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Robert Ng Resume 2016

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Robert Ng

Robert Ng is an experienced IT and telecommunications professional with over 20 years of experience at Verizon Wireline leading teams in network engineering, field management, and quality analysis. He has a proven track record of managing teams and projects to ensure optimal customer service, technical support, and meeting budgets and deadlines. He holds a Bachelor's degree in Economics from Binghamton University and certifications in web technologies and process improvement.

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ROBERT NG 457 Bedford St. • Lakeville, MA • 02347 617-939-3050 robng88@verizon.net www.linkedin.com/RobertNg88 PROFILE Experienced IT and Telecommunications Professional with extensive background leading teams in technical and systems support including Network Engineering and Operations, Field Management, and Quality Analysis. Motivated self-starter with a proven track record of working successfully as a leader and contributing team member. PROFESSIONAL EXPERIENCE VERIZON WIRELINE, Southeastern MA 1994 – 2015 Supervisor – Network Engineering and Operations (2006 – 2015) Service Delivery & Assurance Network and Technology Team Special Service Delivery Field Manager managing 17 technicians providing service delivery of High and Low bandwidth circuits ranging from analog data to Ethernet/optical hicap and E911 circuits for Enterprise and Wholesale markets. Organized daily work processes to ensure optimal customer service delivery and provide technical and systems support for the team.  Interfaced with sales, construction and engineering groups, and customer on major projects to ensure service delivery in a timely and cost-effective manner and optimal customer service delivery. Successfulprojects included annual POTUS Martha Vineyard Visit, VPOTUS Nantucket Visit, and Barnstable Sheriff Office Circuit Upgrade and the Deployment of the E911 Pallas & Meridian services to each local E911 dispatch centers in Southeastern MA.  Project Managed teams through Large and Complex projects using daily and weekly conference calls with key departments, maintain detailed forecasts, schedules and reports to ensure the project’s budgetary and deadlines are on target.  Utilize all project resources and training to ensure completion of objectives and tasks.  Successfulinfrastructure deployment of TLS and Ethernet based services to cellular sites across region to help upgrade all major carriers to 4G/LTE Wireless Architecture.  Managed team training to new infrastructure technology SES over GPON (Transparent LAN Services, Optical and Ethernet services) to provide on equipment upgrade projects for Schools and Hospital Network onto their optical ring network, reducing chronic maintenance issues.  Managed Corporate Data Technicians providing PC/LAN and Network Support for internal customers and Verizon transmissions systems. Team completed annual PC Refresh and Asset Disposal & Recovery projects to help Verizon reduce energy costs.  Managed and assisted in the annual Clean, Neat and Safe initiative to ensure all work space within the CentralOffice and Garages were in compliance with corporate and OSHA standards. Team successfully passed the annual Performance Compliance Review conducted by Verizon Audit Team.  Trained in Telcordia Open Query System to extract data for report support for the team to analyze and improve technician productivity by reducing repeat dispatches and identifying network issues.  District Subject Matter Expert for Android Tablet Deployment. Coordinated the deployment and training of the tablets to each technician team in the district to provide better customer service delivery with one device. Quality Analyst/Dispatcher (2001 – 2006) National Services,New England Managed a dispatch team to efficiently load and dispatch field technicians in Rhode Island and Western Massachusetts area for Enterprise Solutions.
Robert Ng 617-939-3050 Page Two  Assisted with consolidation of Enterprise and Wholesale teams to streamline operations for National Services organization.  Developed Open Query System reports to drive dispatching efficiencies and track results to ensure meeting monthly and yearly targets.  System Administration duties included interfacing with Tier I and Tier II support teams to troubleshoot any systems issues. Provided PC and LAN support in the Resource Dispatch Center.  Developed and maintained group website to provide a central portal for day to day operations and information source for National Services. Staff Specialist (1997 – 2001) Managed day-to-day operations in Greater Boston area including managing and maintaining annual budget to meet monthly and annual budgetary and operational goals, daily installation, and maintenance productivity reports to ensure optimal team performance.  Member of the Enterprise 9/11 Command Center that coordinated recovery efforts to restore telecom services in the Lower Manhattan area.  Assisted in Line of Business transition for Enterprise Business Group with key reports to enable the company’s goal to enter into Long Distance service.  Member of Customer Service Delivery Team that helped develop the Y2K Contingency Plan for Enterprise Business Group. The Plan ranked best in class in Verizon. Acting ProcessImprovement Manager (1996 – 1997) Assisted in establishing a Callback group to verify orders and appointments; developed process to download orders within the OIS system.  Performed quality analysis of GBSC Integris Customer Verbatims to drill down any performance issues within the customer service center.  Interfaced with company departments to improve quality services for customers by reviewing all service issues found within the customer verbatims LAN Administrator (1994 – 1995) Managed over 250 workstations and end users, including performing maintenance and trouble-shooting within the LAN in the Residential Customer Service Center.  Assisted with beta-testing of new software to improve customer service performance in the Call Center.  Upgraded the call center with new workstations to improve speed and performance on daily functions for the customer service team. EDUCATION / PROFESSIONAL DEVELOPMENT Bachelor of Arts, Economics with Minor in Mathematics, Binghamton University, NY Web Technologies Certificate from Northeastern University TECHNICAL SKILLS Process improvement – 4DX, ISO 9001 Software – Windows XP/2000 7/8.1 2003 Server, Microsoft Office, Hardware – Networking Essentials and LAN Management, E911 Pallas and Meridian Systems. Verizon Legacy Systems – CoA, Time Entry, Workbrain, Peoplesoft, CCMS, Telecordia WFADO/DI, FAIS, MR/IBPS, ICRIS, SOP, LMOS, vRepair, Integris ,4 Disciplines of Execution

