Telecom, Tech Support, Sales Engineer

Gary L. Tompson

**** ********* **. ******* *****

707-***-**** ********@*****.***

TECHNICAL – TELECOMMUNICATION - TECHNOLOGY

Identifying Solutions – Technical Integration Specialist – Improving Processes

Innovative and results-oriented senior telecommunication consultant with progressive experience in all phases of project management, enterprise technical support, organizational leadership, and strategic development. Strategic thinker with strong analytical skills: able to envision long-term technology objectives to ensure continued growth. Proven ability to bring the benefits of IT to proactively solve business issues and improve processes while effectively managing cost and mitigating risks.

Please Virtual Video Resume

Areas of Expertise

SLA Development and Management Project Management Switch / Call Center

Network Operation Technician Vendor Management Customer Support

Pre/Post- sales support Circuit Migration Network Conversion

Technical Sales and Training Provisioning Network Design

Network / Capacity planning Field Technician Customer Focus

DMS Switched Certified Cisco Network Design Cisco Implementation

800 Portability EVS Application Lead Technician

EXPERIENCE

Vision1Travel, Vallejo, CA

Travel Subscription Sales Team Support and Corporate-Level Coaching 12/01/23

Provided ongoing support and coaching to a travel subscription sales team, enhancing overall sales performance and client satisfaction.

Mentored and guided team members at the corporate level, fostering professional development and ensuring alignment with company goals.

Developed and delivered comprehensive training presentations, conducted via webinars for potential clients, resulting in increased engagement and conversion rates.

Designed and optimized websites to enhance the online presence of the sales team, driving lead generation and improving user experience.

Collaborated with cross-functional teams to ensure consistency and effectiveness in all training and promotional materials.

Astound, Concord, CA

Sales Engineer 2016 to 7/24/2023 Concord

Supported an Enterprise Account team with a focus on Ethernet Services, Dedicated Internet Access (DIA), Private Networking Solutions. This role will also support Voice solutions, including Digital Trunking, Hosted Voice, Unified Communications (UC), and SD-WAN.

Provided consultative pre-sales technical support, working on account teams to develop proposals and recommend solutions to meet customer business requirements.

Worked with an Account Team and supported 10 Account Executives and Sales Directors to engage with customers and provide cost-effective solutions.

Prepared technical proposals and presentations in conjunction with Sales Executives, which may include preparation of network topologies, network drawings, technical specifications.

Provided technical training and development to support the Enterprise Account teams.

Provided scope of and design for Ethernet Services, Dedicated Internet Access (DIA), Private Networking Solutions. This role will also support Voice solutions, including Digital Trunking, Hosted Voice, Unified Communications (UC), and SD-WAN.

Computer Skills – including working knowledge of MS Office products, Google GSuite, Visio, databases, and mapping software and Google Earth Experience with CRM tools (Sugar) provide scope of work for installs of Cisco, Ciena, AWS, Microsoft, and Adva

Global Cloud Xchange, San Francisco, CA

Fields Operation Engineer 2011 to 4/22/16

Assembled project teams to manage multi-site complex data networks projects, as well as daily trouble issues, installations, hot cuts, and site surveys.

Coordinated weekly conference calls with internal and external resources to ensure projects are on track to meet delivery date.

Managed daily installations and trouble issues for 15 Data Centers on the West Coast market for California, Las Vegas, and Seattle.

Coordinated third-party vendors and customer installations for various edge devices to include Juniper servers, Extreme switches, Cisco, Metro NID, and Nortel.

Assisted Sales teams with site surveys and worked with riser management companies to design fiber infrastructure for new circuit activations and projects.

Responsible for maintaining leasing agreements at our data center, customer-managed buildings, and storage facilities for the West Coast.

Zija International, Vallejo, CA

Marketing and Sales 2009 to 2011

Developed a team of 10 sales reps with a startup company where we produced $1.2 million in sales in 18 months.

Provided National Corporate training calls, webinars, and class training on sales, personal development, and team-building skills.

Designed and provided customer-facing presentations and provided education on product line and services.

Created websites for team training and customer presentations.

Helped team members work towards meeting their business and personal goals while working within a team environment.

Virgin Mobile, Walnut Creek, CA

Technical Support Specialist 2007 to 2008

Executed daily operations of troubleshooting voice applications and assisted customers with activation, ESN swaps, MRC resets, along with other billing issues in a call center environment.

Responsible for working 2G and 3G issues to assist customers with video, ringtones, provisioning, and billing issues.

