Manager Technical Support

Resume of Charles R. Frame Mobile 978-***-****

************@*******.***

Summary

Network Operations Manager with diversified experience and demonstrated expertise building and maintaining Network Operation Centers, Managing tiered operations, providing technical support, and developing innovative solutions to complex problems. Proven project management experience; combining expertise in strategic planning, quality control, and organizational leadership with strong qualifications in standardized process design and development. Strong background building solid working relationships with technical teams and senior management; establish positive relationships improving teamwork and cohesiveness across diverse Operations teams, Provisioning and Sales.

Technical and Management Strengths:

• Project Management

• Technical infrastructure

Team Training & Development

• Network Operations & Reliability

• Fault Management Initiatives

Troubleshooting & Problem Resolution

• Process Improvements

• Relationship Management

Team Building & Leadership

Professional Relevant Experience

Built solid career and outstanding reputation for providing sound leadership and innovative solutions while advancing through positions of increased responsibility.

To contribute to a fast growing organization in a managerial role by developing and leading high caliber technology teams providing Network Engineering, Operational Improvement, Customer Support and Sales Support. To implement Information Technology solutions focused on optimizing performance, scalability and customer satisfaction while increasing profitability.

Specialties: Hardware:

• sunfire 20z; sunblade server, sun netra

• HP UX server

• Nortel CSG/CVX1800, Lucent ICD Softswitch

• Routers: Cisco

• Big IP – F5 global load balance

• Netscaler, Adtran TA 9XX and NV Series, Cisco IAD, Cisco AS54xx, SanSay, Cedar Point.

Software:

• Linux,Unix, Microsoft, SQL, Oracle, HP-UX; Solaris x, PC-Software, Citrix, Net-view, Netmaster,

• LAN MONITORS: Netview 6000, Lan Manager, Lan Network Manager. Hewlett Packard, OpenView, Adlex, NetCool, Orion (Solarwinds)

EXPERIENCE

State Street Financial, Boston, MA

AVP Network Operations Manager (10/15 – Present)

Managing full accountability for 24x7 operational management of VOIP Data Services and Data Core Networks; Oversaw MMS, SMS, external/internal partners, TCP/IP, LAN/WAN, MPLS Networks, Cisco/Juniper routers/switches, firewalls, and DNS, ensuring optimal functionality and security. Developed and documented processes to ensure continuous and uninterrupted service

Exceed ninety five percent threshold with consistency in meeting customer specific Service Level Agreements

Managed Network Operations, Professional Services and Information Technologies functions VOIP products, Security, MPLS, BGP, OSPF and staff

Hired and developed staff utilizing on-boarding off-boarding principals to ensure proper staff development

Clearly defined Tiered management principles for Tier1 and Tier2 advancement.

Obtained and deployed monitoring principles and toolset utilizing Netcool.

Completed and instituted interactive knowledge based internal website increasing staff efficiency

Obtained and measured staff consistency via ISM ticketing system

Oversee weekly/daily staff meeting and reviewed goals accomplished, action plans and problem resolution

Oversee implementation with correct configuration including firewall policies

Coordinated deployment of proprietary software within specified departmental maintenance window

Restructured vendor relationships into partnerships and instituted processes for consistency

Key directive provisioning installation customer provided router infrastructure

Ensured security best practices regarding client firewall configuration

Oversee monitoring of the data/voice communications network and online systems for potential problems

Prevented technical operational issues effecting revenue by acting as Managerial escalation contact point

Mirror Image Internet Tewksbury, MA

Technical Support Engineering Contractor (09/14 – 04/15)

Responsible for ITIL processes and process improvement, created knowledge base.

Responsible for administering Apache, Tomcat, and IIS web servers running Sun solaris/Windows framework

Key directive provisioning installation customer specific configurations, coupled with process documentation for Support Team of engineers.

Demonstrated strong written and verbal communication skills, comfort with presenting to senior executives and C-level staff

Responsible for troubleshooting issues with HTTP and XML.

Documented all network-related troubles via Zoho Ticketing system

Willingness to work off-hours as needed to respond to technical incidents

Teksystems (Comcast) Chelmsford, MA

Senior Engineering contractor VOD product deployment (03/14 – 09/14)

Server Administration for configuration changes, Vaults, Streamers, Caching Gateways, Groomers (BMR, DCM’s) VOD Management.

OnDemand Senior Engineer/VOD Engineer experienced with administering multiple platforms networks with demonstrated creativity and success.

VOD (Video on Demand) DNCS, VOD Pumps, Network Management, Harmonic, coordination with Head End engineering.

