Larry Tantalo

• Successfully led and guided the Incident Management team to achieve business objectives, prioritization, management of work, allocation of resources, and the creation of new policies and processes to refine Partner impacts and incidents.

• Provided direct leadership and facilitation to aid in the restoration efforts for all Partner and customer-impacting incidents in a 24/7/365 global environment.

• Determined technical and operational impacts, conducted root cause analyses, and scope of the incident to mitigate risks and provide advice on remediation or recommendations.

• Supported and led initiatives that required significant cross-functional teamwork by handling program definition, resourcing, issue escalation, risk management, and delivery.

• Leveraged and developed incident response playbooks to align with best practices, minimize gaps in responses and provide comprehensive mitigation of partner impact events following established and repeatable processes for triaging and containment of an incident.

• Created and managed communication(s), reports, and follow ups needed to senior leadership on all partner incidents, and any other operational situations that may cause partner impacts in their respective areas.

• In depth knowledge of all Disaster Recovery, crisis response, and mitigation plans to assist in the implementation of fixes or mitigation strategies.

• Performed proactive problem management and incident trending to prevent and eliminate future incidents.

• Successfully led and understood all system upgrades and communicated impacts to frontline leaders.

• Participated in Change Management to understand the potential impacts to all frontline operations.

• Fostered and maintained a culture and work environment that was in alignment with the Dynamic Organization.

• Experience working outside of traditional business hours to support critical incidents and outages. Elite Repair Center: Network Analyst 1 May 2016 – April 2018

• Responsible for providing large enterprise customers support for data, voice, VOIP, network/configuration changes, and software updates: state governments, universities, Spotify, Facebook, NYC police department, hospital and medical networks.

• Worked consistently with Engineering and Network Operations groups to accomplish customer migrations, network changes, upgrades, and repairs. Daily coordination with business leads, IT organizations, account team managers, sales, and vendors.

• Highly proficient in monitoring, investigating, supporting, and troubleshooting: o Ethernet & Internet Access

o VPN & Remote Edge Router Trouble Shooting

o VOIP Protocols over T1: QoS, Hosted PBX, and Soft-phone, TCP/IP Configuration o MPLS Cloud: QOS, NNI, BGP, LDP

o Wi-max and 3G/4G Wireless Backup

o BGP Windstream Routing

• Accessed remote test points to determine the root cause of failure and provided root cause analyses to determine outages.

• Worked extensively with Version, AT&T, CenturyLink, Quest, Frontier, and FairPoint field technicians to troubleshoot and isolate the root cause of the issue and worked to restore the network outage. Expert in analyzing large data sets and statistics.

• Well versed working with vendor specific equipment: Cisco, Adtran, Overture, Hatteras, Alcatel, Lucent, Juniper.

• Utilize an automated ticketing and order provisioning systems to record and track resolution of customer issues. Voice & Data Network Communications • Victor, NY

May 2011 - 2018

Experience Strengths

Motivated Team Leader Analytical

Creative Thinker Communication

Self-Starter

Resourceful

Collaboration Problem Solver Dedicated

Trouble Shooting Client Management

Sales Consultant

Testing

Network Analyst

Disabilities Educator

Leading Large Teams

Training Management

Operating Systems

IT

adipon@r.postjobfree.com

585-***-**** • Pittsford NY

“Catch on fire with enthusiasm and people will come for miles to watch you burn.” Data Protection Company • Rochester, NY

Incident & Project Management • October 2018 – April 2020

Network Operations Center: Major's Specialist Spec 2 Team Lead May 2013 – May 2016

• Led a team of 30 network operation spec 1 technicians to monitor a complex ticket queue and evaluated ticket information and arrived at creative solutions that assisted our customers to repair service outages.

• Main point of contact for customer escalation support for transport layer issues within the ERC and Majors group. Effectively serviced all customer escalations and highly trained in handling customer concerns.

• Demonstrated knowledge of company's mission, purpose, goals, and the ability to help employees successfully achieve them.

• Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties.

• Trained new hire classes in outside plant layouts, functionality, T1 troubleshooting, and problem solving.

• Handled scheduling for all shift 1 technicians.

