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Work Background
EckmanEckman
Mar. 2024At Eckman Consulting, our vision is to empower businesses to thrive in an ever-evolving digital landscape by combining strategic leadership coaching with innovative technology solutions. We aim to inspire and equip executives and organizations to unlock their full potential, driving sustainable growth, operational excellence, and transformative success in a rapidly changing world.
Align CommunicationsSr. Mgr. Technical Project Management & Service Delivery
Aug. 2023 - Mar. 2024New York, United States• Boosted CSAT Scores 30% through strategic implementation of KPIs.
• Streamlined all operational processes from initial order creation to final invoicing, boosting account retention and overall customer journey success.
• Guided Major Incident Management while implementing Key Performance Indicators for Service Delivery and Technical Support.
• Instituted profitability reporting, proactively notifying stakeholders of margin risks.
• Led Data and Telecom System Service Delivery, improving operational methods.
• Orchestrated efficient delivery of Data Center, MSP, UCAAS, and Voice Services.
CPI Inc. COO
Jul. 2021 - Jun. 2023New York, United States• Led VOIP Operations, Engineering, Project Management, Help Desk Departments, and Billing. Also ensured revenue assurance and developed all company processes & procedures.
• Scrutinized existing Billing System thoroughly and implemented system corrections to recover unbilled products worth thousands of dollars.
• Structured teams for UCAAS, VOIP, and Call Center/CCaaS project management and support.
• Deployed Business Intelligence software to surpass departmental KPIs using industry norms.
• Assessed staff, recruited top talent, and fostered leadership within the organization.
• Founded a Product Development Team to streamline processes for new service delivery.
ComTec Systems, Inc.Vice President of Operations
Sep. 2015 - May. 2021• Increased annual revenue 25%+ and boosted profitability 40%+ with global P&L responsibility.
• Reduced billing errors 97% and cut administrative staff 60% merging telecom billing systems.
• Negotiated comprehensive contracts with Tier 1 service providers to reduce cost of goods sold.
• Constructed colocation facilities with high-grade equipment enhancing Internet and VOIP Product Lines' reliability and efficiency, reducing time-to-implementation.
• Prepared disaster recovery plans including pandemic plans (prior to COVID) and business interruption planning ensuring business continuity under any circumstances.
• Implemented a new Operational Support System (Connectwise) across the company along with a Business Intelligence System; established KPIs for all departments.
CenturyLinkLead SE - Global Markets
Dec. 2014 - Sep. 2015Philadelphia, Pennsylvania, United States• Directed design and execution of network services such as voice/data, cloud services, colocation, and next-gen unified communication for Fortune 100/500 Global Accounts.
• Participated in a strategic team that guided technology decisions company-wide; provided formal design assistance/models for both existing and prospective products.
• Established comprehensive, interactive technological training modules for corporate training programs, presenting innovative tools to enhance employee skills.
• Served as a subject matter expert on SIP (Session Initiation Protocol) and Network Security.
• Coordinated high-volume international implementations for global accounts efficiently.
DigitalSpeed CommunicationsDirector of Telecom Operations
Apr. 2004 - Dec. 2014Philadelphia PA• Deployed sDSC Core Network: Cisco 6509 aggregation switch platform, Cisco ASR routing platform, Acme Packet Session Border Controllers.
• Ensured "5-9s uptime" for customer/core networks, maintaining constant high availability.
• Oversaw Carrier Interconnections for IP/TDM/Voice & E911 Services.
• Collaborated with internal teams to manage timelines and responsibilities, ensuring successful implementation of all order types, including New & MACD orders.
• Oversaw departmental SGA's timely quality inventory management and process improvements, escalating customer experience while maintaining customer networks.
• Pioneered Product Development & Management for a business approach across all products: Ethernet, traditional & sip voice, and WAN services on/off network.
ATX CommunicationsSr. Manager Switch Provisioning
May. 2002 - Mar. 2003Bala Cynwyd PAResponsible for managing a department of provisioners to activate Voice Services: Outbound, Toll Free, Advanced Feature Services.
ComcastManager of Data Provisioning
Sep. 1996 - Apr. 2002Moorestown NJResponsible for managing a team of data engineers to design and implement high speed corporate data services: Internet, ATM, Optical Services.
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