Ed Stein

2646 Silver Dust Drive

Buford, GA 30519
+1.404.281.5069
ed.stein@mail.com

SUMMARY
Customer satisfaction driven Business and Network Operations Management profess
ional who combines a solid technical background with strong business acumen. Bro
ad experience with wireless telecom equipment and networks, software development
, and enterprise level client-server network solutions. Extensive international
experience working with wireless carriers in over 30 countries implementing, sup
porting and maintaining mission critical Value Added and Operations Support Syst
ems serving over 75,000,000 subscribers. Profit/loss responsibility for a $50,00
0,000.00 after sales technical services account. Proven track record of deliveri
ng creative, cost efficient solutions to complex problems while providing strong
leadership in challenging high stress environments with decisive and effective
execution.

CORE COMPETENCIES
• Program Management
• Contract Negotiations
• Network Operations
• Profit/Loss Responsibility
• Strategic Vision and Planning
• Outage/Emergency Management
• Customer and Vendor Relations
• Process Analysis and Improvement
• Training and People Development

PROFESSIONAL EXPERIENCE
NATIONAL CARE PROGRAM MANAGER (2005-2008 ATLANTA, GEORGIA)
NOKIA SIEMENS NETWORKS (FORMERLY NOKIA NETWORKS)
Key member of the AT&T National Platforms Customer Business Team. Customer relat
ionship owner, primary interface towards the customer, and single point of conta
ct for escalations and customer satisfaction related issues. Business owner with
profit loss responsibility for a $50,000,000.00 Care Service account. Directed
global virtual teams for technical support operations, product rollout projects,
and emergency/outage case resolutions. Managed internal and external resources,
as well as customer and vendor contracts and service level agreements. Platform
s of responsibility included Multimedia Messaging, Legal Interception, 911 Locat
ion Services, Firewalls, Border Gateways, Application Gateways, Gateway GPRS Sup
port Nodes, and Charging Gateways solutions that served over 75,000,000 subscrib
ers.
Achievements:
• Raised the account profit margin from under -66% to over +40% by revamping process
es and procedures.
• Improved systems availability from less than 75.00% to greater than 99.99%.
• Grew the Multimedia Messaging installed base by 250% while traffic increased by 80
00%.
• Twice officially recognized for outstanding customer service.
• Secured the largest Preventative Health Check contract in NSN history.
• Sold and delivered a customized version of the Network Data Warehouse Reporting Su
ite.
• Defined and implemented processes for tracking and ensuring contract SLA targets w
ere met.
SOFTWARE MAINTENANCE MANAGER (2003-2005 HELSINKI, FINLAND)
NOKIA SIEMENS NETWORKS (FORMERLY NOKIA NETWORKS)
Key member of the Value Added Services R&D Management Team. Planned, managed, co
ordinated, and controlled all aspects of the software defect management and main
tenance processes for the Nokia Multimedia Messaging Center, Application Gateway
, and Short Message Service Center products. Supervised fault management staff,
managed software correction teams, and developed short and long term improvement
plans for fault prevention activities and maintenance capabilities. Managed a m
ultitude of change delivery projects from initial identification of software def
ects, through the final delivery of software corrections and third-party patch b
undles to the existing customer base. Provided work around solutions to backend
technical support, as well as input and feedback to the testing and development
teams.
Achievements:
• Increased response time quality metrics from below 65% to over 95% by optimizing p
rocesses and procedures.
• Managed a multitude of change delivery projects while delivering results on time a
nd on budget.
• Chairperson for three different Fault Management Boards.
• Successfully resolved every critical customer case that was escalated to product l
ine.
• Defined and wrote product specific Service Level Agreements between product line a
nd technical support.
• Product line representative during the investigation and resolution of high profil
e, business critical support cases.
SENIOR TECHNICAL TRAINER (2001-2003 HELSINKI, FINLAND)
NOKIA SIEMENS NETWORKS (FORMERLY NOKIA NETWORKS)
Member of the Value Added Product Line Training team that produced all technical
and end user Multimedia Message Service Center, Application Gateway, Short Mess
age Service Center, Wireless Access Protocol Gateway, and Profile Server related
training materials. Responsible for conducting training need analysis, course d
esign and development, course delivery, carrying out post delivery evaluations,
and running "Train the Trainer" workshops.
Achievements:
• Designed and developed the MMSC Certified Engineer Program.
• Radically redesigned training courses to incorporate Trainer’s Guides and Student Hand
outs.
• Maintained a 4.8 (scale of 5.0) customer satisfaction average.
• Subject matter expert on the Nokia MMSC, AGW, SMSC, WAPGW, and Profile Server prod
ucts.
NETWORK OPERATIONS CONSULTANT (1999-2001 DÃœSSELDORF, GERMANY)
NOKIA SIEMENS NETWORKS (FORMERLY NOKIA NETWORKS)
Member of the Operations Support Systems Consulting team that provided all Nokia
GSM network performance consultancy services. Provided onsite consultancy, cond
ucted network audits and optimization, delivered on the job training, defined cu
stom KPIs, as well as designed, developed and implemented custom network reporti
ng solutions.
Achievements:
• Subject matter expert on GSM Network Performance Management.
• Designed and developed the Network Data Warehouse Administration and Report Creati
on Courses.
• Developed a solution that combined both alarm and performance data to monitor cell
ular hot spots.
SYSTEMS ENGINEER (1997-1999 TAMPERE, FINLAND)
NOKIA SIEMENS NETWORKS (FORMERLY NOKIA NETWORKS)
Member of the Operations Support Systems Documentation and Training team that pr
oduced all technical and end user OSS product related documentation. Defined bes
t practices for utilizing Nokia software to implement radio frequency plans in o
perational GSM networks. Retuned customer GSM networks and conducted retuning wo
rkshops.
Achievements:
• Subject matter expert on GSM Radio Network Parameter Management.
• Designed, developed, and instructed the Nokia Radio Network Parameter Management c
ourse worldwide.
• Conducted NetAct release and delta courses to global customers.

ADDITIONAL EXPERIENCE
TECHNICAL TRAINER, FUJITSU (1994-1997 HELSINKI, FINLAND)
TECHNICAL EDITOR, FUJITSU (1992-1994 TAMPERE, FINLAND)
JR. ELECTRICAL ENGINEER, ZELLWEGER USTER (1990-1991 KNOXVILLE, TN)

MILITARY EXPERIENCE
UNITED STATES MARINE CORPS (1983 – 1989)
Rank: Corporal
Discharge: Honorable
MOS: 6492 Avionics Calibration Technician
Security Clearance: Secret

EDUCATION
University of Tennessee, Knoxville (1988 – 1991)
Major: Electrical and Computer Engineering
Lowery Air Force Base, Denver Colorado (1984 – 1985)
Precision Measurement Equipment (Calibration and Repair)
United States Naval Air Station, Memphis Tennessee (1984 – 1984)
Basic Electricity and Electronics