PHILLIP J. LOZANO

972-***-**** = ad048y@r.postjobfree.com = www.linkedin.com/in/philjlozano

Flower Mound, TX 75022

GLOBAL OPERATIONS

= TECHNICAL MANAGEMENT = SOLUTIONS DRIVEN = CUSTOMER FOCUS

Results oriented professional with extensive experience managing people, technical resources, and customer relationships within a fast-paced, global technology environment. Highly experienced managing programs, projects and customers both domestically and internationally. Progressive, hands-on technical and project management experience in network upgrades, network expansions, Greenfields, network infrastructure, facilities infrastructure, technical support, professional services, technical training, customer support, remote managed services and operations with a variety of responsibilities. Motivated and enabling team leader with solid decision-making skills. Resourceful, customer oriented and company responsible; high degree of ethics. Able to work well in high stress situations and handle multiple customers and projects in parallel. Broad technical skill set with proficiency in telecom, networking, hardware, software, infrastructure, data centers, logistics, applications, LAN, WAN, routers, switches and severs. High-level familiarity with multitude of other technical competencies.

MANAGEMENT SUMMARY

= Director of Operations

= Program Management

= Project Management

= PMO Staff Mentoring

= Professional Services

= Budgets

= Change Control

= Resource Management

= Technology Contracts

= Vendor Management

= Contractor Management

= Contact Center Management

= Remote Managed Services = Customer Service Management = Quality Control Management

TECHNICAL SUMMARY

= Cisco Wireless Networks = Cisco IP Telephony = TDM/ISDN/ATM/VOIP

= Cisco LAN/WAN Services = Cisco IPCC = Network Infrastructure

= Cisco Switching Solutions = Data Center Infrastructure = Facilities Infrastructure

= Cisco Network Security = Customer B2B Solutions = Customer Acceptance

CAREER HIGHLIGHTS

Recently discovered and recovered $400K in missed revenue.

Successfully implemented numerous small ($100k) and large ($250 million) product deployment projects both domestic and internationally.

Project management of complex voice and data integrated networks with the ability to drive projects forward in large organizations.

Improved dissatisfied clients perception by addressing their issues and concerns in a timely manner by giving them my personal commitment for resolution and total satisfaction.

Implemented ongoing continuous process improvement to increase efficiency, decrease cost and increase revenue.

Managed the $15 million Cisco OEM Router partnership, implementation and deployment.

Championed and co-documented all divisions ISO processes to gain ISO certification which led to additional revenue of $25+ million on an annual basis.

Consistent high performance reviews and ‘Employee of the Year’ candidate.

Managed Sprint’s and WilTel’s 1st nationwide Broadband Network deployment.

Decreased product implementation & turn-up time by 50% & led to annual savings of $1+ million

Drove the processes and evaluations according to specifications to successfully gain Bell Core approval/certification which resulted in $20+ million in revenue annually.

PHILLIP J. LOZANO Page 2

PROFESSIONAL EXPERIENCE

Source1Solutions

Project Manager (Aug 2022 ~ Present) (Remote)

This current project entails a total internal network upgrade for a major hospital across the United States with a total of 160 locations. The whole core network will be upgraded which includes routers, switches, servers and phones. Work with internal organization, end customer and 3rd party vendors on all aspects of the project. PROJECT CURRENTLY PLACE ON HOLD

Worked in tandem with our business partner Avaya to fully manage an implement all phases of the project from end to end.

Attend internal meetings along with the customer and 3rd party vendors on a daily and weekly basis

Work with internal/external teams to review processes, procedures, schedules and current progress

Single point of contact for all 3rd party vendors that provide services

Manage 3rd party vendors that do site surveys in preparation for site upgrades

Together with 3rd party vendors document MDF/IDF utility closets to confirm existing equipment and rack space for new equipment

Document all 3rd party incoming circuits to the facilities.

Meet with all department heads to do a station (phone) review of all the stations across the facilities and assure it’s all documented in preparation for the upgrade

Along with 3rd party staff deploy all new stations across the whole facility prior to the cutover

Assure that all parties (internal/external/3rd party) comply with the current SOW. If required a change order will be executed and approved by all parties

Approve all 3rd party employee timesheets

AT&T (Atlas Communications) (Remote)

Program/Project Manager (Jan 2014 ~ Aug 2021)

Responsible for overall program/project management of worldwide projects/deals for the Network Integration group within AT&T. I am dedicated for management of high end clients such as IBM, Fannie Mae, Dow Chemical, Chubb, Medtronic and Abbott with total contract values (TCV) in excess of $800 million globally.

