Created/Deployed Single Source Business Installation/Repair Regional One Center located in St. Louis. Responsible for installations of SS7 trunks and facility orders, insure that installations were performed properly and followed established processes and procedures. Pioneered the LNP process using a SOA server and NPAC (Lockheed Martin) and helped trouble shoot and develop tools to perform LNP. Assist customers/venders on installations and service inquiries. Ensure that all employees are trained on installations and service inquiries procedures. Building ports and cross connects with in the DXC-3/1 (Titan 5550 and Alcatel 1630), DXC-1/0, Channel Node, and building translations in DMS. Verified all translations and provisioning to ensure accuracy. Set up dispatches to install CPE and test with Field Engineers. Resolve service inquiries within a maximum MTTR of 2 hours.
U.S. Army Non-Commissioned Officer Network Switch Systems Operator and Maintainer 1987 to 1996 Managed and Trained soldiers to install, operate, and perform maintenance on system control centers, node centers switches, extension node switches, associated multiplexing equipment. Initializing and loading data base; assembling and interconnecting equipment components, establishing and maintaining network connectivity and providing customer assistance.
Education: (ARMY)Transmissions System Operator Course, Multichannel Communications Course, Node Center Communications Course, Managers I Course, Managers II Course (NORTEL)Creating DMS Supernode Translations, DMS Supernode Maintenance Course, Create DMS Software (MCI)Local Number Porting, On net Fiber Provisioning, Data Test Engineer Course, Surveillance Engineer Course, Superior Customer Service Course (GREENVILLE TECH)Network+, Situational Leadership, Managing Technical Requirements, Communication & Interpersonal Style (NuVox) DISC Communication for Success Course, NINA (MSAG/E911)
References:
Jack Norris - Former COO NuVox (Windstream)
Steve Paton - Former SVP Network Operations Windstream, Current VP Peer One.
Paul Pitts - Former SVP Network Operation NuVox (Windstream)
Jack Richie – SVP Operations/Sales KCI
Contact this candidate