123 Boulevard Dr., CA 99999 987.654.3210 firstname.lastname@example.org
Customer-oriented Telecommunications Manager with 13 years’ experience improving team performance through innovative leadership. Leverage in-depth knowledge of networking technologies, architectures, and platforms, with the ability to apply them to the strategic benefit of both organization and client. Proven ability to streamline, optimize, and maintain network functionality, performance, and recoverability in mission-critical environments. Highly adept at building productive teams through comprehensive constructive feedback. Specialized expertise in developing procedures and processes for new programs.
Spearheaded development and implementation of problem management program for Morgan Stanley in 2012. Established processes and procedures for HIE service desk in 2011. Developed chronic program for Capital One in 2011. Fostered new hire program for new engineers in 2008. Led 12-member disaster recovery team after 9/11 to re-establish NASDAQ connectivity.
Manager/Supervisor August 2000 to Current Verizon Cary, NC Supervise problem management and network analysis for Morgan Stanley dedicated account by directing a team of 10 IT professionals, including network engineers and major incident managers. Oversee contractual service level agreements, chronic repair, root cause analysis delivery, performance reporting, known error identification and customer relations. Provide leadership to Network Operations and Project Engineers for multiple projects, including maintaining and troubleshooting advanced WAN managed customer networks. Maintain complex managed networks and critical services by exercising sound judgment during critical outages. Train employees on all network technologies and procedures to support the customer. Extensive experience managing different key clients, including Capital One, Johnson and Johnson, ABN AMRO, Bank of America and Royal Bank of Scotland.