My experience and management skills are surpassed only by my enthusiasm to effectively meet the challenges before me. I am seeking new and stimulating opportunities within an organization that offers opportunity for advancement into executive management.
Joined the West RAN MNRC as part of a departmental reorganization. I kept the same job functions as before and worked to familiarize myself and my team with new processes, procedures, tools and testing functions performed by this group. Prior to joining West RAN, I came to the Mobility MNRC team in January of 2013 and immediately developed a positive rapport with my assigned team, peers and overall department. I supervised a team of network control technicians who provide 24x7 Fault Management Tier 1 support for Mobility transport and participated in outage situations by providing guidance to team members, monitor the progress of restoration and provide clear and concise reports to upper management. I was also responsible for the constant review and improvement of group performance and quality. I possess good managerial skills and the ability to manage a diverse group of employees working multiple shifts. Defined procedures for surveillance, repair, rearrangement and changes of activity of network equipment. Interfaced with field operation, RAN operation and Telco teams to coordinate work activities and resolve any service-related issues. Performed administrative and other tasks assigned by supervisor, e.g., management of ordering departmental supplies and submission of expense reports. Also organized departmental teaming events, e.g., Employee Appreciation Luncheons, Retirement and Service Anniversary events and Thanksgiving and Christmas Luncheons.
Performed daily supervision and management of the Customer Specialists providing DSL Tier I support. Tier I support is defined as receipt of the customers first call for help and performance of a series of processes and/or customer training to resolve the problem. Also responsible for management of a team and is responsible for the quality and productivity of that team. My daily tasks include measuring and judging subordinate performance, using these results to coach and counsel subordinates, managing in a way that reinforces the culture, and effectively performing necessary administrative tasks. Frequently required to become directly engaged with customers to resolve escalated issues. Also functioned as a liaison between HR and local management team in documenting, processing and managing investigatory & disciplinary investigations.
Experienced team leader with 6 years in managing projects ranging from high to low complexity. Proven ability to deliver innovative solutions that fully support corporate growth objectives. Accomplished leader that is proficient at developing and guiding diverse teams to deliver at top performance. Competently juggle multiple assignments while maintaining a high emphasis on quality using Express & Express One processes. Demonstrated ability to communicate effectively with clients and promote products and services. Responsible for managing Local O&WS PMO projects, in addition to internal team projects for the MWOG application team, in the capacity of CAR and Project Manager and frequently serve as back-up to peers with engagement, project management and defect management activities. Tasks include working with developers, database analysts, testers and various other internal and external resources to ensure project activities are identified and assigned and deliverables are met in an efficient and timely manner for regularly scheduled retail releases, in addition to scheduled wholesale maintenance and tri-annual releases.
Entered Vantive tickets for all BRS application software code changes. Ensured all IT groups met project milestones for wholesale maintenance and quarterly release implementation schedules, e.g., system requirements walkthroughs, maintained and communicated BRS release packaging information; coordination of weekly IT status meetings; coordination of BRS application technical walkthroughs and ensured SBC Change Management policies and procedures were communicated and followed. Participated with team members in creating new departmental policies and procedures.
Inter-departmental position title: Senior Data Maintenance Manager (SDMM). As a SDMM, provided technical support for Tier III, ADSL Technical Support team Data Maintenance Managers (DMMs) and assisted Operations Manager and Team Leads in providing technical training to new hire managers, in addition to coaching all managers on new practices and procedures. Assisted in preparing the ADSL Network Maintenance Center to support new procedures or services by representing the Center at customer/service related meetings. Assisted in analysis and referral of chronic network problems and in the analysis and isolation of urgent network problem. Assisted on customer-effecting ADSL infrastructure outages (ATM switch issues, trunking issues, router issues). Liaison to technical support for escalations where assistance was needed and between technical support and the Network Maintenance Center to interpret, train, support and clarify trouble-shooting procedures for better resolution to network problems. Responsible for 24x7 coverage on a rotating basis. Lead contact for America Online DSL maintenance related issues. Responsible for training staff on trouble shooting processes for AOL DSL end users and creating documentation for team.
As a Data Maintenance Manager of the ADSL Tier III Technical Support team, identified major network outages and perform escalations while acting as a single point of contact for customers regarding status and resolution of the outage. Monitored, evaluated, and updated open trouble reports using a mechanized system to document, track, and maintain problem histories. Possessed exceptional customer service skills. Strong analytical/troubleshooting skills for problem isolation. Understands basic principles involving WAN network design and has basic knowledge of SNMP based monitoring tools and of TCP/IP. Also has knowledge of ADSL, DSLAMs, modems, and broadband/WAN based services such as ATM, frame relay, SMDS. Frequently went above and beyond by changing work schedule hours, working overtime,corresponding with end users, ISP customers, facilities, etc. and performing all tasks needed to resolve issues in a timely and efficient manner.
2015 - AGILE Bronze/AGILE Boot Camp
2014 - Six Sigma Yellow Belt
2013 - Six Sigma White Belt
Project Management, Supervisory, Coach and Development, Administrative
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