Single point of contact for all 3rd party vendors that provide services globally.

Set up and chair all projects meetings internally and externally including 3rd parties globally.

Work with internal and external vendors that provide Managed Services.

Work with internal sales teams on pre-sales and post sales on new project implementations and network upgrades (hardware/software).

Managed large scale Data Center server decommissions, relocations, new deployments and upgrades of existing servers both software/hardware.

Manage the deployment of Cell Phones and Tablets for the medical industry along with rework (RMA) of the devices globally.

Program Manager to make sure we meet all our contractual obligations, the Project Manager for projects that are internal to Managed Services and the Service Delivery Manager for day to day operations. I am the single point of contact for all things Managed Services both internally and externally.

Run weekly, monthly and quarterly reports to manage performance.

Work closely with the Sales and Professional Service team to show a joint front to the customer, so that we are in lock step with each project and everything that is transitioning over to Managed Services in a timely fashion. This ensures Managed Services is factored into every project, we do not lose any revenue, and the transition is planned and smooth.

Review of SOW’s to ensure project requirements are met.

Creates and sends a weekly agenda’s and hosts the calls. Pulls together all of the monthly reporting requirements pulling from various places and persons. This includes reports on Software Currency, Inventory levels, billing detail, Staffing changes and access, availability, and various other IPT related reports for Voice.

Create the quarterly business reviews which include roll-ups of the weekly calls / monthly reports / and add in all the quarterly review items.

Manages issues when involving other third parties and take appropriate actions as required.

Monitors maintenance windows which impact our systems and tools as well as the customer’s equipment / notifies as needed / escalates as needed.

Attends weekly Change Authorization Board (CAB) calls to present, explain and gain approval for all required changes in their network.

Escalations – Address all issues internally/externally in an efficient and timely manner.

Manage systems upgrades (hardware/software) and new deployments globally.

Presidio/INX

Program/Project/Service Delivery Manager (Jan 2012 ~ Dec 2013)

Accountable for overall program/project management and day to day operations for a major oil company that is worldwide with over 75 locations. Responsible for the monthly billing with revenues of $950k annually and growing.

Program Manager to make sure we meet all our contractual obligations, the Project Manager for projects that are internal to MS and the Service Delivery Manager for day to day operations. I am the single point of contact for all things Managed Services both internally and externally.

Monitor daily all of the Incidents\Request incoming to make sure we aren’t missing the SLA, and that appropriate attention is given to the ticket and if not works either internally to address the concern or escalates to the customer or other vendors if it is outside of our responsibility but impacting voice (our contractual obligation to address). I track escalations/high priority issues for discussion on the weekly calls and quarterly reports.

Run weekly, monthly and quarterly reports to manage performance.

Work closely with the Sales and Professional Service team to show a joint front to the customer, so that we are in lock step with each project and everything that is transitioning over to MS eventually. This ensures MS is factored into every project, we do not lose any revenue, and the transition is planned and smooth.

Main point of escalation for Voice, Telepresence & Video Streaming as well as well as interacting with third party vendors.

Creates and sends a weekly agenda’s and hosts the calls. Pulls together all of the monthly reporting requirements pulling from various places and persons. This includes reports on Software Currency, Inventory levels, billing detail, Staffing changes and access, availability, and various other IPT related reports for Voice, Telepresence and Video Streaming.

Create the quarterly business reviews which include roll-ups of the weekly calls / monthly reports / and add in all the quarterly review items.

Manages formal process for device add/remove/delete/change.

Manages issues when involving other third parties.

Manages a spare inventory stock level, orders equipment as needed, and ensures all assigned inventory is tracked on our tracking mechanisms and reported monthly.

Manages add/change/removals of employees from the ‘approved access list’,

Assure we are meeting or exceeding all SLA’s, and if needed work with the customer for exceptions that are caused by other parties.

Monitors maintenance windows which impact our systems and tools as well as the customer’s equipment / notifies as needed / escalates as needed.

Attends weekly Change Authorization Board (CAB) calls to present, explain and gain approval for all required changes in their network.

Processes the raw monthly phone count data into spreadsheets that are provided to the accounting team to process the customer invoices.

Escalations – Addressed all issues internally/externally in an efficient and timely manner.

PHILLIP J. LOZANO Page 3

Jabil Circuit AMS (Intellect Solutions)

Project Manager (Feb 2011 ~ Nov 2011)

Accountable for overall program/project management of the Corporate Network 2011 IT infrastructure upgrade and expansion worldwide for the AMS division of Jabil with an initial budget of $13 million over 13 locations.

