Summary
Overview
Work History
Education
Accomplishments
Timeline
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Frank Spurr

Colorado Springs,Co

Summary

Professional with strong customer service skill including oral and written communications. Ability to work individually as well as within a team environment with solid Microsoft Office skills. I excel in real-time decision making, incorporating previous experiences, attention to detail, and the best assets available to me. I am a strong decision maker in high-pressure environments and quickly to learn from any mistake. Recognized as a hardworking. analytical, extremely reliable, ambitious and energetic individual adapt at working in a broad range of business functions.

Overview

40
40
years of professional experience

Work History

Manager -Operations and Customer Success

ConvergeOne
Denver, Colorado
05.2020 - Current
  • Oversaw operations for ConvergeOne’s largest Avaya and Cisco accounts as Service Desk Manager.
  • Managed a team of 27 engineers to consistently meet service level agreements.
  • Conducted regular VOC meetings with Premier customers to ensure engagement and satisfaction.
  • Acted as escalation point for engineers and team leads, resolving complex issues promptly.
  • Planned and supervised training progression for all team members to enhance skills.
  • Created processes that increased efficiency within Customer Success Center operations.
  • Conducted quality assurance reviews to verify compliance with company standards.

Technical Team Lead

ConvergeOne
Denver, CO
06.2016 - 05.2020
  • Supervised technical team in customer service center to optimize enterprise unified communications.
  • Led Avaya Service Desk with 32 engineers, ensuring swift issue resolution.
  • Established operational priorities based on demand to improve service efficiency.
  • Served as primary escalation point for customer issues, coordinating rapid responses.
  • Collaborated with Technical Team Leads to manage escalations effectively.
  • Informed upper management of trends, significant challenges, and anticipated delays.
  • Oversaw workload distribution and queue management to enhance team performance.
  • Conducted Quality Assurance assessments to ensure compliance with CSC policies.

Software Specialist/Converged Voice and Data Field Engineer

SPS
Denver, Colorado
06.2006 - 06.2016
  • Coordinated voice projection efforts in collaboration with project manager for seamless execution.
  • Staged and programmed customer equipment to ensure accuracy and optimal performance before delivery.
  • Supported onsite installation team to enhance operational efficiency during setup process.
  • Collaborated with vendors and service providers to ensure smooth system cutover.
  • Delivered onsite support as needed in role of Converged Engineer.
  • Facilitated administrative training sessions for staff development.
  • Secured customer sign-offs to confirm project completion and satisfaction.

Senior Field Engineer

Expanets
Englewood, Colorado
08.1998 - 12.2002
  • Oversaw placement and installation of hardware, cable infrastructure, and network configuration.
  • Collaborated with vendors and service providers to facilitate seamless system cutover.
  • Provided onsite support post-installation and delivered end-user and administration training.

Telecommunications Specialist

Harrison School District
Colorado Springs, Colorado
09.1989 - 08.1998
  • Managed comprehensive voice communications for Harrison School District, including 28 remote locations.
  • Maintained Avaya system alongside all associated trunking for educational facilities.
  • Performed call routing analysis to improve communication flow within the district.
  • Executed necessary moves, adds, and changes on an ongoing basis. Led customer service initiatives related to voice communications for timely responses.
  • Initiated troubleshooting and maintenance of circuits in collaboration with service providers.



Operations Specialist

US Navy
, Sicily
08.1985 - 08.1989
  • Led Anti-Submarine operations center to enhance defense capabilities.
  • Supervised four Operations Specialists, fostering teamwork and operational excellence.
  • Oversaw UNIVAC CP-901 system alongside associated peripherals for seamless operation.
  • Directed communications and maintained integrity of system databases. Conducted daily briefings with NATO and US flight crews to ensure coordination.
  • Possessed Top Secret SBI clearance, affirming capability in sensitive environments.
  • Received honorable discharge, indicative of distinguished service.




Education

University of Arizona Sigonella

Diploma - General Studies

Harrison High School
1984

Accomplishments

  • Information Technology Professional with over 25 years of technology infrastructure training and real world experience ranging from project conception to execution.
  • Highly proficient in the implementing and support of Avaya VOIP and TDM Communications.
  • Strategic designer with great focus and attention to detail.
  • Skilled in successful project implementation.Proficient in Windows server platforms, configuring DHCP and server setup.
  • A knowledgeable background in LAN and WAN infrastructure, implementation of VPN and wireless data networking.
  • Committed to overachieving corporate objectives with a proven history of delivering exceptional quality of service.

Timeline

Manager -Operations and Customer Success

ConvergeOne
05.2020 - Current

Technical Team Lead

ConvergeOne
06.2016 - 05.2020

Software Specialist/Converged Voice and Data Field Engineer

SPS
06.2006 - 06.2016

Senior Field Engineer

Expanets
08.1998 - 12.2002

Telecommunications Specialist

Harrison School District
09.1989 - 08.1998

Operations Specialist

US Navy
08.1985 - 08.1989

University of Arizona Sigonella

Diploma - General Studies

Harrison High School

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Frank Spurr