Experience

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  Time warner cable

  Apr 2001 - Mar 2006

  Enforced Road Runner Acceptable Use Policy and educated subscribers and customer-facing staff about cyber-security.Process complaints from other organizations/ISPs. Aid the legal department in the identification of subscribers under criminal investigation.Interfaced with law enforcement/others relating to information requests/subpoenas related to criminal/civil investigations. Ensure quality customer care and resolution of customer issues.Provide training to new employees on processes and technologies.Served as the “go-to” group for residential internet/phone products and related processes, and supported field technicians and call center escalations. Vendor management of broadband-related products includes cable modems, network adapters, wireless equipment, and eMTAs for digital phone. Acted as the primary point of contact for customers, conveying their feedback to management to enhance future service quality.Provided regular updates to customers while resolving their issues or answering their questions.Trained colleagues on internet products, services, billing systems, soft skills, and technology.Successfully upsold TWC’s high-speed internet services, performed data entry, and provided help desk support.

  • Security Coordinator

    Jul 2005 - Mar 2006

  • Tier 3 PC/Network Specialist

    Apr 2002 - Jul 2005

  • Tier 1 Client Care Professional

    Apr 2001 - Apr 2002
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  Time warner cable business class

  Mar 2006 - Dec 2012

  Oversaw the service delivery and field support of Dedicated Internet, Ethernet, SONET, TDM, and wireless services monitoring and maintaining thousands of connected devices.Created bill of materials, designs, and statements of work for WiFi projects.Participated in and led process improvement initiatives.Provided regular safety checks and training.Managed related inventory and fleet responsibilities. Design Hospitality, Gov/Ed, Healthcare, large strategic, and Mid-Market EPL, EVPL, and E-LAN services for customers in local, regional, and national markets.Product and technical subject matter expert who consulted with clients, TWC sales, and TWC operations teams for data, voice, and video solutions.Accelerated Fiber construction at Time Warner Cable achieving high water marks in back-to-back years (2010-2011) for the number of construction projects. Served as a SME, administrator, and led a team of 8 team members. Captured performance metrics across the call center, plus trouble management and order management.Coordinated collaboration groups between corporate, regional, and divisional teams.Developed KPI’s and a balanced scorecard that helped our contact center achieve ranking in the top 3 of TWCBC contact centers.Recruited and developed a high-performance call center team.

  • Supervisor, Field Engineering

    Mar 2011 - Dec 2012

  • Sales Engineer

    Nov 2009 - Mar 2011

  • Supervisor of Customer Care

    Mar 2006 - Nov 2009
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  Spectrum enterprise

  Mar 2019 - May 2024

  Led double-digit top-line revenue growth YoY, which led the business unit.Oversaw Data, Voice, Video, and Security solution development for Government-Education, Healthcare, and Hospitality in 14 states with 120+ sellers and sales leaders.Developed and nurtured strategic relationships with States, large Healthcare entities, and professional sports teams.Successfully contributed to the construction and development of RFP responses, while establishing new standards for their creation.Championed and helped develop a professional development program, managed the sales funnel, developed strategic account plans, evolved Scorecard/KPI, and received a certificate in professional coaching. Show less Developed technical solutions and responses for RFPs.Directed the Sales Engineering activities with accountability for company-wide strategies and goals.Partnered with sales teams and provided product/solution needs to meet customers’ requirements.Coordinated pre-sales resources to meet client engagement activity, funnel, and participation goals.Partnered with training department members to develop and deliver technical product training.Ensured team-member designs and solutions adhered to company standards while driving to low-cost, high-quality solutions.Engaged our marketing team to use the brand standards in our sales engineering designs and established documented guidelines for client solution diagrams.Created a space for and a culture of teamwork and mentorship among the Sales Engineering team that encouraged solution sharing and knowledge transfer.Encouraged and led research to support product road mapping that developed additional revenue streams.Acted as a liaison with third-party vendors & telecommunication organizations investigating & analyzing new technology and strategies for commercial services.Developed dashboards, reporting, KPI’s, and a scorecard that is still in use in 2024.Teamed with product development and marketing to create and improve digital collateral. Show less Startup organization to boost sales of new products.Sales overlay for cyber security, managed network, and unified communications services in the states of WI, MN, NE, KS, and MO. Target segments supported were: Strategic, Healthcare, Hospitality, and Government/Education. 6 sales teams and 42 sellers across the aforementioned geography and markets.Carried monthly and annual product-based sales quota, participation rate, and activity goals.Work directly with sales, marketing, product, and operations teams to define and refine service requirements for a positive client experience. Show less

  • Director Sales Engineering | Healthcare, Government, and Hospitality/Entertainment

    Dec 2021 - May 2024

  • Manager, Sales Engineering - Strategic, Vertical, Mid-Market

    Nov 2012 - Dec 2021

  • Managed Services Specialist

    Mar 2019 - Feb 2020
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  Faith technologies

  Sept 2024 - now

  Strategic sales leader - national accounts