Manager Engineer

WILLIAM D. LEE

www.LinkedIn.com/pub/william-lee-itil-v3/15/361/65

***************@*****.*** / Contact Number: 919-***-****

Knightdale, North Carolina 27545

SUMMARY

An experienced IT professional with over 33 years working for world-class telecommunications companies including the United States Navy. The positions held include: Senior Network Consulting Engineer; Network Analysis Consultant; Network Operations Manager; Project Engineer; and Radioman. I am a dedicated team-player with excellent communication skills, and a genuine desire to contribute value. I have a strong record of improving processes and productivity by effectively managing teams, projects, and customer relations.

Strengths include: managing personnel, projects, and customer relations; identifying and preventing or troubleshooting issues; and strategic team-building, product development, and vendor/supplier management.

EXPERIENCE

Mercury Z, Corporation, North Carolina 2016-Present

Fiber Network Technician Supervisor

As A Fiber Network Technician Supervisor I was responsible for a team of 89 FiOS Technicians. My assigned duties were scheduling, counseling, and guidance on Frontier Systems and Networks. Major tasks included: Turning up a Network Operations Center (NOC) from the ground up. This included running CAT5 cable, punch down blocks for data and voice, installed software on all desktops, installed Ethernet patch panels, installed VOIP over IP phones, implemented 3rd party vendor phone systems, assigned MACD and built agent IDs, and monitored statistics using both Vonage and AVAYA.

AT&T, North Carolina 2015-2016

Wire Technician

As a wire technician I am responsible for installing and educating customers on the AT&T U-Verse product. This includes wiring and making cross connections at Service Area Interfaces, Terminals, and Network Interface Devices. Also, responsible for installing and testing the network and the customer premises equipment.

NetApp Inc., RTP, North Carolina 2014-2015

Customer Escalation Manager

As a Customer Escalation Manager, I was responsible for owning case related customer escalations and driving them to expeditious resolution. In this role I have to execute on customer relationship management, technical resource identification, tactical escalation execution, reactive escalations management and cross-function coordination.

VERIZON BUSINESS, Cary, North Carolina

Incident Manager 2009-2014

As an Incident Manager my main focus was to handle customer incidents on demand by taking ownership of issue and manage the demands of multiple assigned trouble tickets. Enlist network management personnel, support, or repair organizations as necessary to facilitate issue resolution and assist technicians within the repair center to minimize or address long duration troubles.

VERIZON BUSINESS, Cary, North Carolina 2006-2009

Senior Network Consulting Engineer I, Managed Network Solutions Operations

As a Senior Network Consulting Engineer I, I assessed new business opportunities (business & needs analysis) and integrated wins into operations for custom Private Internet Protocol and Virtual Private Network products within Verizon’s Managed Services department. My responsibilities included responding to field inquiries and Requests for Proposal, reviewing all bids within targeted 24-hour framework.

MCI (acquired by Verizon in 2006), Cary, North Carolina 1990-2006

Network Analysis Consultant, Managed Network Service Operations (2000-2006)

As a Network Analysis Consultant, my overall responsibility was to report, analyze, and make recommendations pursuant to managed customer networks’ performance. This included ensuring timely resolution to virtual network’s problems; Identified trends, and performed out-of-cycle reporting. Data gathering was performed by using Concord, Visual Networks, and other home grown tools.

Manager, Network Operations (1998-2000)

As a Manager, I oversaw effectiveness of, evaluated, and delivered performance appraisals to up to 12 floor engineers. I worked directly with customers, participating on service calls with account teams. Also, I developed and updated standard operating procedures for centralized troubleshooting.

Project Engineer (1994-1998)

As a Project Engineer, I served as member of Customer Support Team tasked with managing networks according to contracts. Included in those duties were ensuring networks were implemented in accordance with design specifications; Oversaw the correct completion of documentation supporting customer-specific troubleshooting issues.

UNITED STATES NAVY, Norfolk, Virginia 1983-1987

Radioman

As a proud member of one of the best teams in the World, I contributed timely, accurate, and reliable telecommunications operations with a Top Secret clearance. Also, I operated and trained groups on proper use of shipboard equipment, including: UHF/HF, secure voice, fleet broadcasting, cryptographic and associated teletypes, printers, and sub-systems and peripherals.

EDUCATION

STRAYER UNIVERSITY, Raleigh, North Carolina

Associate of Arts in Computer Information Systems, December 2009

Information Technology Infrastructure Library – Version 3 Certification, December 2009

COMMUNITY INVOLVEMENT

Member of the Knightdale Board of Parks & Recreation in Knightdale North Carolina

HOBBIES & INTERESTS

Sports, running, HAM radio

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