Operations Manager Customer Support

Charles King

***** ***** ****** ** • Covington Ga. 30016

********@*****.*** • 470-***-**** • Mobile 770-***-****

Network Operations Manager

Leveraging analytical, problem solving, organizational, communication, and leadership skills in combination with ITIL best practices to meet technology and business goals

Accomplished program, project, and operations leader with extensive experience in IT and telecom systems and infrastructure design, development, and support. Adept at managing cross-functional teams across multiple initiatives simultaneously, deftly balancing priorities and resources to ensure goals are completed on time, service level agreements are achieved, customer expectations are exceeded, and profitability is maximized. Positive and supportive team member with record of building strong rapport with clients and stakeholders at any company level.

Highlights of Expertise:

•Service Delivery Support

•Training & Team Building

•Enterprise Networking

•Solutions Development

•Data Center Management

•Performance Measurements

•Program / Project Management

•Continuous Improvement

•Strategic Planning

•Service Center Operations

•Risk Assessment

•Troubleshooting

Professional Experience

Peak10

Technical Assistance Manager 9/15 to Present

Management of local 24x7x365 Support Personnel

Lead, mentor, and coach TAA’s to provide consistent and professional support environment

Provide accurate and timely communication to all applicable parties on any customer support issues

Monitor specific KPI’s to ensure proper execution of support

Maintain all scheduling and coordination of Technical Assistance Associates

Participate in Internal Incident Report review process to diagnose areas for improvement

Perform periodic performance reviews on all TAA’s

Work with Market Director of Service Delivery on escalated customer support issues

Resource Allocation for Engineering Tasks

Assign workflow task items to TAA’s based on availability and experience

Perform Quality Assurance checks on all work assigned to TAA’s

Communicate deadlines and possible time constraints to applicable stakeholders and requesters

Assist in training of new processes, procedures, and tools related to provisioning process

Coordinate of Facility Operations Engineers

Work with market and regional facility resources on delegating and performing facility related tasks

Participate in training programs and provide post training refreshers for TAA’s

Help ensure that facility is always “audit ready”

Assist FOE with vendor management

AT&T, Conyers, GA

Manager Network Ops Center, 7/2013 – 9/2015

Managed the day-to-day activities of Network Control technicians involved in monitoring and ensuring network quality. Directed, planned, and apportioned the work of employees. Participated in the interview and selection process, as well as, training, coaching and assessing performance, and ensured compliance with company and regulatory policy. Managed employees who completed on - site corrective and preventive maintenance, installations, and modification of network equipment. Developed procedures for installation, rearrangement and changes of network equipment. Interfaced with vendors to coordinate work activities and resolve any service-related issues. Provided support to other departments on any vendor network operational issues. Additional duties included satisfying customers or interfacing with appropriate groups to address concerns. Implemented process changes to improve internal service complaint handling and enabling field teams to reduce customer escalations. Accountable for coordinating telephone number availability with the network control center and the central office planning engineers. Independently prepared work plans for individual tasks. Prepared project plans for specific projects and reviews with supervisor. Prepared and executed unit test plans and participated in and supported integration testing. Provided field support for groups indirectly affected by mechanized systems. Monitored for systems availability, integrity and timely performance. Administered discipline to technicians and made recommendations concerning long-term suspensions or terminations of technicians.

AT&T, Oakton, VA

Service Manager, 3/2009 – 7/2013

Drive performance analysis, problem resolution, and operational support for enterprise-scale data networks; own all aspects of customer experience in provisioning, billing, maintenance, problem escalation, and training. Develop and ensure achievement of service level agreements (SLAs); leverage network monitoring tools to identify and diagnose root causes, and engage stakeholders across departments to devise and execute action plans that resolve service issues and maximize customer satisfaction. Extract and analyze data to identify performance trends and prepare reports for customers. Oversee planning and matrix management of special customer projects.

•Facilitated successful deployment and ongoing support of network for US Department of the Treasury (TNET);

−Installed and configured routers and network devices, upgraded hardware and software, and monitored and troubleshot switching, routing, application, and security issues to keep network at optimal availability and performance.

•Promoted use of online servicing and billing applications; empowered customers with tools for solving common problems, leading to reduction in service calls.

•Wrote standard operating procedures (SOPs) and training documents, and translated complex information into clear, concise summaries and briefings for senior management.

•Communicated and coordinated maintenance activities to minimize impact and positively affect customer experience

Memphis Networks, Memphis, TN

Network Operations Director, 1/2008 – 2/2009

Managed daily operations of Network Operations Center (NOC), Outside Plant, and Customer / Network Implementation teams for regional telecom service provider. Coordinated projects, planned workloads, allocated resources, and provided leadership, performance evaluation, and award recommendations for 20 team members. Oversaw sales, installations, problem resolution, and customer service for 100+ accounts; analyzed contracts, managed vendor and contractor relations, and ensured delivery deadlines and contractual obligations were met on schedule.

•Communicated openly and effectively with prospects, clients, and internal stakeholders, serving as technical advisor and subject matter expert for projects and providing clarity for operating regulations, billing, and compliance issues.

−Provided sound solutions for resolving problems during pre- and post-cutover of production end-sites as escalation point for all WAN implementation projects.

−Developed and implemented new fault escalation processes that enabled team to meet all customer SLA requirements consistently.

−Led problem analysis, management, and resolution of complex technical challenges such as late-night repairs of CRAC units and time-sensitive Emergency Customer Maintenance for rapid recovery of network outages.

