Frank Politi is an IT Service Management Professional seeking to apply his extensive IT experience and skills while continuing to learn. He has over 20 years of experience in roles such as District Service Manager at EMC, NOC Technician at Verizon, and Senior Field Operations Manager at Focal Communications/Broadwing. Politi has expertise in a variety of technologies and strong leadership, customer service, and problem-solving skills.

1. Frank Politi
5725 Oak Mill Court
Glen Allen, VA 23059
Cell Phone – 804-248-8035
LinkedIn - https://www.linkedin.com/in/frank-politi-161b0018
Information Technology Service Management Professional
Seeking to apply my all of my IT skills and experience while continuing to learn and expand my
technical knowledge of emerging professional trends.
I am an energetic, ambitious person who has developed a mature and responsible approach to any
task that I undertake, or situation that I am presented with. I have a clear, logical mind with a practical
approach to problem solving and a drive to see things through to completion. I have a great eye for
detail. I am eager to learn, I enjoy overcoming challenges, and I have a genuine interest in Business
Management
Professional Experience:
EMC, Richmond, VA 2011 - Present
District Service Manager
 Deliver outstanding customer services with a high sense of urgency utilizing diversity
through teamwork.
 Currently manage and coordinates 16 direct field reports for all customers
 Service functions within Virginia’s Richmond, Tidewater, and Roanoke districts as well as
Greensboro, NC Triad areas.
 Conduct yearly salary and performance reviews as well as creating and aligning
individual development plans for employee future growth.
 Ownership of Account Bid Proposal process in collaboration with 3rd party internal
stakeholders.
 Direct relationship with customers and sales teams; working alongside both groups with
customer future sales opportunities and forecasts on all Dell/EMC product line.
 Assist customers and sales teams with future product purchase through sales strategy
meetings.
 Drive the quarterly and yearly metrics, working with executive level management, human
resources, and direct reports in order to develop effective strategies and programs to
meet functional and cross functional goals.
 the creation and implementation of individual sales opportunities and
development plans, which include meeting customer design objectives, goals, and
scoped budgets.
 Responsible for forecasting personnel requirements through maintaining effective
communication with Sales, Professional Services and other Service organizations.
 Ensure a high degree of customer satisfaction through both direct and indirect contact for
approximately 2000 customers.
 Manage and resolve of customers’ issues, raging from both hardware equipment and
software problems of all EMC products.
 Acquire technical support as needed to minimize equipment downtime
 Frequently negotiate with peers to facilitate the allocation of resources to speed problem
resolution.
 Direct efforts of a diverse group of Technical and Service Account Employees, engaged
in the oversight, installation, repair, modification and preventive maintenance of
equipment, networks, and software.
 effective spare parts management in area of control and also responsible for
assuring the accurate and timely administration and reporting of customer account
activities utilizing both local and corporate systems resources and database.
Senior Customer Engineer / Assistant Manager 2006 – 2011

