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Manager Technical Support

Location:
Flowery Branch, Georgia, United States
Salary:
90000
Posted:
January 29, 2017

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Donald B. DeVries

Phone: (678)-***-**** * Email: acyjbg@r.postjobfree.com

Leadership ~ IT Training & Development ~ Results Driven

Summary of Qualifications

Global training and development technology leader successful in aligning business goals with IT network and equipment solutions to drive competitive advantages. A career that spans over 20 years involved in every facet of training from course developer, facilitator, and manager. Experienced in developing comprehensive curriculum for every IT company product, focused on provisioning, maintaining, and repairing equipment and networks. Skilled in building a vision for training using all types of delivery methods, including instructor led, e-learning and webinars for highly diverse audiences. A record of proactive leadership in changing or evolving markets and technologies to ensure new product release training was delivered on-time and within budget. Broad experience in IT global operations management by providing Tier II/Tier III Engineering problem resolutions for high profile clients. Hands-on approach to team leadership and direction, ensuring employees stay focused, productive, exceeding client expectations. Effective communicator, negotiator, and decision maker. Skilled in creating high performance teams by developing diverse individual and group talent.

Skills for Creating Business Value

Managerial: Performance Management, Recruiting, Interviewing, Hiring, Orientation, Coaching

Operational: Strategic Planning, Budgeting, Curriculum Development, Resource Planning

Technical: Learning Management Systems, Project Management, Facilitation, Surveys, Performance Metrics

Professional Experience

INOC Atlanta, GA Dec 2014 – Present

A 24 7 NOC and global provider of outsourced Network operations monitoring and reporting services for companies and carriers.

Tier II Network Engineer

Initially employed by the AFL NOC as a Global NOC Tier II and Tier III Engineer, however, in December AFL closed its NOC and operations were taken over by INOC. Based on skills and performance, offered a full-time position by the acquiring company. Responsible for ensuring 100% network availability, handling level II/III trouble escalations on networks and equipment for Fortune 500 companies and carriers.

Contributions:

Resolve issues for ADVA Optical Networking’s FSP 3000 R7 using Craft, Brower, Network Element Director, and NMS software suites’ Ciena 6500 DWDM platforms, 6200, 5200, 4200, 3850, One Control NMS and Site manager software suites, Juniper and Cisco Routers, Arista and other IP Layer 2 devices for globally distributed clients by analyzing, isolating, and restoring services remotely

Measure performance and analytics of system failures by product, by customer and by alarm type to ascertain the impact of onsite response teams and program management for site access, dispatch, and RMA shipping to consistently meet/exceed client network performance metrics

AT&T & Yellow Pages Tucker, GA Jan 2014 – Dec 2014

One of the world’s largest wireless and wireline Telecom Companies, with an advertising division, YP, recently sold by AT&T

Senior Instructional Designer & Project Manager (Contractor)

Planned, designed, and implemented over 65 new training programs that included migrating AT&T ‘s wireless brand to Cricket Wireless and assignment also included rebranding Yellow Pages to YP, LLC after AT&T sold the company.

Contributions:

Created over (40) self-paced E-learning and instructor led training courses to include Sale Associates, Dealers, Territory Directors, Managers, and the Senior Leadership team

Developed over (25) Yellow Pages’ self-paced and instructor-led training courses for Sales Technical support, using Microsoft office suite software, Adobe, Captivate, and other development tools

Managed several major training projects interfacing with subject matter experts in the lab to complete student certification testing, software simulations, and self-paced e-learning courses, using quiz exams and tools such as text entry, click boxes and other captivate tools; enabled key learning tools such as application simulations, product demos, digital imaging, animations, audio production and editing

Accelerated course development with rapid prototyping, branching, additional assets like actors and smart interactions to publish courses, SCORM compliant, with SWF, PDF, and HTML5 content generation with all deliverables either on schedule or ahead of schedule

Donald DeVries Resume Page 2

Professional Experience

ADVA Optical Networking Norcross, GA 2007 – 2013

A global telecommunications vendor providing network equipment for data, storage, voice, and video services

Global Training Manager

When ADVA acquired Movaz, there was no training department, so was offered a Product Specialist position. However, within a few months, based on facilitating training to the technical support staff, was promoted to Department Manager to launch a training program and set up a lab environment to train internally and externally. Due to the value added of training for clients was promoted to Global Training Manager. Planned, coordinated, and implemented technical training for engineering, installing, operating, maintaining, and provisioning 14 different product lines. Managed an annual operating budget of $80M+. Responsible for maintaining and managing the corporate website, for all company training, and metrics reporting.

Contributions:

Responsible for developing technical training domestically and globally five countries, i.e. England, France, Germany, Poland, and Singapore; Managed 7 trainers and delivered training to a technical support staff of 50-75 across multiple global regions including Asia Pacific and South America

Led and pioneered e-learning development as instructional designer and program administrator functions, using Articulate Studio 9 and multiple graphic and audio software

Developed on-line course tracking programs and story-board processes by establishing salesforce reporting, metrics, and customized reports for senior management on internal/external training and certifications

Maintained a 24 by 7 around the world course and staff scheduling calendar for multiple regions and product offerings, including webinars, E-Learning, and Instructor led training

Deployed domestically and internationally for large scale, high-profile clients or for major expedited jobs to become part of the customer service team, handling installations, software upgrades and optical testing of newly deployed networks or services

Provided engineering level instruction and course design via research with real world testing/skills enabling customers and internal staff to interact with systems engineering, system verification and R&D to meet deliverables for projects

Developed and implemented customer training evaluations, consistently achieving scores of 90 to mid-level 90’s

Movaz Networks Norcross, GA 2001 – 2007

A global telecommunications vendor providing network equipment for data, storage, voice, and video services acquired y ADVA Optical Networking

Training Manager/Program Manager/Technical Instructor

Responsible for developing courses for sales, technical support professionals and new hires for network equipment and software. Developed and administered an operating budget of $12-15M.

Contributions:

Pioneered and developed 5 product lines into 16 technical courses. Network DWDN transmission equipment, software, network monitoring systems, engineering courses; and NOC courses. Ordered and designed equipment, setting up a mirror image in the lab of deployed equipment in the field for hands-on training and demos at headquarters

Delivered all training to customers regarding operations, maintenance, systems engineering, and administrator guidelines for all company provided products

Education & Technology Classes

Completed 6 Sigma Yellow Belt in LEAD, 2012. 1986 to Present: Introduction to ISO 9001; Internal ISO 9001 Auditor course; ISO 9001 Lead Auditor Certified ISO 9001; TRA ATM Engineering and Applied Technologies; CBT Frame Relay Networks; Management Techniques Training Courses; Standards for DWDM, TMN, and required RFC’s. Multiple Leadership Management courses through AMA. Proficient in Microsoft Office Suite: Outlook, Word, PowerPoint, and Advanced Excel

Military Experience

United States Navy. Entered as E-1 Seaman. Honorably discharged as E-5 Electronics Technician, Great Lakes, IL. Completed Basic Electronics Technician School. Selected to instruct for the Great Lakes Naval Training Command at the Electronic Technical A School, 1984 through 1986. Provided podium lecture and component level repair, troubleshooting for surface search radar systems, and digital radar repeaters. Recipient of The Good Conduct; Meritorious Unit commendation Japan; CEA Service Award (3); Letter of Appreciation Green E. Award.



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