Summary
Overview
Work History
Education
Skills
Timeline
Generic

ERIC NASH

Centennial,CO

Summary

Passionate, team-focused, technical and communication professional with over 22 years of expertise across multiple landscapes within the telecommunications industry. Proven track record in leadership coaching, presentation, deliverables, and teams’ development across a broad range of functions. Action-oriented leader and team player who thinks creatively and critically; manages with integrity and transparency.

Overview

24
24
years of professional experience

Work History

01.2009
  • CenturyLink: NOC correcting TDM/OCn services.

Client Services Consultant

Infosys LTD
02.2020 - Current
  • Serve as leadership partner at Infosys; a $107 billion multinational IT company that provides outsourcing services team reporting to the overseas leadership
  • Design, test
  • Lead and execute processes for use by multiple diverse teams (Order Management, Delivery Accelerator), Disconnect team, MECM (Managed Meraki) and TDG and Order Entry teams
  • Drive and shape client programs for $12 million US based client
  • Delivery of complex engagements, enhance new business experience, collaboration with leadership
  • Analysis and advisement of the client’s infrastructure environment and actively contribute to solution creation, design, and deployment
  • Ensure maintenance and support to the client’s requirements with the objective of providing high-quality and value-adding consulting solutions to enable the client to meet the changing needs of the global landscape
  • Perform Root Cause Analysis and perform procedures to eliminate the cause including:
  • Maintain and contribute to troubleshooting knowledgebase
  • Perform trend analysis including proactive monitoring, upgrade, and corrections management.

Manager, Customer Service

Lumen
06.2014 - 06.2019
  • Level 3 Communications, CenturyLink, Responsible for project delivery efforts for the multi-region markets encompassing 350+ clients
  • Key contributor and leader in building new sustainable workflow processes using agile flow charts
  • Led a team of project managers with the highest rated CSAT scores
  • Developed company-wide delivery methodologies and procedures
  • Facilitated discovery workshops and detailed requirements documentation
  • Performed program and project management classes for team members for continued learning.

IP Engineering/Technical, Lumen
09.2004 - 06.2014
  • Level 3 Communications; TW Telecom

Translations, Supervisor

Complex
01.2010 - 01.2014
  • IP engineering creating logical path’s, building, testing with MEF standards, troubleshooting, and ultimately turning up service for customers across multi-state region
  • Using VRRP, OSPF, etc
  • Across multiple equipment platforms
  • Developed company-wide delivery methodologies and procedures still in use through multiple Mergers & Acquisitions, presently Lumen Technologies.

01.2004 - 01.2009
  • Worked with TDM/OCn networks on the CAG (Customer Access Group) as Manager

Comcast Communications
11.1999 - 09.2004
  • Assisted Management running hand-off meetings during shift changes in a NOC setting for the nationwide telephony networks
  • Responsible for delegating work and inter-branch/company coordination for cross-team coordination
  • Guided strategic vision of Idea Integration’s offerings regarding new process and program availability
  • Coordinated employee development designing lead tech training for swing shift telephony team that was adopted for all shifts
  • Developed process for developing metrics reporting to executive leadership that was accepted by all shift leaders.

Education

B.A. - Communication, Business

University of Colorado

Skills

  • SKILLS AND KNOWLEDGE:
  • Microsoft Office Suite, Adobe Suite, User Interface Design, Sales Force, Project Management, Data Analysis

Timeline

Client Services Consultant

Infosys LTD
02.2020 - Current

Manager, Customer Service

Lumen
06.2014 - 06.2019

Translations, Supervisor

Complex
01.2010 - 01.2014

01.2009

IP Engineering/Technical, Lumen
09.2004 - 06.2014

01.2004 - 01.2009

Comcast Communications
11.1999 - 09.2004

B.A. - Communication, Business

University of Colorado

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