1. GINO PALLUCONI (585) 645-
8858
‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗‗
‗
4 Persimmon Drive, Penfield, NY 14526 gpalluconi@rochester.rr.com
PROFESSIONAL PROFILE
Dedicated and result driven manager with a proven track record of improving business process efficiencies to reduce order
delivery and support intervals, while increasing client satisfaction. People oriented manager with focus on developing
highly efficient teams that manage heavy workloads in a fast-paced environment, while maintaining high quality
standards
CORE COMPETENCIES
Customer Relationship Management Hosted VOIP services
Business Process Development Team Building & Organizational Leadership
Project Management Systems Integration & Requirement Documentation
Call Center Management Process Improvement
Corporate Mergers Six Sigma Greenbelt & Kaizen
Professional Experience
EarthLink Business Rochester, New York
Senior Manager – Hosted Support Team 3/2014 - 2/2015
Created and oversaw the day-to-day operations and direction of the Hosted Support teams. Improved business processes, reduced
order intervals, and increased client satisfaction. Remotely managed several diverse teams that supported our Hosted VOIP client
needs including: Customer Care, Order Entry, Order Coordinators, Post Install Technicians, Hosted Call Flow Designers, Hosted Call
Flow Programmers, and Client Trainers.
• Reduced MAC (Move, Add, Change) order intervals by 60% through reduction in handoffs, system automations, and process
improvements.
• Developed and implemented weekly inventory reporting, KPI, workforce utilization, and monthly performance reporting to
track team and individual performance toward end of year goals.
• Partnered with internal ASPECT PBX team to implement new Hosted Client Care support line including: IVR menus and
routing, updated order form information, and processes that supported incoming client MAC orders. Changes streamlined
client MAC order process.
• Worked with IT team to revise existing and create new MAC provisioning plans to remove steps and reduce order intervals.
• Worked with IT team on improvements to the client Web Portal tool, which implemented online client order forms and "live
chat" capability with Care agents.
• Developed and implemented processes, system upgrades, and additional training material to support new product releases.
• Developed business case and hired training staff to take over onsite training, reducing vendor costs by $300,000 per year.
Senior Manager – HostedNEC System Design & Training 8/2012 – 3/2014
Directed the day-to-day operations and performance of the System Design and Training teams.
• Remotely managed three diverse teams: Hosted VOIP Design, NEC PBX Design, and Client Training.
• Redesigned and implemented overall changes to Hosted VOIP pre-OSS order processes that reduced intervals, up-sell
features, and improved order quality. Changes reduced interval by 5 days.
• Worked with IT organization to develop and implement an online WebEx client training registration program. System
reduced internal hand offs and client coordination that improved the client training experience.
• Created online customer survey that monitored performance of training program, achieved an average score of 4.8 out of 5.0.
• Reduced overall Hosted Database collection interval to an average of 10 days and 25% of orders same day through improved
data collection methods and system enhancements.

2. Director – Technical Support 8/2011 – 8/2012
Directed the day-to-day operations and performance of the Technical Support Tier III, Carrier, and Enterprise Client repair teams.
• Integrated, cross trained, and consolidated email and abuse teams to improve handling of client related issues. Consolidation
reduced mean time to repair (MTTR) by 20%.
Gino Palluconi * 585 645 8858 * gpalluconi@rochester.rr.com Page 2
______________________________________________________________________________________________________________________________________
• Created chronic team to address repeat local loop issues and worked with LEC teams to reduce repair rates by 10%.
• Worked closely with Carrier Sales team to improve trouble handling and increase carrier termination traffic by 30%.
• Completed server upgrade, new test head deployment, and support of existing test heads for TollGrade MLT test system.
• Implemented new DSL DIG tool that identified DSL facility status and statistics for Paradyne and TA 3000 DSLAM units.
• Developed requirements, process documentation, and implementation of repair ticket creation for Retail Clients through the
OneConnect portal. New system reduced inbound ticket creation and status calls by 10%.
• Successfully reorganized Repair organization, due to EarthLink merger, into customer and network facing organizations.
Improvements were seen in our call center related statistics (ASA, AHT, ABD % rate).
Director – Repair Organization 5/2010 – 8/2011
Developed and implemented integration strategy to support Repair Operations for the new combined company EarthLink.
• Successfully oversaw Repair Organization team, which consisted of 174 technicians and 15 managers located in three
centers. Implemented processes to operate the three physical centers as one virtual center.
• Repair teams included Call Center environment for Voice and Data Answer Technicians, Voice and Data Level 1 & 2, ILEC
Technicians, and T1 Transport Technicians.
• Created and managed yearly organizational budget. Successfully met budget targets on a yearly basis.
• Set and managed goals for Mean Time to Repair (MTTR) and Call Center performance metrics (AHT, ASA, ABD rate, etc.).
Met or exceeded goals set on a yearly basis.
• Interfaced and worked with senior level representatives from Local Exchange Carriers (LEC) to build relationships with
vendors, monitor vendor performance, implement process improvements, and escalation support needs.
• Identified and implemented process improvements, tools, and organizational changes to provide optimal support for our
clients, including restructuring of IVR menus, skill based routing, virtual hold system, and ticket opening processes.
