Senior Consultant - Process Improvement Resume Example
Results-focused management professional offering over 10 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success. Well-rounded background in switch engineering, transport engineering, data engineering, outside plant engineering and capacity management engineering. Skilled in providing support for the creation of capital budgets and financial forecasts. Experienced in writing and delivering presentations for meetings, and skilled in customer engagement. Detail-oriented with strong organizational abilities.
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- Responsible for ensuring each Service Delivery department has clear and documented processes to perform their jobs.
- Work with each department's subject matter experts to identify best practices.
- Collaboratively work with all departments within the company to affect any changes to existing practices, or communicate new practices.
- Supervised and led a team of eight managers.
- Each of these leaders managed teams of ten to twelve Project Coordinators.
- Primary responsibility of these teams was to serve as the liasion between sales, engineering and the customer.
- My role was to serve as a coach, mentor and leader for that organization.
- Responsible for managing Sales Engineers and Technical Support Specialists.
- Provide resources to Sales teams to achieve their revenue targets.
- Oversee project management in the CPE and data implementation verticals.
- Create designs and business cases for large data and fiber optic projects.
- Develop annual capital budgets for wireline transport engineering.
- Seek to maximize efficiency of existing Network infrastructure.
- Provide lowest cost solutions and alternatives for transport to exchange areas not currently on existing network.
- Provide support and cost estimates to Sales Engineers for prospective business cases.
- Develop monthly access line and facility forecasts for four CLEC (Competitive Local Exchange Carrier) markets and ensure that capacity levels do not exhaust.
- Created current procedure for assigning T1 facilities into TR-303 switch platforms, including Navigators and internet routers, for 11 CLEC markets in SE Region.
- Provide support and capacity planning to CLEC markets for the purpose of obtaining and growing business services for major accounts.
- Viewed as a Subject Matter Expert (SME) for CLEC Engineering.
- Engineered, ordered equipment and supervised the installation and turn-up of multiple fiber optic transport systems.
- Engineered, ordered equipment and supervised the installation and turn-up of switching equipment at both customer location and central office.
- Was responsible for creating and managing budgets for capital projects and creating and tracking work orders.
- Oversaw and acted as the liaison for customers during the installation of switching and transport equipment.
Strategy and Planning
- Developed and communicated the realignment of all nationwide technical support resources to leverage local relationships and synergies.
- Established standard database collection and programming procedures for PBX phone systems to allow for better resource sharing and training practices.
Leadership
- Served as leader for over 100 Project Coordinators, 50 Technical Support Specialists and 10 Managers.
Quality Assurance
- Instituted surveys to elicit feedback on customer satisfaction regarding the technical and functional success of system implementations
Project Management
- Managed the coordination and implementation of several multi-site MPLS and Data Center projects, driving shorter intervals and higher margins
- Developed reporting and analytics to better track revenue impacting projects, avoid aged WIP and reduce overall implementation intervals
Technical Training
- Actively mentored, trained and supervised several direct reports to allow them to ascend to higher positions in our organization.
- Created consistent customer user guides and training curriculum to drive better customer satisfaction and quality of service
Budgets, Business Case, Capacity Planning, coach, Coaching, Competitive, Delivery, Financial Forecasting, Focus, Forecasting, managing, mentor, Mentoring, access, Exchange, office, Network, Presentation Skills, processes, project management, routers, Sales, switch, T1, Technical Support
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Resume Overview
School Attended
- University of North Carolina
- North Carolina State University
Job Titles Held:
- Senior Consultant - Process Improvement
- Staff Manager - Service Delivery and Project Coordination
- Technical Support Manager
- Engineer III
- Engineer II
Degrees
- Undergraduate Financial Management
Undergraduate Business Finance
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