Resume
Brian S. Tinsley
206.550.7957-Everett, Washington- brian@briantinsley.com
CLIENT SERVICES MANAGER
Dedicated and flexible technical account manager and web writer seeks to continue successful career as a Client Services Manager emphasis with Strata8.com. Combining proven customer service abilities with strong communication skills, will leverage extensive telecommunications experience to deliver projects on time and on budget. Skilled in capitalizing on sales opportunities, providing creative solutions, leading teams and driving processes. Proven Project and Program management successes – see attached sheet for all projects.
TOOLS
SOFTWARE: Excel, Word, Outlook, Office, PowerPoint, FrontPage, InfoPath, SharePoint, Access, Visio
OTHER TECHNOLOGIES: Cisco ICM and CVP, MPLS, ATM, VoIP, VPN, SONET, STM, E-1s.
PROJECT MANAGEMENT: Application approved on 6-9-2008 for PMP exam. Presently studying for exam.
EXPERIENCE
VERIZON BUSINESS (Formerly MCI/WORLDCOM), Seattle, Washington 1988-Present
Global Account Manager, Microsoft (2002-Present)
- Lead service manager, pre-sales engineer and post-sales engineer in supporting client
- Managed Cisco’s Customer Premises Equipment (CPE) ship-direct program by processing installation orders, attending status meetings and escalating vendor issues for program generating $5M annually. Helped launched VerizonBusiness Call Center Product Voice over ATM to India.
- Aided in developing new Microsoft One Call platform based on Cisco Customer Voice Portal (CVP), including designing new Interactive Voice Response (IVR), setting up all toll free routing, troubleshooting with appropriate engineering groups and coordinating implementation process
- Assisted in launching first Verizon Business opportunity to India on behalf of Microsoft call center sites, including ordering circuits for domestic locations, provisioning Reliance circuits, building all 800 routing plans and establishing disaster recovery solution. Program Management responsibilities
- Supported installation and maintenance of Cisco Intelligent Contact Management (ICM) routing for Microsoft’s One Call 2.0 Network, collaborating with British Telecom on scripting requirements. Also required various switch integrations, Nortel, I3, Nortel and Avaya PBX’s.
- Coordinated migration of Microsoft Hay IVR to Tellme platform and subsequent integration into existing One Call network. Order fulfillment, complete customer satisfaction. Contract negotiations.
- Developed internal SharePoint site for distributing all account information, contracts, reporting, circuit inventories and contact information. Client Relations Manager responsibilities-100% customer satisfaction. Measured on bi-annual SABR reviews and scored/measured against competitors.
Key Accomplishments
- Converted Xbox group from SBC/ATT to Verizon Business as their Cisco value-added reseller
· Presidents Club Award winner for aiding account team in exceeding yearly revenue plan (2005)
· Director’s Award winner for sales achievement (2004, 2005)
· Chairman’s Inner Circle award winner for sales achievement (2002, 2003)
Global Account Services Manager, Microsoft (1997-2002)
- Designed, implemented and tested Microsoft’s Dial Activation and Registration (DARS) Network, based on Cisco AS5850 network as MCI’s first customer to use this product. Lead Program Manager
- Installed and managed Microsoft Asynchronous Transfer Mode (ATM) backbone network, including pricing network installs, coordinating all international site installations, managing installations through to completion and testing final products. Project Management lead. Program Management responsibilities. Order fulfillment, customer visits, presentations, reports, reconciliation of bills.
- Provided monthly utilization, trunk group and internet utilization reports to Microsoft. Contract negotiations, contract renewals.
- Presented monthly Service Level Agreements (SLA) reporting to verify benchmarks were met
Key Accomplishments
- Helped win Microsoft’s Product Support Services (PSS) toll free account from ATT
- Presidents Club Award winner for aiding account team in exceeding yearly revenue plan (2001)
EXPERIENCE
VERIZON BUSINESS (continued)
Global Account Services Manager, (1994-1997)
- Ensured complete customer/client satisfaction while protecting and expanding client base
- Provided special customer account (SCA) reporting to verify customer was meeting minimum revenue requirements outlined in agreement. Billing Analysis monthly reviews.
- Order fulfillment, customer visits, presentations, reports, reconciliation of bills, customer satisfaction.
- Resolved trouble ticket and repair escalation issues expediently and correctly
- Collaborated with domestic and international incumbent local exchange carriers (ILEC), competitive local exchange carriers (CLEC) and telecommunication providers when ordering circuits
- Managed Attachmate account and migrated customer to British Telecom/MCI/Concert Alliance Frame Relay product for 16 of their international locations. Billing Analysis monthly reviews.
Key Accomplishment
· Master’s Award winner for sales achievement (1995, 1996, 1997)
Strategic Accounts Customer Service Representative (1990-1994)
- Maintained contract attainment, monthly service reviews and quality-of-service levels with existing accounts including Intermec, Weyerhaeuser, Costco, Nike, REI, Darigold, Maytag and PC/Mac Zone
- Assisted in sales calls and project implementation oversight. Program Management responsibilities
- Coordinated activities relating to cutovers and toll free service conversions to MCI
- Aided in launching largest prepaid product business in MCI history with Costco, including developing a billing system using Microsoft Access to support product. Project Management lead. Billing Analysis monthly reviews.
Key Accomplishments
- Converted PC/MAC Zone’s toll free business from ATT to MCI
- Customer Service Honors Award winner (1991, 1992, 1993, 1994)
Implementation Specialist (1988-1990)
- Coordinated activations, tracked all orders, provided customer regular updates, escalated all necessary issues and activated circuits during cutover process. Project Management lead.
- Tracked service installations on products such as T-1’s, DS-3’s, frame relays, international private lines, switch access, toll free lines, outbound voice lines and IP services
Key Accomplishment
- Customer Service Honors Award winner (1989, 1990)
VOLUTEER WORK
AORTICDISSECTION.COM
Creator | Webmaster
- Created and maintain world’s foremost educational site for information on Aortic Dissection
- Contributors to website include surgeons from Stanford University, University of Washington, Emory University, New York Presbyterian, John Hopkins, and Virginia Mason hospitals.
- Act as the liaison with various AD patients in helping them get second opinions on surgical options
EDUCATION