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Sales Service

Washington, District of Columbia, United States
January 11, 2017

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William W. Harris

***** ********** ***, ***. * ■ Germantown, MD 20874 ■ 571-***-**** ■

Network Services / Operations Management

Solutions-focused, well-rounded technical service/operations manager with extensive experience balancing business, technology, and customer needs to achieve highest quality results at lowest possible cost. Successful at directing and training highly skilled teams in designing, building, and implementing cost-effective technology solutions and tools per client/business requirements. Excel at integrating, migrating, and consolidating network infrastructures to maximize enterprise/service performance. Solid in ITIL methodologies and ISO 9001:20000 standards. Able to identify and respond to customer needs through open communication, collaborative teamwork, and establish win/win negotiations. Strong track record at leveraging relationships, resources, and emerging technologies to deliver complex IT projects on time and within budget. Accustomed to working in a fast paced environment with ability to adapt very quickly.

Core Leadership Competencies

Integrating Technology & Business Solutions

Resource Identification / Allocation

Technology Needs Assessment / Pricing

Project Costing / Planning / Implementation

Team Recruitment / Development / Deployment

Leveraging Strategic Partnerships

Process & Quality Improvement / Metrics

Vendor / Customer Relations & Negotiations

Business Continuity / Disaster Recovery Planning & Implementation

ITSM/ITIL Processes

Professional Experience

AT&T - UVN – Germantown, MD 2015 – Present

Solutions Architect - Consultant

Responsible for the Pre-Sales Design – new UVN Rings

Attend and support requirement gathering and validation of the UVN Shaping Request with Account Teams and clients

Alternatively, accept Validated UVN Shaping Request from Sales

Launch and track UVN Fiber Request Process, expediting as appropriate.

Review Fiber Quote

Load Fiber Quote into Ciena or Cisco optical design tools and generate design output, as appropriate

Interface with EF&I Vendors to obtain implementation Services costs

Provide outputs and Review with SBM or Technical Architect, as requested

Generate UVN Rough Order of Magnitude (ROM) Deck

Generate contract document

Generate Peer Review Deck and attend review, as appropriate

Generate pre-sales to post-sales hand-off documentation and attend review, as appropriate

New York City Dept. of Education – Brooklyn, NY 2014 – 2015

Solutions Architect - Consultant

As a Solutions Architect for the New York City Department of Education (NYCDOE) Infrastructure Design and Standards team, I am responsible for the efficient design and deployment of technology for the NYCDOE school system. From the design of the core DWDM optical backbone network, the central router/switch infrastructure that supports over 1700 schools troughout the NYCDOE to include the camera/wireless/secure infrastructure throughout.

Conducted an industry study of various AAS platform offerings for the NYCDOE such as IaaS via Amazon Cloud through Amazon Web Services and Voice as a Service (VaaS) through Collab9 utilizing the Cisco platform. Worked with Cisco Meraki Wireless as a Service (WaaS) to replace existing Wireless systems though out the schools systems.

Responsible for design and support of Dense Wavelength Division Multiplexing (DWDM) and Packet Optical Transport Network (POTN) solutions and systems.

Responsible for WAN optical network analysis and identifying architectural gaps.

Responsible for improvement of the WAN network infrastructure systems and processes, including architecture advancement and service level improvement.

Disys Solutions – Chantilly, VA

2013 – 2014

Director of IT

As Director of IT for a Premier Cisco GOLD Partner in the SLED business area, I have responsibility for the company’s virtual and network technology infrastructure in-house and the technical resources to support the company’s business in providing Cisco’s Routing & Switching, Wireless, Security and Unified Communications services to include Collaboration Applications, Customer Collaboration and Telepresence. Manage the Prefessional Services function with resources. Work with Sales to develop sourcing solutions in performing pricing and solutions analysis for opportunity evaluations. Performed all hiring and budgetary responsibilities for the department. Managed environment in support of defined CDRL’s and SLA’s. Responsible for all vendor contractual agreements also managed employee and consulting resources.

Conducted study for CRM offerings and brought in CRM (SaaS) to replace an aging CRM system inhouse.

As a Cisco Good partner, my team design and deployed various Meraki (WaaS) throughout our University, K-12 education and local government clients.

Establish vendor and customer governance framework to include SLA’s, escalation policy and procedure, network security assessment controls and guidelines.

