• Structure problems and build the workplan: define hypotheses, prioritize analyses, and break work into clear workstreams and outputs. • Lead core analyses: financial/profitability analysis, operational diagnostics, cost and complexity drivers, and value-creation sizing • Synthesize insights into a point of view: convert analysis into a tight storyline and clear recommendations for executives and investors. • Run the workstream day-to-day: manage timelines, risks, and dependencies; keep stakeholders aligned; raise issues early with leadership. • Coach and develop junior team members: provide direction, quality-check work, and teach structured problem solving. • Client presence: facilitate working sessions, present findings, and build credibility through crisp communication and “so-what” thinking. • Contribute to growth: support proposals and help identify follow-on opportunities

• Oversee and assist offices with working on commercial jobs and communicating with customers. • Establish relationships with customers from the initial call to final invoicing. • Support offices daily with job processing, estimating, and project oversight. • Receive jobs from national customers and assign to local offices based on requirements. • Build relationships with national customers. • Communicate initial job information and reporting to customers based on inspections. • Assist offices with reports, estimates, and timelines on all jobs. • Manage the progress of jobs through the management system. • Review estimates submitted by offices to confirm accuracy and pricing.

• Oversee and assist offices with working on commercial jobs and communicating with customers • Establish relationships with customers from the initial call, notifying of the job through daily updates • Manage the progress of jobs through the job management system • Provide assistance with cost estimating on the job • Communicate with offices regularly to confirm job progress

• Proactive technical leadership regarding issues related to service assurance and delivery, network reliability, and customer satisfaction • High level analysis and identification of unique, complex, or chronic issues in the switch network • Technical management and direction in the resolution of real time, network-affecting core and peripheral elements, applications, or issues involving malfunction, degradation, and/or failure situations • Training and mentorship of lower-level Technical Support engineers and technicians, including the production and delivery of job aids, operational processes and procedures, and technical management methodologies • In-depth subject matter expertise in hardware/software/database operations for the Nortel DMS-10 switching systems. Subject matter expertise in the production of Technical Support bulletins and alerts • Reviewing and approving or deny/correct Methods of Procedures (MOP), Network Change Management System documents (NCMS) Task Orientated Practices (TOP), Product Change Notices (PCN), Vendor Manuals, Standard Configurations, etc. relative to quality, accuracy, and reliability • Technical direction of personnel and contractors in Field Operations and Core and Customer Installation, Repair, and Maintenance Centers • Engagement with manufacturers, suppliers, industry representatives, and entities • Availability and ability to perform 7x24x365 and on- call duties with limited assistance