***** ****** ****** ** **********, Ky. ***** 919-***-**** acygax@r.postjobfree.com

RICHARD WELDON NETWORK ENGINEER

Customer oriented Service Manager with solid background delivering high-impact initiatives in Customer Service, IT Project Management, Vendor Relationship Management, Quality Assurance Standards and Continuous Process Improvement. Adept at devising and developing interactive dashboards for KPI analysis and reporting as well as utilizing Six Sigma methodologies to immediately improve performance, operations and processes. Areas of Expertise include:

Network Management/Analysis SQL/BI Tools/Data Mining Client/Vendor Relationship

BGP/OSPF/SNMP KPI Analysis/Monitoring Six Sigma-DMAIC Process

DS1/DS3/OCx Staff Training & Leadership Process Improvement/Analysis EXPERIENCE & NOTABLE CONTRIBUTIONS

VERIZON 2000-Present

TECHNICAL SERVICE MANAGER, JAN 2016-PRESENT

Support two large financial institutions, providing technical support for the following technologies:

Public/Private IP

DWDM/SONET

VoIP

IPCC/SIP

Hosted IVR

Partner with product marketing, engineering and operations on new product releases. Provide Incident, Problem, Risk management for 3rd party providers in support of clients IPTF infrastructure. Provide clients with monthly reporting and analysis on specified KPI’s – overseeing service improvement plans when necessary. CONTRIBUTIONS & PROCESS DEVELOPMENT:

Involved in major credit card migration, providing real time reporting to ensure IPTF traffic was routing to correct agent pools. Successful migration led to over 1 Million calls processed on day one of migration.

Monthly Network Analysis

Root cause analysis for any 100Gig failures

Validate QoS configurations

Provide second level support for aligned team members ANALYST- GOVERNMENT NETWORK SOLUTIONS SERVICE ASSURANCE, 2011-2016 Enhance business operations through strategic project management, performance analysis and KPI reporting across Federal Government Service Assurance organization. Conceptualize, develop and analyze reports to measure and document key performance indicators.

CONTRIBUTIONS & PROCESS DEVELOPMENT:

Systematically reduced $350K in 2013 SLA payments by administering the federal government SLA program.

Significantly improved cost by employing comprehensive Six Sigma and lean process methodologies. PROJECT ENGINEER- ENTERPRISE NETWORK OPERATIONS CENTER, 2007-2011 Managed backup configurations for over 15K devices, while ensuring all new devices where provisioned on IMPACT monitoring platform. Identified, isolated and mitigated chronic circuit issues. KEY ACCOMPLISHMENTS:

Delivered structured revitalization of operations through tactical change management, configuration management, risk management and problem resolution management.

Contributed valued assistance in the implementation of CPE to include routers, layer 3 switches, wireless LAN controllers and IPT call manager clusters.

GROUP LEAD- ADVANCED WAN MANAGED SERVICES, 2004-2007 Led, directed and managed day-to-day operations of Tier I NOC including delivering fault identification and other technical support requests for IP and MPLS.

KEY ACCOMPLISHMENTS:

Improved operational efficiency by quickly managing incidents for network related outages while optimizing customer satisfaction levels.

Partnered with 1st level engineers to triage circuit and CPE related outages quickly and efficiently. NOC ENGINEER- ADVANCED WAN MANAGED SERVICES, 2000-2004 R

11501 Willow Stream Ct Louisville, Ky. 40299 919-***-**** acygax@r.postjobfree.com Managed customer expectations by proactively mitigating issues as well as effectively managing emails, incoming and outgoing phone calls.

KEY ACCOMPLISHMENTS:

Delivered comprehensive 1st level incident management and repair of IP/Frame Relay/MPLS networks.

Strategically managed vendor relationship to remedy faults outside the Verizon network. Prior position includes: Tech Control Team Chief (United States Army, Camp Humphries, Korea) EDUCATION

Business Administration (Currently Enrolled), Campbell University Master Project Manager, American Academy of Project Management, 2014 Training Courses:

Primary Leadership Development Course, U.S Army

31P Microwave Systems Operator/Maintainer, U.S. Army