Bridget O'Rourke

Experience

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  GTE Data Services

  Jan 1992 - Jan 1996

  Network Engineer
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  Ericsson (Formerly Bay Networks)

  Mar 1996 - Oct 1997

  Senior Technical Support Engineer, Premium Services

  • Performed third level support for Bay Networks' most important customers.• Handled onsite, remote troubleshooting, and innovative solutions of hardware and software issues.• Designed and implemented technical action plans to focus on critical issues and achieve resolutions.• Earned numerous awards for outstanding customer service.

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  Ericsson (Formerly Bay Networks)

  Jan 1998 - Jan 2000

  Premium Services Manager

  • Maintained customer satisfaction and identified customer technology needs. • Developed a system used by all groups to identify common bugs for resolution with Sustaining Engineering. • Generated new customers through networking to partner with Nortel.

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  Ericsson (Formerly Nortel)

  Oct 2000 - May 2010

  • Developed process, methods, and training to expand remote support capabilities.• Ensured deployment readiness of new products and participated in product validation through lab testing and first market application.• Designed and conducted Knowledge Transfer and training sessions to ensure preparedness of field staff.• Provided technical support to the deployment teams.• Interfaced with management and support teams to facilitate efficiencies throughout the installation process, supporting business performance metrics, financial objectives, operational efficiency goals, and maintenance of effective quality levels. Show less

  • Senior Manager

    Jan 2007 - May 2010

  • Intergration Readiness SME

    Oct 2000 - Jan 2007
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  Ericsson

  May 2010 - Nov 2014

  IP Services Leader

  • Managed a team of 25 people responsible for engineering and deploying Ericsson IP Services Portfolio including third party platforms Cisco, Juniper, Palo Alto, and Radcom.• Helped to facilitate relationships for deploying Juniper, A10, and others.• Key developer of team skill sets for security and the latest IP technology. • Ensured Network Integration engineering team had needed skills to rollout and deploy current technologies.• Steered the Ericsson North America IP Broadband and core team to the forefront for obtaining required Ericsson IP Certifications. Earned more than 40% of certifications while representing less than 10% of global workforce. • Led a team focused on understanding the latest technology while ensuring that a team of 250 engineers had the requisite skills to successfully engineer and deploy. Specifically focused around LTE, TCP/IP, and VoLTE.• Collaborated on process improvements and evaluated risks and business implications of proposed solutions.• Recommended innovative alternatives to minimize negative business impacts while ensuring that the system will have the functionality, scalability, and capacity to meet current and future pressures.• Drove continuous process improvements for future growth through the determination of deployment defects via root cause analysis and the implementation of regional process controls. Show less

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  Lavu Inc.

  Aug 2015 - Aug 2016

  Director Customer Care

  DIRECTOR OF CUSTOMER CARE 2015 – 2016Oversaw 24/7 call center for startup and expanded training to include networking protocols. Researched and standardized networking equipment.Developed key customer relationships and performed managerial duties such as reporting metrics.Created and Implemented policies enabling Lavu's Customer Care departments transition from start-up to scale-up.

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  Southwest Funding

  May 2016 - Oct 2019

  Mortgage Loan Officer

  I am passionate about helping you finance your next home.

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  Verizon

  Aug 2019 - now

  Security Consultant