Snehal (Sam) Patel

348 Huntington Ct., West Chester, PA 19380 * 610-908-4102 * Email: sp38b686@west

post.net

PROFESSIONAL PROFILE
* Solutions-oriented professional with over 15 years of experience in Enterprise
Data Networks, Telecommunication, Project Management and IT Support. Strong tec
hnical background.
* Spearheaded project that resulted in a $2 million cost savings to the company,
migrating customers from legacy system to new management system; decommissionin
g of legacy systems.
* Managed and mentored a team of engineers in a 24x7 NOC environment for nationa
l and international enterprise business customers that generated over $22 millio
n in revenue annually for Verizon Business.
* Formulated, created and managed an award winning application that provides for
an objective mid-year and annual performance review process for the entire Mana
gement team.
* Articulate communicator who can fluently speak the languages of both people an
d technology, blending technical expertise with exceptional interpersonal skills
while interacting effectively with customers, sales staff, and technical/engine
ering teams; adept at delivering presentations
* Motivated achiever who exceeds goals and has been promoted regularly.
* Winner of the prestigious Verizon Excellence Award for customer service and pr
oject management.
AREAS OF EXPERTISE

* Operations Management
* Customer Support
* Technical Service Support
* Planning and Execution
* Project Management
* Personnel Management
PROFESSIONAL WORK HISTORY
Verizon Business
Manager - Network Operations April 2004 - January 2010
* Defined and directed business goals, training objectives, and critical support
structure Extensive NOC Management experience in a 24x7 environment. Responsibl
e for managing and supporting engineers in their responsibilities based on busin
ess needs and services.
* Conceptualized, created and managed the ECF (Employee Contribution Factor) pro
ject that helped develop metrics to drive operational excellence for personal an
d team performances. This rating standard was given a best in class rating by th
e TL 9000 auditor. Through the use of ECF method, the center MTTR (Mean-Time-To
-Repair) was reduced overall by an average of 30%.
* Managed team of 12 through new ticketing system development, testing and integ
ration. On this project, oversaw quality assurance, handled end-user questions,
researched and resolved issues.
* Monitored active customer tickets. Accepted escalations from network engineer
s and provided technical direction. Interfaced directly with Service Providers,
Tier 2, upper management, external vendors, and customers to facilitate timely p
roblem resolution.
* Reviewed SLA metrics and developed goals to improve operational efficiency and
customer satisfaction.
* Provided the Managed Customer Base a "World Class" Customer Service Experience
from the NOC.

Verizon Enterprise Management Center (EMC)

Customer Support Engineer May 1995 - April 2004
* Solid TCP/IP background. Hands on troubleshooting of complex inter-networking
issues involving Cisco routers and switches, Nortel routers, Passport switches a
nd smart CSU/DSUs to troubleshoot routing, switching and connectivity issues on
a daily basis.
* Remotely walked field technicians through installation, configuration and IOS
upgrades of Cisco routers, Catalyst switches, Supervisor Modules and MSFC cards.
* Interfaced directly with service providers (AT&T, MCI, Cisco, and Nortel Netwo
rks) and customers in order to resolve complex networking issues.
* Developed computer based training for department engineers to become more prof
icient in supporting large business accounts. Test was given to each individual
after completing the training to certify their knowledge. This training resulte
d in a dramatic improvement in off-hours and weekend support for the department
and became a standard for the department to train all staff members.
* Proactively monitored active ticket queues; worked multiple client trouble tic
kets in an efficient fashion; prioritizing work based on the level of client imp
act; and maintaining focus on minimizing MTTR.
MicroAge of Abington, Abington, PA
Network Engineer April 1994 to May 1995
* Planned, designed and implemented extensive Novell LAN Systems for several cor
porate customers
* Worked on Special Projects within given time frames at different client sites
to custom configurations
* Setup and configured hardware and software, provide ongoing support and mainte
nance
* Performed end user troubleshooting directly with clients on technical issues.
TECHNOLOGIES, HARDWARE AND APPLICATIONS
* Networking and troubleshooting tools: Cisco 1600 to 7500 Series Routers, Cisc
o 1900 to 6500 Catalyst Series Switches, Nortel Routers and Ethernet Routing (fo
rmerly Passport) Switches.
* Experience with TCP/IP, RIP, EIGRP, OSPF, MPLS, VLANs, ATM, Frame Relay, ISDN,
VoIP, and Firewalls Technologies.
* Network Management: Netcool OMNIBus Conductor, SunNet Manager, Alarm Handler.
* Ticketing Systems: Clarify, Remedy, ETMS.
* Microsoft Office: Word, Excel, Project, Outlook, Power Point, Visio.
CERTIFICATIONS
Project Management Professional (PMP) - Training Completed. Certification test s
cheduled in November 2010
ITIL v3 Training and Certification in progress
Previously held Certifications: Cisco CCNA, Cisco CCNP
EDUCATION
Master of Business Administration (MBA), University of Scranton, Scranton, PA
Bachelor of Science, Bombay University, India