John Pritchard

  • Greenville SC
John Pritchard

Summary

Telecom industry veteran with 20-plus years of experience in research and development, engineering, operations, and customer-facing organizations. Adept at departmental management, technological evaluation, product and business case development, budget management, and vendor negotiations. Servant leadership minded. Focused on developing relationships, measuring and managing to business objectives, managing network evolution initiatives, improving processes, performance and communication.

Objective

To obtain a challenging and rewarding position of leadership with a forward thinking service organization where my experience can be leveraged to provide exceptional service, bring new products and services to market and create engineering and operational centers of excellence.

Work History

Work History
Feb 2003 - Present

Sr. Engineer

Windstream Communications

VoIP Architecture specialist focused on new product development in the areas of Unified Communications, Fixed Mobile Convergence, and Call Center Apps as well as key network improvement initiatives and upgrades.

Previous positions with the merged entity of  Windstream / NuVox / FDN :

Chief Architect – NuVox

NuVox acquired by Windstream

Collaborate with business executives on various network technologies and deployment strategies.Provide capital and operational budget guidance for inclusion in business cases and ROI decisions.R&D solutions for a variety of technologies:  VoIP, IPTV, ADSL2+Bonding, VDSL2, Ethernet First Mile over Copper, reservation-less audio/web/video conferencing, SS7 & SIGTRAN traffic monitoring & analysis, data center virtualization, cloud services, software as a service, infrastructure as a service, platform as a service.Lead Architectural liaison during the Cisco Managed Services Advanced Channel Partner Certification Audit.

Director of IP OperationsNuVox

  • Led a 24x7x365 Tier 3 NOC support organization responsible for all SIP VoIP and IP-MPLS network elements across 16 states serving 225,000 VoIP lines and 9 Gbps of Internet transit.
  • Reduced equipment-related measured-outages by 68% by executing an aggressive software upgrade plan of key platforms: Acme Packet, Broadsoft, Cisco, Empirix, Sonus, Sylantro
  • Grew Cisco 7200 router fleet by 33% while also eliminating legacy ATM platforms to improve network reliability.
  • Reduced Cisco router troubles from 1.25% to 0.5% per month in 1 year.
  • Managed a $7M SG&A budget, which included $2.7M in personnel costs for a staff of 34, reducing overtime expenses from 2.5% to 1.8%.  Negotiated $4.1M in annual vendor maintenance contracts.
  • Built a Security Operations Center (SOC) to provision and support all managed firewall customers and provide guideance to corporate security.  Grew managed firewall customer base by 900 accounts under headcount constraints.
  • Saved over $1.5M annually in Toll and PBX fraud through aggressive detection and prevention measures.
  • Supported the top 30 complex customer accounts (over 200 locations) representing $12M in annual revenue.
  • Developed the company’s current SLA measurement and calculation methodology.

Director of Server OperationsNuVox

  • Led a team of Unix and Windows system administrators responsible for over 750 servers in geographically diverse data centers.
  • Improved efficiency by implementing an on-line change control approval system.
  • Efficiently managed a corporate Help Desk for PC and application support as well as Avaya IP PBX telephony system administration for over 1,700 employees located across 16 states with a 175-to-1 employee to help desk technician ratio.
  • Negotiated $2.8M in vendor maintenance contracts, Dell PC leases, and licensing of Microsoft and Oracle products.
  • Managed a $1.5M CapEx budget and a $9M SG&A budget including $2.9M in personnel costs, $1.4M in office maintenance, and $1.3M in telecom expenses including corporate cellular service plans.
  • Led the integration of FDN and NuVox IT teams during merger.

Director of Technology DevelopmentFDN

FDN aquired by NuVox

  • Spearheaded evaluation, selection, and contract negotiation of all next-generation network platforms.
  • Efficiently executed a strategic $5M network over-build using Calix C7 Broadband Digital Loop Carriers, Redback SE400 routers, Foundry Gigabit Ethernet Switches, and a distributed Class 5 VoIP soft-switch from MetaSwitch.  Responsible for engineering and operating the core network.
  • Direct report to the CTO and presented regularly to the COO, CFO, and CEO regarding $5M strategic technology investments.