Division Manager – Strategic ProjectsProcess 11/2008 – 5/2010
Oversaw the strategic plan for systems, training, and process updates in support of the Repair Operations teams.
• Designed requirements, supported testing, and implementation of over 50 enhancements to the Remedy Repair Ticketing
system. Enhancements were all targeting improving ticket handling efficiencies, reduction in swivel chair needs for data
collection, reduction of mean time to repair (MTTR), and improving the client experience.
• Involved with on-time deployment of five new products, which ensured proper support tools, technical and product training,
and additional revenues for the organization.
• Worked with training department on documentation to support system changes, technical training, and new products.
District Manager – Repair Operations 10/2006 – 11/2008
Developed and implemented integration strategy to support Repair Operations for the new combined company OneCommunications.
• Successfully integrated Repair Operations for combined company including:
o Reduced six repair centers down to two strategic locations, reducing real estate costs.
o Set up two physical centers to operate as one virtual center.
o Migrated from five PBXs and IVR systems to one system. (ASPECT), reducing phone system costs.
o Consolidated five repair ticketing systems into one system. (REMEDY), eliminating additional system costs.
o Consolidated five Operational Support Systems into two main systems with ties into the repair ticketing systems.
o Coordinated training requirements to cross train technicians on various network elements due to merger.
o Worked on development and deployment of a client repair survey to measure the client experience, used the results
to identify areas of improvement for the client experience.
o Responsible for developing, measuring, and meeting goals associated with client call center and “mean time to
repair” (MTTR) statistics.
Sr. Manager – Voice Repair 11/2004 – 10/2006
Managed the daily operations and direction of the Voice Repair call center and technicians for ChoiceOne Communications.
• Managed Voice Level 1 teams responsible for receiving inbound client repair calls, ticket creation, first call resolutions, and
troubleshooting for hand off to higher-level teams.

3. • Managed ILEC Maintenance team, which was responsible for submitting repair tickets to ILEC companies, following up for
status, and setting up vendor meetings with ILEC and operations teams to resolve client local loop issues.
Gino Palluconi * 585 645 8858 * gpalluconi@rochester.rr.com Page 3
______________________________________________________________________________________________________________________________________
AT&T Local Network Services (formerly ACC Telecom) Rochester, New York
District Manager 9/1996 - 11/2004
Accountable for the overall strategic development of the provisioning center, including hiring, training, creating goals and objectives,
and performance monitoring. Managed five departments that consisted of 56 technically diverse professionals. Responsible for
on time delivery and project management of high-profile client implementation projects.
• Integrated service delivery operation teams to support merger of ACC, Teleport, and AT&T.
• Designed and implemented the Universal Agent Program that trained techs in order review, circuit design, translations, test &
turn-up, and billing implementation. Integrated web-based order entry systems to reduce manual processing. Achieved 30%
reduction in cycle time by eliminating hand-offs.
• Created Quality Assurance Acceptance Group responsible for test & turn-up of voice, data and facilities with 98% accuracy.
• Founding team member who deployed ACC Business, which was a sales agent subsidiary of AT&T.
ACC Telecom Rochester, New York
Positions Held: 1993 - 1996
• Repair & Network Operations Manager, Network Security Manager, OSS Project Manager, Service Delivery
Manager.
• Held multiple Managerial positions within the organization. Managed highly efficient teams that delivered
outstanding client service from customer installation through post install support.
RCI Long Distance Rochester, New York
Positions Held: 1987 - 1993
• Network Operations Technician, Toll Fraud Specialist, Direct Marketing Representative
• Held multiple positions within company, showing stead growth in responsibilities and scope of knowledge.
Started as Direct Marketing rep that exceeded monthly quote for sale of long distance services. As Toll Fraud
specialist assisted in reducing fraud credits by 25%. Promoted to Network Operations Technician where I assisted
in improving the mean time to repair by 15%.
EDUCATION
Bachelor of Arts, Communication Studies, SUNY College at Oswego, Oswego, NY
PROFESSIONAL DEVELOPMENT
Six Sigma Green Belt, Kaizen, DISC Training, Delegation Techniques, Security in the Workplace, Performance Objectives, Sexual
Harassment and Diversity Training, Business Writing, Conflict Resolution, OSI model, MPLS, Hosted VOIP (Meta Switch)
AWARDS & RECOGNITION
• EarthLink Super Star Award nominated by team for outstanding support of corporate values
• OneCommunication “Expect More from One” awards for demonstrating behaviors that support the corporate values
• OneCommunication “The R.A.C.E. is on!” awards for demonstrating behaviors that supported the corporate values.
• Spirit of Service Award – providing contributions to AT&T revenue growth, customer satisfaction, and leadership.
• Culture in Action Award – superior efforts in making AT&T the Unrivaled #1 National CLEC.
• 2004 AT&T Project Management Excellence Award – attainment of significant and sustained business results.
• ACC Telecom Presidential Award – outstanding performance throughout the year.
COMMUNITY INVOLVEMENT
• Rochester Futbol Club – Assistant Coach
• Relay for Life & Kidney Foundation Walkathon team member