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Career Profile


Dedicated and accomplished Strategic Leader with 20+ years of experience, a solid track record of achieving exceptional levels of productivity, and a demonstrated background in improving efficient business operations. Equipped with an ability to manage daily operations within a variety of environments, handle technical support operations, and diffuse complex customer service situations. Offer solid supervisory abilities with experience in leading large-scale operational projects, handling implementing innovative standard operating procedures, and building motivated teams.  


Key Competencies


Customer Service/Support Team Leadership/Motivation Technical Support Self-Motivated

Project Management Strategic Operations Planning Network Operations Resource Optimization

Root Cause Analysis Policy Development Strategy Alignment Stakeholder Management


Professional Experience

Broadview Networks                                                                                            September 2000-Present

Director, Network Operations (2014-Present)

  Direct daily operations within a fast-paced environment with a focus on increasing productivity and productivity levels  

  Provide both escalation and technical support 24 hours per day to NOC, carrier, and customer operations teams in addition to creating effective preventative maintenance and deployment plans

  Review and update plans on a weekly, monthly, and/or quarterly basis, generate detailed metric reports, and analyzed network outages, availability, and software deployments

  Monitor network/system performance and schedule repairs, make appropriate technical recommendations, and handle network optimization logistics

  Work closely with internal departments during the review and modification of network systems, identify potential cost savings, and execute both migration and reduction functions


Manager, Network Operations (2006-2014)

  Oversaw network operations call center which included designing and implementing innovative technical strategies and defining internal standard operating procedures

  Coordinated weekly/monthly staff schedules, reviewed time cards, and successfully minimized labor expenses such as overtime


Supervisor, Customer Repair (2004-2006)

  Supervised network operations within a 24/7 environment which required leading a team of employees, providing coaching/training, and handling IT related issues

  Monitored daily call-center activities which required triaging escalated tickets, identifying appropriate technical solutions, and verifying completed services such as testing circuits, equipment, and network systems 


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Professional Experience Continued:

Broadview Networks Continued:

Network Technician (2000-2004)

  Provided repair and installation services within a corporate environment which centered on setting up new systems and troubleshooting existing equipment


Certifications & Training


Six Sigma Green Belt Certification, Villanova University


Training Includes: Cisco UCS Virtualization Test Drive, Cisco CCNA Training/Boot Camp, Northern Telecom 250 Maintenance and Provisioning, Meta Switch CA 9020 & MG maintenance and troubleshooting, Northern Telecom CE6C DS3 Protection Switch Equipment, Titan 5500 Provisioning & Maintenance, Northern Transport Node Operations & Deployment, Fijuitsu Lightwave Multiplexer FLM Deployment and Provisioning, TI and T3 Testing, Nortel DMS 100/250 Troubleshooting, and Turin/White Rock Deployment


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