Conducted the evaluation of vendor capabilities, nationally and internationally, and establishment of new vendor sources per business requirements.

Working with our internal teams, headed up the effort to prepare and pass our Gold and Master’s Security and Unified Communications certifications by Cisco. Similar to ISO:9000/20000 certs.

Meet and exceed budgeted expense targets through effective strategy implementation and monitor & control PMP processes.

Layed out a well defined pricing structure for services increasing company’s profet margin by 5 to 7 percent. This system allowed for better tracking and efficient deployment of company resources.

Developed a training program to keep the technical teams on target with business objectives.

Supported the growth of the overall business of more that 10 percent.


2012 – 2013

Network Infrastructure Operations Manager - Consultant

Oversaw Network Infrastructure Operations management and maintenance of the day-to-day Data, Voice and Video network infrastructure for Pension Benefit Gurantee Corporation. Managed environment in support of defined CDRL’s and SLA’s. Utilizing HP Openview, Network Node Manager, Business Service Management, Scrutinizer WanFlow, Symantec NetBackup and other tools. Cisco Nexus 7000, 6500, 3800 MPLS routers, 3700 switches and ASA5500 firewalls. Managed a team of 20 service technicians and consultants. My team was organized into four functional areas to include Network Engineering Support, Network Deployment, 24x7 Network Operations Center and Telecom Support.

Established a network engineering deployment process with network documentation process and procedures.

Coordinated effort between IT groups in establishing an interworking process to facilitate work between groups.

Working with team, led efforts in developing work instructions for the network organization.

Developed training programs to rapidly get team up to standard in support on operations.

NEC CORPORATION OF AMERICA – Herndon, VA 2008 – 2012

Senior Manager, Network Services

Oversaw a network services department deploying network routers and switches. Also provided support for 15454 MSTP ROADM optical switches providing Data, Voice/VOIP and Video utilizing MPLS protocol. Accountability for P&L and developing a profitable pricing structure. Also, responsible for the overall Program Management of the AT&T UVN business account for ROI and NPV calculation. Working knowledge of TP76300. Worked on team to migrate existing environment to SAP - ERP software to track and facilitate administrative duties throughout the company. Managed and trained team of 40+ Technicians and Consultants. Developed internal plan to stage client network and improve implementation capability when deploying system to field.

Boosted service performance 75%+ as result of designing and rolling out training program to maximize capabilities/ skill levels of Network Technicians.

Reduced turnaround times to price network services 95% after directing development and launch of new services pricing tool across operations.

Lead purchasing/logistics team responsible for developing and implementing more streamlined process to track and handle incoming/outgoing project resources, producing 55% increase in productivity.

NTSG – Lebanon, NJ

2005 – 2008

Director of Network Services

IT services firm providing personnel resources to carriers to build and deploy networks.

Direct all sales and network service operations departments. Accountable for the overall AT&T UVN business program management, resource planning and execution, service business functions, staff training/development, track, manage and escalate any hardware or service issues, and direct business continuity planning also to inclode ROI and NPV calcilations. Define long-term strategies to systems architecture, licensing, operations, and support. Deploying Cisco 12000 GSR, 7600, 3800 routers, 6500 switches and 15454 MSTP ROADM optical switches providing Data, Voice/VOIP and Video utilizing MPLS protocol. Accountability for P&L and developing a profitable pricing structure. Working knowledge of TP76300.

Grew business nearly 70% over 18 months as result of successfully establishing priority vendor status with multimillion-dollar customers.

75% improvement in materials processing capability accomplished by partnering with internal groups to streamline and enhance processes supporting warehouse operations.

AT&T – Bridgewater, NJ

2002 – 2005

Sr. Network Consultant

Hired as Sr. Network Consultant and Solutions Architect for the Ultravailable division as a network SME providing project management, optical engineering, and network management services. Assigned as Optical/Network Engineer responsible for overseeing project requirements and service delivery performance from start to finish, including disaster recovery planning. Insured network designs met 99.999% uptime requirements per AT&T UVN standards.

Boosted optical systems efficiency from 60% to 93%+ by devising and executing network engineering processes and training to improve quality and service delivery performance.

Expanded firm’s network capacity 30% and sales 23% after augmenting initial network design to support additional services requirements.


1998 – 2002

Managing Consultant

Served as Management Consultant working to help Globix Corporation solve their internal network challenges. Acquired, evaluated, and allocated resource requirements in developing corporate operations network group from ground up in support of client’s ISP growth initiatives.

