Technical Support ￨ Operations Xxxxxxnagement ￨ Engineering ￨ Critical Account Program Xxxxxxnagement

Team Building / Training ￨ Client / Vendor Relationships ￨ 8D Problem Solving ￨ Quality Assurance ￨ Testing

Policy Implementation ￨ Cross-Functional Leadership ￨ Resource Allocation ￨ Risk Assessment / Mitigation Efforts

Strategic / Tactical Systems Planning ￨ Full Lifecycle Project Xxxxxxnagement ￨ New Technology / Product Improvements

• Ambitious Leader who offers a background in directing dynamic teams by initiating profit-generating client strategies to xxxxxxximize impact with minixxxxxxl resource expenditures, and exhibits an ability to see the big picture.
• Top Performer who boasts above-average career results, and who can xxxxxxke decisions to reflect positively on operations in alignment with a company s vision, value, and goals to attain a significant competitive advantage.
• Visionary Professional with commendable accomplishments across global technology initiatives, and who can rise above challenges to resolve issues, streamline processes, reduce expenses / costs, and drive winning outcomes.
• Excellent Communicator who builds and sustains synergistic relationships with globally based C-level executives, business / sales / operations professionals, technical consultants, and customers; who excels in both autonomous and collaborative work environments; and who leads top staff by example and with integrity.

Director of Critical Account Program (CAP) (2014 Present)

  Capitalize on the opportunity to deliver leadership across an executive-level customer safety net when existing Avaya and / or Customer Processes fail, including consistently driving resolution, improving customer loyalty, and delivering closed loop feedback to facilitate essential change back to the business to optimize success.

  Direct a top-performing team of 17 Senior Technical Consultant professionals while collaborating with sales teams in xxxxxxnaging customer executive communications and regularly liaising among Avaya executive staff.

  Xxxxxxximize use of resources to achieve goals by xxxxxxnaging executive-level critical escalations for top strategic accounts and systemic conditions while actively focusing on urgency, leadership, and communications activities.

  Collaborate with Avaya executives to ensure that Customer Support, Business Units, and Sales Support initiatives are achieved, and own a broader root cause responsibility for action planning, communications, and resolutions.

  Conduct risk assessment and mitigation projects to ensure gaps are addressed to meet commitments.

  Collaborate with teams for wide-ranging projects and adapt quickly to diverse situations and industries.

  Identify problems, actions, and root cause delivery using escalation xxxxxxnagement processes and tools.

  Drive financial, operational, and organizational improvements by analyzing and resolving critical issues.

Senior Technical Consultant (2011 2014)

  Utilized broad scope of industry knowledge toward providing forward-thinking executive-level xxxxxxnagement for this global leading provider of business communications and technology infrastructures to 90% of Fortune 500 clients, including collaborating with senior-level xxxxxxnagement and C-level professionals to meet key goals.

  Promoted continual customer loyalty while implementing strategies to resolve wide-ranging escalated challenges.

  Collaborated with sales / support, customer support, and business units to assist stakeholders in understanding proposed business product and operational architectural solutions, as well as identifying root cause issues and focusing on deploying various company resources for immediate resolution of customer concerns.

  Negotiated with internal customers and business partners at all levels by liaising with VP of Customer Advocacy and Critical Escalations, and further demonstrated an executive presence by interfacing, leading, and communicating with CxO level customers on strategic accounts and partners to instill confidence in resolutions.

  Recognized for job excellence with the CEO Quality Champion Award.

  Developed plans to diagnose, triage, redesign, rebuild, and deploy solutions.

  Coordinated technical resources and communicated feedback to drive necessary change.

  Delivered timely resolution of issues by supervising cross-functional, geographically dispersed teams.

  Successfully interfaced with client executives regarding all escalation xxxxxxnagement processes and tool(s), and further conducted Risk Assessments and Mitigation strategies to address gaps and meet customer needs.

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Senior Xxxxxxnager of Technical Staff (2008 2011)

  Strategically steered forward progress as a Global Support Engineer, including mentoring and xxxxxxnaging a results-generating team of six engineers in the U.S. while providing Research & Development technical support regarding the firm s high-volume data, wireless networking, and conferencing products and solutions.

  Cost-effectively administered and xxxxxxnaged a team budget while recruiting and training staff in delivering services.

  Effectively developed and implemented strategies to xxxxxxximize and proactively resolve critical product issues.

  Directed solutions-oriented product support cycle, performed product assessments, and defined all client needs.

  Recognized with three Director Awards in two years for outstanding perforxxxxxxnce.

  Decreased escalations by 30% via new processes and hands-on client resolution strategies.

  Improved sales team closures by building strong client rapport and providing objective feedback.

  Led transition from three to seven team members while operating on ≤50% of staffing or budgets.

  Redesigned a support platform from the ground up, including leading product training / development and support programs for clients, strategic allies, resellers, and OEMs.

Research & Development Support Engineer ￨ Technical Staff (2001 2008)

  Played a vital role in delivering details-focused technical leadership to advise sales and technical teams on comprehensive products, services, and issue resolution strategies to collectively optimize client-based systems.

  Expertly strengthened design review programs by devising and implementing improvements that increased equipment serviceability, problem diagnosis, and root cause evaluations to meet and / or exceed core objectives.

  Conceptualized and developed communication and networking solutions to support high-volume data operations.

  Led targeted training of internal and partner staff on proper support, troubleshooting, and key testing practices.

  Decreased the escalation rate by 10%.

  Reduced lab / group costs by preparing budgets / forecasts.

  Closed new projects by building and sustaining key client relationships.

  Drove resolutions by collaborating with sales, support, and strategic partners.

  Enhanced quality and customer satisfaction by providing testing / support training programs.

Lead Engineer ￨ Project Lead Software Quality Assurance

Engineer Software Quality Assurance

Bachelor of Science in Electrical Engineering

Spirent Communications Certification ￨ Extreme Networks Associate Certification

Avaya Certified Communication Xxxxxxnager (PBX) ￨ Avaya Certified Xxxxxxintenance Engineer

Languages C++ ￨ Shell Scripting ￨ Visual Basic

Networks TCP / IP ￨ Networking ￨ LAN ￨ WAN ￨ VolP ￨ VPN ￨ BGP

Applications Microsoft Office (Word, Excel, PowerPoint, Outlook) ￨ Microsoft Access

Platforms Windows (NT, 2000, 2003, XP, Vista) ￨ Linux (Red Hat, Fedora) ￨ Solaris ￨ SunOS ￨ Novell

Operations Wireless Implementation / Design ￨ Network Analyzers ￨ Telephony ￨ Technical Writing

Hardware Cisco ￨ Juniper ￨ Router / Switches ￨ Conferencing Bridges

Media Servers / Gateways ￨ VPN ￨ Juniper ￨ NetScreen ￨ Soft / IP Phones

Excellent Professional References Provided Upon Request