•Drove continuous improvement of work processes and procedures to streamline project management, increase operational efficiency, and improve service quality.

•Devised customized strategies to grow business, and consistently exceeded targets for business development and client retention.

−Created winning proposals, negotiated deals, developed contracts, and coached sales consultants in lead generation, prospecting, and client communication.

Sita / City of Atlanta, Atlanta, GA

Network Operations Center (NOC) Manager, 4/2005 – 1/2006

Led eight-member team in monitoring and improving performance of Wi-Fi and DAS infrastructure at Hartsfield-Jackson Atlanta International Airport. Strengthened relationships with service providers and ensured excellent customer service for ~4,000 users. Established schedules and work plans to provide 24x7 backbone monitoring. Measured NOC Key Performance Indicators (KPIs), tracked ticket response times, analyzed incident management activities, and ensured services met customer SLAs. Chaired Change Management Board, secured Request For Change approvals, and enforced compliance with US Department of Transportation and FAA regulations.

•Built NOC from ground up; created SOPs and directed installation of all network monitoring hardware, software, and associated devices.

•Hired, mentored, and supported highly qualified team of network technicians, application developers, and security specialists that ramped up to speed quickly and surpassed service expectations consistently.

•Developed training curriculum and delivered formal and informal training to customer personnel that clearly demonstrated system and equipment functionality.

•Planned and led variety of system / solution implementation projects to successful delivery;

−Elicited requirements from customers, evaluated products and made purchasing recommendations, allocated resources, created and utilized performance measurement tools, and kept projects on time, on budget, and in line with policies and standards.

−Generated comprehensive infrastructure inventory reports, performed validations, and reported project progress, operational status, and key issues to senior management.

Infinium Labs, Sarasota, FL

Infrastructure / Help Desk Director, 2/2004 – 11/2004

Orchestrated requirements gathering, infrastructure development, QA, and troubleshooting involved in design and build of Phantom Gaming Network Infrastructure.

•Trained and led team of 18 employees, managed contractor selection and performance, and liaised between engineering and operations teams to facilitate open communication and effective use of resources.

•Innovated and leveraged diagnostic and troubleshooting procedures to provide top-tier technical support to developers, engineers, and technicians.

•Created and executed test plans, test cases, and scenarios for technology infrastructure; identified potential problems and proposed smart, cost-effective solutions.

Equant, Atlanta, GA

Director, Problem Resolution Group (PRG) - North American Operations, 8/2002 – 2/2004

Led strategic planning, staffing, training, budgeting, systems / solutions design and development, testing, documentation, customer communications, and performance management of 75 employees at PRG and Customer Service Center maintaining more than 40,000 network connections.

•Restructured and optimized employee schedules, eliminating unnecessary overtime and capturing $1M in savings for company.

•Trained service-focused team to work exclusively with unsatisfied customers: provided tools and effective customer service techniques than enabled team members to save accounts and boost customer retention.

Relera Corporation, Charlotte, NC

Regional Director, Internet Service Center, 8/2001 – 2/2002

Maximized operational efficiency, profitability, and customer value of fast-growing Internet Service Center. Managed and administered requirements definition, policy development, system design and implementation, product evaluation and purchasing, software licensing, customer service, technical support, reporting, and hiring, training, and supervision of 45 employees across three data centers.

•Led teams to achieve benchmark uptime performance of 99.999% availability while providing 24x7 operational support.

•Championed automated conversions and process improvements that yielded significant increase in data retrieval efficiency while allowing for measurable cost reduction.

Additional Experience

Director, Network Backbone / Customer Implementation ~ Intira Corp., Pleasanton, CA

Shift Manager ~ UUNET / MCIWorldCom, Fairfax, VA

Network Specialist ~ United States Senate, Washington, DC

Telephone Technical Supervisor ~ Contel Federal Systems, Newport News, VA

Wire Systems Installer & Operator ~ United States Army, Fort Campbell, KY

Certifications, Training & Professional Development

AT&T Six Sigma certified

ITIL Certification – ITIL Foundation V3

Certified Help Desk Professional 2000 ~ Certified Help Desk Manager 2000

ISDN Installation ~ Spectrum User & System Administration ~ Advance CISCO Router Configuration

Troubleshooting with Expert Sniffer Network Analyzer ~ Ethernet Network Analysis Troubleshooting

CISCO Router Installation & Maintenance ~ TCP/IP Network Analysis Troubleshooting

Technical Proficiencies

Platforms:

Novell Netware, UNIX, Windows NT/XP/Vista/7/8, Windows Server

Tools:

Adobe Acrobat, Cisco Works, Heat, HP OpenView, MS Office Suite (Access, Excel, Outlook, PowerPoint, Visio, Word), MS Project, Netcool, NMS, Remedy

Hardware:

AirDefense sensors, coaxial cabling, Cisco 15454 optical switch, Cisco Routers, Cisco Ethernet Switch, Cisco Firewalls, Cisco Wireless LAN Controllers, DAS main and expansion hubs, Ethernet cabling and hubs, fiber, Fiber Scout, ISDN, LAN scanners, network cards, network sniffers, ohm meter, ONS switches, Wireless Access Points (WAP), Wireless Cisco Servers

Networking:

ATM, BGP, EIGRP, MPLS distributed antenna systems, DHCP, DNS, FDDI, frame relay, HSRP, network software, OSPF, SNMP, TCP/IP, WiFi

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