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Customer Service Proj Management Operations Service Delivery Telecom

Location:
Ashburn, Virginia, United States
Posted:
October 07, 2016

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David J. Blake

acwyhc@r.postjobfree.com

***** ******** **.

Ashburn, VA 20147

Phone 571-***-****

Summary

A globally experienced and accomplished executive with proven experience in leading successful teams and organizations. Specialized expertise in Telecommunications, Network/Internet Service Providers, and Technology Management. Adept at directing Service Delivery/Management, Project Management, Implementation, Business Operations, Budget Development, Vendor Management, and Process Creation and Re-engineering functions. A strong record of success in building and leading high motivated teams and for forging strong and lasting relationships with customers, peers, partners, and vendors. I have excellent problem solving skills and a solid track record in maximizing operational efficiencies, lowering cost, and process refinement through the use of objective operational metrics. Accomplishments

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Directed the daily operations of IP and Optical Transport networks in the United States and Europe. This included overseeing several hundred miles of fiber optic cable in both metro and long haul environments and responsible for new installations, operations, and maintenance of those networks.

Developed and implemented a corporate client relations strategy that decreased the customer integration time and increased customer satisfaction. During the first 3 months, customer retention improved by 50% and continued to grow month after month. Managed customer resolution agents who were the “front line” for any customer issues, which included billing irregularities or questions, connectivity issues, and other satisfaction concerns.

Established, built upon, and maintained relationships with suppliers, service providers, building managers, and customers to grow business and provide timely services on a global basis.

Experience in managing intermediate size (30+ employees, 10,000+ customer base) operations and customer service departments which handled 300+ incoming calls per day on issues such as order processing, provisioning and delivery of the customer services, managing Service Level Agreements, billing accuracy, and all other customer satisfaction issues.

Part of company wide committee that developed and managed internal process and procedures regarding service installations, activations, and change management. Worked with these teams to ensure that all processes were routinely reviewed in order to maintain the most efficient means possible.

Instrumental in the development and use of operation metrics which were used to measure all aspects of service delivery and service management.

Proven track record in Project Management. Projects included national and international IP and Telecommunication network builds and upgrades, customer system integrations, and process creation and realignment endeavors.

David J Blake 571-***-**** Pg 2

Professional Experience

Voyport, LLC Oct 2013 to Present

Director of Operations

Responsible for the day to day operations of Voyport, LLC, a startup Virtual Mobile Network Operator. Duties include managing all outsourced vendors (located worldwide and include mobile app development/builds and network operations), ensuring that all network and backend systems are fully available, working with vendors and customers to resolve any billing disputes/issues, and building and managing the Voyport team.

David Blake Consulting September 2012 to Oct 2013

Principal

Work with enterprise type customers to review, recommend, and implement network infrastructure projects. This would include network design, data center selection, bandwidth requirements, vendor selection/management, project implementation, and consolidation. Work closely with client and vendors to provide effective project management for a seamless transition to new network elements. iCore Networks May 2011 to Aug 2012

Director of Service Delivery/Operations

Responsible for all aspects of Service Delivery to include Inventory, Provisioning, Project Management and Field Services. Primary responsibilities are to ensure the timely and quality delivery of unified communication services (voice/data) across various platforms (Cisco, Polycom). Manage a group of 7 Project Managers, 5 Provisioners, and 6 Field Technicians.

Managed all outsourced vendors to include field services and equipment providers. Re- negotiated all contracts that will result in a 25-30% cost savings. Expereo, USA Inc. Nov 2010 to May 2011

Operations Manager

Responsible for operations oversight for the Americas. Manage and build the Expereo USA Operations (Project Management/Provisioning/Sales Support/Provider Desk/NOC/Customer Support) group as revenue and workload grows.

Trans World Internet Exchange August 2007 to July 2010 Director of Operations

Provide all operational oversight, sales management, business development, and vendor relations. Have grown revenues from $150k annually to $1.5M annually since Aug 2007. Established, built upon, and maintained relationships with suppliers, service providers, building managers, and customers to grow business and provide services on a global scale. David Blake Consulting September 2006 to Aug 2007

Principal

Corporate Finance Inc – Executive in Residence – Worked with pre-revenue companies to provide leadership for business operations, product rollout, support setup and processes, operational measurements, budgets, and operational goals.

Data Guardian – Worked with this pre-revenue software security company on a technology transfer with a major Federal Research and Development firm.

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David J Blake 571-***-**** Pg 3

Level 3 Communications, Inc. December 1999 to April 2006 Sr. Director of Operations – Baltimore - Washington DC Division

Directed the daily operations of the IP and Optical transport network in Maryland, Northern Virginia, and Washington DC. This consisted of 42 locations, 14 personnel, and several hundred miles of local and long haul fiber. These sites were responsible for ~$3.5M in annual revenue. Created and managed $2.5M annual budget.

Accountable for the on-time delivery of customer and network installations, the operations and maintenance of the network, and all customer escalations. Managed local contractor relationships.

UUComm, Inc February 1999 to December 1999

Principal Engineer

Responsible for the direction of assigned projects and business development. This included the initial technology assessments of the client’s requirements and the planning, pricing, and implementation of services. Managed all vendor, service provider, and contractor relationships for the company.

Projects included the building of a data center at the UUComm Reston, VA location ($500k), the design, build, and turn up of a small ISP network for a NJ CLEC ($300k), and performing “due diligence for clients looking to procure services or to invest in other companies (reviewed company business plans, assets, personnel, and technologies). WorldCom, Inc. June 1997 to February 1999

Senior Manager of International Implementation

Responsible for the planning, pricing, and delivery of customer networks and services outside of the United States.

Managed the deployment of Dial Up networks to Australia and Hong Kong for a major on-line provider (AOL).

Senior Manager of Client Relations

Developed and implemented a corporate client relations strategy that decreased the customer integration time and increased customer satisfaction. During the first 3 months, customer retention improved by 50% and continued to grow month after month. Managed customer resolution agents who were the “front line” for any customer issues, which included billing irregularities or questions, connectivity issues, and other satisfaction concerns. PSINet, Inc. August 1992 to May 1997

Assistant Director of Customer Provisioning

Responsible for managing intermediate size (30+ employees, 10,000+ customer base) operations and customer service departments which handled 300+ incoming calls per day on issues such as order processing, provisioning and delivery of the customer services, managing Service Level Agreements, billing accuracy, and all other customer satisfaction issues.

Instrumental in reducing the number of days from order to turn up by a factor of 50%.

Proven track record in Project Management. Projects included national and international IP and Telecommunication network builds and upgrades, customer system integrations, and process creation and realignment endeavors.

References are available upon request.



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