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Technical Operations Manager Resume Example

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TECHNICAL OPERATIONS MANAGER
Core Qualifications
Windows 13, Outlook, Visio, Adobe X Pro, Word, Power Point, Excel, Project, and Outlook. *Proficient in the use of Maximo and Akwire.
Professional Experience
Technical Operations Manager01/2005 to 01/2015Company Name
  • Develop and interpret organizational budgets, policies, and procedures.
  • Provide direct day-to-day leadership and guidance to cross-functional program teams of technicians, planners and engineers in the operations and maintenance of the enterprise video, voice, data and telecommunications systems.
  • Managed cross-functional teams of system engineers and field technicians.
  • Manager of the voice, data, outside cable plant, cable TV, and radio staff in day-to-day operations.
  • Certified accurate installation of communications hardware, software and existing circuit upgrades, including Cisco, Juniper, Brocade, VoIP, VPN tunnels, security firewalls, network design and IP traffic protocol.
  • Managed operating budget of $1.8M to install new fiber network systems and modification and maintenance of existing systems.
  • Improved fiber optic system supporting HD video, VoIP, Ethernet, POE, SONET, LAN, WAN and telephone systems across WAN's, LAN's and VLAN's crucial for NASA mission success.
  • Launched a high performance work team to deliver an advanced level of quality and service in all daily activities by resolving issues within 8 hours and exceeding service goals of 24 hour.
  • Improved average system availability from 96% to 99%.
  • Developed, implemented, and maintained on-going training for employees on new products.
  • Headed strategic initiatives meetings with department heads, managers, and vendors to seek collaboration and resolve concerns.
  • Created excitement by engaging all employees in new business opportunities and strategies.
  • Created, fostered and maintained strategic business relationships within market, region and company.
Service Manager01/2003 to 01/2005Company NameCity, State
  • Supported the development and implementation of Nokia's business management processes by leading efforts to identify, define, map documents, monitor and improve core business processes at a functional level.
  • Managed cross-functional quality teams through the development and launch of the ISO9000 program.
  • Influenced teams that delivered products that consistently met or exceeded margin expectation due to continued focus on cost containment while addressing customers' critical parts demands.
  • Headed weekly development teams to monitor and direct development and validation activities across the multiple Engineering and Test organizations.
  • Directed weekly quality action teams to ensure customer issues were resolved and to drive improvements in product quality and reliability achieving new heights in all of the key metrics.
  • Supervised 15 personnel in two divisions in day-to-day operations of quality and customer service providing a form for two-way communication between the customer and operations, in order to meet customer expectations.
  • Manage over 1,000 receivable and payable accounts for all customer quotes and parts orders.
  • Created and administered employee reviews and corrective actions.
  • Developed and implemented a product awareness program reducing turn around time from 5 days to 3 resulting in greater customer satisfaction.
  • Implemented a training program for customer service representative resulting in a drop in expedites and quotes from 8% to less than 1%.
  • Research and coordinate all product safety and liability issues between the national repair facility and corporate legal.
Field Service Supervisor01/1998 to 01/2003Company NameCity, State
  • Supervisor of 14 personnel in day-to-day operations of Domestic and International Accounts.
  • Generated and negotiated repair contracts with authorized repair centers.
  • Designed and authored installation guidelines for technicians to follow for telephone repair used in the US and Canada.
  • Led formal training program delivered to over 50 technical sites.
  • Supervised trainees at customer sites and ensured correct installation and moves/change procedures.
  • Developed and administered product quality audits for outside service centers.
  • Created and maintained field service forecast used by senior management.
  • Interfaced with R&D, Sales and aftermarket services.
  • Participated in pre-sales customer presentations resulting in winning business proposals Provided technical sales support to field marketing and sales teams resulting in booked orders for product and features.
  • Worked closely with warranty claims and parts managers to resolve any back payment or back ordered parts issues.
Education
MA: Information Technology ManagementWebster UniversityCity, State
BA: ManagementWarner UniversityCity, State
Affiliations

ITILv3 - Foundation Certified

Project Manager Qualified

Certified Six Sigma Black Belt Professional

Certified in fiber optic design, installation, and maintenance

Member of Association of Information and Imaging Managers (AIIM)

Member of Delta Mu Delta Honor Society 2

Skills
Adobe, budgeting, budgets, budget, business management, business processes, cable, Cisco, oral, hardware, network systems, contracts, customer satisfaction, customer service, decision-making, engineering design, engineering projects, Ethernet, senior management, features, firewalls, focus, functional, information systems, IP, ISO9000, LAN, leadership, legal, market, marketing and sales, meetings, Excel, Outlook, Power Point, Windows, Word, monitors, enterprise, network design, organizing, organizational, personnel, telephone systems, policies, presentations, processes, proposals, Proposal, proposal preparation, quality, radio, Research, Risk Management, safety, Sales, sales support, SAP, scheduling, Security clearance, SONET, strategic, Supervisor, technical sales, telecommunications, telephone, TV, upgrades, validation, video, VPN, Visio, VoIP, WAN, written
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Resume Overview

School Attended

  • Webster University
  • Warner University

Job Titles Held:

  • Technical Operations Manager
  • Service Manager
  • Field Service Supervisor

Degrees

  • MA : Information Technology Management
    BA : Management

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