JA'nell Gordon

❖ Overseeing the day-to-day operations of the NOC, which includes managing a team of 40+NOC Engineers running at peak performance levels 24/7.
❖ Identifies Opportunities to enhance and protect a complex Networking Infrastructure to reduce VoIP CATA.
❖ Increased efficiencies by reducing CATAs in our Network by assisting the team in monitoring the NOC, working with our MSP, and the Development Team, sharing ideas regarding custom scripts for automated monitoring and diagnosis of VoIP systems issues.
❖ Showing the team the benefits of automation and peer-to-peer cross-training to keep the team morale intact.
❖ Helping the Field Engineers, IT professionals, and Vendors perform routine maintenance of our VoIP Network, Routers, Switches, Software, and Firewall.
❖ Maintain comprehensive visibility across the network, utilizing the tools provided.
❖Assist with expedited issues by conducting root cause analysis and implementing appropriate corrective measures to prevent recurrence.
❖ Ensuring the team has good analytical and problem-solving skills to maintain our VoIP Traffic, VoIP Systems, and Network Operations while supporting the end users.
❖ Creating and maintaining comprehensive documentation regarding the Network configurations and layouts to help the Engineers restore outages swiftly and enhance their knowledge. This helped with training and development.
❖ Collaborate, identify, diagnose, and train the team on how to bridge the gap and work closely with other IT teams to integrate old and new VoIP solutions with existing infrastructures.
❖ Educate the team about MTTR of LOD, TDM Switching, Voice and VoIP Services Availability, and TROS objectives.
❖ Ensure the NOC operates 24/7/365 with appropriate staffing levels.
❖ Conduct performance reviews, set objectives, and ensure the team is meeting operational goals.

❖ Manage a Team of support technicians located in NC and MD.
❖ Effectively mentor managed employee performance using company tools and methodology.
❖ Develop and implement a performance monthly scorecard to assess the team's effectiveness using Power BI to drive the team objectives.
❖ Responsible for ensuring external partners are delivering their contractual commitments as well as continuously improving the environment to increase customer satisfaction.
❖ Oversaw vendor relationships, re-negotiating cost-effective contract solutions, saving the department $150k within 120 days of being hired.
❖ Managed cross-functional teams for the successful deployment of large-scale MSP IT projects.
❖ Managed the deployment from POTS for Shortel to VOIP using 8X8.
❖ Audit revamp and deployed ITIL policies and procedures.
❖ Take full accountability and ownership of customer issues utilizing Incident Management standards, etc.
❖ Managed Cisco Meraki for MDM Solutions for hardware.
❖ Managed the life cycle replacement of hardware and software by partnering with MSP-CDW for pre-provisioning of our equipment.
❖ Oversaw IT department operations and training, analyzed and implemented spoofing, phishing, and impersonations for zero-day attacks utilizing Mimecast threat identification strategies.
❖ Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.

❖ Managing 40% of the organization's revenue, which is over $25 million per year.
❖ Manage a Team of 35+ Level 1 & 2 Global Messaging Support Technicians, Team Leads, and Supervisors.
❖ Experience with managing 65% of the staff in a call center operation located in India and the Philippines.
❖ Developed a workforce capacity planning system, resulting in a 20% increase in productivity and a decrease in OT.
❖ Ability to influence, interact, and collaborate with VP, Sr. VP, Product, and Development team, and C Levels to discuss apparent trends.
❖ Oversee the hiring, recruiting, training, mentoring, coaching, measurement, and development of teams through performance management.
❖ Meeting or exceeding SLA, RCR, CSAT goals, and Metrics given by the Executive Management team.
❖ Handling Internal and external support for Helpdesk/Exchange troubleshooting for over 500+ internal employees, and 6,000 residential/commercial customers.
❖ Responsible for Hardware, Software, Exchange Support, as well as the department budget and incentives.
❖ Business Continuity with associations to mergers or acquisitions.
❖ Working with end users and System Administrators regarding escalation concerns related to PF, Outlook, Mac Mail, Entourage, BES, BIS, EAS, MDM, and business continuity issues in our Hosted or Dedicated Exchange environments.
❖ Utilizing Provisor AD, OWA, Active Sync, MAPI, POP, SMTP, IMAP, RPC, LDAP, and Active Sync.
❖ Security, Monitoring of Gateway, and CPE devices for Severity 1 and 2 outage-type tickets/events.

❖ Manage 25+ Customer Technical Relations & Sales Coordinator's.
❖ Developing staffing plans, performance appraisals, and pay raises.
❖ Coaching, motivating, and retraining technicians for performance and integrity.
❖ Reviewing and updating the Call Center help tool as changes are made.
❖ Maintaining loyalty & retention through exceptional customer presentation awareness.
❖ Working knowledge of all technical troubleshooting and product knowledge.

❖ Promoted a positive work environment by fostering open communication channels between team members and encouraging professional growth opportunities.