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Frontline Manager Resume Example

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FRONTLINE MANAGER
Professional Summary

Proactive and meticulous Telecom Professional with over 14 years of experience in IT and Telecom industry. Proficiencies in networks, LAN & WAN, cellular communications, end user support, call manager , VoIP, PBX and network administration. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation. Results-driven, goal-oriented and looking to leverage effective background into your organization.

Skills
  • Excellent Communication skills, Marketing and sales skills
  • Customer service, Network management
  • Project manager supervision
  • LANs & WANs, VOIP &PBX Expertise
  • Knowledge of a variety of network management tools, test equipment, circuits, and routers.
  • Analytical skills, Inspection
  • Problem solving skills
  • Repair, Wiring/Cabling skills.
  • Interpersonal skills, Team lead
  • Managerial skills
  • Organized managerial style
  • Knowledge of DNS, TCP/IP and other networking concepts.
  • Working knowledge in Cisco Network including:
  • O Cisco Call Manager
  • O Cisco Load balancer
  • O Cisco switches & routers
  • O Cisco Wireless
  • Agency, Inspect, Presentation skills, Trouble shooting skills
  • Knowledge in Cabling and ISP networks
  • Test Equipment
Work History
Frontline Manager06/2013 to 03/2019
Brown & Brown, Inc., Houston , TX
  • Planned work schedules and assigned duties to maintain adequate staff for effective performance of activities and response to fluctuating workloads.
  • Provided customer care and advice to internal and external customers as regards voice, data and internet links and all customer operations.
  • Strategically worked with the maintenance team, enterprise support manager, provisioning &installation manager and commercial managers to ensue set SLAs within the 1st and 2nd level are adhered to.
  • Did customer experience management by getting feedback from the technical team about the service delivery.
  • Communicating needed engineering changes to ISP core Team, enterprise sypport and network administrators.
  • Analyzing all technical operations and reports that affect the organization.
  • Collaborated with workers and managers to solve work-related problems.
  • Reviewed work throughout the work process and at completion to ensure that it has been performed properly.
  • Evaluated employee performance and prepared performance appraisals.
  • Performed the same work duties as those supervised or perform more difficult or skilled tasks or assist in their performance.
  • Prepared and maintained work records and reports of information such as employee time and wages, daily receipts, or inspection results.
  • Conducted staff meetings to relay general information or to address specific topics, such as safety.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels 99%.
  • Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Increased operational efficiency by developing improved filing systems for confidential client records and reports.
  • Maintained store equipment, including computers, printers and fax machines.
  • Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
  • Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
  • Supervised site investigations, reported issues and escalated those that required further assistance.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Directed training and retraining of employees to boost performance and enhance business results.
Network Engineer02/2009 to 05/2013
Dewberry, Frederick , MD
  • Oversaw network performance, making changes when needed to boost overall efficiency and power.
  • Protected forensic value of data and established monitoring and incident reporting and response procedures.
  • Collaborated with engineering to report issues, manage project deliverables and provide status reports.
  • Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
  • Collaborated on network development, implementation, and maintenance of routers, switches, firewalls and NAC and WAN optimization.
  • Performed and adhered to change management requirements.
  • Demonstrated advanced knowledge of large-scale global enterprise network operations and security.
  • Identified departmental needs and made suggestions regarding technical direction.
  • Administered software licensing and purchasing for effective installation of network.
  • Developed strategies, budgets and deployment plans to inform and influence management and stakeholders.
  • Provided configuration recommendations and assistance in customer deployment.
  • Attained efficiencies through technology upgrades and process improvements, including paperless document approval system and new automated sales-to-delivery and order processing system.
  • Supported multi-tier architectures, including application of tier isolation best practices.
  • Analyzed data traces using protocol analyzers to identify anomalies and find solutions.
  • Oversaw development and maintenance of computer systems, server upgrades and operating systems.
  • Technically supported project planning team for development and implementation of proposals and solutions to address hardware and software problems and network emergencies.
  • Developed network test and validation processes to assist in maintaining alignment with solution design.
  • Ensured system functionality and backup for network related equipment.
  • Performed configuration and troubleshooting of Cisco & Arista routing/switching platforms.