Helped to maintain the department goal of not exceeding 1000 trouble resolutions a day.

Used Siebel, PLS diagnostic software to detect errors.

Executed trouble tickets and escalated network issues to the Network Operation Center to minimize service level disruptions.

MCI/Verizon, Walnut Creek, CA

Virtual Technical Consultant 2003 to 2006

Developed trouble handling procedures, reporting, and website deployment for a remote team tasked with third-level escalation on chronic trouble issues. The project resulted in protecting over $100 million in annual revenue and improving customer retention.

Provided technical support for over 15,000 customers that experienced chronic trouble issues on all Voice and Data applications with an improvement to customer Service Level Agreement.

Formulated plans outlining steps required to develop a resolution based on the analysis of previous trouble tickets and design. Spearheaded the formulation process and procedures of our department.

Executed daily operations of coordinating with Telco, Customers, and MCI to resolve trouble issues with IMT's, ATM Frame Relay, ISDN, SS7, TCIP, VoIP, LAN/WAN, Switching, ICR, EVS, and CPE.

Assigned and coordinated work projects such as converting to new hardware and software.

Instrumental in formulating the ticketing system to manage our daily trouble tickets. Also made recommendations for improvements to enable statistical data for trouble analysis.

Trained account teams with trouble handling procedures and how to recognize sales opportunities and to achieve significant improvements in their productivity.

Consulted with customer vendors and sales teams to identify current operating procedures and clarify program objectives.

Presented reports to Vice President, Directors, and Managers of sales and support teams within MCI/Verizon.

Technical Service Consultant 2000 to 2003

Consulted with Sales teams to identify current operating procedures and clarify pre-sales Telephony opportunities with new and existing customers.

Wrote, designed, and produced technical presentations to help close sales opportunities.

Served as the lead technical member of the account and sales team to assist with development and delivery of training sessions to direct sales, technical, and customers of new products and services.

Prepared and presented trouble history statistics to show network performance and MTTR at all customer quarterly meetings.

Prepared flowcharts and Visio diagrams to describe logical operations of customer data and voice networks.

Technical Service Manager 1997 to 2000

Provided technical support to customers and sales teams, analyzed technical issues, and developed solutions for corporations both domestic and international for Safeway, Kaiser, Providian Bank Corp, Charles Schwab, and Robert Half.

Consulted with and worked as a liaison between Sales, Operations, and other internal departments to ensure installation and maintenance activities are completed to meet customer expectations based on the service level agreement.

Successfully managed a daily operation of customers' networks and acted as a point of escalation to resolve circuit and network outages to include IMTs, PSTN T1s, Frame Relay, ISDN, VoiP, Video Conference, IVR, EVS, Switching, and CPE related issues.

Project Manager/Provisioning 1995 to 1997

Successfully established the first technical project manager position in the sales department resulting in improved on-time performance by 50% reducing the cost for customer and vendor support.

Managed multiple site daily activity as well as complex project for the branch as a single point of contact.

Ensured all tasks from order processes, confirming network designed with Sales Engineer, and managed external task for circuit delivery to meet customer due date.

Responsible for maintaining Installation interval were met for all products including CPE installation, Key Systems, LEC, IXC, DID Local Trunks, TR, PRI, ISDN, Frame Relay, VoIP, EVS, IVR internal process. Also performed rehome, roll over, and hot cuts. Clients include Safeway, Kaiser, Providian Bank Corp, Charles Schwab, and Robert Half.

Prepared and presented spreadsheets of orders placed by customers and provided timelines and completion dates, scheduled circuit activations and provided information to Customers, Sales VP, and Sales Teams.

Structured and maintained other provisioning responsibilities include setting up routing tables to accommodate enhanced call routing, percent allocation, and video conference.

Served as a liaison to sales organizations, customers, LEC, and IXC.

Data Support Engineer 1994 to 1995

Switch Operations and Support 1992 to 1994

Switch Technician 1990 to 1992

Central Office Technician 1988 to 1990

US Air Force Switch Technician 1984 to 1988

EDUCATION:

Solano Junior College, Fairfield, CA - 1981

Vandenburg Air Force Base - 440 hours completed toward AA in Business Management

Chatman Community College, CA - 1986

Air Force Technical Training, Texas – Certificate of Completion - 1985

ADDITIONAL TRAINING:

Northern Telecom (DMS switch certified)

MCI Technical Training I, II, III

U.S. Air Force Telephone Switching School

Cisco Routing Protocol, Implementation, and network design

References: Available upon request

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