Sales Customer

JOE BRYAN MERRILL, JR.

Cary, NC 919-***-**** Email: **********@*******.***

POSITIONED TO DELIVER LEADERSHIP EXCELLENCE * PROVEN RESOURCE MAXIMIZATION METHODOLOGY * SERVICE DELIVERY EXCELLENCE * CUSTOMER SATISFACTION * SALES INCREASES

AREAS OF EXPERTISE

Client service ordering and delivery * Direct and indirect support team management * Strategic planning * Project Management * Process improvement * Call center/Customer Satisfaction Management * Direct Customer Interface on Sales and Service Issues * Financial analysis, planning, budgeting, payment management * Disaster recovery * SaaS * VoIP/Unified communications installation/design * RFP/RFQ preparation * SONET, DWDM, Ethernet delivery services (Metro/last mile) * MPLS * Service delivery platform equipment operation, monitoring, repair * Tollfree/Local Number Portability * Vendor selection management *

Training and training methodology * Communications

EMPLOYMENT EXPERIENCE

Spacenet/SageNet – Installation Manager, USPS 6/2013-7/2019

Management of all new installations

Management of all site conversions

Management of all repairs in SageNet scope

Financial quotations for all installations, conversions, repair efforts

Management of all contracted personnel performing work in USPS sites on SageNet behalf

Responsible for meeting budgetary/ timeline targets for projects

Interaction/correction of issues with orders/trouble tickets/cases in ServiceNow (USPS system)

“Hot Sheet” development and distribution to inhouse/contracted personnel for customer site installations

Direct customer interface (email and voice) on a daily basis on orders, performance, and problem resolution and escalation for issue resolution

JBM Consultation, LLC – Consultant, Telecom consultation and training 1/2007-6/2013

Evaluation of client operations/customer intent

Identify/quantify discrepancies between desired/current state

Recommend changes including cost/benefit analysis

Provide training for in components of service provision/problem identification/conflict resolution

Vendor(s) evaluation/recommendation/financial negotiation

Access Point – Vice President, Network Operations 1/2004-1/2007

Vendor(s) evaluation/recommendation/financial negotiation/payment approval

Data center site selection/installation for core network equipment

Development and distribution of materials to end users depicting installation/testing of services/equipment

NOC establishment/operation/monitoring/testing/repair for end user and core network alarms

Customer installation and repair

Equipment audit/warranty tracking

Sales/service training in components of service provisioning

Strategic planning

Disaster recovery

Regulatory compliance

Sales support for large/complex opportunities

Escalation point to resolve difficult customer issues including direct customer interface

Direct interface with regulatory commissions

BTI – Vice President, Network Planning/Customer Service 12/1993 – 11/2003

Vendor(s) evaluation/recommendation/negotiation/payment approval

Data center site selection/installation of core network equipment

NOC establishment/operation/monitoring/testing/repair for end user and core network alarms

Fiber optic network operation/upgrade/expansion

ISP network operation/upgrade/expansion

Core network/customer intercompany orders

Customer site installation/repair

Equipment audit/warranty tracking

Sales/service training product training

Strategic planning

Disaster recovery

Regulatory compliance and direct interface with these entities

Sales support for large/complex opportunities including direct customer interface

Escalation point to resolve difficult customer issues including direct customer interface

Fraud prevention/security

Customer contact center implementation/operation

Initial/ongoing training for customer contact personnel

Adds/moves/changes/upgrade selling in the customer base

Fraud prevention

Marketing materials directed to end users providing network footprint/services offered

EQUIPMENT/TECHNOLOGY FAMILIARITY

Cisco routers/switches

Polycom/Cisco/Adtran/Avaya VoIP phones/POE appliances

Alcatel/Lucent/Nortel voice/Frame Relay/ATM switches, and Alcatel STP’s

Fiber optic terminals from Alcatel, Fujitsu, Ciena (formerly Northern Telecom)

ATT/Lucent, Nortel/Avaya, Mitel PBX’s and key systems

DSLAM’s

Digital Loop Carriers

Digital Cross-connect systems

STP’s

Remedy/ServiceNow/Cherwell/IXPlus

SAP software

Microsoft Office Suite – Outlook, Work, Excel, Powerpoint

Visio

Microsoft Project

INDUSTRY/MILITARY/COMMUNITY INVOLVEMENT

Selected as industry representative to select/contract/implement Local Number Portability in the Southeastern United States

Corporate representation to Public Service/Utility commissions

Corporate representative to 911

Corporate representative to NANPA

Corporate representative for IP address assignment/expansion

United States Army veteran holding active duty security clearances of Confidential/Secret/Top Secret/NATO Secret/Crypto Secret/Atomic Secret

Volunteer tutoring in Mathematics, Science, and English in high schools

Elected to serve on local HOA board and as the HOA Treasurer

Three time winner of the BellSouth (now AT&T) award for sales

EDUCATION/OTHER EXPERIENCE

B.S. Business Administration Louisiana State University Shreveport, Louisiana

Multiple voice/data equipment/system training

Six years direct sales experience selling telecom equipment and sales.

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