ANDRE SAVAGE

Responsible for overseeing the service delivery relationship with multiple key, Top MRC customers at Cox Communications. Directly accountable for a comprehensive range of delivery services, ensuring the highest service delivery standards and customer satisfaction within Cox Communications Business Customer.

• Managed all aspects of service delivery, including new solutions, account expansion, projects, transitions, transformations, implementation of new services, and operational activities. This oversight encompasses all relevant account management functions, such as adherence to Service Level Agreements (SLAs), evaluation of Customer Satisfaction (CSAT) metrics, cost management, forecasting, reporting, and trend analysis for assigned Customer Executives.
• Improved internal and external customer experiences by actively monitoring service delivery performance to ensure compliance with contractual obligations and achieve agreed-upon service levels.
• Provided strategic leadership and direction in service management to facilitate business operations, growth initiatives, and transformation efforts.
• Ensured that Operating Level Agreements (OLAs), SLAs, and agreements with third-party suppliers were properly aligned and capable of delivering services within specified timeframes.
• Conducted precise forecasting of service demand and associated costs for each account.
• Proactively addressed service failures and implemented measures to enhance overall service quality.
• Served as the functional manager for all service management processes, acted as the escalation point for process owners, and led continuous improvement initiatives in-service support and delivery processes.
• Investigated and documented any breaches of OLA/SLA agreements and service management processes while developing solutions to prevent future occurrences.
• Prepared detailed monthly availability management reports for customers and management, highlighting any service exceptions.

• Provide NG911 network and voice architecture planning - supporting Verizon 911 products, services, and compliance
• Coordinate efforts of technology stakeholder groups and industry technology/standards organizations focused on addressing technology needs - covering planning, development, IT, Sales, Business Operations, and Engineering
• Lead Verizon’s technological evolution of E911 to NG911 / i3, the complete transformation from MSAG to LIS and TDM to SIP
• Serve as a Technology (SME) consultant to Verizon Sales, Engineering, and Product groups, ensuring adherence to FCC standards governing Verizon interconnection strategies and deployments to support each product or solution
• Manage vendor activities, including participating in vendor planning sessions to ensure that vendors comply with specifications
• Coordinate vendor activities (e.g., obtain price quotes, negotiate due dates, installation dates, timelines, schedule testing, debugging, installs, moves, changes, etc.) in a timely manner
• Delivered expert consulting and support to Verizon Sales and Product group, playing a pivotal role in developing a Root Cause Analysis (RCA) report that troubleshoots and addresses network outages, database failures, and customer/third-party vendor issues
• Independently manage complex technical projects, including attending leading industry-standard meetings and forums, assessing start-up companies, and partnering with internal organizations to finalize Core architecture

• Led strategic network architecture planning and network evolution policy decisions in alignment with corporate initiatives, customer demand, technology changes, and technology solutions for Cox Residential, Commercial, and Enterprise business clients nationally.
• Spearheaded network planning and optimization operations, controlling a $50M budget, and managed the entire development lifecycle from requirements analysis to successful solutions delivered on time and within budget.
• Streamlined Voice infrastructure design, capacity management; 911 designs and compliance; network infrastructure builds, maintenance, First Office Application (FOA)and deployments; proof of concept initiatives; change management; and network infrastructure optimization
• Elevated team performance via coaching and establishing collaborative partnerships organization-wide, increasing productivity, and optimizing resource allocation.
• Boosted revenues and grew market share by introducing innovative voice products, solutions, and capabilities based on trends and emerging products/services.
• Perform long-range planning of carriers, ILEC, IXC, and local and access facilities by setting up commercial and direct connect agreements and maintaining interconnection inventories and diagrams relative to network interconnection design.
• Served as SME and technical design authority on creating, deploying, and implementing complex residential and commercial voice, data, and broadband networks nationwide.
• Translated evolving business vision into systems strategies - driving the transformation of Cox Communications' next-generation voice ecosystem and seamlessly delivering innovative technology and capabilities.
• Managed a team of 10+ employees and contractors by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance diligently.

• Promoted to lead the Network Planning, National ASR Provisioning, and Number Administration teams.
• Led the design engineering, deployment, network capacity planning, bandwidth management, technical support, and interoperability testing involving multiple vendors and products related to the Cox Video, Voice, and Data networks.
• Served as a subject matter expert (SME) and liaison between carriers and the business segment regarding architecture, planning, and interconnection arrangements. Acted as the primary escalation point for technical incidents, addressing customer requirements while complying with state, local, and FCC guidelines.