Truman L King

Senior Services Manager @Juniper Networks

Denver, CO, US

Representing Juniper daily as an onsite services coordination resource for a multi-billion dollar service provider. Ultimately responsible for the success 4 lines of business at the customer using Juniper Network solutions. Coordinating and delivering technical support, incident management, root cause analysis, engineering escalations, case updates, asset management, and monthly reporting. Maintaining relationships and presence onsite with dozens of T2 support engineers, principal engineers, management, directors, and VPs. Aligning with a global team of resources dedicated to this customer, providing 24*7*365 availability. Direct line reporting with 4 senior level resources, with lines or coordination with 8 more.• Began delivering in-role within 2 weeks• Successfully lead the resolution of over a dozen complex escalations with a 5 min response time that averaged restoration under 3hrs• Contributed to overall decrease in monthly average case volume and escalations by regular incident follow-up and after-action coordination• Refreshed the standard operations review with enhanced visuals and value messaging. Automated the development of the presentation, allowing for more complex data to be presented• Standardized team file management system, improving accuracy and reducing effort levels. Improved the process by which internal account details were documented, aiding support engineers.• Received direct positive feedback from VPs who had previously never given kudos

Appalachian State University

Bachelor's of Science