Service Sales
Resume:
William Frey
Dallas, TX *****
linkedin.com/in/bill-frey-5ba31b120
*********@*****.***
Senior Analyst / ITSM / Monitoring Consultant
A top-performing SME and consultant with a 15+ year career in planning, designing, testing, and implementing large-scale projects within top tier organizations. Focused on the ongoing enhancement and delivery of improved services and technologies. Proven leader and stakeholder management expert whose diverse skill set has led to measurable improvements in sales and revenue outcomes.
Areas of Expertise
Project Management
Strategic Analysis/Planning
Continuous Improvement
IT Service Management
Team Leadership/Coaching
Client Support & Service
Service Delivery Enhancement
IT Service Lifecycle
Gap Analysis & Identification
Complex Support Resolution
Testing & Validation
SLAs/OLAs
Professional Experience
CISCO SYSTEMS (15 Years)
SME (Subject Matter Expert) - CCDP Certification Program (1 Year)
Collaborate with the development team on the utilization of ITIL and Cisco leading practices within the design context. Develop and review exam content to ensure proper groundwork for Cisco’s optimization services.
Recognized with an internal award and bonus for program creation and team contributions.
Consultant - NAIS (Network Availability Improvement Services) Group (5 Years)
Consulted with team on identifying architectural and software inconsistencies in customer networks. Quickly identify and close gaps in the network support staff qualifications. Reviewed current practices and compiled reports outlining recommendations for improvement. Implemented metrics to monitor network performance, including Key Performance Indicators (KPIs) to track effectiveness of specific recommended actions. Developed roadmaps for service improvements to meet Critical Success Favors (CSFs). Validated effectiveness of SLAs/OLAs and recommended changes when appropriate. Interacted directly with customers to create test environments and to train on testing methodologies.
Delivered significant results for improving service levels and boosting growth for customers.
Delivered successful assessments in healthcare, commercial aviation, telecom, ISP, private voice networks
Consulting Network Engineer (4 Years)
Engaged in complex support resolution for customers and internal sales teams. Tested customer systems on site and recommended new technologies/protocols. Implemented enhancements and features for existing technology to bring them to market. (PPPoE, DSLAMs, SSG gateway, VoIP codecs, etc.)
Validated feasibility of DSL in trials at Duke and Purdue Universities in conjunction with GTE Labs.
Delivered the first commercially viable unified messaging service with GTE Labs.
Assisted in the build of a test bed VoIP environment for Sprint.
Network Sales Engineer (5 Years)
Oversaw multiple engagements with GTE (now Verizon), including GTE Wireless, GTE Telephone, GTE Labs, GTE CLEC and GTE Government Systems. Supported a multi-platform, multi-protocol environment with route redistribution between multiple routing protocols.
Realized double digit sales growth year after year for southwest region.
Delivered sales engineering support for projects involving GTE’s intranets, extranets and customers.
Conceptualized, engineered, designed and tested new product / service offerings.
GTE DIRECTORIES CORPORATION (3 Years)
Senior Advisory Systems Engineer
Managed a project designed to address network issues as identified by reports and an outside consulting firm review. Prepared RFP requirements and evaluation of responses in conjunction with purchasing department.
Successfully implemented a multi-protocol routed environment over frame-relay
Successfully managed vendor relationship through exhaustive RFP process.
Improved service levels and network availability to meet IT and other departmental improvement goals
Recognized for delivering the project within budget and on time.
Reduced overall IT capital and operating expenditures year over year.
oProject was one of the most successful in company history.
Won the Malcolm Baldridge Award for to service improvements realized.
Project acknowledged as one of the best organized and executed and a blueprint for future Sprint projects.
Previous Roles with MicroSolutions/CompuServe/CompuCom.
Education & Training
Bachelor of Business Administration
UNIVERSITY OF TEXAS AT ARLINGTON Arlington, TX
Cum Laude, Beta Gamma Sigma
ITIL Foundation Certificate, EXIN
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