Networks Operation Center: Transport Specialist Spec 1 June 2012 – May 2013

• Efficiently managed a time sensitive ticket queue each day in a fast-paced and high-volume network operation center.

• In addition to queue management took overflow of incoming calls assisting local carriers, vendors and internal employees.

• Developed further trouble shooting technical skills for triaging transport layer issues.

• Proficient in loop testing T1's in both edge and customer routers, voice switches and DACS. Enterprise Repair: Answer Specialist 1 May 2011 – June 2012

• Provided tier one help desk and ticket creation for enterprise businesses in an inbound call center environment.

• Gained valuable backbone knowledge for T1 and fiber transport, TDM and VOIP.

• Mentored new representatives for training and took on ERA level escalation.

• Utilized multiple systems to verify customer service for ticket creation and status with heavy emphasis on multi-tasking.

• Successfully generated revenue by prospecting new business by heavily researching leads, telemarketing, cold calling, relation- ship building, or maintaining market share by selling HR services and payroll to small and mid-size businesses.

• Well versed in developing pipelines and utilized all available resources along with referral sources such as banks, CPA’s insur- ance agents, and current clients to prospect new business.

• Worked multiple territories and traveled to clients to present business and marketing solutions.

• Over the course of one year generated $125,000 in revenue and received 4 representative of the month awards.

• Generated weekly and monthly sales report and provided them for management review.

• Built rapport and established working relationships with the Field Sales Representatives across multiple divisions.

• Effectively built long term relationships with potential prospects by consistently following up and recommending various payroll services to meet the needs of small and midsize businesses.

• Excelled in working in fast pace and high-volume sales environment and consistently made 70-90 calls a day.

• Scheduled appointments with business owners and decision makers to discuss business solutions.

• Post-sale worked closely with company’s payroll representatives to demo, onboard and train them in the system. Proactively followed up to ensure new services were working well and if any additional services were needed.

• Actively upsold additional HR services outside of department focus to provide full scale business solutions for clients (workers compensation, time and attendants solutions, 401k, health benefits).

• Consistently customized what services to pitch based on client research performed and would discuss various types of options and continued to refine solutions based on feedback from clients. Leveraged marketing tactics to customize potential options.

• Over the course of one year generated $100,000 in revenue and received 4 representative of the month awards. Payment Processing & Technology Provider • Remote

Outside Sales Consultant • May 2010 – May 2011

Payroll Services Company • Rochester, NY

Inside Sales Consultant • June 2009 – May 2010

• Developed inclusion programs and opportunities for children with disabilities across 5 different school districts.

• Managed several programs for individuals with developmental disabilities that consisted of 50+ individuals.

• Responsible for 20+ direct reports (staff members) and for creating their individualized education plans for the program.

• Led annual and semi-annual meetings to discuss program logistics, progress of the children, and improvements to consider.

• Managed yearly budgets from the state and provided monthly documentation to the state to ensure state funding continued.

• Completed weekly payroll for 20+ staff members and conducted monthly and annual performance reviews for each employee.

• Coordinated with groups of teachers to rollout and implement inclusion strategies and programs each year that focused on de- veloping physical fitness and social skills of students with disabilities.

• Successfully networked with community members and raised $50,000 over 7 years for our non-profit foundation.

• Coached and mentored each year for the Special Olympics and participated on the Autism Spectrum Disorder Board. Proficiencies

References and recommendation letter available upon request.

Non-Profit Organization • Rochester, NY

Community Integration Coordinator • April 2001 – June 2009

SUNY Brockport, New York

Bachelor of Science 2001 • 3.2 GPA

Physical Education Teacher

Extensive Early Child Development Training

MPLS Cloud: QOS, NNI, BGP, LDP

Adtran, Cisco, Putty, Edge Router

Knowledgeable in Linux

VOIP, VPN, and Firewall

Windows Administration

Troubleshooting Hardware/Software

Remote Technical Support and Repair

MS Exchange Server Admin Tools

Backup & Disaster Recovery

LAN/WAN architecture

TCP/IP Principles

Ethernet & Internet Access

Statistical Analysis

MS Office Suite

Microsoft Suite and Mac iOS

Contact this candidate