Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Steve Cassianos

Astoria,NY

Summary

Dynamic and Knowledgeable Director with proven history of leading high-performing teams and executing strategic initiatives that drive organizational growth. Successfully directed cross-functional projects that resulted in significant process improvements and operational efficiencies. Demonstrated leadership and communication skills in fostering collaborative environments and delivering impactful results.

Overview

25
25
years of professional experience

Work History

Director, NOC and Customer Service

Skywire
03.2024 - Current
  • Deploy ITIL Methodology and Practices to NOC and Customer Service Standard Operating Procedures
  • Established a multi-tiered cohesive Support structure with clearly defined roles and responsibilities to Monitor 6000 nodes, answer 300 daily customer calls, and work 200 daily tickets
  • Implemented SalesForce Ticket Standards conducive to reporting on industry standard KPIs
  • Deployed SolarWinds NMS for enhanced Network Surveillance and Event Management, leading to increased Network Availability and improved Response Times
  • Managed large-scale network migrations requiring cross-functional collaboration and delicate customer preparation
  • Developed high-performing teams across Customer Service and NOC operations by providing mentorship, guidance, and opportunities for professional growth.
  • Achieved remarkable turnaround of Customer Service performance through strategic leadership and enhanced reporting
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.

Manager, Network Operations Center

Crown Castle/Lightower
01.2016 - 03.2024
  • Lead unified team of 23 Network Analysts and 3 NOC Supervisors located in four U.S. facilities.
  • Develop and implement processes and procedures to streamline operations.
  • Maximize performance by monitoring daily activities, mentoring team members, and developing leaders from within.
  • Communicate clearly with employees, customers, and internal support teams to keep everyone on same page and working toward established business goals, customer SLAs, and high Net Promoter Score
  • Establish and maintain cross-training programs for existing employees to maximize team agility and performance.
  • Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Monitor and analyze business performance to identify areas of improvement and make necessary adjustments.
  • Provide detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.

NOC Shift Supervisor

Lightower
01.2014 - 01.2016
  • Led team of 8 direct reports located in two diverse locations.
  • Maintained ownership of internal and external communications during major service interruptions.
  • Supported 1st level Customer Escalations, resolving customer complaints and issues while maintaining customer satisfaction, as measured by Net Promoter Score.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Scheduled staff shifts to secure adequate coverage and productive workflows.
  • Enforced company policies and regulations with employees.

NOC Technician

Lightower
10.2013 - 01.2015
  • Troubleshot hardware and software to determine and rectify network problems in 24x7 environment.
  • Monitored network health and alarms via IBM Netcool NMS.
  • Maintained thorough understanding of local area and wide area networking and components.

Senior Technician, Field Services

Level3 Communications
09.2004 - 04.2009
  • Led team of 18 Data Center technicians who installed, maintained, and repaired all network and customer services, including main data center and POPs.
  • Ensured standard SLAs and KPIs were met for Repairs, Customer Service Delivery, and Network Deployments.
  • Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
  • Created and maintained rotating 24x7 shift schedule.
  • Mentored junior technicians in maintenance, repair and reporting duties.

Field Operations Technician

Sidera/Lightower
06.2010 - 10.2013
  • Performed installations, preventive maintenance, and repairs on various types of Carrier network equipment and customer services.
  • Supported our NOC and end users both local and by phone with problem resolution and education.
  • Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes.
  • Traveled to remote customer locations to install nodes and/or perform network service repairs.

Data Center Tech and Inventory Control Coordinator

Level3 Communications
09.2000 - 09.2004
  • Streamlined warehouse operations for increased efficiency through effective coordination with team members.
  • Improved inventory accuracy by conducting regular audits and implementing efficient tracking systems.
  • Maintained detailed records of all transactions, ensuring data accuracy for reporting purposes.
  • Identified opportunities for process improvements in warehouse workflows, contributing to overall operational efficiency gains.
  • Maintained critical spare MIN/MAX levels and consumables inventory
  • Handled all shipping/receiving activities

Skills

  • Network Operations and Service Management
  • Customer Satisfaction
  • Incident Management
  • Performance Metric
  • Team Relationships
  • Continuous Improvement
  • Training Initiatives
  • Workload Streamlining

Accomplishments

  • Successfully managed the integration of the Lightower and Fibertech NOCs at the time of merger, including re-organization to a multi-tiered strategy
  • Led the assimilation of four Crown Castle legacy networks' support groups into 1 unified NOC operation.
  • Fully developed Skywire Salesforce Standards and Reporting leading to reduced MTTR and Root Cause Analysis process.
  • Deployed Solarwinds NMS to Skywire Network and overseeing all configuration and event management
  • Drastically improved Skywire Customer Service performance, including Answer Rate improvement from 70% to 95+%, ASA from 4 minutes to under 1, Call Handling time from 15 minutes to under 8, and increased CSAT scores by approx 30%

Timeline

Director, NOC and Customer Service

Skywire
03.2024 - Current

Manager, Network Operations Center

Crown Castle/Lightower
01.2016 - 03.2024

NOC Shift Supervisor

Lightower
01.2014 - 01.2016

NOC Technician

Lightower
10.2013 - 01.2015

Field Operations Technician

Sidera/Lightower
06.2010 - 10.2013

Senior Technician, Field Services

Level3 Communications
09.2004 - 04.2009

Data Center Tech and Inventory Control Coordinator

Level3 Communications
09.2000 - 09.2004

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Steve Cassianos