Client Care Manager of OperationsW
Network Operations Management April 2013 to Present
Client Care Manager of Operations
●Worked hand in hand with Project Management Global IPT deployment from Siemens to Cisco Platform for large commercial insurance company from transition to steady state management.
●Manage 24/7 Network Operations Center for managed services in networking, wireless, and VoIP.
●Managed various vendors for deployment and onsite support.
●Provide reporting metrics to Management to include utilization, statistics, change management, billing, and service desk ticketing details.
●Managed Help Desk Service Center by following ITIL Business Strategies.
●Assisted Program Management with day to day activities in change, asset, configuration, and risk management.
●Managed performance and monitoring metrics per customer specifications.
●Level I Engineer functions to include: VoIP, Route/Switch, and Wireless configurations and basic root/cause analysis
Project Management April 2011 to April 2013
●Consistently maintains service delivery scheduling standards for customers and Project Managers.
●Facilitate new project roll-out meeting to all team members.
●Assist Project Management with day to day activities to include: meeting scheduling and recaps, reporting metrics, assist with change / risk management.
●Escalation liaison for Sr. Project Management and Network Operations Management.
●Assist with project plan activities utilizing MS project.
●Analyze project requirement to effectively create and build project designs to include installation guides and other necessary components to ensure 100% success rate.
●Design project specifications, power points, and any other required support documentation for all new and existing projects.
●Assist Project Management with key risk, stakeholders, and task planning and implementation
Technical Assistant Center August 2009 to April 2011
●Provide ongoing personnel training, motivation, and support to achieve common daily tasks and goals.
●Manage vendor partnerships to ensure proper coordination and documentation requirements are received and maintained yearly.
●Effectively identify new technical resources when requested by Project Management and Network Operations.
●Coordinate and complete tasks when assigned by management and provide completion reports in a timely manner
●Utilize Adobe Photoshop, Flash, and Illustrator to create customer site maps and network equipment
●Interact daily with internal/external engineers to increase knowledge and understanding of projects to include network phone, and wireless installations.
● Build projects, create installation guides, support documents, and deployment roll out power points
● Coordinate new deployments to align with project management to include: scheduling cabling crews, material shipments and orders, and ensure an successful installation in network and wireless