David Calabro

Experience

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  United States Army

  Jan 1993 - Jan 1995

  Cannon Fire Direction Specialist

  A Cannon Fire Direction Specialist is a member of the Army’s field artillery team. Artillery are weapons that fire large ammunition or missiles and are used by the Army to support infantry and tank units in combat, as well as protect land and sea forces from air attack. The Cannon Fire Direction Specialist is primarily responsible for leading, supervising or serving as a member of a field artillery cannon unit.Duties include; Establish, maintain and operate communications systems, Assist in the preparation of computer centers for operation, Prepare field artillery tactical data systems for operation, and Determine target location using computers or manual calculations. Show less

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  Time Warner Cable

  Mar 2006 - Oct 2015

  ● Oversaw learning and development, creating and leading technical workshops.● Developed and implemented new hire training.● Coordinated and collaborated with border partners, engineering, and vendors on implementation of new alarm monitoring for the NOC.● Oversaw content management. Creating, maintaining, and deployment of documentation (policies, procedures, and job aids), ● Conducted SharePoint administration functions including creation and maintaining of team sites and the development and implementing of SharePoint-based solutions using; multiple types of lists, calendars, document libraries, web parts and workflows. Show less ● Conducted monitoring, troubleshooting and tier 1 break fix of NVT Video services and TWC application.● Developed, authored, implemented, and maintained Standard Operating Procedures (SOP), Methods of Procedure (MOP), job aids, policy and procedure documents.● Lead training/workshops for Associate Video Engineers and NOC Technicians. ● Lead fix bridges and/or collaborated with cross functional teams to quickly resolve internal and external customer issues.● Created follow up dashboards for multiple groups to track incoming and outgoing tickets. Show less ● Managed and implemented 24X7 day-to-day proactive monitoring and support for the Network Operations Center ("NOC") to include both residential and commercial (CTBH, PRI, DA, BCE and Regional Carriers) services for the East Region. ● Organized and supervised network operations center analyst staff responsible for timely declaration and escalation of unplanned and planned outages, including the associated data collection.● Monitored and made recommendations on performance measurements, processes and procedure changes to improve support and/or gain business efficiencies.● Assisted in creating network statistic reports (i.e. Network reliability & availability, Mean time to repair, Number of outages by Area, Outage cause analysis, etc…).● Established and maintained relationships with Commercial Support Centers, Global Network Operations Center, Regional Engineering, and Commercial Support teams to ensure that organization is exceeding customer’s expectations with our commercial products, services, and support. Show less ● Built and trained a new department of outbound techs, ensuring team had the proper skills and ability to handle calls timely and provide proper resolution of technical and customer service issues.● Provided strong positive leadership in a fast-paced ever-changing customer service environment.● Provided guidance and understanding of the administering policies and procedures related to pre-calling trouble calls.● Exceeded department goals by eliminating waste of material, human capital and other overhead costs. ● Identified the deployment of unnecessary truck rolls, saving the company $900,000 in unnecessary truck rolls in two years.● Developed and implemented SOP for the outbound department. Show less ● Provided technical leadership in a customer focused environment to support residential and commercial video, high speed data and telephone products.● Conducted interviews, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.● Created Summary and trending reports of technical issues for use by engineering, technical ops and customer service.● Monitored Call Center tracking systems to ensure adherence to schedules and call management.● Acted as an intra-company technical liaison between customer service and other departments.● Created training material for PSR promotion training. Show less ● Key contact for many activities related to the service of the Digital Phone product. Interacting with the GNOC, Syracuse RDC staff, CLEC staff and TWC Customer Service on a daily basis.● Created and implemented digital phone training material for technical support staff.● Monitored telephony network performance and review of all Digital Phone trouble tickets. Conducted both individual and group training for digital phone material and procedures. ● Reported network activity to the General Manager, Digital Phones.● Local support for voice network upgrades and maintenance. Perform end user testing of calls or features as required.● Assisted as a technical liaison with equipment and product vendors associated with our products and services.● Provided technical support for customers using Road Runner high speed online, AOL and Earthlink broadband services, wireless networking and Time Warner Cable digital phone voice over IP service. ● Assisted customers in resolving hardware and software problems with their PC’s and connections. ● Supported Road Runner Business Class commercial customers with a variety of products including web hosting, mail hosting, domain name services, managed security, content filtering, and high speed direct fiber connections.● Provided technical assistance to service technicians and engineers performing installations and service work at customer locations. Show less

  • NOC Support Engineer

    Sept 2014 - Oct 2015

  • Video Engineer

    Sept 2013 - Sept 2014

  • NOC Supervisor, Commercial & Carrier Operations / Supervisor Surveillance & Event Management

    Dec 2011 - Sept 2013

  • Regional Outbound Technical Support Supervisor

    Aug 2009 - Dec 2011

  • Technical Support Supervisor

    Feb 2008 - Aug 2009

  • Advanced Technical Operational Specialist / Broadband Network Analyst for Digital Phone

    Mar 2006 - Feb 2008
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  Charter Communications