Network Operations, Sr. Tier 2/3 Networking/ Application Support, MOTO and SA Set Top Box Testing/Troubleshooting

Responsible for(Cisco, Harmonic and Motorola) System Administration/Network Architecture, Application Support, Client/End user support internally and externally,

Implementation Cisco 40g RFG, Harmonic 9000, NSGPro integration, security, and administration.

Utilization of Spectrum monitoring-system

Responsible for matrix reporting, Define and manage deployment project phases from ongoing status of project lifecycle for NorthEast region

TNCI Operating Co, LLC (formerly Transnational) Boston, MA

Director of Network Engineering / Network Operations (08/09 – 02/14)

Managing full accountability for 24x7 operational management of VOIP Data Services and Data Core Networks; Oversaw MMS, SMS, external partners, TCP/IP, LAN/WAN, MPLS Networks, Cisco/Juniper routers/switches, firewalls, and DNS, ensuring optimal functionality and security. Developed and documented processes to ensure continuous and uninterrupted service

Exceed ninety five percent threshold with consistency in meeting customer specific Service Level Agreements

Built, matured and managed Network Operations, Professional Services and Information Technologies functions during aggressive growth in VOIP products, markets, revenues and staff

Hired and developed staff utilizing on-boarding off-boarding principals to ensure proper staff development

Clearly defined Tiered management principles for Tier1 and Tier2 advancement.

Obtained and deployed monitoring principles and toolset utilizing Solarwinds.

Completed and instituted interactive knowledge based internal website increasing staff efficiency

Improved leadership/champion process – Customer relationships interaction with Sales

Obtained and measured staff consistency via CRM ticketing system

Oversee weekly/daily staff meeting and reviewed goals accomplished, action plans and problem resolution

Oversee customer implementation with correct configuration including firewall policies

Coordinated deployment of proprietary software within specified departmental maintenance window

Restructured vendor relationships into partnerships and instituted processes for consistency

Contributed to Company’s Operational Strategic Plan – involvement sale – post sale customer engagement.

Key directive provisioning installation customer provided router infrastructure

Ensured security best practices regarding client firewall configuration

Oversee monitoring of the data/voice communications network and online systems for potential problems

Prevented technical operational issues effecting revenue by acting as Managerial escalation contact point

Mirror Image Internet - Tewksbury, MA

Manager Network Operations (02/03 – 08/09)

Served as Senior NOC Advocate; collaborated with Regional Operations Managers and Directors to devise Fault Management initiatives. Developed strategic business plans in alignment with Network Support objectives within the NOC. Provided expertise and insight regarding the NOC initiative for required tools,processes and reporting requirements. Supervised several teams comprised of 3 functional components managing Tier1, Tier2 network service trouble resolution, Tier3 network incident trouble resolution, root cause analysis facilitation and reporting, and vendor management.

Saved company $30K per month per site through Champion virtual software initiative

Exceeded ninety five percent threshold with consistency in meeting customer specific Service Level Agreements

Hired and developed staff utilizing interactive internet training

Completed and instituted interactive knowledge based internal website increasing staff efficiency

Improved leadership/champion process

Measured staff consistency via ticketing system

Oversaw weekly staff meeting and reviewed goals accomplished, action plans and problem resolution

Coordinated deployment of proprietary software within specified departmental maintenance window

Restructured vendor relationships into partnerships and instituted processes for consistency

Contributed to Company’s Operational Strategic Plan

Key directive utilization of F5 – Big IP load balancing – DNS propagation

Oversaw monitoring of the data/voice communications network and online systems for potential problems

Prevented technical operational issues effecting revenue by acting as Managerial escalation contact point

Arbor Networks – Burlington, MA

Consultant (12/01 – 02/03)

Operations initiated customer satisfaction and department confidence, reversed technical staff attrition while developing tools, practices and measurement metrics

Initiated and deployed customer notification website

Instituted software and documentation product release process to improve quality, reliability and repeatability

Restructured vendor relationships into partnerships, instituted processes for consistency

NaviPath Communications, Inc. – Andover, MA

Director of Network Operations and Engineering (6/99 – 11/01)

Built and directed all aspects of the Network Control Center from ground up; led transition of network elements to new NOCs tools including Netcool FMS, Remedy ticketing platforms, and standardized processes for Fault Management

Negotiated Vendor Maintenance Contracts within budget of $1.5 million

Managed and developed staff of 20 employees, developed tools, best practices and measurement metrics

