Diana Lemus

Experience

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  Infonet Services Corporation

  Mar 2003 - Mar 2004

  Global Customer Support Analyst

  - Provided WAN support on various platforms/protocols (Frame Relay, ATM, DIA, IP, MPLS, BGP) - Provided end-to-end incident management of customer outages, latency/degradation issues- Worked with vendors (i.e. Telcos, router providers), in various countries, reporting and isolating faults through circuit testing as needed with full access to Cisco routers- Participated in ISO certification audits (no findings)

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  Infonet Services Corportation

  Mar 2004 - Mar 2006

  Customer Support Specialist

  - Created a compilation of technical training materials and procedures/process (GCAC Reference Guide) used for training new recruits within the global team and local service desks- Served as a special point of contact for critical customers- Distributed the daily workload of proactive/reactive incidents for a team of 3-8 analysts and managed major outages on various regional shifts- Responded to 1st level escalations from customers- Monitored performance to ensure adherence to global process and provided feedback to respective CHD managers; includes meeting weekly/monthly KPIs and incident management Show less

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  BT Global Services

  Mar 2006 - Nov 2012

  - Created over 15 business cases based on identified Customer Operations opportunities - Gathered information across multiple groups to create business cases and provide project updates - Learned the interworking of financial annex with Finance lead, reducing turn-around on business case development with finance sign-off from 1 week to 2 days - Participated in VP sign-on and sign-off calls to walk through business case proposals- Managed 8 approved sign-off cases with respective Operations teams, engaging the Market Unit as needed - Managed transitions from center to center in El Segundo, Atlanta, Brazil, UK and India. - Tracked actual financial spending against case budget - Tracked implementation via project plans, actions sheet, and risk register - Raised and managed risks arising from transition- Collaborated with Business Operations to ensure Customer Operation initiatives for the incoming fiscal year were added and maintained according to project timelines Show less - Manager of a 24x7 global customer service center supporting WAN and value added services for multi-national customers- Provided excellent customer service by ensuring timely incident updates and managing internal/external escalations until resolution was achieved- Facilitated customer escalations and managed expectations- Ensured department’s key performance indicators were met on a weekly/monthly basis- Conducted quarterly/annual performance reviews with staff- Worked with other managers to establish 24x7 rotation schedule and interview prospective analysts - Provided timely Customer Incident Reports to Sales and customers upon request and highlighted any corrections- Managed global queue manager and improved queue management globally leading to a reduced MTTR and Outage Duration target (2 hours from 3, 9.5 from 12, respectively)- Managed network monitoring team (Smarts specialist and administrator) to optimize proactive alarms by resolving invalid inventory and improving alarm correlation resulting in less tickets. Show less

  • Transformation Project Manager

    Dec 2010 - Nov 2012

  • Team Manager Service Operations

    Mar 2006 - Nov 2010
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  DIRECTV

  Nov 2012 - Jan 2016

  Network Architecture Project Coordinator and Network Analyst across Broadband and Broadcast services:- Collaborated with Network & Systems Architecture (NSA) Directors and ePMO/NSA PMs to track over 140+ projects involving the Network Architecture group - Tracked and communicated progress and dates of all network architecture projects including preliminary/critical design reviews and implementation/operational hand-offs- Mitigated risks by identifying, escalating and resolving issues across multiple delivery groups and/or projects- Recorded/tracked hardware and labor forecasts and actuals- Aligned with Outsource coordinator to onboard new offshore resources and integrate them into the project work streams- Engaged Vendors for ongoing support status', issues, Proof-of-Concepts, Training (on-site, remote), and hardware quotes- Collaborated with Network Engineers to create consistent quality documentation (i.e. Visio, Project Design Summaries, and implementation/operational hand-offs)- Actively engaged in Task Forces and workshops to improve process and efficiency Show less

  • Network and Systems Architecture Project Manager

    Mar 2014 - Jan 2016

  • Network Architecture Project Coordinator

    Nov 2012 - Mar 2014
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  AT&T

  Jan 2016 - now

  Release Train Engineer for the OpenVideo Systems train comprised of 14 teams supporting the Systems and Platform for DIRECTV Now and Watch TV. Led a group of 6-8 Technical Project Managers with a concentration in Infrastructure projects.

  • Release Train Engineer

    Oct 2018 - now

  • Systems Release Train Engineer

    Feb 2018 - now

  • Infrastructure Techincal Project Manager

    Jan 2016 - Feb 2018