OBJECTIVE:

EXPERIENCE:

5/2016 - Present

Product Manager

Unified Communications Product Manager for Enterprise and Hospitality. Preparing to launch Hosted Voice into the newly integrated Charter Communications Spectrum Enterprise nationwide using the existing Bright House Networks Broadworks softswitch platform.

1/2013 - 5/2016

Product Manager

Hosted Voice evangelist throughout the organization, working with cross functional teams to maintain, enhance, and upgrade the existing platform and features. o Managed the Hosted Voice Product line for Enterprise, Hospitality and Business Solutionso Developed, tested, and launched Hosted Voice for our Hospitality channel using Broadworks and Jazz Fusion integration.I am constantly looking for ways to enhance our customers' experience and ensure ease of use.

7/2012 - 12/2012

Product Manager

Functional and technical expert and champion for all product initiatives, including training resource for internal teams and external sources. Defined and wrote feature/functionality requirements for new products and enhancements to existing products.o Tier 2 single point of escalation for all Hosted Voice applications, such as Broadsoft and Unity Kakapo.o Maintained existing product suite through collaborative testing with technicians, customers, and vendor.

4/2010 - 6/2012

Client Services Manager

Managed a growing team of Customer Service and Technical Service Representatives. Our mission was to marshal the resources to ensure customer needs were met in the areas of training, repair, Move Add Changes, and general inquiries.

1/2006 - 12/2009

Manager Project Management Support

Lead a team Project Managers supporting special internal projects facilitated by equipment end of life, and revenue generating customers. In addition, directed a small team of Project Coordinators to provide administrative, order tracking, and activation call support to Project Managers of large customer service and managed services projects.o Project Managers which handled up to 300 projects concurrently.o Project coordination support to aid in the customer care issues for a 10,000 residential business line project for a major healthcare provider.o Implemented a team website to house important contact and process documentation

1/2005 - 1/2006

Manager Line Cost Project Management

Organized a team of project managers and coordinators in a series of projects to decommission networks and reduce overall line cost. Developed, documented, and trained team on all method of procedures to determine the correct course of action on each circuit.o Contributed to annual line cost savings of over $5Mo Help prepared over 20 sites for decommission by moving and disconnecting circuits

10/2003 - 12/2005

Manager Data Optimization

Developed and maintained processes and timelines geared towards optimizing customer data circuits to a cost effective design to facilitate the decommissioning of 110 data switches. Supervised team tasked with optimizing data customers from a decommissioning switch.o Learned, trained, and documented new system procedures to support team with new function.o Optimized over 911 Network-to-Network Interfaces (NNI's) for over 17,500 Permanent Virtual Circuits (PVC's).o Reduced overall annual line cost of about $10M by disconnects and optimizations.

4/2002 - 10/2003

Manager Voice Migration team

Oversaw a team of up to 25 members, tasked with migrating voice circuits into acquiring company's database and network. Validated physical circuit records with customer bills to ensure accuracy, correcting billing systems when discrepancies were found. Established initial metrics and reporting practices.o Learned, trained, and documented new systems in order to support team with new responsibilities.o Migrated traffic from 23 DMS voice switches to facilitate their decommissioning.

5/2000 - 4/2002

Supervisor Customer Optimization

Along with a team of 25 subordinates, identified line cost opportunities via database clean up and network optimizations. Worked in partnership with Network Planning to open infrastructure as needed. Collaborated with various groups and departments within the company, to ensure proper resolution to problematic circuits.o Successfully migrated over 200 customer circuits off a failing trading partner's network to ensure continued service.o Corrected 6700 circuits that were not billed to a customer, by re-establishing billing, or disconnecting circuit.o Saved company over $10M in annualized lost line cost.

5/1999 - 5/2000

Technical Advisor Customer Service Delivery and Op

Responsible for development and communication of training materials related to process, procedure, systems, standards, and skill development with the emphasis on Circuit Design and Provisioning. Provided system requirements to IS implementation teams including end user testing to ensure functionality of system changes.o Represented the user community during the creation, and implementation of Telcordia's Service Gate for ASRs.o Relayed On-Time Performance and chronic issues to our Trading Partners via Quarterly Service Reviews.o Lead cross-functional team meetings with Voice and Data Lead Designers to identify departmental process and procedural deficiencies.

1/1997 - 5/1999

Circuit Design Engineer/Wholesale accounts

Determined work required and the design of customer circuits through core network by the creation of work orders, DLR's, ASR's and LSR's.o Created process for designing, provisioning and installing of High Speed Frame circuits.o Functioned as an acting supervisor for a period of 3 months during management transition.

10/1995 - 1/1997

Circuit Design Engineer/Grooms/Provisioning

Engineered and ordered access for all circuits necessary to the network, as well as maintaining the integrity of circuit inventories, including switch and database consolidations due to acquisitions.o Assisted in creating and writing a working document detailing the process of reconfiguring service orders.o Trained new employees on processes and procedures in order to meet WorldCom standards.

11/1990 - 10/1995

Communications Technician/Squad Leader/Supervisor

Operated and maintained a Mobile switchboard with a C/3 Packet Switch. Interpreted and used operating instructions, data base information, system diagrams to established and maintained network connectivity. Provided assistance and service for thousands of subscribers in over 20 tactical exercises. Supervised and trained up to seven personnel in the deployment, installation, operation, and maintenance of equipment. Corrected faulty work practices and operating procedures.o Cross-trained as a Radio Transmissions Technician in record time of three days and learned to operate and maintain a Radio Access Unit for mobile telephones in two weeks.o Recognized and awarded three medals for exceptional job performance.

EDUCATION:

8/2003 - 6/2007

Bachelor's Degree

Bachelor's of Science in Business Managment

11/1990 - 6/1992

Certification

Certifications, • Node Center/Large Extension Node Operators Course, US Army, 1992 • Mobile Subscriber Equipment Network Switching Systems Operators Course, US Army, 1991

9/1986 - 6/1990

High School or equivalent

Diploma, 1990 • Brookhaven High School, 1990Certificate of Specialization (Music)

CERTIFICATION:

11/2016

License Number 5855392

10/2016

License C669

11/2006

License 441093

SKILLS:

Skill Name

Skill Level

LANGUAGES:

Languages

Proficiency Level

HONORS & AWARDS:

Bright House Networks NEO Employee of the Quarter

AFFILIATIONS:

National Law Enforcement Officers Memorial Fund (N

Founding Member

Humane Society of the United States

Member

St Judes Research Hospital

Partner in Hope

Tampa Bay Business Yahoo Group

Member

ASPCA

Guardian

Project Management Institute