Project Customer

JULIAN ECCLESTON

*** ******** **. ***#***, Austin, TX 78704 (H) 512-***-**** ******.*********@*****.*** Professional Summary

Friendly and dynamic with the natural ability to build key relationships through communication, customer service, and negotiation skills. Ability to lead and motivate teams to execute business opportunities and complete in fast-paced environments with tight deadlines. Excellent business acuity and a history of assisting in Project Management and Implementation. Skills

• Proof of Concept Implementation

• Business process improvement

• Change management

• Cost planning

• Account Management

• Customer Relation Management

• Outage Resolution Product Sales

• Incident Reporting

• Mass Network Change and Deployment

Work History

Project and Implementation Technician – A + Reliable Sprinklers 03/2020 to Present

• Determine project viabilty and completion pathway.

• Relay customer needs into actionable items.

• Facilitate billing and answer any post project questions by customer.

• Handle any issues with project expectations with customer. Incident Response Team Lead – Amazon

04/2018 to 02/2019

• Develop and update project plans for information technology projects such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing.

• Prepare project status reports by collecting, analyzing, and summarizing information and trends.

• Assign duties, responsibilities, and spans of authority to project personnel.

• Coordinate recruitment and selection of project personnel.

• Direct or coordinate activities of project personnel

• Establish and execute a project communication plan.

• Identify need for initial or supplemental project resources

• Identify, review, or select vendors or consultants to meet project needs.

• Monitor or track project milestones and deliverables.

• Assess current or future customer needs and priorities through communicating directly with customers, conducting surveys, or other methods.

• Confer with project personnel to identify and resolve problems.

• Submit project deliverables, ensuring adherence to quality standards. Change Management – IPsoft

02/2014 to 04/2018

• Provide detailed QA report post change to inform of devices that passed/failed Project Management and Service Deliverable road mapping and completion.

• Collaborated with the sales, marketing and support teams to launch products on time and within budget.

• Translated business goals, feature concepts and customer needs into prioritized product requirements.

• Daily interaction with clients and service providers to ensure timely correction of network and service issues via monitoring, problem management, change management, troubleshooting array hardware, WAN, and routing technologies (Routers,

• Switches, WLC’s, AP’s, and Fortinet/Optiv Firewalls).

• Maintaining Schedules and Tasks of multiple members of a Change Management Team Network solutions, VOIP solutions, VPN/MPLS solutions, Wireless, Databases and Applications.

• Oversaw network engineers in implementing new network and managed services.

• Implemented overnight plant pushes for changes to edge devices and store infrastructure. Technical Team Lead – AT&T Wi-Fi Services

06/2010 to 02/2014

• Led a team of 16+ agents handling scheduling, daily tasks and project assignment.

• Maintained and monitored the server room, the wireless network and other server infrastructure.

• Provided effective and consistent technical support to clients of multiple internet service providers.

• Follow-up on escalations with clients to ensure complete satisfaction

• Dealt with outages/maintenance and provided documentation before/during/after.

• Worked with a large range of hardware manufacturers: Cisco, D-Link, Motorola, Nortel, SMC, Paradyne, Bel-Air Most work is remotely performed in a Linux environment via ssh sessions. Level 2 Technical Support Representative – Telenetwork Partners, Ltd 10/2007 to 06/2010

• Assisted in lowering team call times to generate a higher profit for the team.

• Helped increase income for the company by adding services onto customer accounts with a referral based lead system, which has a fiscal benefit for the client.

• Assisted training staff in refining training tools.

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