Manager Customer Service

Brogtec USA LLC Miami, FL **** - Present

A local IT service provider.

Client Program / Service Delivery manager

• Project Managed and tracked deployment of VOIP network for financial service organizations in Latin America & Caribbean.

• Monitor all customer support calls in the call tracking system, return calls from customers, as well as enter new problems or requests into the call-tracking database/ Fault reporting.

• Site Surveying of client’s data centers, review of run books & network documentation, cabinet inventory, spare parts, removal of any none used cables.

• Monitoring of backup circuits and disaster recovery plans with testing of cutting over process.

• Established communication matrixes for escalation & emergency situations.

• Management of client’s vendors (carriers, hardware / software, 3rd party) including service level agreements for compliance & correct billing with reporting to management.

• Management of any move, adds, changes or deletes (MACD) schedules and process.

• Managed network optimization & change control process by baseline of networks to ensure performance & cost effectiveness, Quality of Service (Up-Time % QOS).

• Made recommendations for best ways for changes to networks performance and provide project management to implement changes.

• Identifying any Gaps in the operating of the networks and participate in making changes.

• Have regular meeting with management & staff to discuss planning for growth of the networks and demands of end users, Fault reporting, Outages, Vendor relations.

UNISYS, Florida & Latin America/Caribbean regions. 2006 – 2008

Worldwide information technology consulting services and Solutions Company.

Client Program Manager

• Run and analyze reports in relation to network operations, change monitoring, location of physical assets, project completion, client satisfaction, fault reports, new services requirements and business building activities.

• Maintain budget, deployment schedule and Service Level Agreements and supervise 20 staff.

DANIEL W. BERGER Page Two

PROFESSIONAL EXPERIENCE

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Management & Operations

• Spearhead all management aspects of both small and large network deployments, ranging from 20 to 1,000 sites, across diverse global regions.

• Lead all client-facing operations and deliver services effectively.

Team Building

• Trigger a sense of urgency and accomplishment, drive execution of deployments via constant communication and motivate team members.

• Match assignments with skill sets of others and delegate roles accordingly.

• Review staff performance quarterly, monitor certification levels and develop staff through training.

Key Accomplishments:

• Built lab areas to perform comprehensive testing, ensuring functionality and quality of technology.

• Enabled manufacturers and clients to keep up to speed with the latest products by initiating and establishing a distinct showcase setting for new technology.

• Leveraged positive relationship with vendors to gain better pricing and maintenance agreements.

• Adapted to change as needed to fit into the existing environment making sure to work always as an extension of the client.

AT&T GLOBAL OPERATIONS EMEA, Zurich, Switzerland 2003 – 2006

Premier communications holding company in the United States and around the world.

Project Director / Marketing

• Oversaw project operations including managing a technical support team of 20-45 personnel, fault reporting, monitoring network status and efficiency and leading timely implementations.

Key Accomplishments:

• Completed over 1,000 successful site deployments on a global scale for large clients including ABB, Swiss International Airlines, FRANKE, Roche and AIG Global; oversaw their network connections to AT&T’s VOIP/EVPN and MNS Global Client Service Centers (GCSC).

• Drafted and implemented a comprehensive project plan, a detailed communication matrix, change control processes, migration procedures for network deployments and installations, testing and QA.

• Improved cost of services by partnering with Technical Architects and Sales Executives to design QOS process designed to maintain a high network throughput.

• Introduced the concept and created a lifecycle team for continued client and project support.

AT&T GLOBAL OPERATIONS AMERICAS, Coral Gables, Florida 2001 – 2003

Technical / Customer Service Manager

• Oversaw provisioning, routing, procuring, testing and turning up of 100 sites per month, reporting directly to the Vice President of the Latin American & Caribbean region.

• Managed a dynamic team of regional implementation managers for the Caribbean and Latin America.

• Steered the entire lifecycle for large-scale networks from bid, proposal to implementation.

• Worked closely with key clients such as American Express, MasterCard, General Motors, Delphi, Siemens, Acer, Pearson Education, Sun Microsystems, CIBC, Wachovia and TD Bank.

• Evaluated the effectiveness and performance of 15 team members and provided training for new technologies, cost model processing and monitoring.

• Cultivated mutually beneficial and long-term relationships with vendors and local telecommunications companies

TECHNICAL SUMMARY

• Education: Suffolk Community College – AS in Business & Technology.

• Certifications: AT&T PMP/PMI, Cisco works, FDDI (XT39 Group), ATM, TP3 & 4, Timeplex link7, DTE/DCE.

• Platforms: Windows/XP, Novel/NT, UNIX, Mac OS, Core, Midas, Swift, Bloomberg, Reuters Prism.

• Hardware: IBM AS400, IBM Blade Center, DEC servers2000 (Ethernet), Sun, HP, Dell, DEC, MicroVAX, Timeplex, PlessyTelnet, Infotron, Harris, Nortel DMS, MMCS, Cisco, Bay networks, SyncReaserch, RAD, Nuera, Andrew satellite platforms.

• Networking: LAN, WAN, MAN, FDDI, SNMP, VPN, EVPN, ISDN, TCP/IP, FTP, UDP, ISDN GFN, BGP, VOIP, DCE, DTE, ISDN, X25, SDLC, Frame, SNA, Pier-to-Pier, Meshed, Star, Satellite.

• Software: Windows 2003/08, My SQL, Unisys OS2000, Word, Excel, PowerPoint, Access, Outlook, Project, Manager. Visio, Telnet, AutoCAD, ProCAD, Lotus Notes, Paradox, Centillion, HPopenview, Network General-RMON

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