Melise M. Jones

Current

Director, Customer Advocacy Programme at WANdisco

Past

Head of Major Client Management at Plusnet
Head of Network Services at Plusnet
Pre-Sales Suppport Engineer (N. Europe) at Genuity - Europe

DISN Programme Manager (Pentagon, WashDC) at GTE Internetworking
Head of Production Services (Columbia, MD) at BBN Technologies
Senior Pre-Sales Technical Lead (Washington, D.C.) at BBN Technologies
Sr. Network Operations Analyst (Defense Data Networks) at BBN Technologies
Cryptology Operations Technician at United States Navy

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Education

Auburn University
Dothan High School

Recommended

9 people have recommended Melise M.

Connections

374 connections

Industry

Information Technology and Services

Websites

My Blog

Melise M. Jones’s Summary

* Over 28 years telecommunications/internetworking operations experience within U.S. Department-of-Defence (DoD) and Internet Service Providers in the US & UK
* 8 years Highest-level Management for U.S. Command Control Communications & Intelligence Missions based in Washington, DC.
* 5 years Program and Project Management for U.S. DoD and commercial contracts.
* 4 years Pre-sales Technical consultancy providing e-business network and security solutions.

Melise M. Jones’s Specialties:

* Major Customer Relationship Management
* Operations & Service Delivery
* Government liaison
* Transformation Teams for Operations

Melise M. Jones’s Experience

Director, Customer Advocacy Programme

WANdisco

(Privately Held; Computer Software industry)

April 2009 — Present (8 months)

Directs the relationship management activities for WANdisco’s Customers. Engage at the point of Customer acquisition and all associated activities involving providing WANdisco’s products and services to/for the Customer.

• Functions as a Customer advocate within the business
• Acts as the Customer’s primary point of contact
• Facilitates interaction between the relevant business functions
• Champions Customer’s brand and ethos throughout the business
• Coordinates and ensures the timescales, resource commitments and financial commitments are adhered to by the business
• Monitors the standard of service being provided and escalate any problems areas to the business
Head of Major Client Management

Plusnet

(Public Company; Internet industry)

July 2005 — March 2009 (3 years 9 months)

Owns all communication between Plusnet and Major Client. Defines the channels of communication between the Client & PlusNet, during the development life-cycle & in-life. Coordinates & ensures the timescales, resource commitments & financial commitments are followed. Manages project change control & scope change. Owns issue, amendment, review & sign off of Client contracts. Liaises with Product Team regarding issue, amendment, review & sign off of pricing/product encyclopaeda. Creates, maintains & issues project plans & milestones. Reviews functional specifications, business rules & workflow of products to ensure these adhere to the contract definition of the solution provision. Reviews finished products to ensure these adhere to contract definition of solution provision. Monitors the standard of service being provided & escalates any problems areas internally. Participates as needed in any new-business acquisition or partner acquisition.
Head of Network Services

Plusnet

(Public Company; Internet industry)

March 2003 — June 2005 (2 years 4 months)

• Directed and coordinated activities of an engineering team and an operations team in the department to design, develop, and test network components, products, and systems.
• Directed department activities, through subordinates, to support new service, modify existing designs, improve production techniques, and develop test procedures.
• Analyzed technology trends, human resource needs, and market demand to plan projects.
• Conferred with senior management, production, and marketing staff to determine engineering feasibility, cost effectiveness, and customer demand for new and existing products.
• Forecasted operating costs of department and directed preparation of budget requests.
• Directed personnel activities of department, such as recruitment, hiring, performance evaluations, and salary adjustments.
Pre-Sales Suppport Engineer (N. Europe)

Genuity - Europe

(Information Technology and Services industry)

1999 — 2003 (4 years )

