Pulaski Technical College

University of Arkansas at Fayetteville

Johnson & Wales University-Charlotte

Elite NOC Manager at Windstream Communications

Charlotte, North Carolina, United States

Elite NOC manager							2013 - present			•	Provide leadership support to 24 x 7 multi-site Enterprise Repair organization that support high revenue customers with complex products and services.•	Collaborate with Sales, Account Management and Network Design to support the Elite customers (enterprise customers billing in excess of 1 million dollars per year).•	Provide 24/7 manager on-call support for team members and management escalation for customers•	Build a new data team within the Elite NOC organizationComplex Data Services Supervisor:					2011 – 2013•	Manage a group up to 18 Network Analysts who support all data services for top 10 and top 100 Windstream customers. Some of the services are: MPLS, BGP peering, VLS, Multicast, etc. Some of our largest customers’ monthly re-occurring revenue are up to half a million dollars (Verizon Wireless, AT&T wireless (Fiber to the Tower), KPEN, KIH, Title Max, State of Iowa, State of Nebraska, State of Wisconsin etc.)•	Interface with customers and account team on executive escalations•	Provide 24/7 manager on-call support for team members and management escalation for customers•	Develop training programs on both technical and customer service skills•	Create career advancement path program for team members: mentor program, technical and customer service skills checklist, etc.•	Develop procedures, processes for any changes or technical knowledge gaps •	Oversee the contractors for the Windstream customer portal project.

Windstream Communications

Windstream Management (2011 – Present):

Project management							2010 – 2011•	Develop processes for service activation team: track available technical resources and manage the customer turn-up schedule •	Develop plans and training documentations for D&E Communication, Iowa Telecom, and KDL Norlight acquisitions•	Coordinate and conduct training sessions for the team members in supporting newly acquired customers from the acquisition•	Interface with teams for new system access and establish operation procedures for the acquisitions and other internal re-organization processes•	Interface with teams to collect the acquired customers and network data•	Special project in data grooming and record creation

Project Management

Complex Data Services 2nd shift Team lead:				2008 - 2010 •	Provide technical resource for 2nd shift team•	Take afterhours escalations from customers and account team

2nd Shift Team Lead

Complex Data Services Network Analyst:				2006 - 2008 •	Excellent working knowledge in network design, trouble-shooting and implementing dedicated LAN/WAN connections in different platforms: Cisco, Juniper, Redback, Alcatel, Adtran, etc. and delivering method: fiber, copper, and bonded copper.•	Communicate with customers, co-worker, and  technicians to identify and resolve network problems•	Train, motivate co-worker to gain technical skills through training and trouble-shootingBroadband TAC Network Analyst:					2005 - 2006 •	Provision and trouble-shoot consumer’s DSL services in different platforms: Cisco, Redback, Adtran, Calix, Alcatel, AFC, etc. •	Support field ops teams in new installation and trouble-shoot existing customer DSL issues.

Khoa Nguyen