Customer service, pre/post-sales engineering, managed service reporting analysis, product marketing
Results-oriented Telecommunications Technical Program Manager with demonstrated success in customer service, pre/post-sales engineering, managed service reporting analysis, product marketing implementation and channel marketing positions. Expertise includes ensuring optimum quality customer service assurance and delivery, developing/delivering proactive monthly managed services analysis reports, and delivering new product training/overview presentations for sales and managed services customers. Areas of recognition, expertise and excellent track record are as follows:
* Service Delivery / Assurance * Proactive Managed Services Reporting / Trend Analysis Product Marketing-Implementation * Channel Marketing-Product Launches * Excellent Oral and Written Communications
SERVICE DELIVERY / ASSURANCE * Proactively reviewed/revised Incident Management and Managed Services escalation processes for PA Gov-Ed customers, in successfully reducing major incidents, outages, and driving increased customer loyalty and contract retention by nearly 75% * Reviewed/developed special procedures documentation for Managed Services operations and Incident Management to ensure critical sites/circuits are flagged proactively, resulting in reduction of catastrophic outages by nearly 50% * Provided Root Cause Analysis` and Reason for Outage Documentation post outage time utilizing excellent written communications skills: o Reviewed network hardening/diversity options to minimize future outage impact o Researched trouble-handling process breakdowns and instituted corrective actions * Reviewed/revised joint customer helpdesk and Verizon Incident Management/Managed Services trouble-handling processes and corrective actions improving joint communications * Helped to maintain and maximize managed services revenue growth for PA State/County Gov-Ed customers-as demonstrated by Verizon being awarded 2 consecutive multi-year PA Gov-Ed Verizon contract extensions (1994-2011).
PROACTIVE MANAGED SERVICES REPORTING / TREND ANALYSIS * Managed generation and delivery of 15 Legacy Verizon Managed Services customer reports containing monthly bandwidth performance/trend analysis increasing network up-sells by 50% o Highlighted network bottlenecks providing network upgrade recommendations o Provided Executive Summary Graphs to Gov-Ed CIO Team/s, utilizing excellent written and presentation skills; invaluable in highlighting monthly network availability for Government Executives
PRODUCT MARKETING -IMPLEMENTATION * Successfully assisted Product Management in New Product Marketing Implementation efforts: o Helped drive implementation requirements enabling Verizon to become Cisco`s first ATP/RNO Service Partner for Cisco IP Telephony o Ran Verizon new product implementation campaigns for the official launch of Verizon Managed Wireless, Managed ATM & Managed WAN/Router Offerings resulting in increased managed services sales by nearly 50%
CHANNEL MARKETING -PRODUCT LAUNCHES * Delivered new Verizon Managed Services product training, overview presentations and customer event support, utilizing excellent written, oral and presentation skills, for: o Remote Access Work @ Home Solutions and Services Launch o Managed Security, VPN and Dedicated Internet Services o Fault, Performance, Configuration Site-Watch Managed Services o Customer Managed Services presentations/remote & live NOC Tours * Results included increased sales in Remote Access & Managed Services by nearly 60%