Joseph Benjamin Quintal
Caloocan City, Metro Manila
Summary
Accomplished leader with a distinguished track record at Verizon Enterprise, driving organizational transformation and strategic excellence. Masterminded cost-saving initiatives and pioneered process automation, delivering breakthrough operational efficiencies and measurable impact.
Renowned turnaround strategist, handpicked to rescue high-risk and underperforming accounts. Delivered exceptional results by stabilizing operations, rebuilding client trust, and achieving sustained performance growth through decisive and visionary leadership.
Overview
19
19
years of professional experience
1
1
Certification
Work History
General Manager - Network Assurance
HCL Technologies
11.2023 - Current
- Leads a diverse team of leaders and individual contributors, responsible for the 24x7 operations of 9 distinct lines of business (Network Operations Centers) encompassing both Managed and Unmanaged Operations for HCL Tech - Verizon.
- Leads key programs and initiatives aimed at improving overall customer satisfaction and reducing executive escalations.
- Successfully developed and implemented strategies to ensure smooth V2V (Vendor-to-Vendor) transition of the current Unmanaged Support Services from Accenture to HCL Tech.
- Successfully transitioned work from existing HCL-rebadged employees (former Vz) to HCL India COEs as part of the CMO to FMO agreement with Verizon.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with contractual KPI requirements.
- Established new employee training programs to develop skills, improve productivity, and maintain compliance with contractual KPI requirements.
Associate Director - International Operations
Verizon Enterprise
09.2018 - 11.2023
- Acted as a chief-of-staff of the Local Site Executive in-charge of the Alabang Facility.
- Led a global team of leaders and individual contributors, in support of multiple 24x7 NOCs (Network Operations Centers) across the United States, India, Czech Republic, and the Asia Pacific Region, and is accountable for delivering key KPI results of each NOC and Business Unit.
- Took responsibility of Verizon's single largest Managed Services customer (Walgreens Boots Alliance -Dedicated NOC) with over 10,000 locations in the US utilizing FWA and Broadband partnered with Versa SD-WAN, at a critical juncture where majority of the KPIs and SLAs were failing and customer dissatisfaction was at the highest. Executed a 90-day plan and ultimately met and exceeded customer expectations resulting in a 2-yr contract extension.
- Responsible for overseeing operational performance of Verizon's PSO (Accenture) in the delivery of support for the Unmanaged Services NOC that provides basic data connectivity for over 12K+ customers in the United States.
- Planned and implemented streamlining initiatives resulting in the consolidation and reorganization of several Network Operations Centers and several Business Units, yielding over $1.2M USD per annum in savings.
- Responsible for leading the Verizon ENOC (Enterprise Network Operations Center) that provides multiple levels of support under the Managed Services portfolio for the 30 largest designated enterprise customers of Verizon.
- Responsible for leading the Verizon Asia Pacific NOC that provides APAC sold Managed Services support for over 1500+ customers.
- Responsible for leading and/or establishing internal support teams, such as the Global Project Engineering team who is responsible for transitioning customers from Service Delivery to Service Assurance, the Quality Assurance team which is responsible for the Quality Practice within the Alabang Facility, and the Business Operations - Performance Process Excellence team that handles all KPI reporting, analytics, automation, and tools development.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various lines of businesses.
- Assisted senior leadership in managing all aspects of operations.
- Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
Sr. Manager - Global Project Engineering & Bus Ops
Verizon Enterprise
08.2016 - 09.2018
- Led both the Global Project Engineering and Business Operations teams within Verizon Philippines.
- Established KPI Dashboard Push reporting and automated report generation and analysis for key KPIs.
- Established a Quality Management practice based on COPC standards, and applied QA on all lines of businesses within the Verizon Alabang Facility.
- Developed and established a Centralized Access Portal (MyCAP) that delivered over 4000 manhours in soft savings, and $125K a year in cost savings.
- Provided strong leadership to enhance team productivity and morale.
- Implemented and developed operational standards, policies and procedures.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
Sr. Manager - Enterprise Network Operations Center
Verizon Enterprise
09.2014 - 08.2016
- Responsible for delivering and meeting SLAs and KPIs for Key Customers within the ENOC for all repair-related incidents.
- Planned and implemented consolidation efforts with the Global Solutions Desk to improve operational efficiency in support of the largest ENOC customer (Ahold Delhaize), resulting in improved customer satisfaction and increased KPI performance.
- Manage and develop staff performance through consistent feedback, training, coaching and conducting quality reviews. Provided guidance ensuring alignment of expectations and deliverables. Created individual development plans and performance agreements aligned with the business objectives and conducted annual performance reviews.
- Cross-trained existing employees to maximize team agility and performance.
Manager - Global Project Engineering
Verizon Enterprise
06.2012 - 09.2014
- Built and established the "Global Project Engineering" team responsible to support SMB and Large Enterprise customers under Verizon's Managed Services Portfolio. The team is responsible for "Day 2" operational readiness and transition from Service Delivery to Service Assurance. The team is tasked to complete post-management checks, and proactive monitoring configuration of managed devices and ensuring that all relevant information to are stored in Verizon's CMDB.
- Managed and developed staff performance through consistent feedback, training, coaching and conducting quality reviews. Provided guidance ensuring alignment of expectations and deliverables. Created individual development plans and performance agreements aligned with the business objectives and conducted annual performance reviews.
- Cross-trained existing employees to maximize team agility and performance.