Led $5 million budget initiative to establish entire management and manpower infrastructure and operational policies/procedures within three months – completing project on time and under budget.

60%+ improvement in network performance for client company achieved by working with Cisco to troubleshoot and develop more efficient network design in support of Internet customers.

Served as Management Consultant working to help State Farm Ins. build their Global Network Operations Center.

Managed and coordinated 35-member team made up of consultants and employees to deliver $18 million consulting engagement for State Farm to build and launch state-of-the-art data center.

Worked closely with customer to formulate approximately $3 million in support requirements to ensure ongoing services were delivered with high quality and per their needs.

Network Communications Consultant for MFS/WorldCom – New York, NY 1995 - 1998

Director, Network Communications Consulting

Responsible for pre-sales technical design, pricing, proposal, RFP responses, network upgrades and post-sales network implementation for various customer networks. Designed and implemented many Frame Relay, ATM and SONET based Ethernet networks for various customers.

Designed and oversaw the implementation of a 15 node Managed Ethernet infrastructure for JP Morgan saving on avarage two to three million dollars annually by replacing an existing point - to - point network infrastructure.

Designed and oversaw the implementation of a 10 node Managed Ethernet infrastructure for Goldman Sachs saving on avarage two million dollars annually by replacing an existing point - to - point network infrastructure.

Designed and managed the deployment of DS-1, DS-3 to OC-3 type1, 2 and 3 circuits for various financial customers.

AIG – Livingston, NJ

1992 – 1995

Senior Network Architect

Oversaw network planning efforts and solutions development supporting design and deployment of firm’s domestic and international data/voice backbone network operating in U.S., Europe, and Far East. Wrote business case to justify multimillion-dollar investment in new network equipment resources needed to support customer requirements. Also engaged in business continuity planning and implementation.

70% increase in overall network capacity and performance realized by redesigning and deploying U.S. backbone network to support greater traffic requirements on domestic network.

Spearheaded project to seamlessly integrate IBM mainframe communications technology with Cisco router technology to give users ability to migrate to new router and server-based technologies.

Achieved 100% of design requirements at specified price as result of planning and engineering system technical specifications and leading vendor selection process for complex system upgrade.

Boosted network response time of about 55% while adding to network capacity through planning and design of major backbone network redesign.

Developed and published companywide network infrastructure wiring standard to more effectively connect network devices across 20+ operating groups throughout US.

United States Air Force

1981 – 1986

Telecommunications Systems Control - Shift Supervisor

As network operations shift supervisor responsible for the shift operations for maintenance and troubleshooting of the Southern European US Military communications network out of southern Itality supporting ALL branch of services access to the United States.



MBA In Technology Management – Partial

B.S. in Technology Management

Project Management Training Institute – PMP Bootcamp - 11/2012

Certification – ITIL V3

Technical Expertise

Systems Amazon AWS, MS Azure, VMWare VCloud, Vcenter/VSphere, Oracle/SAP ERP, MS SQL, UNIX/LINIX, NIST, FISMA, FEDRAMP

Software MS Office 365, MS Office (Excel, Access, Word, Powerpoint), MS Visio, MS Project

Networks Cisco 15454 MSPP/MSTP - M2/M6, Nortel/Ciena 4200/5200/6500 Platforms - WAN/LAN/SAN’s & VOIP Cisco Routers/Switches (15000, 12000, 7600, Nexus 7000, 6500, 3900, 2900, ASA 5500, 9000, NEC SV8700/8500/8300, UM8700 Voicemail, CommView Call Accounting

Appliances Bluecoat Proxy Servers, Riverbed WAN Optimizers, Cisco CSS 11501 Content Switches, Vbrick Video Streaming, InfoBLOX

Databases HP Network Node Manager, Openview, Business Service Management, UCMDB, SiteScope, RUM,

BPM; MS SCOM; Symantec NetBackup, Exagrid Disk Backup Appliance, Temp. Guard Liebert

SiteScan, Remedy

Protocols MPLS, OSPF, EIGRP, BGP, HSRP, VRRP, IPVPN, IPSEC, SIP, SSL, Gate-D, Spanning Tree

Quality Sarbanes-Oxley, ISO-9000/20000 process and proceedures compliance, AT&T TP76300 knowledge

Contact this candidate