SETH PFEIFFER Global & National Operations Expert

SETH PFEIFFER
Global & National Operations Expert
Expertise in Service Quality, Training, and Operational Management disciplines. Exceptionally proficient in
directing Global Operations teams, organizational transition and transformation initiatives and Special Projects…
I am a technically savvy, seasoned professional with the acumen to lead national and global operations end
to end through strong organization, program management and leadership techniques; as an expert in global
services framework, I am capable of inspiring teams to deliver world class quality, processes and solutions.
PROFESSIONAL EXPERIENCE
Nokia Networks, Irving, TX - A world leader in mobile broadband
Head of Project Resourcing, North America
2013 - Present
Responsible for the creation and daily direction of a centralized regional Project Resourcing function within the North
American Delivery Support organization; leading large scale national project delivery teams in staffing, planning and
fulfillment. Directing multiple autonomous teams tasked with implementation and alignment of Project Resourcing
strategies within the framework of Human Resources, Procurement and PMO policies to support Nokia’s national project
delivery teams, Business Operations and executive steering groups.
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Directing the creation and implementation of processes and tools to support centralized operations regionally
Emphasis on directing senior managers in a regional virtual team environment with global interfaces
Resource Demand Team currently processes requirements for over 100 active projects on a monthly basis
Resource Management Team has on-boarded and deployed more than 500 resources in the first half of 2014
Operations Director, IMS Core network
2012 - 2013
Directed the immediate deployment of handpicked SME engineering resources to customer’s 24x7 Network Operations
Center focused on improving core network availability and rebuilding a bleak customer relationship. Directed internal and
customer engineering teams in building a structure for operational governance to address future outage and emergency
interactions.
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Dimensioned and deployed a 24x7 engineering first response team supporting the world’s largest LTE IMS core network
Developed requirements, coded and deployed software resulting in an improved cost baseline and fault location time
Directed RFX process, contract negotiations and supplier selections in staff augmentation phases
Reduced Operating Cost by 50% within ninety days of assuming role while improving customer core network availability
Managed Services Solutions & Business Development
2011 - 2012
Work closely with Customers, Account Leads and Reseller teams to dimension and deliver innovative solutions through a
combination of proven capability and practical hands-on experience in Fixed and Mobile Telecommunications. Assessing
Operator networks and building realistic business strategies that relate directly to each unique opportunity.
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Program Managed the creation of a dynamic operations model aimed at enabling global Shared Delivery to Tier 3 CSP’s
Analyzed market research and global operations benchmarks to customize end-to-end solutions for Network Operators
Integrated customer focus and delivery excellence principles in market leading value add service proposals
Dimensioned Managed Service Network Opportunities in IMS, DWDM, 2G, 3G, 4G, LTE, Wi-Fi and Smart Grid technologies
Service Evolution Director, National Operations
2009 - 2011
Manage a team of service improvement gurus; delivering innovative methods and procedures with the goal of optimizing
national Network Operation teams Business Operations. Provide expertise and guidance for team while handling IT
transition, transformation and trial activities. Direct team progress in areas of Quality Assurance, Personnel and Team
Development, Process Design, Operational and Business Metrics, IT Architecture and Change Control.
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Established and grew Operational and Business metrics scoring in the North American Managed Services organization
Drove global, regional and local tool methodologies towards integrated models
Increased network operations services portfolio by devising improvements to longstanding customer solutions
Implemented an intelligent dispatch plan resulting in reduced field engineering costs by 70% in first year of operation
Seth Pfeiffer - PROFESSIONAL EXPERIENCE (continued)
National Operations Director, Wi-Fi
2008 - 2009
Oversee several national teams performing daily business operations of several metropolitan municipal WiFi networks for a
Tier 1 telecom provider. Manage Network Engineering, Network Operations, Field Engineering, Software Development,
Platform Support and Hardware Engineering teams. Account for daily reporting, escalation, disaster management and
performance metric analysis. Handle a diverse business interface ranging from customer, executive and partner
perspectives.
 Directed one of the largest single municipal WiFi deployments in U.S., delivering a cutting edge public “smart city”
 Strong emphasis on managing ongoing negotiation, structure, execution and delivery of partner contracts
 Implemented an intelligent dispatch plan, resulting in first year reduction of field engineering costs by 70%
Operations Manager, Remote Integration Center
2007 - 2008
Responsible for day to day operations of the Remote Integration Center including the daily management of three direct
reports and ten indirect. Providing remote support teams an escalation point for activities involved in nationwide
GSM/GPRS/EDGE/UMTS/WiMAX network rollouts. Create and manage quality standards, ensuring that processes are adhered
to. Provide Project Management guidance to team and manage interaction with Market Managers.
 Design, review, modify and execute roadmaps for the renewal of organizational tools
 Responsible for the conception, maintenance and daily execution of an efficient quality management framework
 Contribute guidance for service and sales descriptions relating to work products and packages offered by sales team
Network Services Operations Lead
2006 - 2007
AirNet Communications, Melbourne, Florida
Senior Technical Support Engineer
2000 - 2006
U.S. ARMY, 10th Mountain Division, Fort Drum, NY
Sergeant - Site Chief
1996 - 2000
 Army Commendation Medal for outstanding career performance (2000)
 Army Achievement Medal for excellence in the instruction of Network Encryption Services training (1998)
CONTINUING EDUCATION
Certificate, Cisco CCNA, ETEC, (2007)
Diploma, Leadership Development Course, U.S. Army, Fort Drum, NY (1998)
Extension course, Enhanced Standard Operator, Fort Drum, NY (1997)
Combat lifesaver EMT (40 hours) (1997)
Diploma, Network Switching Systems Operator / Maintainer, Fort Gordon, GA (1996)
Certificate, Electronic Switching Systems (644 hours), GTE Resident School, Fort Gordon, GA (1996)
EXPERTISE
 Business Operations and Management
Operations Management, Contracts Management, Transition and Transformation, Outsourcing, Global Resourcing, Cost
and Progress, Business Management, Program Management, Project Management, Global Virtual teamwork, OPEX
Management, Business Development, Customer Relationship Management
 Soft-skills
Windows 98/NT/2000/XP/Vista/7, Cisco CCNA, MS Office, Citrix, UNIX, Linux, VXWorks, Solaris, DX200, Inet, Belair,
Proxim, Alvarion, Sena, WTI, Garderos, MML, MMI, SS7, T1, RF, SDR, Exceed, HP Openview, Configuration Management,
Performance Management, Fault Management, O&M, I&C, QPR, ASP/Web development…
 Managing Telecommunications Platforms
GSM, MSE, VMS, HLR, VLR, NSS, BSS, SGSN, GGSN, WAP, EDGE, BTS, OMC-R, PBX, MMSC, RNC, RAN, WBTS, UMTS, SMSC,
WiFi, IMS, RAN, OSS, NetAct, LTE, 3G, 4G, HSS, and WCS…