Todd Link 2017
- 1. TODD W. LINK 3201 Reagenea Drive • Wylie, Texas 75098 972.322.5972 • toddwlink@gmail.com Dynamic senior manager in network operations and optimization, with over 20 years of national leadership experience for major multinational telecommunications companies. Proven history of leading enterprise-wide initiatives to raise the standard of service delivery through a holistic approach to troubleshooting and root cause analysis, resulting in resolution of recurring issues and implementation of failsafe solutions to ensure maximum up- time and customer satisfaction. Strong team leader providing direction and mentorship at all levels, including acting as resource and subject matter expert on diverse complex technical topics. Excellent customer support skills by exceeding customer expectations and championing higher quality standards. Well known for a detailed analyst and troubleshooter driven to achieve process optimization throughout the organization. Outstanding program and project leader able to partner with team members and vendors to achieve project goals. CORE COMPETENCIES Network Operations • Project & Program Management • Team Building & Leadership • Performance Optimization Business Continuity • Disaster Recovery • Troubleshooting • Root Cause Analysis • Operations Center Management Continuous Process Improvement • Customer Satisfaction • Vendor Selection & Negotiation • Staff Coaching Office Space Conversion • Trouble Ticket Management • Equipment Implementation & Replacement PROFESSIONAL EXPERIENCE Frontier Communications, Allen, Texas May 2016 - Present Manager Network Operations Control Center Managing a team of 81 Technical Specialist who are responsible for Tier 1 and Tier 2 support of all Network Events. I continuously work closely with the NetCool team to improve correlation and deduplication of these Network Alarms which dramatically improve our ability to quickly identify trouble areas and our ability to react. I am managing a small project team that is developing new methods as well as new algorithms for alarm handling and automation techniques that dramatically reducing MTTR to our customers as well as provide a higher level of service. Currently creating job aids, processes and procedures, scheduling and training of team members to keep them updated on new technologies we continue to deploy into the network. Working with team members teaching them the correct way to interface with external and internal customers. Attend meetings with Senior Leadership discussing the plan of improvements to the Network Control Center to gain approval and funding of these improvements. Work with the Field Organizations to create realistic plans resolve chronic issues as well as reduce and eliminate unnecessary expenses Netrio, McKinney, Texas • 2014 – April 2016 Manager Network Operations Center Managing a team of techs that monitor our diverse network providing expert diagnosis and repair of all network issues as well as manage the carriers as required to ensure quick resolution. We also perform the same diagnosis, repair of numerous other private networks owned by our customers providing unique individual support as they require. Serving as main point of contact for all of our customers to address any issues or concerns. Schedule weekly and bi-weekly calls with each of our customers to ensure we are meeting or exceeding our contract obligations. Address any and all issues and provide continued feedback to the customer on status. Generating detailed procedural documents for team to follow to ensure we can continuously exceed our customer’s expectations. Grooming each tech to help them become more proficient at their work and improve job satisfaction. Resume
- 2. XO COMMUNICATION SERVICES, Dallas, Texas • 2004-2014 $1 billion communications services provider for top-ranking names such as eBay, Facebook, Twitter, and XM. Senior Manager, Chronic Issue Resolution (2013-2014) Senior Manager, Tier II Transport Support (2004-2013) Promoted into a key role over strategic resolution of recurring issues for customers with repeat tickets – leading a team of 6 personnel in 2 locations in identifying and prioritizing the most chronic issues. Evaluated trouble tickets and their solutions to identify common factors and pinpoint the root cause of the issue, whether pertaining to personnel procedure, equipment, or lack of education regarding the problem. Guided team members in identifying the proper troubleshooting method and resolving the issue properly. Translated lessons learned into 2-week courses on telecommunications for Network Operations Center staff. Previously led a team of 12 nationally distributed engineers, providing field support for operations teams on a wide variety of equipment. Provided oversight into project management, troubleshooting, and upgrade initiatives. Selected Achievements: • Fostered greater understanding of the alarm setup and trigger process by creating a lab environment demonstrating on working equipment, complete with induced failures to provide hands-on application of troubleshooting principles. • Received numerous commendations from senior management for the success of the training program, which instilled over a year of proper training into personnel and significantly reduced the number of recurring issues. • Alleviated a major board failure on Cisco 15454 equipment through identification of the source in high optical receiver levels. Deployed effective mitigation procedures to achieve specification. • Introduced higher standards of accuracy in testing and turning up Ethernet 10MB, FE, and GE circuits, resulting in higher quality of service and increased monthly capacity in circuit turn-up. • Promoted Ethernet sniffers to executive management as a critical tool for analyzing and diagnosing data network issues. • Consistently addressed matters of network health and customer repeat issues via careful analysis, card replacements, and introduction of critical spares, resulting in significant cost and time savings. ADDITIONAL ROLES • Senior Director of Operations – Allegiance Telecom (1999-2004): Oversaw all aspects of field operations and continuous process improvement, leading 26 field managers and several hundred field technicians throughout the installation and troubleshooting lifecycle. Drove initiatives to improve timeframes for new installs and issue resolution, with ROI within a single year for specific test sets. Reduced high failure rates for new loop orders by establishing a quality group to identify issues and deploy new automated processes to prevent them. Ensured support for local teams by founding Regional Operations Management Centers in eastern, central, and western regions, with clear escalation paths to shorten customer response times. • Manager, Service Center Strategies – Lucent Technologies (1997-1999): Established the Service Center Strategies group to manage direct telecom services for enterprise and service delivery customers – leading build-out of centers, standards definition, and process development for excellent customer service. Administered a $13 million budget. Designed flawless Business Continuity & Disaster Recovery programs, including establishing a backup National Operations Center. Boosted MTBF for all -48 volt power plants and AC UPS systems via optimized battery maintenance and testing, which eliminated issues with backup generators not switching to emergency power. Eliminated $1.2 million of telecommunications costs by sourcing more cost-effective, high-quality providers. • Senior Technical Advisor – Tigon Corporation (1995-1997): Promoted into a senior role advising on major customer projects, as SME on telephony, voicemail, and PBX integration. Spearheaded modernization of BT Mobile’s voicemail service platforms, with new equipment integration. Contributed to smooth automation of equipment provisioning to enable BT to instantly provide service upon order completion for new customer turn-up. Resume
- 3. • National Field Operations Manager – Tigon Corporation (1992-1995): Coordinated nationwide field operations, with authority over 30 field operations managers and personnel. Drove digital technology • TODD W. LINK • Page 2 of 2 • 972.322.5972 • toddwlink@yahoo.com • conversion of multi-site office locations for BoA and Kodak, seamlessly and simultaneously migrating analog services to fully digital networks. Handled financial forecasting, budgeting, and cost control. Key customer relationship manager. Provided staff training. Earlier positions include Western Operations Manager for Tigon Corporation. Details on request. FORMAL EDUCATION Associate Degree in Electronics Technology Control Data Institute – St. Louis, Missouri Information on degree courses studied at Blackburn College is available on request. PROFESSIONAL DEVELOPMENT Finance for Non-Finance Managers • First Line Management Program – Ameritech Business Course ISO 9000 Auditor Training • Quality Fundamentals Resume