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Work Background
FiberneticsSupport Escalation and IT Manager; Director level
Apr. 2018 - Apr. 2024Led, developed, and mentored a high-performing IT, customer service, and escalation team, fostering a culture of accountability and professional growth. Managed offshore support and service teams, ensuring seamless collaboration and operational efficiency. Architected and enhanced infrastructure, cloud and hybrid solutions to boost security, performance, and scalability. Implemented automation-driven initiatives to streamline operations, significantly reducing manual workload and enhancing response times. Designed and enforced IT security policies, risk management strategies, and compliance frameworks. Managed IT and Customer Service budgets, resource allocation, and financial planning with business objectives. Provided strategic insights, ensuring IT innovations supported business growth and operational efficiency. Developed multiple leaders within IT, customer service, and escalation teams, strengthening the organization’s leadership pipeline. Led customer support triage operations, optimizing ticket resolution efficiency and reducing response times by 40%. Spearheaded quality assurance initiatives, implementing structured QA frameworks to enhance service delivery.
FiberneticsManager - Residential Escalations & NEWT Level 1 Support
Mar. 2016 - May. 2018• Manage business and residential support help desk teams; work distribution; set team priorities; analytical metrics reports • Monitor and develop schedule for business and residential support teams; payroll management liaison to finance dept. • Coordinate with Quality Assurance to develop and implement training processes for current employees and new hires • Work with call centers around the world to provide mentorship/guidance & training • Initiate and present projects to senior executives including Chief Technical Officer and Vice President to streamline call center operations
FiberneticsManager - Residential L3 Support
Apr. 2015 - Mar. 2016• Managed cadre of professionals involving task delegation while providing team support and payroll reports • Responsible for new hires/additions, disciplinary action, and team accountability • Implemented new support tools, streamlining support processes aiding frontline call center agents and trained agents providing consolidated and fluid customer experience from start to finish • Reported quarterly results pertaining to support issues with goal of affirmatively improving customer experience
FiberneticsTeam Lead - Level 3 Escalation Support Specialist
Feb. 2013 - Apr. 2015• Reported to team manager with team status reports along with potential network issues/outages • Reviewed the team’s workload, prioritized and assigned work accordingly • Resolved escalation calls in timely manner and under budget • Developed processes and articles for call centers at various locations on a global scale
FiberneticsLevel 3 Escalation Support Specialist
Feb. 2012 - Feb. 2013• Controlled and resolved escalated customer facing issues on a daily basis • Provided premium levels of support to our Residential and Business customers • Troubleshoot using various tools (Metaswitch, Calix, Procera) • Oversaw network usage on the network backbone for our core services (DOCSIS, ADSL/VDSL, Telephony)
FiberneticsTechnical Support Representative
Apr. 2010 - Feb. 2012• Troubleshoot & repair ADSL loops using PPPoE line isolation tests, DEMARC testing • Troubleshooting additional hardware devices including: DSL/Cable modems; ATA devices • Diagnosed and repaired IP PBX systems utilizing multiple programs including Asterisk & Linux • Tested and solved call routing issues utilizing Metaswitch, call traces, and Porta One environments
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