Synergy’s Employee Spotlight series profiles some of the best and brightest of Syniverse who make mobile work for our customers around the world.
What’s your title and role at Syniverse?
I’m a Technical Service Manager at Syniverse’s global headquarters in Tampa, Florida, and I’m responsible for providing support for one of our largest customers. Specifically, I act as a liaison between the customer and Syniverse’s different internal support teams to ensure that any customer needs are managed as quickly and efficiently as possible. This includes managing project escalations, bringing service-impacting issues to resolution, and providing exceptional customer service at all times.
How long have you been at Syniverse?
I’ve been with Syniverse for 17 years. I started on the fraud team, then moved to the customer hotline group, then to a network operations center, and then to a larger network team, as Systems Engineer. I’ve been in my current position of Technical Service Manager for almost five years.
What are you working on this month?
One of the things I enjoy most about my role is that it’s constantly changing. This month I’m working on getting our customer’s new team in Ireland up to speed on some of Syniverse’s different roaming monitoring tools. The new team is specifically focused on monitoring international roaming subscribers, and it’s integrating Syniverse’s Visibility Services, VisProactive and Roaming Intelligence Suite products to do this.
What’s one of the most valuable insights you’ve gained during your career in mobile?
Without a doubt it’s that the mobile industry is constantly evolving. One thing, however, that remains a constant is the customer’s need for the best experience possible, whether it be from the performance of a product, the technical support received for using the product, or the business counsel received for the best ways to get the most from the product. I’ve learned that one of the keys to delivering this experience is to aim to exceed the customer’s expectations – always.
What’s been your best moment at Syniverse?
There have been many moments that I remember over the past 17 years. In the last year, though, the biggest accomplishment I was involved in was a project with our implementation, network and application support teams to get our customer’s GRX, CRX, LTE and AAA traffic migrated on to four regional IPX circuits. This took an incredible amount of planning, coordination, and hard work for all involved, and, amazingly, we were able to complete it with minimal downtime.
What’s the best thing about working at Syniverse?
I particularly enjoy working on the front line and supporting the customer directly on a daily basis. It’s extremely rewarding when I can provide resolution to my customer’s business-critical needs.
Tell us about your mobile lifestyle. What kind of phone do you use?
I use an iPhone 6S.
What’s your favorite app or tool on your phone, and why?
I’m an avid runner, and I use Runkeeper to keep track of my runs when I’m training. Also, I can’t run without music, so I use the Spotify app quite a bit as well.
What’s the longest you’ve gone without using your phone recently?
Maybe a few hours, not counting when I’m sleeping. Otherwise, the only time I’m not using my phone is if I’m flying.
What do you like to do outside of work?
As mentioned, I enjoy running, especially in long-distance races. I also enjoy anything else that gets me outside, like going to the beach, golfing and snowboarding. And I enjoy spending time with my wife and two kids.