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Technology Management Manager Sample Resume Format in Word Free Download

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Nilima Jones
MBA, ITIL
212Seneca Drive
Florida, PA 30521
(625) 951-3044 (voice) •  nilima.jones77@hotmail.com (email)



Senior Level Management Professional

10+ years of managing Network Operations environment, leading tiered support groups with emphasis on voice and data technologies, project management, and executive leadership experience in a fast paced multi-state operations environment with geographically diverse teams. Focus on company’s directional initiatives with a heavy focus on departmental efficiencies and integration.


Professional Experience

Manager, Technology Management            July 2009 – Present

CenturyLink                                                                  Florida, PA

  • Manages a Complex Data Group and IP Services that is staffed 24x7x365 which is responsible for Managed Services Tier 1-3 support/provisioning, ILEC Metro Ethernet Tier 1-3 support, CLEC Metro Ethernet Tier 2-3 support/provisioning and Direct Internet Access (DIA) over Metro Ethernet/TDM/ATM Tier 2-3 support/provisioning.
  • Manage Access/Distribution/IP Core space for Data NOC Tier II-IV Service Assurance for 26 states from Provider Edge (PE) to Customer Edge (CE) which includes HSI, DIA, Metro-E, CLEC, National Ethernet, and IT Network
  • Responsible for groups that handle central IP Administration, VLAN database, and service activation for Ethernet customers
  • Escalation tier for Internet abuse in regards to AUP Abuse, CALEA, DMCA copyright infringement and law enforcement support
  • Escalation Management and Root Cause Analysis (RCA)
  • Tier II-IV technical support including the Enterprise network
  • Operations Support for Market deployments
  • Project implementation support, includes Hardware and software upgrades
  • Network Compliance
  • Involvement in process and developments that support the company’s direction for product offering and supporting the offers.
  • Manages budgets and employees in 4 states (NC, FL, WI and LA)
  • Work with projects and external teams for network standardization, automation, network redundancy and increased network stability allow continued growth.
  • Manages team of 45 (2 Supervisors, 18 Engineers, and 25 Operations Techs)

Manager, Production Network Support     May 2007 – July 2009

CenturyTel                                                                Florida, PA

  • Manages advance tiered support group of technicians and professionals for CenturyTel’s network core elements and customers include core backbone and data center infrastructure which supports more than 665,000 high speed internet subscribers in 25 states.
  • Responsible for activation team that programs and turns up 10Meg to 1Gig Ethernet customers and network connections. The team also manages VLAN database and IP Administration for the company.
  • Manages a customer data support group that is staffed 24x7x365 which is responsible for Managed Services Tier 1-3 support/provisioning, ILEC Metro Ethernet Tier 1-3 support, CLEC Metro Ethernet Tier 2-3 support/provisioning and Direct Internet Access (DIA) over Metro Ethernet/TDM/ATM Tier 2-3 support/provisioning.
  • Manages technical project team that produces methods of procedures for network augmentations that are from IT and Engineering driven projects.
  • Manage ongoing activities pertaining to CenturyTel’s Voice, Data, and Transport networks.
  • Support the Service Level Agreements (SLA) commitments made to the field and regions.
  • Coordinate and manage 3 million dollar budgets for three work groups within area of responsibility. Ensure continuity between NSC supervisors and other NSC management team.

Sr. Manager, Network Operations Center          Jan. 2001–May 2007 Madison River Communications                              Mebane, NC


  • Provide technical, operational and managerial guidance for a team of eight network analysts and controllers, with responsibilities including 24/7 monitoring of network performance and its component systems.
  • Oversee the NOC (Network Operations Center), which provides support for customers in IL, NC, and the Gulf Coast.
  • Responsible for scheduling NOC staff; assisting/overseeing troubleshooting of customer or network problems; documenting processes and procedures, and analyzing and enhancing staff performance.
  • Provide ongoing reports for NOC performance and statistics.
  • Handle escalated issues, working with customers and LECs (Local Exchange Carriers) daily.
  • Other duties include: Technical guidance for Nortel DMS 500 switch and Nortel ATM Passport/OC-48 Transport; build infrastructure; turn up voice and data customers; troubleshoot problems/issues with ATM network/voice switches, transport equipment, router equipment, and collocate facilities.

 

ATM Engineer                                                      Oct. 2000- Jan. 2001 Madison River Communications                              Mebane, NC


  • Provisioned customer orders and assisted troubleshooting with regional Central Office and NOC.
  • Brought into production ATM infrastructure throughout company network.
  • Interlaced Cisco routers, Juniper routers, and optical circuits ranging from OC-3 to OC-48 within the company’s info-structure.
  • Responsible for maintaining network integrity locally and throughout all operating units in Louisiana, Georgia, Alabama, Illinois, and North Carolina.

Electronic Test Technician                         Sep. 1999 - Oct. 2000    Nortel Networks                                                    RTP, NC


  • Testing and troubleshooting Accessnode, Accessnode Express, UE9000.
  • New product introduction and assisted Engineers with technical support
  • Managed Inventory Control; OJT Certified trainer; and regulated incoming and outgoing production.
  • Knowledge of Line Concentrating Equipment, Line Concentrating Equipment International, Multivendor Interface Equipment, Spectrum, SNSE, XA Core, ATM Passport programs.

Aviation Electronic/Mechanical Tech                Aug. 1994 – Aug. 1999  United States Marine Corps                                 Cherry Point, NC


  • Production Supervisor
  • Test Equipment Management and individual component repair Supervisor



Education and Qualifications

  • 2009 – Present  Louisiana Tech University (completion February 2012)
MS – Engineering and Technology Management

  • 2010 – 2011 Louisiana Tech University
 Masters Certificate in Telecommunications

  • 2006 - 2007  Capella University, Minneaplois, MN
MBA - Information Technology Management Specialization

  • 2004 - 2006  Capella University, Minneapolis, MN
B.S. - Information Technology Network Technology Specialization

  • ITIL v3 Foundation Certification
  • Microsoft Office, Remedy, Metaslov, SAP, Project management tools.
  • CompTIA A+ and Network+ certified, Cisco, Juniper, Routing & Switching

  • Project management skills, risk management & inventory control, cost and scheduling  
  • Staffing/resources allocation including training/coaching high efficient teams
  • Process flow & policy standardization 
  • Self-starter with excellent interpersonal skills.
  • Detail-oriented and highly skilled in organizing, prioritizing, and handling objectives with accuracy and precision.
  • Extensive experience in scheduling, verification, and completing service reports.
  • Familiar with computerized order entry and equipment tracking systems
   
References Available Upon Request



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