• Worked in a consultative role with enterprise business customers and prospects to provide cost-effective, scaleable and reliable managed network access and security service solutions to support e-business initiatives.
• Presented a strong understanding of Internet technology (WAN/LAN, TCP/IP, network and computer system security) and vision for Internet applications.
• Utilised strong technical and organisational skills in the preparation and delivery of proposals.
Clients include: HJ Heinz, MWB, Novartis, Unilever, Energis, Colt
DISN Programme Manager (Pentagon, WashDC)

GTE Internetworking

(Public Company; GTE; Internet industry)

July 1997 — March 1999 (1 year 9 months)

(Formerly trading as Bolt Beranek & Newman – BBN)
• Managed the global technical support, service-delivery organisation of 100 personnel providing first and second level network operations, engineering and field service support for the U.S. DoD’s Global Command and Control Wide Area Network.
• Participated in network operations technical meetings and process improvement reviews.
• Managed organic field service maintenance activities.
• Planned budgets, staffing and training for all network operations and field maintenance employees both for the contract and for internal staffing and financial budget plans.
• Managed employee quarterly incentive and performance evaluation compensation.

Clients include: Defence Information Systems Agency, U.S. DoD
Head of Production Services (Columbia, MD)

BBN Technologies

(Privately Held; Computer Software industry)

March 1995 — July 1997 (2 years 5 months)

• Managed a network operations service delivery department of over 50 level 1 & level 2 technical support personnel charged with providing 7X24 network management services to a nationwide dial-up WAN with a managed asset base in excess of 100,000 elements and a WAN servicing a major hotel chain’s reservation system.
• Directed & managed program activities & process improvement projects to support continuous improvement efforts.
• Established, maintained, & supported operations service level agreements to ensure network operations staff understood & delivered to those expectations.
• Managed employee quarterly incentive and performance evaluation compensation.
• Planned all departmental budgets, staffing & training programs.
• Managed organic and third party field service maintenance activities.
• Responsible for the budgetary management oversight of all network hardware components and spares.

Clients: America OnLine (AOL), Sheraton Hotels
Senior Pre-Sales Technical Lead (Washington, D.C.)

BBN Technologies

(Privately Held; Computer Software industry)

December 1992 — March 1995 (2 years 4 months)

• Provided operations solutions to a variety of network, Internet and operating system-oriented problems for the various BBN-managed customer-networks.
• Acted as a technical liaison for senior BBN management staff.
• Worked on professional-level technical assignments in support of various life-cycle projects requiring network management, engineering and operations expertise.
• Delivered technical and managerial support for various customer networks (Cisco and Bay Networks’ router-based frame-relay and ATM WANs) managed by BBN.
• Developed and wrote network management operations concepts and other related network management and operations documentation for Commercial and U.S. Department of Defense Global Wide Area Networks.

Clients Include: FBI, CIA, U.S. DoD
Sr. Network Operations Analyst (Defense Data Networks)

BBN Technologies

(Privately Held; Computer Software industry)

1985 — 1987 (2 years )

• Performed level two operational, diagnostic analysis and second-level troubleshooting of packet switching and IP-router network and host computer problems for the U.S. Department of Defense Global Wide Area Networks.
• Directed, coordinated and executed a plan of action and milestones to support the deployment of major software releases as well as performed software maintenance for existing releases network nodes and network management operating systems.
• Assisted the end-user in resolving routing and routing-protocol problems, and other performance, degradation and/or denial of service events.
• Staged, installed, tested and deployed the first SNMP-based Network Management System (SunNet Manager) used on a Defense Information Systems Agency (DISA) unclassified IP-router network.
Cryptology Operations Technician

United States Navy

(Government Agency; USN; Military industry)

January 1981 — January 1985 (4 years 1 month)

(London, UK – Guantanamo Bay, Cuba – Washington, D.C.)
• Worked as a member of the Naval Security Group in a technical control and communications centre environment.
• Served as communications watch supervisor, communications centre manager and division training petty officer.
• Delivered secure, reliable data communications services to all departmental commands.
• Monitored send and receive circuits and performed cryptologic key changes.
• Routed and distributed receive message traffic.