Coordinate the efforts of the team to develop project schedules, project plans, task lists, risk analysis and action plans.

Drove project tasks to completion in accordance with project schedules.

Commitment to customer service; anticipate, meet and exceeded expectations by solving problems quickly and effectively making customer issues a priority.

Managed the remediation activities at all locations which included meeting Corporate Network Infrastructure Standards for copper/fiber cabling, power, patch panels, equipment racks and AC.

Managed the onsite migration for the replacement of all End of Life devices (core switches, access switches, core routers, WAN routers, wireless controllers, security, out of band routers and fire walls) and expansions as required.

Oversaw the design, deployment, troubleshooting and documentation of the core network services such as LAN, WAN, wireless, voice over IP and video.

Provided effective team leadership developing regional and site processes, mentoring of network administrators, network engineers and contractors ensuring 100% adherence to all company policies and procedures.

Managed and monitored each site budgets to assure that there were no budgets overruns. Came under budget by 50% of the initial budget at final project completion.

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NEC America, Inc., Irving, TX June 1980 ~ July 2010

Program/Project/Customer Service Manager (April 2007 ~ July 2010)

Accountable for overall management of the high profile Remote Managed Service (RMS) customers within the NEC America organization with a value of $2.5 million on an annual basis and consisting of 100 plus locations worldwide.

Single-point-of contact for all customers’ worldwide support, projects, escalations, schedules, resources, change management and dispatch on a 24x7x365 basis.

Ensured RMS customer activation was in a timely manner according to the Contract and Statement of Work (SOW) for Cisco based IPT/IPCC products and NEC IP products.

Actively participated in presales and post sales activities. (E.g.: Contract’s, Sow’s, Service activation process flow, timelines, customer expectations, Portal demo’s and provided supporting documents and signed customer acceptance.

Created SLA reports based on the SOW to adhere to defined metrics. Identified variances in the report, audited for accuracy and pursued variances with appropriate owners to identify cause and remediation. Reviewed and compiled final report for customer presentation.

Initiated weekly, monthly and quarterly meetings with customers and various internal organizations to review related issues, pending items, upcoming projects and ensure SLA’s had been met in accordance to the contract.

Ensured monthly billing had been processed according to the contract.

PHILLIP J. LOZANO Page 4

Resolution Manager – Customer Advocacy Office (June 2006 ~ March 2007)

Drove the resolution of high-profile Enterprise and Channel customer issues through internal protocol and policy.

Single-point-of-contact to assigned Customers and Dealers and worked with stakeholder departments within NEC and sister companies to resolve customer issues.

Worked closely with strategic accounts on long-term relationship planning, product migration strategies, and ways to drive value through maximum use of the NEC portfolio.

Engaged all levels of management within the organizations functional departments, and with other NEC companies and eternal partner companies to drive focus for customer issue resolution.

Director/Project Manager – Customer Operations (May 1999 ~ May 2006)

Directed Customer Operations including Project and Program Management, Technical Support, Project Engineering, Installation, Hardware Configuration Control, Warehouse, Network Administration, Lab Management, Contract Administration, Training, MRA, Documentation and ISO Quality Control.

Implemented numerous small ($100k) to large scale ($20M) product deployment projects.

Met project goals by meeting and exceeding budgets and schedules.

Implemented time saving processes to decrease implementation time by 50%.

Managed all day to day project management activities for Circuit Switch, ATM, IP Routers, Wireless and Network Management products.

Managed, co-authored all departments ISO quality processes and procedures.

Manager - Customer Operations (June 1994 ~ April 1999)

Managed all project management activities for all products and customers.

Responsible for all installation activities and 7x24 technical support staff for all product lines.

Managed and controlled all product evaluations to insure product reliability prior to deployment.

Controlled all departments’ processes and procedures to insure compliance with ISO standards.

Project Manager – Customer Operations (Dec 1993 ~ May 1994)

Primary customer contact to facilitate the introduction/implementation of divisional products/features at customer locations.

Chaired meetings with relevant internal departments/management to discuss, modify and maintain agreement on implementation schedules and to justify budget variances.

Prior Experience as Test Engineer, Senior Test Engineer and Test Supervisor

EDUCATION / PROFESSIONAL DEVELOPMENT

PMP Certification (PMI) In Progress

North Lake Community College, Irving, Texas Certification in Project Management

North Lake Community College, Irving, Texas - Business Courses

Control Data Institute (CDI), Certification in Computer Technology

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