1. TODD W. LINK
3201 Reagenea Drive • Wylie, Texas 75098
972.322.5972 • firstname.lastname@example.org
Dynamic senior manager in network operations and optimization, with over 20 years of national leadership
experience for major multinational telecommunications companies. Proven history of leading enterprise-wide
initiatives to raise the standard of service delivery through a holistic approach to troubleshooting and root cause
analysis, resulting in resolution of recurring issues and implementation of failsafe solutions to ensure maximum
up- time and customer satisfaction. Strong team leader providing direction and mentorship at all levels, including
acting as resource and subject matter expert on diverse complex technical topics. Excellent customer support
skills by exceeding customer expectations and championing higher quality standards. Well known for a detailed
analyst and troubleshooter driven to achieve process optimization throughout the organization. Outstanding
program and project leader able to partner with team members and vendors to achieve project goals.
Network Operations • Project & Program Management • Team Building & Leadership • Performance Optimization
Business Continuity • Disaster Recovery • Troubleshooting • Root Cause Analysis • Operations Center Management
Continuous Process Improvement • Customer Satisfaction • Vendor Selection & Negotiation • Staff Coaching
Office Space Conversion • Trouble Ticket Management • Equipment Implementation & Replacement
Frontier Communications, Allen, Texas May 2016 - Present
Manager Network Operations Control Center
Managing a team of 81 Technical Specialist who are responsible for Tier 1 and Tier 2 support of all Network
Events. I continuously work closely with the NetCool team to improve correlation and deduplication of these
Network Alarms which dramatically improve our ability to quickly identify trouble areas and our ability to react. I
am managing a small project team that is developing new methods as well as new algorithms for alarm handling
and automation techniques that dramatically reducing MTTR to our customers as well as provide a higher level of
service. Currently creating job aids, processes and procedures, scheduling and training of team members to
keep them updated on new technologies we continue to deploy into the network. Working with team members
teaching them the correct way to interface with external and internal customers. Attend meetings with Senior
Leadership discussing the plan of improvements to the Network Control Center to gain approval and funding of
these improvements. Work with the Field Organizations to create realistic plans resolve chronic issues as well as
reduce and eliminate unnecessary expenses
Netrio, McKinney, Texas • 2014 – April 2016
Manager Network Operations Center
Managing a team of techs that monitor our diverse network providing expert diagnosis and repair of all network
issues as well as manage the carriers as required to ensure quick resolution. We also perform the same
diagnosis, repair of numerous other private networks owned by our customers providing unique individual support
as they require. Serving as main point of contact for all of our customers to address any issues or concerns.
Schedule weekly and bi-weekly calls with each of our customers to ensure we are meeting or exceeding our
contract obligations. Address any and all issues and provide continued feedback to the customer on status.
Generating detailed procedural documents for team to follow to ensure we can continuously exceed our
customer’s expectations. Grooming each tech to help them become more proficient at their work and improve job
2. XO COMMUNICATION SERVICES, Dallas, Texas • 2004-2014
$1 billion communications services provider for top-ranking names such as eBay, Facebook, Twitter, and XM.
Senior Manager, Chronic Issue Resolution (2013-2014)
Senior Manager, Tier II Transport Support (2004-2013)
Promoted into a key role over strategic resolution of recurring issues for customers with repeat tickets – leading a
team of 6 personnel in 2 locations in identifying and prioritizing the most chronic issues. Evaluated trouble tickets
and their solutions to identify common factors and pinpoint the root cause of the issue, whether pertaining to
personnel procedure, equipment, or lack of education regarding the problem. Guided team members in identifying
the proper troubleshooting method and resolving the issue properly. Translated lessons learned into 2-week
courses on telecommunications for Network Operations Center staff.
Previously led a team of 12 nationally distributed engineers, providing field support for operations teams on a wide
variety of equipment. Provided oversight into project management, troubleshooting, and upgrade initiatives.
• Fostered greater understanding of the alarm setup and trigger process by creating a lab environment
demonstrating on working equipment, complete with induced failures to provide hands-on application of
• Received numerous commendations from senior management for the success of the training program, which
instilled over a year of proper training into personnel and significantly reduced the number of recurring issues.
• Alleviated a major board failure on Cisco 15454 equipment through identification of the source in high optical
receiver levels. Deployed effective mitigation procedures to achieve specification.
• Introduced higher standards of accuracy in testing and turning up Ethernet 10MB, FE, and GE circuits,
resulting in higher quality of service and increased monthly capacity in circuit turn-up.
• Promoted Ethernet sniffers to executive management as a critical tool for analyzing and diagnosing data
• Consistently addressed matters of network health and customer repeat issues via careful analysis, card
replacements, and introduction of critical spares, resulting in significant cost and time savings.
• Senior Director of Operations – Allegiance Telecom (1999-2004): Oversaw all aspects of field operations
and continuous process improvement, leading 26 field managers and several hundred field technicians
throughout the installation and troubleshooting lifecycle. Drove initiatives to improve timeframes for new
installs and issue resolution, with ROI within a single year for specific test sets. Reduced high failure rates for
new loop orders by establishing a quality group to identify issues and deploy new automated processes to
prevent them. Ensured support for local teams by founding Regional Operations Management Centers in
eastern, central, and western regions, with clear escalation paths to shorten customer response times.
• Manager, Service Center Strategies – Lucent Technologies (1997-1999): Established the Service Center
Strategies group to manage direct telecom services for enterprise and service delivery customers – leading
build-out of centers, standards definition, and process development for excellent customer service.
Administered a $13 million budget. Designed flawless Business Continuity & Disaster Recovery programs,
including establishing a backup National Operations Center. Boosted MTBF for all -48 volt power plants and
AC UPS systems via optimized battery maintenance and testing, which eliminated issues with backup
generators not switching to emergency power. Eliminated $1.2 million of telecommunications costs by
sourcing more cost-effective, high-quality providers.
• Senior Technical Advisor – Tigon Corporation (1995-1997): Promoted into a senior role advising on major
customer projects, as SME on telephony, voicemail, and PBX integration. Spearheaded modernization of BT
Mobile’s voicemail service platforms, with new equipment integration. Contributed to smooth automation of
equipment provisioning to enable BT to instantly provide service upon order completion for new customer
3. • National Field Operations Manager – Tigon Corporation (1992-1995): Coordinated nationwide field
operations, with authority over 30 field operations managers and personnel. Drove digital technology
• TODD W. LINK
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• conversion of multi-site office locations for BoA and Kodak, seamlessly and simultaneously migrating analog
services to fully digital networks. Handled financial forecasting, budgeting, and cost control. Key customer
relationship manager. Provided staff training.
Earlier positions include Western Operations Manager for Tigon Corporation. Details on request.
Associate Degree in Electronics Technology
Control Data Institute – St. Louis, Missouri
Information on degree courses studied at Blackburn College is available on request.
Finance for Non-Finance Managers • First Line Management Program – Ameritech Business Course
ISO 9000 Auditor Training • Quality Fundamentals