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Robert Ng Resume 2016

  • 1. ROBERT NG 457 Bedford St. • Lakeville, MA • 02347 617-939-3050 robng88@verizon.net www.linkedin.com/RobertNg88 PROFILE Experienced IT and Telecommunications Professional with extensive background leading teams in technical and systems support including Network Engineering and Operations, Field Management, and Quality Analysis. Motivated self-starter with a proven track record of working successfully as a leader and contributing team member. PROFESSIONAL EXPERIENCE VERIZON WIRELINE, Southeastern MA 1994 – 2015 Supervisor – Network Engineering and Operations (2006 – 2015) Service Delivery & Assurance Network and Technology Team Special Service Delivery Field Manager managing 17 technicians providing service delivery of High and Low bandwidth circuits ranging from analog data to Ethernet/optical hicap and E911 circuits for Enterprise and Wholesale markets. Organized daily work processes to ensure optimal customer service delivery and provide technical and systems support for the team.  Interfaced with sales, construction and engineering groups, and customer on major projects to ensure service delivery in a timely and cost-effective manner and optimal customer service delivery. Successfulprojects included annual POTUS Martha Vineyard Visit, VPOTUS Nantucket Visit, and Barnstable Sheriff Office Circuit Upgrade and the Deployment of the E911 Pallas & Meridian services to each local E911 dispatch centers in Southeastern MA.  Project Managed teams through Large and Complex projects using daily and weekly conference calls with key departments, maintain detailed forecasts, schedules and reports to ensure the project’s budgetary and deadlines are on target.  Utilize all project resources and training to ensure completion of objectives and tasks.  Successfulinfrastructure deployment of TLS and Ethernet based services to cellular sites across region to help upgrade all major carriers to 4G/LTE Wireless Architecture.  Managed team training to new infrastructure technology SES over GPON (Transparent LAN Services, Optical and Ethernet services) to provide on equipment upgrade projects for Schools and Hospital Network onto their optical ring network, reducing chronic maintenance issues.  Managed Corporate Data Technicians providing PC/LAN and Network Support for internal customers and Verizon transmissions systems. Team completed annual PC Refresh and Asset Disposal & Recovery projects to help Verizon reduce energy costs.  Managed and assisted in the annual Clean, Neat and Safe initiative to ensure all work space within the CentralOffice and Garages were in compliance with corporate and OSHA standards. Team successfully passed the annual Performance Compliance Review conducted by Verizon Audit Team.  Trained in Telcordia Open Query System to extract data for report support for the team to analyze and improve technician productivity by reducing repeat dispatches and identifying network issues.  District Subject Matter Expert for Android Tablet Deployment. Coordinated the deployment and training of the tablets to each technician team in the district to provide better customer service delivery with one device. Quality Analyst/Dispatcher (2001 – 2006) National Services,New England Managed a dispatch team to efficiently load and dispatch field technicians in Rhode Island and Western Massachusetts area for Enterprise Solutions.
  • 2. Robert Ng 617-939-3050 Page Two  Assisted with consolidation of Enterprise and Wholesale teams to streamline operations for National Services organization.  Developed Open Query System reports to drive dispatching efficiencies and track results to ensure meeting monthly and yearly targets.  System Administration duties included interfacing with Tier I and Tier II support teams to troubleshoot any systems issues. Provided PC and LAN support in the Resource Dispatch Center.  Developed and maintained group website to provide a central portal for day to day operations and information source for National Services. Staff Specialist (1997 – 2001) Managed day-to-day operations in Greater Boston area including managing and maintaining annual budget to meet monthly and annual budgetary and operational goals, daily installation, and maintenance productivity reports to ensure optimal team performance.  Member of the Enterprise 9/11 Command Center that coordinated recovery efforts to restore telecom services in the Lower Manhattan area.  Assisted in Line of Business transition for Enterprise Business Group with key reports to enable the company’s goal to enter into Long Distance service.  Member of Customer Service Delivery Team that helped develop the Y2K Contingency Plan for Enterprise Business Group. The Plan ranked best in class in Verizon. Acting ProcessImprovement Manager (1996 – 1997) Assisted in establishing a Callback group to verify orders and appointments; developed process to download orders within the OIS system.  Performed quality analysis of GBSC Integris Customer Verbatims to drill down any performance issues within the customer service center.  Interfaced with company departments to improve quality services for customers by reviewing all service issues found within the customer verbatims LAN Administrator (1994 – 1995) Managed over 250 workstations and end users, including performing maintenance and trouble-shooting within the LAN in the Residential Customer Service Center.  Assisted with beta-testing of new software to improve customer service performance in the Call Center.  Upgraded the call center with new workstations to improve speed and performance on daily functions for the customer service team. EDUCATION / PROFESSIONAL DEVELOPMENT Bachelor of Arts, Economics with Minor in Mathematics, Binghamton University, NY Web Technologies Certificate from Northeastern University TECHNICAL SKILLS Process improvement – 4DX, ISO 9001 Software – Windows XP/2000 7/8.1 2003 Server, Microsoft Office, Hardware – Networking Essentials and LAN Management, E911 Pallas and Meridian Systems. Verizon Legacy Systems – CoA, Time Entry, Workbrain, Peoplesoft, CCMS, Telecordia WFADO/DI, FAIS, MR/IBPS, ICRIS, SOP, LMOS, vRepair, Integris ,4 Disciplines of Execution