Context
Joined the NOC in 2011 — Tier 2 across Telesphere and J-Curve Broadsoft, P1 incident response, 75+ tickets/week. Moved to Vonage Business as a Voice/Data Provisioning Engineer III in 2014; promoted through Supervisor and Manager into Global Professional Services leadership.
Action
Rewrote triage runbooks and pushed root-cause-first diagnostics into Tier 2. As PS leader: stood up RFP intake discipline, separated Tier 1 from skilled provisioning, outsourced T1 to free senior engineers, and rebuilt the engagement lifecycle around dependency chains.
Outcome
Tier 3 escalations down 40%. Project overruns down 30%. Delivery timelines down 33%. Throughput up 25%. 100% installed-MRR forecast accuracy.