CHRIS TAYLOR
Parker
Summary
Dynamic Senior Manager with extensive experience at Lumen Technologies, excelling in team management and performance optimization. Spearheaded RPA initiatives, enhancing operational efficiency and customer satisfaction. Proven track record in network troubleshooting and process improvement, driving significant cost avoidance and service reliability in high-stakes environments.
Overview
32
32
years of professional experience
Work History
Senior Manager, Advanced Technical Support
Lumen Technologies
Littleton
03.2018 - 04.2024
- Directed a team of 10 Senior and Lead Operations Engineers, delivering advanced technical support for transport technologies. Reviewing Global Change Requests (GCR) and NetBuilds to resolve complex network issues improving customer satisfaction and operational efficiency.
- Spearheaded 3 RPA projects in a Continuous Integration/Continuous Deployment (CI/CD) environment, utilizing the Itential workflow automation platform, creating customer service tools and proactive network management tools.
- Developed and implemented technician training program to reduce trouble ticket volume by 3-5% annually.
- Led Kaizen initiative to streamline onboarding and reduce training time, achieving ~$14,000 in cost avoidance OPEX per technician.
Manager, Service Assurance Advanced Repair
CenturyLink (now Lumen Technologies)
Littleton
05.2017 - 03.2018
- Established Technical Support team to deliver Tier III support for customer-facing repair centers.
- The network engineers provided Tier III Support across voice, IP/Ethernet and Transport.
- Designed internal processes and procedures to improve customer satisfaction.
Manager, Ethernet Repair
CenturyLink (now Lumen Technologies)
Littleton
12.2013 - 05.2017
- Established specialized Ethernet repair center by transitioning transport technicians, resulting in 30% improvement in on-time call responses and 54% faster repair times.
- Enhanced ticketing system through IT collaboration, automated customer communications via email, leading to 64% improvement in response times and 22% increase in ticket completions.
- Improved KPIs with 23% better repair time commitments through targeted training and team expansion.
Manager, Transport Services Repair and Professional Services NOC
CenturyLink
Littleton
07.2004 - 12.2013
- Launched a revenue-generating Professional Services NOC with a team of 15, securing multi-million-dollar contracts by managing customer transport networks.
- Oversaw 50 customer-facing technicians supporting DS0-100G transport services across domestic and international networks, achieving high service reliability and customer satisfaction.
- Coordinated domestic and international third-party providers, including terrestrial and subsea, to ensure seamless service delivery.
- Led a Change Management team of 15 for two years, streamlining processes during company acquisitions to enhance operational integration.
- Represented senior management in customer-requested facility tours, strengthening client relationships and bringing new business to the company.
Director/Manager, Broadband Installation Group
Qwest (now CenturyLink / Lumen Technologies)
Denver
09.1999 - 07.2004
- Grew team from 15 to 90+ technicians, increasing circuit installations from 350 to 1,700+ per month. Implemented a Performance Management program with KPI-driven metrics.
- Directed execution of major projects, ensuring alignment with business goals and adherence to timelines.
- Developed and implemented policies that streamlined operations and improved organizational effectiveness.
- Fostered a culture of continuous improvement through mentorship and targeted professional development initiatives.
Manager, Broadband Provisioning
Qwest
Denver
02.1998 - 09.1999
- Designed DS3-OC192 services and established cross-organizational processes to enable efficient service delivery in startup environment.
- Issued ASRs and obtained customer LOAs to fulfill access requirements and facilitate timely project execution.
- Oversaw daily operations to ensure smooth workflow across departments.
- Managed team performance through regular feedback and coaching sessions.
- Developed and implemented operational strategies to enhance efficiency.
Network Provisioner/Engineer
Sprint
Kansas City
06.1992 - 02.1998
- Coordinated provisioning processes for new customer activations and service changes.
- Coordinated DS0-DS3 circuit design, vendor relations, and network augment projects, resolving database errors to ensure successful platform rollout.
- Collaborated with vendors to ensure timely delivery of devices and accessories.
- Managed inventory levels for telecommunications equipment and supplies.
Education
BS - Telecommunications Management
DeVry University
Kansas City, MOSkills
- Incident management
- Performance optimization
- Process improvement
- Process automation
- Project management
- Data analytics
- Agile methodologies
- Monitoring tools
- Network troubleshooting
- Network optimization
- Transport technologies
- Optical networking
- Ethernet networking
- IP backbone infrastructure
- CRM systems
- Documentation development
- Cross-functional collaboration
- Team management
- Office suite applications
Timeline
Senior Manager, Advanced Technical Support
Lumen Technologies
03.2018 - 04.2024
Manager, Service Assurance Advanced Repair
CenturyLink (now Lumen Technologies)
05.2017 - 03.2018
Manager, Ethernet Repair
CenturyLink (now Lumen Technologies)
12.2013 - 05.2017
Manager, Transport Services Repair and Professional Services NOC
CenturyLink
07.2004 - 12.2013
Director/Manager, Broadband Installation Group
Qwest (now CenturyLink / Lumen Technologies)
09.1999 - 07.2004
Manager, Broadband Provisioning
Qwest
02.1998 - 09.1999
Network Provisioner/Engineer
Sprint
06.1992 - 02.1998
BS - Telecommunications Management
DeVry University