  • Maintained thorough understanding of local area and wide area networking and components.
  • Configured and installed computer systems for other sub-organizations.
  • Planned and designed projects and analyzed existing network systems and procedures to foster efficiency and effectiveness.
  • Provided network support and performed troubleshooting to resolve various WAN/LAN connectivity issues.
  • Prioritized simultaneous projects to perform effectively under shifting deadlines in fast-paced environment.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Diagnosed and executed resolution for all network and server issues.
  • Planned implementation of network enhancements and upgrades.
  • Developed and wrote recommendations for departmental policies, procedures, technical standards and guidelines.
  • Supported data center power and cooling infrastructure and consistently applied critical facility operational best practices.
  • Led meetings with departmental managers to review project status, propose changes and draft action plans.
  • Performed day-to-day LAN and WAN administration, maintenance and support.
  • Monitored network capacity and performance, as well as diagnosed and resolved complex network problems.
  • Analyzed and produced recommendations on continuous network improvements.
  • Liaised with cabling infrastructure vendors and domestic and international ISPs.
  • Maintained company servers, computers, printers, cables and other equipment.
  • Installed and maintained data and voice circuits through routers, switches, and WAN devices.
  • Installed, supported and maintained company hardware and software infrastructure according to best practices.
  • Provided firewall and VPN management, security and incident response.
  • Configured and performed troubleshooting with routing and switching protocols.
  • Provided complete end-to-end engineering and installation of route-based IP network solutions.
  • Researched and read up on new and unfamiliar technologies for quick and effective adoption.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Configured, managed and troubleshot VOIP and multi-media (video) distributed systems and platforms.
  • Worked closely with network support team for operational support, tasks and projects.
  • Provided on-call support for network engineering duties.
  • Configured, managed and evaluated multi-protocol network elements for effective end-to-end communications.
  • Mitigated risk by analyzing complex computer systems to assess vulnerabilities.
  • Planned, implemented and maintained wireless network strategy and operation.
  • Provided all required network documentation to inform management.
  • Diagnosed network problems involving combination of hardware, software, power and communications issues.
  • Demonstrated strong analytical, troubleshooting and problem-solving skills.
  • Worked closely with customers to identify business needs, including costs and benefits of implementing computing solutions.
  • Reviewed technical specifications from clients and vendors to confirm adequacy, accuracy and functionality.
  • Analyzed and recommended solutions and upgrades to services to streamline processes.
  • Worked with sustaining engineering teams to investigate and resolve software and hardware defects.
  • Advised network users regarding hardware requirements, configurations and limitations.
  • Provided detailed technical documentation, including network diagrams, process flow charts and procedural guidelines.
  • Checked rigorous application of information security policies, principles and practices for continuous delivery of network services.
  • Monitored network hardware operations to evaluate proper configuration.
  • Prepared operational reports, including trouble resolution and analysis, project status, equipment and network requirements.
  • Collaborated with associates in both technical and non-technical contexts.
  • Contributed to implementation and support of SNMP monitoring software and other network monitoring tools.
  • Contributed to implementation and support of SNMP monitoring software and other network monitoring tools.
  • Resolved and documented customer reported network issues via phone and e-mail.
  • Resolved and documented customer reported network issues via phone and e-mail.
Telecom Technician04/2005 to 01/2009
GROUP MFI LTD, City , STATE
  • Troubleshooting, diagnosing and resolving hardware, software and other network and system problems.
  • Replacing faulty network hardware components when required.
  • Maintaining, configuring and monitoring email applications.
  • Monitoring network performance to determine if adjustments need to be done.
  • Provide technical support to designers, marketing and sales departments, suppliers, engineers and other team members throughout the product development and implementation process.
  • Test and verify hardware and support peripherals to ensure that they meet specifications and requirements, by recording and analyzing test data.
  • Monitor functioning of equipment and make necessary modifications to ensure system operates in conformance with specifications.
  • Analyze information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications.
  • Build, test, and modify product prototypes using working models or theoretical models constructed with computer simulation.
  • Analyze user needs and recommend appropriate hardware.
  • Direct technicians, engineering designers or other technical support personnel as needed.
