JEFF BREEN
Saint-Mathias-sur-Richelieu,QC
Summary
Collaborative leader with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
24
24
years of professional experience
Work History
Manager, Technical Consulting
Professional
05.2020 - Current
- Manage a diverse team of Delivery Technical Architects to achieve customer, company, and team goals (usage growth, career growth and hiring)
- Hire, coach, and grow a team of Delivery Technical Architects for a company in high-growth mode
- Assign accounts and distribute work across individuals for optimal customer coverage and team balances
- Inspire team to be customer-obsessed by understanding customer goals, their use cases, and business requirements
- Build relationships and partner with Sales, pre Sales and professional services teams to accelerate growth of customers
- Work with cross-functional teams to reduce customer risk and help team with escalations and address any issues or blockers
- Lead team activities to monitor customer progress and forecast growth
- Provide input to grow and improve internal processes, drive operational rigor and lead programs that drive impact across the organization
- Lead and mentor technical team members to achieve period over period improvement in technical capabilities and eye for business related to the Zendesk Platform and Core Products
- Ownership and accountability of team's activities including scheduling, estimating, technical design, quality, and testing
- Overall responsibility and accountability of ensuring Zendesk customers are successful in deploying messaging solutions on the Zendesk Sunshine Conversations platform in additional to deployment of Core Zendesk Products.
Technical Support Manager
Aerial Technologies
11.2018 - 03.2020
- Developing a robust support structure to scale the support function as the company is growing, leveraging industry best practices
- Provide technical support for Internet Service Providers deploying AI technology (Artificial Intelligence, Machine Learning and AWS Cloud Based services)
- Support Sales Engineer teams with technology evaluations, POCs, and pilots
- Work closely with the QA department to help with troubleshooting and the quality process
- Hire/manage/coach the staff needed to scale the support function
- Provide technical assistance to improve performance of Aerial software solutions
- Implement performance metric to deliver high performing service and drive business decisions
- Root Cause Analysis, Network Change management, Incident management and Problem management, Integration and deployment of n.
Manager
Rogers Communications
08.2004 - 08.2018
- Lead a team of Subject Matter Experts to establish and define wireless performance metrics and targets to drive business decisions
- Integration and deployment of new wireless services LTE/UMTS RAN, IMS VoLTE/VoWiFi, eSIM, Companion devices, Small cell, 5G/LAA (Licensed Assisted Access)
- Manage vendor relationship in the introduction of new technologies and tools
- Collaborate with network Engineering and operation teams to improve network coverage, network interoperability and design, wireless service quality, customer experience and overall network performance
- Setup engineering guidelines and ensure best practices are established
- Build business cases to support new features, network design and new solutions
- Represent Network Engineering teams on RFP's and RFI's
- Empower employees to exceed expectations by leveraging skill sets/strengths of individual to ensure success.
Senior systems designer
Microcell Solutions
06.2000 - 08.2004
- Responsible for identifying and resolving a network wide paging overload affecting call delivery and call setup for voice and data on 3G RAN due to increased smart phone and social media saving the company capital in capacity augments
- Responsible for resolving call setup, call delivery, signaling congestion issue with increased CS Fallback attempts due to authentication failures between CS and EPC core networks
- Lead End-to-End service KPIs for VoLTE/IMS project based on VoLTE/IMS call flows to determine true customer impact
- Developed Key Performance Indicators and provided visibility on the performance of GSM/UMTS/LTE Radio Access Network and CS/PS Core Networks (MSC/MGw/STP/HLR/HSS/IMS [CSCF, MRFC, MRFP, TAS] /EPC/EPS) using AMOS, APG, NetScout/Tektronix and SAP Business Objects
- Designed and optimized GSM/UMTS/LTE Radio Access Network and CS/PS Core Network and provided feedback on design improvements for better customer experience.
Education
Electronics Engineering Technologist Diploma - communication systems design, Analog and Digital communication systems
College of the North Atlantic
St. John's, NL06.1998
Skills
- Team Development
- Employee Development
- Negotiation and Conflict Resolution
- Performance reviewing
- Professional and Courteous
- Computer Skills
- Decision-Making
- Customer Service
- Customer Relationship Management (CRM)
- Team Leadership
- Financial Management
- Revenue Forecasting
Languages
English
Full Professional
Timeline
Manager, Technical Consulting
Professional
05.2020 - Current
Technical Support Manager
Aerial Technologies
11.2018 - 03.2020
Manager
Rogers Communications
08.2004 - 08.2018
Senior systems designer
Microcell Solutions
06.2000 - 08.2004
Electronics Engineering Technologist Diploma - communication systems design, Analog and Digital communication systems
College of the North Atlantic
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