PROFESSIONAL SUMMARY Dedicated, driven professional, with a solid reputation for driving strategic vision and creating long - term value proven expertise in leadership, management, project management, operations and technical abilities. * Team Player, Dependable, Highly Motivated, Positive, Optimistic, and Innovative * People-oriented with excellent customer service, relationship building and communication skills * Developed and Implemented Process and Procedure to reduce 50% of service delivery errors. * Implemented Standard Ticket Practice Procedure resulting in 90%KPI performance * Provide cross training, coaching and mentoring for more than fifteen employees. * Awarded "Customer Service Award" for outstanding performance and leadership * Awarded "TSO" Award for continuous improvements for BT Portfolio. EXPERTISE AND CORE COMPETENCIES IP Cloud Service VOIP/Voice/ Cisco Routers 3500 series Customer Centric Process Improvement Inbound Call Center Operations TCP/IP, Multicast Network Management Network Operations Center

Highlights:

• Troubleshooting
• Voice
• Management
• Time Division Multiplexing
• Unix
• Virtual Private Network
• Voice Over Internet Protocol
• Wide Area Network
• Wireshark
• AVAYA