Gregory Zanoni

Experience

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  The Computer Merchant, Sapphire Technologies, A.B. Dick Company, and Clarke American

  Oct 1983 - Jul 2004

  Senior Network Engineer / Senior Process Engineer / Network Analyst/Support Engineer / Quality Assur

  This resume covers my career prior to my employment at AT&T. Education and Training records are not included in this document. Please refer to the AT&T for those records.

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  AT&T

  Jul 2004 - now

  • Senior level technical expertise and responsibility for all aspects of technical project and program management.• Design and implement AESP (Alternate Emergency Service Provider) 911 wireline migration of AT&T trunks to new Alternative Emergency Service Providers selective routers while fulfilling FCC 911 regulatory requirements. These projects and programs are typically high value long term strategic projects that involve new and/or enhancing technology, are highly complex, and require tight coordination and integration with multiple organizations and suppliers. • Identify key internal/external stakeholders necessary for project completion and develop overall strategy for execution of high value projects. • Lead cross functional teams to complete project deliverables within the allotted timeline and budget.• Develop detailed work plans, schedules, estimates, resource plans, and status reports. • Manage the integration of vendor tasks. Track and review vendor deliverables. • Make recommendations and take action to direct the analysis and solution of major problems. Communicates to client, vendors, and leadership. Show less • Key member of the team to support the State Farm network migration to the AT&T Software Defined Network (SDWAN). Over 7500. State Farm agencies migrated and supported 24/7.• Subject Matter Expert and technical focal point for the State Farm Network Operations team (all Tiers).• Technical liaison between the State Farm Network Operations team, dedicated Service Management team, Diversified Systems Resources (3rd party assigned to work directly with local ISP's), and the AT&T Tier 2 and Tier 3 GCSC teams dedicated to the State Farm project. • Strong understanding of the SDWAN network with proven expertise with all critical applications to support AT&T SDWAN. Examples include but not limited to SDWAN Orchestrator (Velocloud), ARMT, AVWOB, and in-band or out of band access to the onsite SDWAN Flexware device. • Promoted to Chronic Case Manager March 2020. Selected for this position after mastering the SDWAN product in one year and providing professional support to State Farm Network Operations Team. Surpassed over twenty team members with at least one additional year of experience.• Recognized by peers for superior technical and customer service by winning the Exceptional Contributor Award in 2020. Show less • Cisco Hosted Collaborative Services (CHCS) Senior Technical Project Manager. I provided video subject matter expertise to a team of project managers tasked with migrating former Telepresence video customers to a suite of new products on the CHCS platform. The CHCS platform combines Cisco video and telephony systems.• Collaborated with individuals from AT&T Lifecycle Management, Sales, Core Engineering, Field Engineers and vendors in addition to customer leadership and technical contacts to deliver highly technical and complex solutions for their video services.• Responsible for managing the provisioning task to migrate customer video endpoints from Telepresence to CHCS. This includes validating data from site surveys, scheduling vendor or site engineer equipment installation, coordinating and scheduling change control and maintenance activities and leading the test and turn-up of new endpoint(s) to the CHCS platform. I was also responsible for sending the Hand Over into Production (HOIP) notification to the AT&T Service Delivery and Service Assurance teams to formally close the project and welcome the customer into Day 2 support. Show less • Key member of the team that led the migration of the Telepresence product from Cisco to AT&T. Started on the project a year before the actual migrations to ensure sufficient time for the migration preparation work. Migrated almost 200 customers from the Cisco to AT&T Telepresence platform. Much of the work was done after hours and on the weekend.• Primary responsibility included project management of new ATS customers from the Pipeline meetings through the Day 2 handoff, ensuring that all prerequisite tasks were completed in a timely manner.• Hosted meetings with new customers to review and gain approval of the Operations Manual. • Honed my project management skills via daily hands-on experience and accessing all AT&T training resources. • Successfully managed and prioritized numerous project plans to completion while having to adjust to ever-changing industry and customer needs.• Gained expertise to act as a technical and project focal point for the customer during the service activation process. Acted as a liaison between the service delivery and service assurance teams to help the customer understand incident and problem management processes and how we work with the customer to resolve issues.• Collaborated with team members to develop new processes and procedures for this new role in AT&T. Also, developed customer facing documents such as the Operations Manual, Pipeline notifications, onboarding checklists and desk level procedures for Telepresence.• Work directly with Global Project Managers and customer management and technical employees. Built relationships within both cultures to understand the business practices/procedures, pivotal business drivers and corporate culture.• Key member of a cross-functional team to advance the growth and reliability of the Telepresence product and a member of the team to combine the Telepresence and Unified Communications products. Show less • Provided technical expertise in the planning, and implementation of automated systems while utilizing communicating systems and procedures for the Single Point of Contact group. • Interacted with user clients, the Data Center, various IT internal groups, various departments within SBC and outside vendors and consultants. • Provided customer support on issues on a diverse scope from Carrier Coordination and CPE support. Had access to AT&T and customer edge routers and was proficient in Cisco technology. Also, had access to AT&T switches to assist in troubleshooting network failures.• Provided solutions congruent to cost effectiveness and user requirements as well as overall objectives of the SBCDSCC North. • Proficient in the use of network monitoring tools, platforms, and ticketing systems to analyze and evaluate issues and situations to identifiable factors within a set MTTR. Responsibilities included managing the trouble ticket queue and handling first level escalations, whenever the needs of the Center required it. • Acted as team lead on occasion and assisted team members in resolving trouble tickets in a fast-paced multi-tasked environment. Show less • Resolve outages within ATT’s Frame-Relay, ATM, and MPLS voice and data networks.• Provide technical expertise in troubleshooting problems within customer wide area and local area networks.• Provide proactive maintenance, status of data circuits, and monitoring of customer network equipment. • Assist in the rapid assessment of both the nature and severity customer problems. • Interact with data centers, customer IT groups and end users, outside vendors and consultants, and various departments within ATT.• Assist affiliates by learning their ticketing systems and working trouble tickets. Show less

  • Senior-Technology Project/Program Manager (e911)

    Aug 2021 - now

  • Chronic Case Manager – State Farm Account (State Farm DCMC)

    Feb 2019 - Aug 2021

  • Senior Technical Project Manager - Cisco Hosted Collaborative Services (CHCS)

    Nov 2017 - Feb 2019

  • Service Activation and Change Management Engineer (Telepresence)

    Mar 2012 - Nov 2017

  • Associate Technical Support Analysis Network (MIS-Basic)

    Mar 2008 - Mar 2012

  • Associate Technical Support Analysis Network (ASI)

    Jul 2004 - Mar 2008