Marty Sausville
Service Manager / Project Coordinator
Vancouver,WA
Summary
Result-driven service management professional with 10+ years in telecommunications. Excelling in NOC support, white glove customer service, and driving impactful leadership toward customer-focused outcomes. Demonstrated a proven track record in delivering complex technical solutions for customer installations and upgrades for DIA, SD-WAN, MPLS, VPLS, and meshed Ethernet projects. Known for exceptional adaptability and prioritization, dedicated to enhancing the customer experience through cross-departmental collaboration.
Overview
13
13
years of professional experience
Skills
Host planning meetings for accountability, resolving challenges, and finding best practicesService escalation managementWork independently to meet deadlinesStrong analytical and problem-solving skillsProficiency in Excel, Word, PowerPointAbility to adjust to rapidly changing prioritiesData organization and tracking for updatesActively engaged with network engineering, sales, and stakeholder teams, promoting cross-departmental collaboration
Operations Management
Process Improvement
Work History
SUPERVISOR, MANAGED SERVICES HELP DESK
Structured Communication Systems
06.2023 - 10.2023
- Managed 3 network engineers, successfully reducing TTR by 7% in 3 months
- Training in IT managed services, EDR, servers, hypervisors, cloud computing, firewalls, and ZTNA.
OPERATIONS SERVICE MANAGER, CARRIER REPAIR ESCALATIONS
Zayo / Allstream
09.2018 - 04.2023
- Built and developed the Carrier Repair Escalations department to repair LMP to DMARC and reduce customer downtime of standard repairs by 35%
- Authored policies and procedures for vendor escalation that increased SLA adherence by +35%
- Drive weekly collaboration for continuous process improvement to drive end-to-end uptime.
OPERATIONS SERVICE MANAGER
Integra Telecom / Zayo
01.2015 - 09.2018
- Direct impact on customer contract renewal, exceeding $1.2 million per year in retention and service growth through project initiation based on customer need
- Tracked customer data for support problems as opportunities for new customer projects
- Project coordination for multiple secure portals for state government, ensuring adherence to quality standards and reviewing project deliverables for 100% on-time delivery
- Facilitated meetings to address risks and align multiple departments toward the project's success
- Created WAN network diagrams for multi-site customer interconnections via MPLS, VPLS, & Ethernet
- Organized project data to ensure stakeholders update cadence and project transparency.
- Directed daily operations activities, ensuring smooth workflow across the repair departments involved in delivering services to premier customers.
NETWORK OPERATIONS, SERICE ASSURANCE TECHNICIAN III
Integra Telecom
12.2012 - 01.2015
- Increased customer satisfaction through knowledgeable support for Ethernet, DIA, SD-WAN, MPLS, and meshed Ethernet.
- Self-managed 20+ simultaneous tickets for repair, including direct customer support via phone.
- Maintained network reliability by managing core routers and UA switches, ensuring optimal performance at customer endpoints.
COMPLEX DATA TECHNICIAN
EARTHLINK BUSINESS
05.2012 - 12.2012
- Pre-engineering telecommunications Circuit design
TEST AND TURN-UP TRIAGE
EARTHLINK BUSINESS
10.2011 - 05.2012
- Service verification by circuit type and location with onsite field tech for installation of DEMARC
- Service delivery, set-up of a new circuit, and turned-up for live WAN to LAN cutover.
CUSTOMER CARE
EARTHLINK BUSINESS
09.2010 - 10.2011
- Customer service for billing and technical triage via phone, email, and chat.
Education
7 years of technical leadership in place of a bachelor’s degree. -
Professional Leadership
Vancouver, WAAugust 2012. CCNA – CSCO12189236 - undefined
Cisco Certified Network Associate
Timeline
SUPERVISOR, MANAGED SERVICES HELP DESK
Structured Communication Systems
06.2023 - 10.2023
OPERATIONS SERVICE MANAGER, CARRIER REPAIR ESCALATIONS
Zayo / Allstream
09.2018 - 04.2023
OPERATIONS SERVICE MANAGER
Integra Telecom / Zayo
01.2015 - 09.2018
NETWORK OPERATIONS, SERICE ASSURANCE TECHNICIAN III
Integra Telecom
12.2012 - 01.2015
COMPLEX DATA TECHNICIAN
EARTHLINK BUSINESS
05.2012 - 12.2012
TEST AND TURN-UP TRIAGE
EARTHLINK BUSINESS
10.2011 - 05.2012
CUSTOMER CARE
EARTHLINK BUSINESS
09.2010 - 10.2011
7 years of technical leadership in place of a bachelor’s degree. -
Professional Leadership
August 2012. CCNA – CSCO12189236 - undefined
Cisco Certified Network Associate