Service Delivery Project Management

WILLIAM M. TAYLOR

Vineland, NJ • 856-***-**** • ad7i7x@r.postjobfree.com

STRATEGIC BUSINESS TRANSFORMATION LEADER

Global Operations Head • VP, Strategy • Operations Director • Technical Services Director

Business Intelligence Implementation • Vendor Negotiation Expertise • Network Optimization

WORK EXPERIENCE

Align Communications; New York, NY Aug 2023 - March 2024

Sr. Mgr. Technical Project Management & Service Delivery

●Boosted CSAT Scores 30% through strategic implementation of KPIs.

●Streamlined all operational processes from initial order creation to final invoicing, boosting account retention and overall customer journey success.

●Guided Major Incident Management while implementing Key Performance Indicators for Service Delivery and Technical Support.

●Instituted profitability reporting, proactively notifying stakeholders of margin risks.

●Led Data and Telecom System Service Delivery, improving operational methods.

●Orchestrated efficient delivery of Data Center, MSP, UCAAS, Wireless and Voice Services.

CompuPhone; Brooklyn, NY June 2021 - June 2023

COO - Tech Ops. Mgmt. (Service Delivery & Support)

●Led VOIP Operations, Engineering, Project Management, Help Desk Departments, and Billing. Also ensured revenue assurance and developed all company processes & procedures.

●Scrutinized existing Billing System thoroughly and implemented system corrections to recover unbilled products worth thousands of dollars.

●Structured teams for UCAAS, VOIP, and Call Center/CCaaS project management and support.

●Deployed Business Intelligence software to surpass departmental KPIs using industry norms.

●Assessed staff, recruited top talent, and fostered leadership within the organization.

●Founded a Product Development Team to streamline processes for new service delivery.

●Oversaw support to establish product SLA and efficient escalation procedures.

●Instituted HR Policies and crafted a comprehensive company handbook.

ComTec Systems; Vineland, NJ Oct 2015 - May 2021

Vice President of Operations & Partner

●Increased annual revenue 25%+ and boosted profitability 40%+ with global P&L responsibility.

●Reduced billing errors 97% and cut administrative staff 60% merging telecom billing systems.

●Negotiated comprehensive contracts with Tier 1 service providers to reduce cost of goods sold.

●Constructed colocation facilities with high-grade equipment enhancing Internet and VOIP Product Lines' reliability and efficiency, reducing time-to-implementation.

●Architected & Prepared disaster recovery plans including pandemic plans (prior to COVID) and business interruption planning ensuring business continuity under any circumstances.

●Implemented a new Operational Support System (Connectwise) across the company along with a Business Intelligence System; established KPIs for all departments.

●Instituted comprehensive interdepartmental training programs alongside strategic career path planning to foster positive working relationships among teams.

Centurylink Communications; Philadelphia, PA Dec 2014 - Sep 2015

Lead Sales Engineer & Architect

●Directed design and execution of network services such as voice/data, cloud services, colocation, and next-gen unified communication for Fortune 100/500 Global Accounts.

●Participated in a strategic team that guided technology decisions company-wide; provided formal design assistance/models for both existing and prospective products.

●Established comprehensive, interactive technological training modules for corporate training programs, presenting innovative tools to enhance employee skills.

●Served as a subject matter expert on SIP (Session Initiation Protocol) and Network Security.

●Coordinated high-volume international implementations for global accounts efficiently.

Digital Speed Comm; Philadelphia, PA April 2004 - Dec 2014

Director, Telecom & Network Operations

●Deployed sDSC Core Network: Cisco 6509 aggregation switch platform, Cisco ASR routing platform, Acme Packet Session Border Controllers.

●Ensured "5-9s uptime" for customer/core networks, maintaining constant high availability.

●Oversaw Carrier Interconnections for IP/TDM/Voice & E911 Services.

●Collaborated with internal teams to manage timelines and responsibilities, ensuring successful implementation of all order types, including New & MACD orders.

●Oversaw departmental SGA's timely quality inventory management and process improvements, escalating customer experience while maintaining customer networks.

●Pioneered Product Development & Management for a business approach across all products: Ethernet, traditional & sip voice, and WAN services on/off network.

●Orchestrated vendor relationships including SLA, Carrier Negotiations, Billing Compliance, CPNI, new product evaluation and implementation.

●Directed Network, Customer Operations, Installation, Maintenance for DSC Telecom products.

●Established a tech council with key players for vendor meetings to assess new offerings.

Prior Experience: ATX Communications, Sr. Manager of Switch Provisioning;

Comcast Business Communications, Manager of Data Provisioning & Service Delivery, Manager of Customer Service Operations, Supervisor of Dedicated Services

EDUCATION

West Virginia University, Morgantown, WV

Bachelor of Science, Education

TECHNOLOGIES, PROFESSIONAL DEVELOPMENT, & CERTIFICATIONS

Technologies: VMware, Nagios, JIRA, Slack, Docker, Meraki Wireless Solutions, Palo Alto Networks Firewalls, Veeam Backup & Replication, Cisco Unified Communications Manager, Hyper-V, Connectwise, Brightgauge, Salesforce, Call Center, Rev.io, Bandwidth.com, Broadsoft, Microsoft Teams, AWS, Azure, Cloud Storage, DNS Servers (QIP & Bind), Visio, Sharepoint, IP, SIP, Metasolv, Brio, Business Objects, Tableau, Crystal Reports, Solarwinds, MRTG, CACTI, Coredial, Windows, Mac, Linux, Cisco IOS, Acme Packet, Alcatel Lucent, Adtran, Edgemarc, Nortel, Marconi, DWDM, POTS Lines, Sonet, Wireless, DAS, Mobile Connectivity, SQL, Agile, Waterfall, EOS, ITIL

Professional Development: Marconi Data Products Training, Nortel Passport Training, Alcatel ATM Switches, Diversity in the Workplace, Management & Leadership

Certifications: Acme Packet SIP/VOIP, Alcatel Lucent Optical Certified

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