Melvin J Sehorn

678-***-**** Kennesaw, Georgia acyv19@r.postjobfree.com

Overview

With over 30 years of experience in Telecommunications and Information Technology, I wish to showcase my unique skill set to enhance your organization. I am a highly skilled, intensely dedicated, and self-motivated individual. I believe that the larger the challenge the greater the reward.

With a strong background in pre-sales engineering, post-sales maintenance solutions, project management, team building, creative troubleshooting, and lifecycle management, I will use ITIL methodologies to engage new customers and improve customer retention. I bring a 16 year record of zero SLA violations and zero escalations. Winning Ovation awards for creative engineering and leadership, I am dedicated to enriching the customer experience and adding value to your organization.

Professional Experience

2000-2016

Verizon Enterprise Solutions

TELECOMMUNICATION MANAGEMENT

As a senior member of the Call Center Services division of Verizon Enterprise Solutions, I managing multiple high profile global customer accounts. My personal mission was to go well beyond root cause analysis. With a zero downtime goal for my customers I creatively engineered solutions to alleviate service interruptions and consistently drive a more positive customer experience, in one case allowing 80% of the project’s manpower to be refocused to other customer challenges. Some of my higher profile customers were Chrysler Financial/TD Auto Finance, Mercedes Benz Finance, Wachovia Bank, Bank of America, Johnson & Johnson, the IRS, and the Home Shopping Network. Tackling highly customized solutions across multidimensional platforms consisting of Periphonics/Nortel (Now Avaya) UNIX, Solaris, various Windows Server editions, Genesys, Simon, Nuance, Apache, and various others, each day brought new and exciting challenges to be conquered.

Accomplishments and Areas of Expertise:

High Availability Strategy: From comprehensive enterprise platforms to production critical applications, I immersed myself in the zero downtime strategy. For over 15 years I delivered a 100% available platform for my customers in a 24/7/365 environment.

Disaster Recovery Solutions: Managing multiple teams delivering a highly customized recovery solution we had built in multi-site agility for traffic management which always provided the customer with a fully scalable, zero interruption platform.

Crisis and Incident Management: Preventing a crisis is the best form of crisis management, but not every situation can be prevented. What you need then is experience, and that is the value I bring with 30 years of troubleshooting and countless go-lives. Working with and developing advanced ticketing systems to manage customer events allowed me track and prevent customer downtime and increase productivity by 25% in a 6 month period.

Vendor Contract Management and Negotiation: Outside Vendor resources are often a must, especially with remote hardware repair. With Verizon I approved and managed Vendors, negotiated contracts, controlled network access, and supervised onsite and remote access for maintenance and emergency repairs for over a decade.

Lifecycle Management: I managed multiple customers through several product lifecycle events. Planning, execution, monitoring, managing/directing cross functional teams, and direct engagement assured customers a zero downtime platform, and delivered 100% customer retention for 15 years.

SLA Compliance: Service Level Agreement adherence is a core value of all customer contracts. Careful planning and execution resulted in zero SLA violations in 15.5 years.

ITIL Certified: Achieving the ITIL V3 Foundations certification, I leveraged this certification to apply best practice methodologies to improve the customer experience across the full spectrum of service delivery, change management, and daily functionality.

Exception Writing Skills: Whether reporting to executives, detailing methodologies, creating customer documentation, updating customers, or sharing experiences with team members, my writing skills were an essential part of our success. When called upon by executive management to replace the aging data repository, I developed and maintained a SharePoint site with multiple calendars and single click access to customer account data, and separate at a glance on-call scheduling for outside entities like the NOC.

Security: Security in today’s business world is always a top priority. While I did not write the security protocols, I did exceed them for over 15 years. Taking over ownership and accountability for dozens of IP addresses tied to high value customers, I reduced violations to zero, a 100% improvement for 8 years. Additionally, with customer data security being a core value, I maintained CPNI quarterly compliance testing reducing customer events to zero.

Education:

College

DeVry Institute of Technology

(Associates degree in Electronic Engineering)

Certificates:

ITIL® V3 Foundations

Periphonics/Nortel/Avaya

Sun Micro-Systems UNIX Network Administration

Network General Sniffer

HP Open View

Various Network Hubs – Vendor specific

GA Power Safety Certification