Carl Pihl
Belton,MO
Summary
Professional experienced in ITSM, ITILv4, Agile, Project & Program Management, Software & Hardware deployment and modernization, Network Management, Network Security, Data Center Management, incident management, internal/external client facing relationship management, Dev Ops, training, automation, disaster recovery, Manager of teams greater than 30 in a 24x7 environment.
Experienced with managing service delivery operations, ensuring seamless service integration. Utilizes strategic planning and stakeholder management to enhance service efficiency and client satisfaction. Track record of implementing process improvements and leading high-performing teams.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Netsmart
04.2024 - Current
- Project Manager for product AWS migration
- Customer Success Coordinator
- Communications coordinator
- Create custom customer content
- Coordinate Software upgrades
- Conduct internal and external training
- Oversee SLA achievement
Hardware Escalation Manager
Juniper Networks
01.2022 - 01.2023
- Drive critical Hardware Escalations with cross functional teams.
- Manager of team of Hardware escalation professionals for routing, switching, and firewall Juniper products.
- Drive issues with vendors to include testing, root cause analysis, defect management.
- Operate and maintain technical laboratories.
- Provide coaching, feedback, training to direct reports (5).
- Approve and manage Field Change orders, engineering changes, orders, depot purges.
- Supported all aspects of department policies, training, objectives, and initiatives.
- Supports and helps define the strategic goals and objectives of the department and organization.
- Ability to prioritize and manage work queue requiring excellent time-management skills in order to meet goals and objectives. Increased on-time goal achievement by 30%.
- Process improvement and efficiency.
- Apply a variety of concepts, practices and procedures within Customer Relationship Management.
- Use creativity and innovation to drive continuous improvements. Increased work efficiency by 20%.
- Power BI Dashboard Development, SQL, Tableau.
- Impacted by RIF
Service Manager
Juniper Networks
01.2017 - 01.2022
- Served as Service Manager for large Telecommunications account and multiple service provider accounts.
- Customer Success Management.
- Escalation Manager for Telecom Network Operations.
- Inventory and contract reconciliation – Increased overall account to greater than 99% entitlement.
- Work with Software development teams to ensure deliverables are met – development, testing, delivery.
- Private and public configuration and maintenance.
- Software and Hardware vulnerability audits.
- Perform Executive Monthly and Quarterly Business Reviews.
- Coordinate and deliver end user training on Juniper products & services.
Technical Account Manager
Dell Technologies
01.2016 - 01.2017
- Served as Technical Account Manager to multiple (30+) High Complexity Pro Support Plus Dell Accounts.
- Customer Success Management.
- Service report generation and delivery to C Level customer stakeholders.
- Detail system analysis and recommendation.
- Identity access management.
- Cloud configuration utilizing Redhat and VM Ware.
- Dell Tools customer support specialist.
- Warranty administration.
- Data Center consultation.
Customer Solutions Manager
Sprint
01.2015 - 01.2016
- Managed Customer relationships with assigned Managed Virtual network Operators (MVNO).
- Customer Success Management.
- Conducted market research and project management on new business segment opportunities.
- Performed technical presentations for customers, partners and prospects.
- Maintained expertise in relevant competitive solutions, products and services.
- Account strategic consultation.
- Organized and conducted relationship building events with customers.
- Assembled and provided training for internal teams on variety of technical and sales/relationship topics.
- Led cross-functional teams to achieve desired outcomes, resulting in company revenue increases.
Service Support Manager
Cisco Systems Inc.
01.2011 - 01.2015
- Managed direct customer and partner management and executive relationships for assigned account.
- Directed work activities for engineering direct reports (3).
- Customer Success Management.
- Provide technical and consultative sales support (routers, switches, security, UCS, server).
- Developed and conducted tool and process training.
- Escalation manager for operational and Advanced Services NOS deliverables.
- Inventory and contract manager for large Service provider.
- Developed Value messaging for AS, NOS and FTS deliverables.
- Performed frequent Supplier Performance reviews & Joint Business reviews with C-Level Executives.
Senior Manager
Sprint
01.2006 - 01.2011
- Senior Manager of multiple shifts within Sprint Network Data Control room to include surveillance and troubleshooting of all routers, firewall and data hardware and software components of the Sprint CDMA (Cisco, Juniper, Avaya, etc.) and Nextel iDen Wireless Data Networks.
- SME for process and efficiency improvements
- Supervised 30 + analysts and audited work performed.
- Established and maintained disaster recovery center.
- Tracked and performed training for entire shift to ensure technical skill levels remained high.
- Increased Tier 1 issue containment from 60% to 88% for Cisco and Juniper technical issues, greatly reducing technical callouts which proved to be cost saver and increased efficiency driver.
- Executive briefing, relationship building and communication.
Education
Doctorate in Business -
Liberty University
05-2026
Master’s in Educational Specialist - Curriculum and Learning
Liberty University
05.2014
Master’s in Business Administration - undefined
Friends University
05.2011
BS - Computer Information Systems
Friends University
05.2009
AA Liberal Arts - undefined
Longview Community College
05.1999
Skills
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
- Customer engagement
- Client relationship management
- Training and coaching
- Service level agreement management
- ITIL framework
Affiliations
- USMC
- USAFR
- Toastmasters International
Certification
- AWS Certified Practitioner - 558f19b8451b4e7ea9938bf4465fead6
- ITIL V4 Foundations - GR7501483448CP
- Juniper Network Certified Internet Specialist - JPR00271281
- Private Pilot
Timeline
Service Delivery Manager
Netsmart
04.2024 - Current
Hardware Escalation Manager
Juniper Networks
01.2022 - 01.2023
Service Manager
Juniper Networks
01.2017 - 01.2022
Technical Account Manager
Dell Technologies
01.2016 - 01.2017
Customer Solutions Manager
Sprint
01.2015 - 01.2016
Service Support Manager
Cisco Systems Inc.
01.2011 - 01.2015
Senior Manager
Sprint
01.2006 - 01.2011
Master’s in Educational Specialist - Curriculum and Learning
Liberty University
Master’s in Business Administration - undefined
Friends University
BS - Computer Information Systems
Friends University
AA Liberal Arts - undefined
Longview Community College
Doctorate in Business -
Liberty University
Awards
SBC Fortune 500 Winner (x3), Sprint Nextel Network Operations Leader of the Month (x2), Brown Mackie College Irene Carlson Award for Excellence in Teaching, Led Cisco team to obtain 2013 Sprint Services Renewal for 3 year contract