Manager - Complex Managed Services
Verizon Enterprise
03.2011 - 06.2012
- Responsible for all aspects of repair and maintenance of Verizon's CMS customer circuits globally; including incident management, layer 1 – layer 3 network troubleshooting, monitoring/alerts, customer communications, service improvements, escalations, communicating and working with internal and external groups and 3rd party carriers and various operational tracking and reporting.
- Manage and develop staff performance through consistent feedback, training, coaching and conducting quality reviews. Provided guidance ensuring alignment of expectations and deliverables. Created individual development plans and performance agreements aligned with the business objectives and conducted annual performance reviews.
- Cross-trained existing employees to maximize team agility and performance.
Manager - APAC Project Engineering
Verizon Enterprise
06.2009 - 03.2011
- Responsible for leading individual contributors that support the Asia Pacific NOC - Project Engineering group.
- Responsible for ensuring that KPI metrics in Order Acceptance, Change Management, and Failure Remediation for APNOCs Managed Services customers are within SLA.
- Collaborated with both Service Delivery (Order Management, Implementation and Install) and Service Assurance (APAC NOC) teams to decrease FAIs (Failure After Install) events and improving customer OSAT.
- Managed and developed staff performance through consistent feedback, training, coaching and conducting quality reviews. Provided guidance ensuring alignment of expectations and deliverables. Created individual development plans and performance agreements aligned with the business objectives and conducted annual performance reviews.
- Cross-trained existing employees to maximize team agility and performance.
Project Engineer
Verizon Enterprise
12.2007 - 06.2009
- Responsible for ensuring Day 2 support readiness for managed services installs. Validates and completes Verizon Enterprise Service Portal with all pertinent information allowing for Proactive Monitoring and Performance Threshold Monitoring.
- Identified discrepancies and implemented corrective actions in "New Installs" and "Managed-Take-Over" orders and projects.
- Responsible for executing Change Management Requests, performing of Configuration Backup, and Remediation Tasks.
Specialist Network Engineer - Complex Managed Svc
Verizon Enterprise
07.2007 - 12.2007
- Responsible for performing fault isolation for Complex Managed Services customers, utilizing Cisco, Juniper, and Adtran routers. Provided real time monitoring of customer networks, identification and end to end ownership of network issues.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve organizational goals on time.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Technical Support Professional
Sykes Asia
10.2005 - 01.2007
- Provided Tier 1 technical troubleshooting support to AT&T MRS (Managed Router Services) Customers for their data services, over high-speed access lines (i.e. T1/E1, Leased Line, Frame Relay and ATM).
Education
Bachelor of Science - Information Technology
Mapua Institute of Technology
Makati City, Metro Manila, Philippines08-2005
Skills
- Leadership and team building
- Organizational development
- Strategic planning
- Operations management
- Process automation
- Cost analysis and savings
Certification
Post Graduate Diploma in Artificial Intelligence and Machine Learning
Issuing Organization: Asian Institute of Management
Start Date: December 2024
Credential ID: On-going
Introduction to Artificial Intelligence (AI)
Issuing Organization: Coursera
Issue Date: December 2020
Credential ID: ETNB9GX3GRTQ
AI For Everyone
Issuing Organization: Coursera
Issue Date: November 2020
Credential ID: ZNGUQVZ9FQQV
Executive Data Science Specialization
Issuing Organization: Coursera
Issue Date: October 2020
Credential ID: 3FWLH5SL37KN
Executive Data Science Capstone
Issuing Organization: Coursera
Issue Date: October 2020
Credential ID: 4YBZJZ68HNHR
Data Science in Real Life
Issuing Organization: Coursera
Issue Date: August 2020
Credential ID: 8C8H3C6M42WD
Managing Data Analysis
Issuing Organization: Coursera
Issue Date: August 2020
Credential ID: EH5VBHYU3L7V
Building a Data Science Team
Issuing Organization: Coursera
Issue Date: August 2020
Credential ID: 7QC3ARC6C6S9
A Crash Course in Data Science
Issuing Organization: Coursera
Issue Date: July 2020
Credential ID: DPGKRG7DX39E
Cisco Certified Network Associate
Issuing Organization: Cisco
Issue Date: July 2004
Credential ID: CSCO10828254
References
John Donovan (JD)
Associate Vice President - DU Head: Service Assurance
HCLTech
john.donovan@hcltech.com (jd.donovan@verizon.com)
Leonard Romney
Area Vice President - Enterprise and Public Sector Managed Services
Verizon Business Group
leonard.romney@verizon.com
Timeline
General Manager - Network Assurance
HCL Technologies
11.2023 - Current
Associate Director - International Operations
Verizon Enterprise
09.2018 - 11.2023
Sr. Manager - Global Project Engineering & Bus Ops
Verizon Enterprise
08.2016 - 09.2018
Sr. Manager - Enterprise Network Operations Center
Verizon Enterprise
09.2014 - 08.2016
Manager - Global Project Engineering
Verizon Enterprise
06.2012 - 09.2014
Manager - Complex Managed Services
Verizon Enterprise
03.2011 - 06.2012
Manager - APAC Project Engineering
Verizon Enterprise
06.2009 - 03.2011
Project Engineer
Verizon Enterprise
12.2007 - 06.2009
Specialist Network Engineer - Complex Managed Svc
Verizon Enterprise
07.2007 - 12.2007
Technical Support Professional
Sykes Asia
10.2005 - 01.2007
Bachelor of Science - Information Technology
Mapua Institute of Technology
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