Leo Ferro

About Leo Ferro

Senior Network Operations Leader | Tier II Technical Escalations | Fiber & Enterprise Solutions | Strategic Program ManagementI am a high-impact Operations and Technology Leader with a career-long track record of transforming complex technical challenges into streamlined, revenue-driving solutions. Currently serving as a Senior Tier II Escalation Manager at AT & T, I serve as the final authority for resolving mission-critical enterprise fiber and network service issues. I specialize in bridging the gap between technical infrastructure and executive-level business goals.Throughout my tenure at AT & T and BellSouth, I have built a reputation for:* Driving Operational Excellence: I don\'t just manage processes; I reengineer them. I have successfully improved order accuracy and cycle times by developing robust documentation and training for Level 1 management teams.* Delivering Massive Sales Growth: As a Channel Account Manager, I exceeded annual sales quotas by 180%, leveraging non-traditional marketing and strategic business planning to capture new market share.* Managing High-Complexity Programs: From overseeing multi-region PMO projects to managing call centers with 60+ employees, I excel at coordinating cross-functional teams, IT vendors, and stakeholders to deliver on-time, under-budget results.* Technical & Executive Communication: I am adept at translating high-level technical data into actionable executive reports, ensuring all levels of the organization are aligned with KPI targets.Core Expertise:Network Service Provisioning • Executive Escalation Management • Fiber & Network Services • Business Process Reengineering (BPR) • Customer Experience Management (CEM) • Strategic Sales Leadership • PMO Project Management • Vendor Governance • Bilingual (English/Spanish)Technical Toolbox:Service Order Management Systems • CRM Platforms • Advanced Data Analysis (Excel/PowerPoint) • Executive Reporting • Process DocumentationI am passionate about building resilient teams and reliable network operations. Let’s connect to discuss network technology, operational leadership, or the future of enterprise fiber services.

Experience

1. Senior Network Technology Support Tier Ii Escalation Manager

   AT&T

   Sep 2017 — Present · Sunrise, FL, US

   Sales Support Manager on all things Fiber. Escalation resolution from Order fallout to installation fallout due to facilities and or other related issues. Extensive discipline in establishing strong collaborative partnerships with Field operations, Order management teams and Design and Provisioning teams. This network of partners assist in progressing orders and resolving issues. Also manage and coach Customer Service Associates to properly create and issue fiber orders to begin the order flow which in turn results in faster installations and increased sales improving over all revenue.

Education

• Fordham University

  Business, Management

  1976 — 1980

Skills

• Fiber Optics
• Call Centers
• Business Development
• Ip
• Networking
• Solution Selling
• Voice Over Ip (Voip)
• Cloud Computing
• Program Management
• Direct Sales
• Wireless Technologies
• Telecommunications
• Multiprotocol Label Switching (Mpls)
• Internet Services
• Hosted Services
• Shotokan Black Belt
• Sports Conditioning Coach
• Wireless
• Telephony
• Voip
• Channel Partners
• Data Center
• Carriers
• Telecommunications Management
• Channel
• Mpls
• Unified Communications
• Training & Development
• Strategic Partnerships
• Internet Protocol (Ip)
• Team Leadership
• Leadership
• Management
• Co-Location
• Project Management
• Managed Services
• Rfp
• Training
• New Business Development