Manager Management
Resume:
Joseph Belmonte
Stamford CT *****
*******@*********.***
Summary:
Very experienced in IT Operations Management, Managed Services, Vendor and Field management with Harris IT Services, Abovenet, AOL and MCI.
Implementation, Engineering and support at all levels.
New product rollouts with support for McDonalds digital signage initiative, wireless support for Fiber Tower, DWDM equipment test and validation along with beta tests with wireless gige. Modem buildout platforms and testing for AOL.
Manage voice and data implementation and repairs for financial customers.
Quality and Process re-engineering experience with metric driven workload analysis and KPI/SLA reporting experience.
Vendor selections, managing credits, SLA’s and performance management.
Data Center Management for MCI, AOL and FAA.
Experience
12/2010- present Level 3 Communications – Technical Services Manager
Support financial customers, 7 x 24, with their repair/restoration needs for voice and data platforms.
Re-engineer solutions for diversity and network robustness for customers.
Prepare and present KPI report cards on the customer’s network experience which includes trouble analysis, repair times, availability etc.
Perform audits of active ckts and customer invoices and manage network changes.
Lead process improvement teams as well.
Accomplishments
Continue to drive customer satisfaction in the upper 90’s percentile.
Improved information system processes.
Improved change management processing.
Created technical training best practices.
Led a team on new website requirements and utilizing Share Point.
2/2008 – 9/2010 Harris IT Services – Eastern Region Service Manager
Managed a team of 9 supervisors, 54 Technicians and contractors.
Managed 9 collo centers on the east coast which included vendor management, costs,power and space allocation.
Responsible for installation / support of the FAA network for the eastern region.
Created and supported new processes for McDonalds digital signage along with support for wireless service support for FiberTower.
Optimized field forces while reviewing job tasks and workload.
Managed quality improvements and identify training needs.
Metrics reporting with installation and repair KPI’s.
Program Managed network installations and managed vendors for external customers like DOD, FEMA, DEA, Census Bureau .
Accomplishments:
Managed the Managed Services implementations for digital signage for McDonalds in NYC.
Managed E lock coordination for all Eastern region FAA sites.
Provided Managed Services contract for Fiber Tower cell tower support.
Received ITIL Version 3 Foundations certificate.
8/2004 – 2/2008 Owner/President ~ Belmonte Construction Management
Manage new home building and remodeling activity.
Manage contracts, accounting and all aspects of business.
Evaluate and monitor subcontractors work.
Engage with customers, throughout the project, to ensure all aspects of the job meet the customer’s expectations.
Accomplishments
Exceeded customer expectations with many call backs.
Managed budgets and subcontractors to the customer demands.
3/2000 – 8/2004 Abovenet/Metromedia Fiber Network - Director of Optical Managed Services / Implementation
Led a team of optical engineers to design/install Optical(DWDM) networks.
Managed equipment vendors (Nortel, Cisco, Luxn, and Adva) towards quality installations and on time performance.
Tested and validated new products and equipment.
Created and tracked accounting elements ( Purchase orders/reqs, budgets).
Assisted with creating vendor service contracts.
Created work processes to manage work flow steps with vendors and internal company departments.
Very involved with customer relationships from design to delivery.
Accomplishments
Created Managed Services group.
Altered processes, used internal labor and inventory management to save company over 1 million dollars in expenses.
Reviewed spares policies and costs to possibly manage in house.
Validated and created processes for new equipment implementation and support. Earned customers trust to work on their very sensitive networks and brought in new business.
Recognized for national award.
7/1999 – 3/2000 MCI Manager/Sr. Manager Operations Support Center
Managed NE Local Services installation and repair centers with a team of 8 managers and 115 employees for voice and data.
Integrated new equipment ordering department and dispatch coordination function using software platform.
Integrally involved with centralization /merger integration initiatives.
Driven towards improved installation/repair times.
Established an enhanced remote test system.
Responsible for budgetary variance goals.
6/1998 – 7/1999 MCI Northeast Process/Compliance Manager
Supported VP and NE Operations Region with process improvements.
Assisted sales teams and customers with special network design needs.
Led various cross functional teams towards process refinement (Circuit installation process).
Continued to review technological advancements to improve install, repair, dispatch processes.
5/1997 – 6/1998 MCI NYC District Manager
Responsible for 3 voice switching centers in NYC.
Managed 2 long distance switches and the first local services switch in NYC.
Managed all facility issues as well as installation and repair.
Involved in building/supporting a new 50k sq ft Telecom facility in NYC regarding all facets of construction and operational issues.
Managed a staff of 15 people with budgetary and HR responsibilities.
5/1996 – 5/1997 MCI Northeast Regional Quality Manager
Initiate rollout of CFM(TQM) program within NE Operations.
Led cross-functional process teams to improved circuit delivery performance.
Driven towards raising quality awareness and customer satisfaction throughout.
Managed 5 quality leaders in the NE.
Accomplishments at MCI
Moved up from technician, staff support and into management.
Recognized as process driven and able to improve processes for the region.
Worked on centralization initiative to improve performance and reduce time.
Reviewed and improved company install, repair and dispatch processes.
Recognized for team and national awards.
4/1995 – 5/1996 AOL/ANS Implementation Manager/3rd level support
Managed the Implementation of the modem /backbone infrastructure for AOL domestically and internationally.
Led a team of 12 engineers toward a continuous increase of modem deployment (4k-5k modem ports /month).
Interacted with LEC's,CAP's and long distance carriers regarding ckt installations/repairs.
Tested equipment and platforms for deployment.
Participated in strategic planning to improve processes internally and with vendors.
Created training programs for Telco management.
Accomplishments
Grew the team to 12 engineers from startup and increased modem deployment every month.
Helped AOL reach 5 million users ahead of schedule.
8/1991 – 4/1995 MCI Staff Analyst/Manager
Assisted various Directors and VP's with budgetary and process improvement functions.
Assisted with new product (ISDN bandwidth on demand) rollout and support.
Supported customers with special network designs (voice/data).
Led process improvement teams.
10/1988 – 08/1991 MCI Tech/Sr. Tech/Group Leader
Installed and repaired DS1, DS3 circuits with physical and remote test equipment.
Interfaced with DMS/DEX family of switches.
Interfaced with transmission systems and DXC's.
Education
8/1991 Sacred Heart University Fairfield, CT
-MBA focus in Finance
6/1988 New York Institute of Technology NYC
-BSEE Electrical Engineering
-Focus in Telecommunications
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