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 practicesundefined
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
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