Manager of Network Operations

Jul 2016 - Feb 2022 · 5 yrs 8 mos

Hamilton, Ontario, Canada

Led Network Operations for a regional ISP serving ~3,000 customers, with end-to-end responsibility for network reliability, infrastructure, and service delivery across a 25-person organization.

• Designed, deployed, and maintained ISP network infrastructure, including routing, switching, and access networks. Managed core services such as DNS, DHCP, authentication systems, and monitoring platforms to ensure high availability and performance.
• Oversaw day-to-day NOC operations, including incident response, escalation, and root cause analysis for network outages and service degradation. Implemented proactive monitoring and alerting to reduce downtime and improve mean time to resolution (MTTR).
• Planned and executed network expansion and upgrades, including capacity planning, hardware lifecycle management, and vendor selection. Evaluated and implemented new technologies to improve scalability, redundancy, and operational efficiency.
• Established and enforced network security practices, including firewall configuration, access control, and risk mitigation strategies to protect infrastructure and customer data.
• Managed backup, disaster recovery, and business continuity processes to ensure service resilience. Maintained system documentation, network diagrams, and operational procedures.
• Collaborated with cross-functional teams to optimize workflows, improve customer experience, and support business growth. Provided leadership, mentoring, and technical guidance to staff while driving continuous improvement across network operations.

Senior Technical Lead

Jun 2015 - Feb 2022 · 6 yrs 9 mos

Greater Toronto and Hamilton Area, Ontario, Canada

Provided technical leadership across network operations, infrastructure, and service delivery for a regional ISP, acting as the senior escalation point for complex network and systems issues.

• Led the design, implementation, and optimization of ISP infrastructure, including routing, switching, access networks, and core services. Drove improvements in network reliability, scalability, and performance through proactive monitoring, root cause analysis, and system tuning.
• Mentored and guided NOC and technical staff, establishing best practices for troubleshooting, incident response, and operational workflows. Acted as a bridge between engineering, operations, and business teams to align technical solutions with organizational goals.
• Oversaw deployment of new technologies, network upgrades, and service rollouts, ensuring minimal customer impact and adherence to change management processes. Evaluated vendors, tools, and platforms to enhance network capabilities and operational efficiency.
• Contributed to automation initiatives, internal tooling, and process improvements to reduce manual effort and improve visibility across systems and network performance.

Network Operations and Implementation

Mar 2009 - Feb 2022 · 13 yrs

Greater Toronto and Hamilton Area, Ontario, Canada

Played a key role in building and evolving network operations and infrastructure for a growing ISP, supporting both day-to-day operations and long-term network expansion initiatives.

• Designed, deployed, and maintained network infrastructure, including routing, switching, and access technologies. Participated in end-to-end implementation of new services, from planning and configuration to testing and production rollout.
• Supported NOC operations through advanced troubleshooting, incident resolution, and escalation handling. Worked closely with field technicians and support teams to diagnose and resolve service issues across customer and backbone networks.
• Led implementation projects for network upgrades, new customer deployments, and infrastructure expansions. Coordinated with vendors and internal stakeholders to ensure successful delivery of network initiatives.
• Developed and maintained documentation, network diagrams, and standard operating procedures to support operational consistency and knowledge sharing.
• Continuously evaluated and implemented new technologies and tools to improve network performance, reliability, and scalability.

Manager of Business Services

Nov 2015 - Jul 2016 · 9 mos

Greater Toronto and Hamilton Area, Ontario, Canada

Led business services operations for ISP commercial customers, focusing on service delivery, customer experience, and revenue-generating network solutions.

• Managed provisioning, support, and lifecycle of business customer services, including dedicated internet, VoIP, and custom network solutions. Acted as the primary point of contact for high-value clients, ensuring service quality and timely issue resolution.
• Collaborated with sales and technical teams to design and deliver tailored connectivity solutions, aligning network capabilities with customer requirements and business objectives.
• Oversaw service delivery workflows, improving provisioning timelines, installation coordination, and customer onboarding processes. Identified opportunities to streamline operations and enhance customer satisfaction.
• Handled escalations for business customers, performing root cause analysis and coordinating resolution across technical teams. Maintained strong relationships with clients and partners to support retention and growth.