Manager of Data Network OperationsFDN

  • Led a Tier 3 Data NOC responsible for 20,000 MGCP VoIP lines, 15,000 broadband Internet access customers, and 5 BGP Internet upstream connections serving 5 major markets.
  • Responsible for departmental hurricane preparedness and disaster response during 4 hurricanes.
  • Efficiently managed $3M CPE budget. Forecasting, purchasing, inventory, warehousing, testing, standardization and customer returns.  Managed outsourced field operations vendors and equipment inventory levels while monitoring quality of work.
May 2001 - Jun 2002

Director Trouble Management Center

IP Communications
  • Directed the day-to-day operation of a three-tiered trouble management center responsible for customer facing technical support on T1, DS-3, DSL, Internet, and VPN services.
  • Managed 35 employees in a call center environment handling 5,500 calls/month & 1,500 tickets/month.Reduced ticket volume 60%, ticket age 70%, & MTTR 80% in 6 months.
  • Bankruptcy forced company to cease operations.
Nov 1999 - May 2001

Director of NOC & Service Activation

@Link Networks
  • Directed daily operations of a 24x7x365 Network Operations Center (NOC) and a Provisioning Center in support of T1, DS-3, DSL, Internet, Web/E-mail Hosting, and VPN services.Managed 80 personnel.
  • Designed and built-out a fully functional NOC in 90-days.
  • Reduced cost by eliminating an under-performing center and incorporating workload into new center.
  • Bankruptcy forced company to cease operations.
Mar 1998 - Oct 1999

Director of Technical Operations

CoServ Communications
  • Led all technical operations through active, hands-on, management of a true facilities-based start-up CLEC providing comprehensive Voice, Cable TV, Data, and Internet Services in the DFW Metroplex.
  • Oversaw Central Office, CATV Head-End, Copper and Fiber Outside Plant build-outs at this green-field company, including the turn-up of serving electronics for new subdivisions and office buildings.
  • Managed DMS-500 central office switch technicians, telephone field technicians, SONET technicians, CATV technicians, CATV head-end engineers, server administrators, warehouse personnel, dispatch center, plant facility assignment center, and switch translations.Recruited and hired 95% of the staff.
  • Company assets are now a part of Grande Communications.
Aug 1993 - Mar 1998

Regional Director of Engineering

WorldCom

Held increasing levels of responsibility from CenturyTel’s ILEC corporate headquarters to its CAP/CLEC subsidiary Metro Access Networks (MAN) and then through intensive merger and acquisition activity involving WorldCom, MCI, Brooks Fiber Communications, and Metro Access Networks.

Regional Director of EngineeringWorldCom acquired Brooks Fiber

  • Managed $50-90MM CAPEX budget for the Brooks-WorldCom Texas region.
  • Directed Inside Plant, Outside Plant, and Application Engineering teams.
  • Met regularly with peers to determine best practices and report on network integration status.
  • Company assets are now a part of Verizon.

Systems/Sales Engineer - Brooks Fiber acquired MAN from CenturyTel

  • Built a fully functional Internet service in 11 days.
  • Designed and built ATM and Frame Relay networks in less than 6 months for $3M
  • Responsible for technical sales support for ATM, Frame Relay, Internet, and Transparent LAN Services.Help sell and close the first customers for each product set.

Advanced Technology EngineerCenturyTel (CenturyLink) then transferred to MAN

  • Evaluated technologies, conducted field trials, and developed business cases to support the deployment of new technologies and products.Subject matter expert on ATM, Frame Relay, & Internet.
  • Sold the company’s first Frame Relay network to a bank in Ohio in two trips, saving the account.
Jun 1992 - Aug 1993

Engineer

Utilities Telecommunications Council
  • Prepared FCC applications for microwave and land mobile radio licenses.Performed topographical RF coverage studies.
  • Re-designed the business process and reduced standard cycle time 99.4% and reduced overall project backlog from 3 months to 3 days gaining widespread praise from member companies.

Education

Education
1985 - 1992

Bachelors of Science in Electrical Engineering

University of Louisiana at Lafayette

Vice Chairman of the IEEE student branch

Obtained summer internship

Achieved Dean's List

TEAMS member

Certifications

Certifications
2010 - 2010

ITIL® v3 Foundation

Examination Institute for Information Science