Tony Creamer

Experience

• 

  Northern Telecom

  Mar 1987 - Mar 1990

  DMS Technician/Lead

  Installation of DMS 100/250 central office equipment, site personnel/contractor management and installation quality control.

• 

  Davel Communications Group, Inc.

  Mar 1990 - Oct 2003

  Responsible for several groups which included Technical Support, Rate and Programming Support, Telecom Support, Operations Support and others which supported 30-36 branch offices and 400+ field technicians. The last 18 months I also managed Davel's IT groups. I left due to the office relocation to Cleveland, OH.2002-2003 Served as transitional advisor on a contract basis Responsible for Harris 20/20 based Long Distance network that supplying 0+, 1+ and 800 services to a payphone base from 15,000 to 75,000 payphone. During this time I also maintained strong influence on Davel's Technical and Operational support groups. Implemented and managed a HQ based company wide Technical support group for support of sub-office and field technicians. Helped manage payphone and AT&T repair and production facility along with training and managing repair technicians.

  • Director of Technical Services

    Jan 1999 - Oct 2003

  • Manager of Network Operations

    Jan 1995 - Jan 1999

  • Manager of Technical Support

    Mar 1992 - Jan 1995

  • Assistant Production Manager and Lead Technician

    Mar 1990 - Mar 1992
• 

  Switch and Data

  Apr 2007 - Oct 2010

  OAM Technician II

  Responsible for the monitoring and management of remote core power and environmental systems with direct customer interaction as a service desk agent.

• 

  Equinix

  Apr 2007 - now

  Enabling success for a 400+ global Customer Care & Experience organization providing tier 1 & tier 2 support to improve Customer Experience to drive business success by leading a global function exceeding customer satisfaction by 31%:• Manage systems deployments, enhancements, and integrations using standard project management tools and best practices• Champion business-supporting system changes benefiting the Customer Service organization and impacted global cross-functional stakeholders. • Appropriately prioritize projects and enhancements based on business need• Effectively communicated & worked with IT and cross-functional business partners at all management levels• Support status reporting and dashboards for stakeholders and leadership teams by providing timely periodic updates on all pertinent activity• Using standard lean six sigma practices and methodology, gather hard data & analysis to develop project charters• Develop BRDs [business requirement documents] for enhancement requests, and manage cross-functional and cross-regional reviews and BRD approvals.• Work closely with IT BSA and Dev team on solution design and throughout the development process• Responsible for UAT [user acceptance testing] planning and execution including identifying resources, developing & assigning test cases, coordinate testing across multiple locations globally• Post-deployment analysis and monitoring to assess project value after deployment• Identify gaps and issues in the end to end process and make improvement recommendations to streamline project activities• Maintain and manage Customer Care process, procedures and related documentation in a global share point environment Show less • Responsible for program delivery of multiple related projects in order to support the Customer Care functional strategy• Delivered and developed program & project status reporting , KPIs and metrics• Follows up and presents final project proposals• Facilitates meetings with cross functional business leads and drives actions to completion• Applied a range of approaches to planning and gathering information in which to develop/facilitate/lead more complex Business Cases, plans and schedules (i.e. ROI)• Ensured a clear understanding of stakeholder needs in order to build effective relationships and drive solutions• Used a variety of communications methods to deliver information relevant to the audience and project needs• When faced with issues applies lateral thinking and analyses available information to solve problems and engages with teams to resolve Show less • Recruited, hired, trained, and motivated a 20+ Global Service Desk team• Provided mentorship to increase competencies of direct reports• Developed training strategy for own team, integrating with broader global team and objectives to ensure staff have the needed skills• Created and maintained an environment where specialists are motivated and empowered to create exceptional service;• Create processes, which assured consistency and efficiency in service delivery• Monitored performance to ensure quality call handling• Drove business/regional needs with minimal direction• Responsible for building relationships with local cross-functional peer and senior leadership• Responsible for engaging with key offshore partners• Engages in customer escalations as needed• Responsible for driving and improving customer satisfaction scores for their overall team• Understands changing business needs from cross functional teams and identify impacts to the team Show less

  • Global Principal Technical Project Manager

    May 2018 - now

  • Manager, Global Customer Care and Experience Enablement

    Jan 2016 - May 2018

  • Customer Care Program Manager

    Oct 2012 - Dec 2015

  • Lead, Global Service Desk

    Apr 2007 - Oct 2012