  • Confer with engineering staff and consult specifications to evaluate interface between hardware and software and operational and performance requirements of overall system.
  • Write detailed functional specifications that document the hardware development process and support hardware introduction.
  • Provide training and support to system designers and users.
  • Assemble and modify existing pieces of equipment to meet special needs.
  • Evaluate factors such as reporting formats required, cost constraints, and need for security restrictions to determine hardware configuration.
  • Recommend purchase of equipment to control dust, temperature, and humidity in area of system installation.
  • Update knowledge and skills to keep up with rapid advancements in computer and network technology.
  • Maintain a deep understanding of unified communications and video conferencing, VoIP systems, PBX systems.
  • Installation and maintenance of VoIP and PBX systems.
  • Maintain Call Manager for different customers.
  • Note differences in wire and cable colors so that work can be performed correctly.
  • Test circuits and components of malfunctioning telecommunications equipment to isolate sources of malfunctions, using test meters, circuit diagrams, polarity probes, and other hand tools.
  • Test repaired, newly installed, or updated equipment to ensure that it functions properly and conforms to specifications, using test equipment and observation.
  • Inspection of equipment on a regular basis in order to ensure proper functioning.
  • Repair or replace faulty equipment such as defective and damaged telephones, wires, switching system components, and associated equipment.
  • Remove and remake connections in order to change circuit layouts, following work orders or diagrams.
  • Demonstrated equipment to customers and explain how it is to be used, and respond to any inquiries or complaints.
  • Analyzed test readings, computer printouts, and trouble reports to determine equipment repair needs and required repair methods.
  • Assembled and installed communication equipment such as data and telephone communication lines, wiring, switching equipment, wiring frames, power apparatus, computer systems, and networks.
  • Communicated with bases, using telephones or two-way radios to receive instructions or technical advice, or to report equipment status.
  • Collaborated with other workers in order to locate and correct malfunctions.
  • Tested connections to ensure that power supplies are adequate and that communications links function.
  • Climb poles and ladders, use truck-mounted booms, and enter areas such as manholes and cable vaults, in order to install, maintain, or inspect equipment.
  • Designated cables available for use.
  • Run wires between components and to outside cable systems, connecting them to wires from telephone poles or underground cable accesses.
  • Removed and replaced plug-in circuit equipment.
  • Routed and connected cables and lines to switches, switchboard equipment, and distributing frames, using wire-wrap guns or soldering irons to connect wires to terminals.
  • Programmed computerized switches and switchboards to provide requested features.
  • Diagnosed and corrected problems from remote locations, using special switchboards to find the sources of problems.
  • Maintain computer and manual records pertaining to facilities and equipment.
  • Install updated software, and programs that maintain existing software and/or provide requested features such as time-correlated call routing.
  • Entered codes needed to correct electronic switching system programming.
  • Addressed special issues or situations, such as illegal or unauthorized use of equipment, or cases of electrical or acoustic shock.
  • Examined telephone transmission facilities to determine requirements for new or additional telephone services.
  • Determined viability of sites through observation, and discuss site locations and construction requirements with customers.
  • Performed routine maintenance on equipment, including adjusting and lubricating components, and painting worn or exposed areas.
  • Measured distances from landmarks to identify exact installation sites for equipment.
  • Installed telephone station equipment, such as intercommunication systems, transmitters, receivers, relays, and ringers, and related apparatus, such as coin collectors, telephone booths, and switching-key equipment.
  • Provided input into the design and manufacturing of new equipment.
Education
Bachelor of Engineering (B.E): : Telecommunications Engineering
KYAMBOGO UNIVERSITY - City, State

GPA: 3.68, U. S. Equivalency: Bachelors Degree in Telecommunication Engineering, GPA: 2.74

Diploma: : Telecommunications Engineering
KYAMBOGO UNIVERSITY - City, State

GPA: 3.75, U. S. Equivalency: 169 Credits of Undergraduate Program, GPA: 3.06

High School Diploma
St. Joseph's Girls S S S Nsambya - City
Certifications
  • CompTIA Network+
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

70Average
Resume Strength
  • Completeness
  • Word choice
  • Length
  • Measurable results
  • Strong summary
  • Typos

Resume Overview

School Attended

  • KYAMBOGO UNIVERSITY
  • St. Joseph's Girls S S S Nsambya

Job Titles Held:

  • Frontline Manager
  • Network Engineer
  • Telecom Technician

Degrees

  • Bachelor of Engineering (B.E) : Telecommunications Engineering
    Diploma : Telecommunications Engineering
    High School Diploma

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