2.  Became subject matter expert of EMC products including all IP Network SAN, NAS, CAS,
DAS systems (Such as Symmetrix DMX & VMAX arrays, CLARIION CX Series, Data
Domain, CELERRA, CENTERA, AVAMAR De-Duplication, Cisco & Brocade switches).
 Configure all Customer based EMC purchased equipment, as well as switches, including
equipment roll out and cabling, test & turn up, upgrades, CCA’s, FCO’s.
 Diagnose system malfunctions to isolate problems of EMC, other OEM vendors or
software and develop appropriate action plans.
 Provide technical account management for partners.
 Provide technical expertise, knowledgeable customer environment, professionalism, and
assured customer satisfaction with periodic visits to assigned accounts.
 Develop and deliver product presentations, statement of work, proof of concept, and
demonstrations to customers on a technical and nontechnical level with Sales and
Marketing for current and prospective clients.
 Work directly with EMC Sales & Technical Consultants and Project Management team to
establish and develop customers’ network requirements as the Senior Customer
Engineer.
 Provide customers with engineering solutions and advice of all data storage solutions.
 Manage district field Customer Service when local District Service Manager is absent or
when needed on a day-by-day basis.
 Proactively coordinate work activities for self and others as appropriate to meet goals.
 Manage and execute problem resolution plans and communicate closure/resolution of
EMC customer support, SAM, to partners and customers.
Verizon Global Network Solutions, Arlington, VA 2005 - 2006
NOC Technician
 Deliver test and turn up of all DS3, OC3, OC12, OC48 circuits across the Verizon
Network, using Netsmart to login to all Fujitsu, Siemans, and Cisco Sonet rings. Also,
called LEC partners and ordered customers for circuit test and acceptance.
 Create and manage orders through Active View Order Manager (AVOM).
 Utilize Navis Optical GUI interface to log into TITAN Dacs 5500’s and using TL1 for
configuration.
 Implement circuit design through XNG, and testing done through REACT Testing
Manager.
Focal Communications / Broadwing, New York, NY 1999 - 2005
Senior Field Operations Manager
 Manage and train all Field Technicians for company’s number one policy: Customer
Satisfaction.
 Maintain strong relationship with local Sales and Technical Operations.
 Coordinate weekly managers’ meetings to discuss issues regarding budget, engineering,
customer satisfaction, installation process, future projects and quarterly deadlines.
 Troubleshoot with Field Technicians on all aspects of equipment related issues.
 Maintain guidance for the technicians as well as individual career development,
managing dismissals and any disciplinary actions needed.
 Maintain contact with client base and LEC regarding scheduled and unscheduled facility
installations.
 Coordinate every aspect of job installation and completion, including scheduling meetings
with building’s Management and Sales Department for installation policies and
procedures.
 Successfully completed major projects, such as, First New York and New Jersey Fiber
Ring Network at Focal hub facilities, utilizing Fujitsu Equipment.
 Expanded and extended ring facilities throughout NY Metro Verizon Co-Locations.
Installed first 3 point ring facility.
 Managed and oversaw DSL project deployment in NYC and NJ in over 90 Verizon
collocations, including the installation of Lucent Stingers, Hyper Edge Quantum Links,

3. Copper Com HDSL switches, Nortel ANX’s, M-phase POTS splitter, Cisco 2600 routers
and Cisco Catalyst Hubs.
 Equipment testing including TTC 2310, Sunset test meters, NOYES light meters, Rifcos
light meters, Efficient Networks Speed Stream 5260, 4060 SDSL and ADSL Modems.
 Certified in Lucent Stinger, Copper Com, Nortel ANX, and FUJITSU Equipment.
MCI / WorldCom, New York, NY 1996 - 1999
Tech Support Agent - Contractor
 Assist Senior Manager with all issues regarding technical staff, i.e. daily activities,
preventative maintenance, and parts purchases for equipment.
 Train all new employees, as well as manage and dispatch field groups.
 Assist field technicians with installations and maintenance issues.
 Accompany technicians on installations to ensure quality as well as company procedures.
 Acquired knowledge in all aspects of circuits and equipment such as DS3, DS1, and
DS0.
 Install Wescom Channel Banks, Frame Relay Cascade Switches.
 Extensive experience with all FUJITSU Sonet equipment, Cisco 2500, 2600, 4500, 7000,
and 7500 series router, ATM Net Edge, BPX, GDC APEX.
 Equipment Testing of: TTC and Sunset test meters, Ameritech AM48, NOYES Fiber
meters, Anritsu and OTDR fiber test gear.
 Certified in FUJITSU FLM 150, FLM 600, OC3, OC48, OC192.
Education:
School of Visual Arts, NYC 1993-1994
Illustration and Graphic Arts
Arts Nassau Community College, NY 1990-1991
Illustration and Graphic Arts
Certifications:
 Certified in EMC SYMMETRIX,VMAX,VNX,CLARIION,DMX,NAS,CELERRA,DATADOMAIN,
 CENTERA,AVAMAR
 Certified in Navisphere Manager
 Certified in Lucent Stinger, Copper Com, Nortel ANX.
 Certified in FUJITSU FLM 150, FLM 600, OC3, OC48, OC192
Activities, Volunteering, Interests:
Reading.
Meeting people.
Travelling.
Seeing Movies.
Playing ice hockey.
Coaching son’s ice hockey team.
Playing paintball.
Spending time with family.