Network Operations Manager
Resume:
WILLIAM BARR
Riverton, NJ *****
**********@*******.***
cell 609-***-****
CAREER OBJECTIVE & PROFILE
Executive level - Technical Management position with a company that encourages excellence from its employees. I am a seasoned Technical Manager with extensive experience in Networking and the Delivery of Customer Services. I have a mature understanding of technology and am particularly focused on:
· Developing a partnership with customers to ensure their expectations are exceeded.
· Developing staff to work as a team that is
focused on fulfilling the customers’ needs.
· Working closely with sales to ensure customer’s specific needs are addressed.
· Performing extensive discovery with a new customer to fully understand their requirements.
PROFESSIONAL EXPERIENCE
HARBOR TECHNOLOGIES, A COMM-WORKS COMPANY Mt Laurel, NJ 2006 - 2010
Cisco Gold Partner with Practices in VoIP, Security, WLAN, and Switching & Routing.
Manager Services Delivery
Provided leadership and direction to the Services Delivery Team, constantly maintaining a focus on Customer Satisfaction. Managed staff, scheduling, and training in support of a 24x7x365 Help Desk and NOC located in Mt Laurel, NJ. Performed lead role in discovering the customer’s requirements, crafting the Statement of Work, and defining the details of services to be delivered. Scheduled Engineering and Project Management staff to fulfill the service delivery requirements.
· Performed monthly analysis of the effectiveness of the Service Delivery Team in meeting the Customer’s expectations, with results attained showing better than 98% attainment of all SLA’s over the past 12 months.
· Analyzed the profitability of all Service Delivery activities, with results showing net profitability averaged 28% of the total billing.
· Evaluated and reported on the effectiveness of the Help Desk in promptly answering customer calls, with results attained showing better than 99% of all calls answered within 30 seconds.
· Tracked the billable utilization of the Professional Services staff over the past 12 month period, with results showing 62% of total available engineering hours produced revenue.
DECISIONONE Frazer, PA 1995 - 2006
North America’s largest vendor independent technology maintenance provider
Manager Network Services 1996 thru 2006
Managed a 24x7x365 multi-vendor, multi-location Technical Assistance Center (TAC) and Network Operations Center (NOC) with a staff of 15 Network Engineers and 12 Analysts. Provided pre-sales technical support for potential customers, crafted Statement of Work (SOW) for new opportunities, and managed the vendor partnerships with Cisco, Microsoft, Nortel, 3COM, and Check Point as well as the engineering training to maintain the vendor certifications.
· Led Project Management for the implementation of a Tele-Commuter program for INTEL’s developers, resulting in the completion of the Project ahead of schedule and below budget.
· Defined and implemented the corporate approach toward delivery of support for networking customers, resulting in increased sales.
· Performed Project Lead role to define and implement a “Virtual Call Center” in National Tech Support, resulting in less office space required in headquarters.
· Developed and managed operational budgets (personnel and capital equipment), resulting in completing each fiscal year under budget
Lead Network Engineer 1995 thru 19/96
Mentored team members on internetworking concepts and application specific issues. Supported sales staff by providing technical training and documentation.
· Diagnosed and resolved network problems remotely and on-site as required.
· Provided project management and on-site support for the implementation of networks sold by sales.
GANDALF SYSTEMS Delran, NJ 1991 - 1995
Manufacturer of Data-Communications Equipment
Supervisor Network Support Center 1994 thru 1995
Responsible for a staff of 7 direct reports providing phone support for North American-based customers, salesmen, resellers, and field engineers.
· Managed the escalation of equipment problems to engineering for resolution.
· Provided second and third level support (on-site if necessary) for Gandalf’s line of LAN/WAN Internetworking products and legacy Infotron Statistical Multiplexors.
· Managed the service delivery for major Gandalf customers such as Lotus and Intel.
· Developed and implemented escalation procedures, travel policies, and a new Field Service Call Tracking System.
Network Engineer 1991 thru 1994
Provided second level phone support on Gandalf’s line of LAN/WAN Internetworking products and legacy Infotron Statistical Multiplexors. Dispatch field engineer as required to resolve the problem. Provided on-site third level support as required. Worked with Engineering to resolve customer problems escalated from the field.
EDUCATION
Stevens Institute of Technology
Associates/Technology
Villanova
Course work completed.
Ryder Tech
Computer Repair Technology certification
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