  Oct 2015 - Jul 2017

  Sr. Knowledge Management Analyst

  • Responsible for designing, developing and maintaining knowledge management systems and processes for a global consulting firm• Collaborated with subject matter experts, project managers and clients to identify, capture and share best practices and lessons learned• Created and updated knowledge assets such as case studies, white papers, templates, tools and methodologies• Conducted regular quality audits and feedback sessions to ensure the relevance, accuracy and usability of knowledge resources• Trained and coached staff on how to access, use and contribute to the knowledge management platform• Analyzed usage data and user feedback to measure the impact and value of knowledge management initiatives• Contributed to the continuous improvement of knowledge management strategies, policies and standards Show less

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  Welch Allyn

  Jul 2017 - Oct 2018

  Lead Customer Support Rep

  ● Resolved complex customer issues and escalated them to the appropriate departments when necessary● Implemented operational support policies and procedures to improve efficiency and customer satisfaction● Trained new hires on customer support best practices and software tools● Monitored and analyzed key performance indicators and provided feedback and coaching to the team● Provided Operational / Knowledge Management support, including IT support to call center agents, content management, training, metrics reporting, data analysis, and SharePoint administration Show less

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  Greenlight Networks

  Oct 2018 - Jun 2021

  • Overseeing the daily operations of the network operations center (NOC) and ensuring the availability, performance, and security of the network infrastructure• Managing a team of NOC technicians and engineers, providing guidance, training, and feedback• Developing and implementing policies, procedures, and best practices for the NOC, including incident management, escalation, reporting and documentation• Coordinating with other IT teams, vendors and stakeholders to troubleshoot and resolve network issues and support projects• Monitoring and analyzing network performance metrics, trends, and alerts, and initiating corrective actions as needed• Evaluating and recommending new technologies, tools and solutions to improve the NOC's efficiency and effectiveness Show less

  • Director Of Network Operations

    Feb 2021 - Jun 2021

  • Director of Customer Operations

    Feb 2020 - Feb 2021

  • NOC Manager

    Oct 2018 - Feb 2020
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  ANS Advanced Network Services LLC

  Jun 2021 - now

  • Achieved $200,000 in Operational Cost Savings: Identified inefficiencies and implemented targeted process improvements and staffing optimizations, delivering significant cost reductions without compromising service quality.• Led NOC Transition to New Monitoring and Ticketing System: Conducted comprehensive decision-making analysis to select and implement advanced platforms, streamlining workflows and improving system reliability.• Streamlined Monitoring and Ticketing Processes: Enhanced operational efficiency and incident response times through the integration of modern tools.• Improved SLA Compliance: Leveraged new systems and refined workflows to ensure adherence to Service Level Agreements, boosting client satisfaction and trust.• Optimized Team Performance: Developed and executed training programs to upskill staff in new tools and processes, ensuring seamless adoption and improved operational readiness.• Enhanced Decision-Making Frameworks: Applied data-driven analysis to evaluate system performance, guide technology investments, and improve the NOC's overall strategic alignment.• Fostered Collaboration Across Departments: Coordinated with IT, engineering, and client teams to ensure a unified approach to monitoring, ticketing, and incident resolution.• Increased Operational Resiliency: Designed processes to minimize downtime and ensure consistent service delivery, even during high-demand periods. Show less • M365 Administrator• Manage user permissions, security settings, and access levels• Monitor system performance, availability, and reliability• Backup and restore data and applications• Implement and update M365 policies, procedures, and best practices• Provide technical support and guidance to end users and stakeholders• Oversees the creation, storage, and dissemination of organizational knowledge• Develops and implements knowledge management strategies and policies• Facilitates knowledge sharing and collaboration among employees and stakeholders• Evaluates and monitors the quality, usage, and impact of knowledge assets• Identifies and addresses knowledge gaps and needs Show less • Managed and coordinated national projects and supported the improvement of construction practices. Secured project resources such as budget, teams, and tools• Collaborated with project managers to plan project schedules, budgets, and goals. Supported ongoing project workload and new project development• Oversaw wireless construction projects and oversaw all engineering, procurement, and construction activities of multiple projects• Worked closely with Project Coordinators, PM, CM and Foremen’s to complete projects on time and maintain professional relationships with clients, subcontractors, partners, suppliers, agencies, and other project stakeholders. Enabled communication across different projects and cross-functional teams• Communicated with stakeholders (including program managers) and project team members to ensure goal alignment• Ensured project progress by motivating team members, resolving issues, and leading quality assurance Show less • Responsible for overseeing the operation and maintenance of the network operations center (NOC)• Manage a team of technicians and engineers who monitor, troubleshoot and resolve network issues• Ensure compliance with service level agreements (SLAs) and quality standards• Coordinate with other departments and external vendors to ensure optimal network performance and availability• Develop and implement policies and procedures for the NOC• Provide regular reports and feedback on the NOC's performance and improvement areas Show less

  • Senior Director of NOC Services

    Aug 2024 - now

  • Knowledge Manager / SharePoint Administrator

    Aug 2022 - Oct 2024

  • Program Manager / Director In-Building Wireless

    Dec 2021 - Aug 2023

  • Director Of Maintenance and Monitoring / NOC

    Jul 2021 - Dec 2021

  • NOC Manager

    Jun 2021 - Jul 2021