Scott Williams

Experience

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  US Army

  Jul 1989 - Jan 1998

  Communications Eletronics

  Gained leadership experience; trained battalion of 900 on technology and equipment for field use under strict deadlines. • Earned Soldier of the Month and Soldier of the Quarter awards and selected as runner up for Soldier of the Year. • Promoted multiple times from Private to Sergeant.

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  MCI WorldCom

  Dec 1997 - Apr 1999

  Engineering Technician II | Engineering Technician I
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  C3 Communications

  Apr 1999 - Apr 2003

  Technician Specialist Principal | Transport Technician III
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  Grande Communications

  Apr 2003 - Aug 2008

  Area Manager | Supervisor – Broadband Optical Network & Field Operations

  Oversaw 7 POP sites. Performed monthly interval maintenance. Established connections and directed resolution for outages, including card failures and network issues. Held responsibility for powerplants with generators and DC power backups. Managed contractors and ensured adherence to quality standards; developed vendor contract specifications. Oversaw facility maintenance, including temperature control for POPs. Supervised field repairs, including to fiber cuts. Interfaced with new customers, inspecting locations and communicating technical details. • Served as interim Operations Manager. • Played an integral role in building and setting up new POP sites across Texas and Arkansas, establishing critical infrastructure. Show less

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  Zayo Group

  Jan 2009 - Jan 2023

  Lead team of up to 20, overseeing response to customer requests and incident reports to ensure seamless service delivery and support customer retention. Liaise with customers regarding network events and provide updates on fulfillment of services. Compile customer and performance reports, utilizing Einstein and Tableau to acquire data and analyzing to provide insights; deliver quarterly briefings and weekly process updates. Interface with executive leadership to manage serious customer emergencies. Manage level 4 escalations directly and collaborate with the manager on duty for level 3 escalations. Coach and mentor team, conduct performance reviews, develop performance improvement plans and prepare individuals for career growth. Enforce adherence to established processes and procedures.• Leveraged data analytics to establish a foundation for service improvement plans, determined actionable steps to resolve ongoing issues and enhance existing operations, and guided plan implementation and change management.• Implemented an online ticketing system to allow customers to log in to the portal and create service tickets, freeing resources to focus on improvements and rapid issues resolution, fostering positive customer relations, and increasing customer satisfaction.• Adopted automated ticket notification system to email notifications and create tickets when services went into alarm, reducing time to implement a solution and streamlining the process.• Introduced automated alert system to identify and notify of possible fiber cuts and any relevant details to pinpoint locations of any issues; communicated with other teams to resolve issues.• Achieved significant improvement in time to restore (TTR).• Supported senior leadership throughout the company’s acquisition by new parent company, engaging with executives to facilitate integration and transition and drive improvements. Show less Managed day-to-day operations, maintenance, and repairs for transport for long-distance services and private networks for local secured environments, including schools and banking and trading institutions. Supervised team of 10 technicians, operating within strict service level agreement (SLA) parameters. Directed synchronous optical network (SONET) operations, leading a team of 21 and overseeing testing, troubleshooting, and maintenance for the network. Monitored performance and managed equipment, circuits, and facilities. Invested in staff development and established standard operating procedures (SOPs). • Reduced TTR by 25% by developing formalized processes for the team and improving training.• Served as interim service delivery manager from December 2017 to July 2018.• Delivered improvement in service availability, achieving a 23% increase to reach 99.999% service availability; hired 7 new staff to address short staffing issues causing poor service fulfillment.• Traveled to London, UK, to train a new team of 8 in preparation to launch a new network control center (NCC).• Implemented and integrated automated email system to effectively distribute information to various product groups, streamline communications between teams tasked with network grooming, installation, and disconnection, and improve management of maintenance requests and ticketing system.• Introduced automated system to send alerts to the ticketing system, prioritize issues based on severity and urgency, create outage tickets, and send notifications to appropriate team members to resolve root causes. • Implemented changes to processes and training that drove improvements in KPIs. Show less Managed daily Wave and SONET Network Control Center operations. Monitored alarms and network failures and created service tickets, reviewing incident reports, troubleshooting to identify root causes, and determining appropriate corrective action. Delegated fulfillment assignments to team of 30. Managed cases from open to close, including service restorations, coordinating response to minimize impact to customers and ensure customer retention. Communicated with customers and internal management and transmitted any customer concerns regarding ticket and service status, complaints, or any other issues to leadership. Trained and coached new technicians, conducting performance reviews and developing high-performing team. Provided technical support to internal team, customers, and vendors. Generate weekly reports on network performance, reliability, and TTR yield.• Developed standard operating procedures (SOPs), including guidance to govern service ticket handling from open to close, as well as customer management and interaction and process approval.• Presented virtual and onsite technical training seminars to cross-functional team members, delivering trainings to enhance technician and end-user support.Note: Lead Optical NCC Technician, 2014 – 2016 | Wave Transport NCC Technician, 2012 – 2014 Show less

  • Manager, Global Network Operations

    Jul 2020 - Jan 2023

  • Manager – Private Network Operations & Transport | Manager – Optical NCC

    Jan 2016 - Jul 2020

  • Lead Optical NCC Technician | Wave Transport NCC Technician

    Jan 2012 - Jan 2016

  • FTT & Core Transport Installation Technician

    Jan 2009 - Jan 2012
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  Horizon

  Apr 2023 - now

  Manager, Change Control