Alex S Rimorin
Thornton,Colorado
Summary
Proven leader as a Senior Service Manager and Business Analysis Manager offering 25+ years of success in technical environments. Strategic thinker with business process improvement, service management and sales engineering proficiency. Offers proven ability to build effective teams and solidify customer relations. Committed to identifying and leveraging opportunities for growth. Certified in Information Technology Infrastructure (ITIL), Managed Ethernet (MEF-CECP), (SSGI-ALC) Agile Leadership Certification and Voice over IP (SIP-SSCA).
Overview
28
28
years of professional experience
Work History
Business Analysis Manager
Equinix
Denver, CO
11.2020 - Current
- Managed timeline expectations by developing realistic project plans that accounted for dependencies, contingencies, and risks.
- Identified key stakeholders, managed expectations, and facilitated communication between the technical teams and business users.
- Conducted stakeholder interviews to identify areas of improvement in existing systems or processes.
- Program management of complex projects: data analysis for network implementation, testing, service management, process, and data integrity.
- Collaborated with product owners on defining scope boundaries for new initiatives while ensuring alignment with overall organizational objectives.
- Performed gap analysis of existing IT infrastructure against desired outcomes to identify areas of improvement.
- Mentored Equinix college interns and employees in mastering network telecom fundamentals, resume crafting, interviewing skills, and professional networking.
Senior Service Manager
CenturyLink
Broomfield, CO
01.2010 - 05.2020
- Conducted regular performance reviews for employees in the service department and identified areas for improvement.
- Resolved escalated customer complaints promptly and efficiently.
- Monitored customer feedback on services received and took corrective actions as needed.
- Developed and implemented service delivery strategies to improve customer satisfaction levels.
- Strengthened strategic partnerships with a high-profile customer base to ensure retention and growth. Customers included: Disney, ABC, ESPN, Humana, Electronic Arts, AOL, and Tegna.
Sales Engineer
Level 3 Communications
Denver, CO
01.2008 - 01.2010
- Technical product subject matter expert for voice (VoIP, enterprise/wholesale/carrier), transport, infrastructure, and IP (Wavelength, Private Line, IP VPN, Ethernet) products.
- Determine solution based analysis, feasibility, design, diversity and planning for customer solutions.
Government Operation Service Manager
Level 3 Communications
Denver, CO
12.2006 - 01.2008
- Government Operations, Operational subject matter expert and point of contact for GSA/federal government agencies/contractors.
- Draft, implement and optimize operational process for Level 3 and government interaction.
- Presented operational methods and procedures to GSA resulting in multiple RFPs awarded to Level 3.
Program Manager - Business Process Improvement
Level 3 Communications
Denver, CO
03.2004 - 12.2006
- Process Development & Analysis: Responsible for development and maintenance of process flow diagrams, method and procedure documents and job aids, training of CRM organization.
- Business Development: Gathering and prioritization of operational, system and product requirements for IT/Business driven initiatives
- Operations Integration: Designed and delivered training to acquired companies, subject matter expert for systems testing
Consultant Integration Analyst/Process Engineering Manager
Cendant / Liberty Bell
Denver, CO
06.2003 - 03.2004
- Creation and implementation of all aspects of business process for CLEC voice product offering (Sales, Provisioning, LNP, Billing, Repair, Dispatch)
- Developed process documentation, drafted and delivered training for multiple International [Asia Pacific (APAC), Europe, Middle East and Africa (EMEA)] telco/vendors and/or business units.
Project Manager
AT&T Broadband
Denver, CO
01.2000 - 11.2001
- Streamlined business operations by facilitating weekly meetings, managing agents, ensuring data integrity and implementing provisioning database.
- Standardized and converted data for the acquisition and maintenance of multi dwelling units.
Consumer/ Business Coordinator
GTE Communications Corporation
05.1998 - 01.2000
- Expanded subscriber base by selling GTE Communications products; consistently recognized in top 5% of sales performers.
Inside Sales Consultant
Sprint
07.1997 - 05.1998
- Developed and retained customer base by designing and selling custom long distance packages.
Education
ALC Agile Leadership Certification - IT Development
Six Sigma Global Institute
Boston, MA12-2020
SIP-SSCA - Voice Over Internet Protocol
Vocale - The SIP School
England And Wales2017
ITIL V3 Foundational - ITIL Service Management
ITSM
International Industry Consortium2014
MEF-CECP - Ethernet Technical Certification
Metro Ethernet Forum
International Industry Consortium2013
Some College (No Degree) -
Front Range Community College
Denver, COSkills
- Cross-functional coordination
- Strategic business planning
- Agile Development - Certified Leader
- Sales Engineering / Network Architecture
- Business Operations Management
- Service Delivery/Assurance Operations Management
- Operations Science /Business Process Improvement (BPI)
- Technical Training Systems
- Technical Writing / Process Modeling: Visio
- Customer Advocacy / Voice of the Customer
- Change Management, Notification, Event Management
- Various CRM: Siebel, Clarify
- Various Billing, Repair (Remedy), Sales (CRM), Order Entry, and Trouble Ticketing Systems
Special Interest
Northglenn High School September 1993 - June 1995
Student Teacher –Mathematics Department
⦁ Taught at-risk students, potential dropouts, and students with learning disabilities mathematics ranging from basic math through Algebra I.
⦁ Specialized in special education, autism spectrum disorder (ASD).
⦁ Responsible for motivating, coaching, developing and grading classes of 15-20 students.
Timeline
Business Analysis Manager
Equinix
11.2020 - Current
Senior Service Manager
CenturyLink
01.2010 - 05.2020
Sales Engineer
Level 3 Communications
01.2008 - 01.2010
Government Operation Service Manager
Level 3 Communications
12.2006 - 01.2008
Program Manager - Business Process Improvement
Level 3 Communications
03.2004 - 12.2006
Consultant Integration Analyst/Process Engineering Manager
Cendant / Liberty Bell
06.2003 - 03.2004
Project Manager
AT&T Broadband
01.2000 - 11.2001
Consumer/ Business Coordinator
GTE Communications Corporation
05.1998 - 01.2000
Inside Sales Consultant
Sprint
07.1997 - 05.1998
SIP-SSCA - Voice Over Internet Protocol
Vocale - The SIP School
ITIL V3 Foundational - ITIL Service Management
ITSM
MEF-CECP - Ethernet Technical Certification
Metro Ethernet Forum
Some College (No Degree) -
Front Range Community College
ALC Agile Leadership Certification - IT Development
Six Sigma Global Institute