Saved $3.2 million monthly by defining and implementing procedures, training and support systems to scale network capacity while driving down costs

Built, matured and managed Network Operations, Professional Services and Information Technologies functions during aggressive growth in products, markets, revenues and staff

Network Operations initiated customer satisfaction and department confidence

Increased support response, cure times and depth of support response, utilizing measured analysis

Initiated and deployed customer notification website

Instituted software and documentation product release process to improve quality, reliability and repeatability

Designed and built world class Network Management Center

Responsible for design, deployment and operation of 7X24 mission critical, data network, IT infrastructure and support organization

Developed and implemented disaster contingency plan

Managed Network Operations Center and Technical Support Engineering

Utilized 3rd party metrics to report daily/weekly/monthly systems/network SLA compliance

Insured deployment of proprietary software Lucent/Nortel, upgrades to backend infrastructure

Built and maintained Network Element Management systems for operational use

UNIFI Communications, Inc., Lowell, MA

Served as Regional Advocate; built trust, created synergies, and gained partnerships with various Regional Operations Teams, ensuring coordination and cohesiveness regarding the Fault Management of the Worldwide Unified Network. Worked with other managers to design and implement an innovative staffing model that supported organizational growth

Manager, Operations Center (10/97-6/99)

Managed and developed staff of 30 individuals

Responsible for daily Operation of Network Operations Center, Response Center, Technical Support and Delivery Services

Oversaw Monitoring of the data/voice communications network and online systems for potential problems

Insured deployment of proprietary software

Acted as Managerial escalation for technical operational issues that effect customer revenue

Coordinated Operational issues via Clarify Ticketing system

Supervisor, Network Operations (06/96-10/97)

Responsible for providing the technical expertise required performing extensive diagnosis of data/voice communications problems

Employed technical expertise and judgment to multiple vendor interactions

Coordinated the scheduling and timely installation of data/voice communications transmission facilities and equipment

Documented all network-related troubles via Clarify Ticketing system

Provided training for less experienced staff members

CIGNA CORPORATION, Voorhees, NJ

Systems Designer (1/94 - 6/96)

Deployed and maintained the corporate infrastructure of Cigna's Lan/Wan technology to field office locations

Designed and recommend technological solutions

Technical advisor design through implementation

Produced timely deliverables to customers requiring Lan/Wan connectivity

TECHNOLOGY

Hardware:

Sun Microsystems: sunfire 20z; sunblade server, sun netra

HP UX server

Mini AT&T 3b2, IBM/PC 90

Modem DataphoneII, Racial Milgo, GDC, AT&T Para-dyne

Muxs AT&T 740 & 745 & 719,GDC MegaPlus, Time-plexor T-Series, Lucent ICD Softswitch, TNT, Nortel

CSG/CVX1800

Routers: Cisco / Juniper T Core router 4000 series

Big IP – F5 global load balance

Netscaler

Protocol Converter: IBM 3708,PCI, AT&T 6500,and IBM 3174

Monitor-Tester: Halcyon 802 & 702a,Digilog 400, Hewlett Packard Line Tester, Break-Out Box,

Telenex Autoscope

Software:

Unix, Microsoft, SQL, Oracle, HP-UX; Solaris x, XLM, PC-Software, Citrix, Net-view, Netmaster,

Codes: ASIII, EBCDIC, BISYNC, TCP-IP

LAN/WAN: Fast Ethernet, gigabit interface

LAN MONITORS: Netview 6000, Lan Manager, Lan Network Manager. Hewlett Packard OpenView, Adlex,

Orion (Solarwinds)

PROFESSIONAL DEVELOPMENT

CISCO

Configuration Installation Router LAN/WAN interoperability

AT&T

Configuration Advanced AT&T Training Courses

D4 Channel Bank Maintenance Dataphone II 745 Acculink

Overview Dataphone II 740/745 Acculink Bandwidth Management

Data Communications II 110 wiring

Hewlett Packard

HP OpenView Network Management Administration

General Data Comm.

Netcon 70 Mega switch

IBM Training Courses

3725 Communications Controller Network Implementation & Management

Netview Netview 6000

LAN/WAN problem isolation

Wireless LAN Concepts LAN-pc

LAN-WAN integration LAN Services Performance Workshop

PC trouble shooting

Microsoft:

Microsoft windows advanced Microsoft SQL

Supporting Microsoft Windows Microsoft Security Network Access

Supporting Microsoft Server Intro to Microsoft Mail /Exchange Server

Learning Tree International

TCP / IP Certification

Knowledgenet

CCNA

CCNP

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