Customer Service Project Management

DIANE SNELL

ad1r91@r.postjobfree.com 919-***-****

CAREER SUMMARY

Strong background in senior management with a focus on results, responsiveness, administrative and operational excellence, and a proactive mindset. Emphasis and focus on top of business demands, being forward-thinking, and maintaining a resilient approach to day-to-day operations, strategic and adaptable leadership style.

● Direct work experience in leading and managing multiple complex projects, managing teams, prioritizing and organizing workloads, and time frames are met.

● Strong mentor and coaching of cross-functional teams.

● Strong organization skills, detailed oriented and ability to work in a dynamic and flexible environment.

● Expert knowledge in corporate business continuity, business impact analysis, team/resource planning and network recovery operations center for business resumption.

● Partner with all business units, specifically as they pertain to areas that impact client experience. ● Create requirements definitions around business solutions, implement, project manage and handle daily applications supporting the call center organization.

● Significant experience and success in managing dynamic work environments and teams.

TECHNICAL SKILLS: Managed Services, Project Management, Technical Support, Telecom and IT Solutions, Systems Implementation, Troubleshooting. Knowledge Cisco, Juniper, Tellabs Alcatel-Lucent Routers, Ciena 6500T and Cisco 2k/4k..

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EXPERIENCE

Verizon Jan 2019 - Present Global Transport/Power Senior Network Manager

Accountable for the timely identification and restoration of service impacting events and ensuring the security, performance, and reliability of Verizon's global transport, and facility environments, and undersea cable NOC’s located in Sea Girt, NJ and Morro Bay, CA.

Lead a team of experts who monitor and manage core networks and applications that are the foundation for Verizon's internal and external products.

Responsibilities include escalations, driving to resolution and reviewing talent, making hiring decisions. Collaboration and strategic planning to effectively find efficiencies across NMC's is a critical part of this position.

Verizon

IP Intelligent Edge Senior Network Manager Jun 2016 – Jan 2019

Responsible for providing leadership for a highly skilled team of 40 Engineers responsible for the support of Verizon’s Intelligent Edge network encompassing Unified Transport, NGPON2, Multi-Service Edge, Base Network Controller and Converged Core technologies in a 7x24 core environment.

Exercise considerable judgment in developing methods, techniques and evaluation criteria for obtaining results. Manage policies and procedures in support of strategic objectives utilizing advanced expertise to resolve diverse/complex problems.

Monitoring and enforcing adherence to departmental policy to ensure that all internal metrics, performance based and non-performance based, meet or exceed their designated targets. Interact with internal cases.

Responsibilities include escalations, driving to resolution and reviewing talent, making hiring decisions.

Verizon

Global Data Network - Supervisor GMPLS Jun 2011- May 2016

Responsible for a team of employees who proactively monitor and troubleshoot network level issues on the Verizon Private Data MPLS VPN IP backbone networks, including hardware and software maintenance. This encompassed both Verizon Business and Verizon Telecom networks and tool sweeps.

Responsibly include, planning and directing the work of employees; training, coaching & counseling employees, managing the performance of the employees including setting objectives, assessing performance, placing employees on performance improvement plans, and recommending disciplinary action.

Provide resolutions to a diverse range of complex problems, driving issues to resolution in a timely manner. Analysis of data requires evaluation of identifiable factors.

Complete weekly and monthly reports; network performance metrics, Mean Time to Repair, Network Availability, Customer Outage Minutes, employee roster, organizational charts, training reports, requisition report graphs from network reports and headcount reports. Ensure accuracy of all reports. Maintain 100% on time delivery.

Verizon

Specialist Project/Program Manager Oct 2000 - Jun 2011

Responsible for the deployment of new equipment, both hardware and software into the backbone infrastructure of Verizon Business production environment. This includes sparing, documentation, training, and required tools. Interaction with Project Engineering, Capacity Planning, Network Engineers, Product Development, Operations, IT Marketing Globally and various technical support groups.

Identify and research technology issues and requirements on complex projects and execution. Reduce critical path items, red flag problems areas, identify solutions & drive to resolution. Various projects include vBNS+, MATRIX, PIP, VBONE, Secure Gateway, Coverage Packet Access Network, & SLATE SLA Trending Environment.

Additional duties include security access approvals, and change management.

WorldCom

Engineer II/Shift Lead – Managed Service July 1999 – Oct 2000 Responsible for network monitoring, network availability performance and network troubleshooting.

Troubleshooting of EDI (Electronic Data Interchange) documents as they routed through our network X.25 network in the WorldCom Industry Data Exchange Association (I.D.E A) NOC.

Day shift leads for 7x24 Customer Service Help Desk responsible for running shifts of 8 people and shift schedule.

EDUCATION

Bachelor of Science History – Campbell University 2012

CERTIFICATIONS

CISCO Certified Network Associate – WAN Switching 2005, Verizon WOW 2019 graduate

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