Summary

I have 22 years of telecomunications related experience collected while I served in the United States Army and progressed through different departments and roles within the Tier 1 service provider CenturyLink. My experience varies from component level repair of physical equipment to management of the Equipment Installation technicians working on network maintenance and augmentation. 15 years of my experience has been in management with 11 years directly supervising technical employees. I’m married with 7 children and am passionate about my life and working hard to serve as a strong positive example for my children and community.

Experience

11/2008 – 2/2017 CenturyLink, Western Virginia Operations Galax, VA

Supervisor Regional Operations

Used project management skills to track and manage network and field operations. This included new employee on-boarding, training, provisioning and maintenance projects, Community Relations, fleet management, buildings and grounds and many other aspects of operations.

Repsonsible for planning, preparation, installation and acceptance of network equipment including Calix E7, E5, E3, C7, Ciena 3000 and 5000 series equipment and others from a field perspective.

Managed a team of 24 field technicians including Radio Technicians, Central Office Technicians, Customer Service Technicians and Cable Splicers covering 48 exchanges.

Successfully managed annual employee, expense and overtime budgets of approximately $2,900,000.

Successfully achieved and exceeded operational metrics measuring quality, productivity and profitability, in all areas in an increasing trend.

Successfully managed company response to emergency situations include natural disasters, network failures and priority maintenance.

11/2006 – 11/2008 CenturyLink, Special Service Operations Center-East Leesburg, FL

Special Service Operations Center-East Supervisor

Served as both the Swing Shift Supervisor as well as the Western Operations Supervisor.

Act as technological mentor to associates and Engineers through both formal and informal training.

Lead a team of 20 associates to include all of their performance and merit reviews.

Responsible for first level escalation support during normal business hours and in-charge Supervisor duties for SSO-East and AHS, every weekend worked.

Manage daily workload through monitoring the Automatic Call Distribution system, managing overtime and performing tester responsibilities when necessary.

Performed Regional Team Supervisor duties such as R&D log maintenance, DTE Reconciliation and employee coaching.

Represented SSO by providing results, RCA information and ad-hoc reports through direct interactions like conference calls and face-to-face meetings with Sprint customers such as Verizon, MCI, FAA and US LEC.

11/2002 – 11/2006 Centurylink, Special Service Operations Center-East Leesburg, FL

National CSO Standards Process Manager I & NTAC Engineer I & II

Provide technical and administrative support to include testing, dispatching, documentation, system operation and customer satisfaction to all associates, Engineers and Supervisors and Managers.

Support Supervisors by utilizing available systems to collect and analyze operational data to create reports and identify areas requiring additional focus and resources.

Jointly created, implemented and maintained a Quality Assurance review process for the SSO-East Swing shift.

Quality Assurance team leader; coordinated the efforts of QA associates and other departments in multiple locations ensuring all QA department objectives were met.

Validated the QA results to be certain they had the utmost integrity and objectivity and performed exception evaluations on QA team members.

Created job aids, methods and procedures, quality guidelines and training material, such as the M&P Summit, QA Procedures, Daily Repeat Reports, 5486LB job aid, for both exempt and non-exempt employees use and development.

Performed Ad-hoc reports and Root Cause Analysis on key items directly impacting the SSO business objectives. Provided those results to upper management through oral and written communications.

Maintained a thorough and current understanding of all business objectives, operational processes, administrative procedures, technical services, and their applications.

7/1999 – 11/2002 Special Service Operations Center-East Leesburg, FL

Network Technical Specialist (Tech I, II & III)

Created, administered, and maintained the first Quality Assurance/Quality Control program for the Provisioning department.

Analyzed selective work on all technicians and database administrators to identify productivity, quality, training issues, and praise reports utilizing CIRAS, NOC-DOCS, REACT, Microsoft Excel and Microsoft Access.

Performed quality evaluations utilized in the Special Services Operations Employee Performance Program.

Served as a subject matter expert and first level escalation for CIRAS, NOC-DOCS, REACT, RIDE and special circuit technical and administrative problems.

Monitored workflow and handled first level escalations from supervisors, and customers.

Participated in management meetings to help initiate, coordinate, and implement new operating procedures and practices.

Trained and educated SSTA1’s and SSTA2’s on the theory and application of inside and outside plant facilities relating to special services networking.

Performed complex remote testing and troubleshooting for the installation and repair of DS0, DS1, DS3 and Optical Carrier circuits and systems.

11/1995–6/1999 U.S. Army Multiple, USA

Telecommunications Terminal Device Repairer (35J-S)

Performed the maintenance, testing, troubleshooting and repair of telecommunications equipment, microcomputers and commercial copiers down to component level.

Operated testing equipment and interpreted circuit diagrams, schematics, software diagnostics and other technical literature and conducted monthly inventory of shop equipment, and performed detailed record keeping for over twenty departments.

Along with being a telecommunications electronics technician I served our country as a parachutist, expert marksman, and combat lifesaver proudly.

Education

Completed 36 credit hours towards Associates of Electronics Engineering, Cleveland Institute of Electronics,xxx-xxx-xxxx.

Completed National Management Practices, Performance Coaching Workshop, Coaching for Call Centers, Creating Performance Success, Transition to Supervision, Leading Effective Teams and Facilitative Leadership courses, University of Excellence, Sprint,xxx-xxx-xxxx

Completed numerous courses of training, University of Excellence, CenturyLink,xxx-xxx-xxxx

Certificates, Telecommunications Terminal Device Repairer, Airborne School, Combat Life Saver, U.S. Army, 1996