Accomplished and experienced professional with exceptional communication skills, leadership acumen and 23 years of proven expertise in: management, operations, and implementation of telecommunications and large-scale business projects; development of team direction, market vision, strategies and expansion; and increasing network reach, revenues and market share, seeking a position to contribute to the company’s further success through exceptional ability to lead diverse groups, sustain superior team motivation, perform effective decision-making, and ensure project-cost optimization and successful completion of critical objectives.

 

Motivational Leader | Proven Problem-Solver | Exceptional Relationship-Builder | Dynamic Team-Player | Positive Can-Do Attitude | Analytical Thinker | Detail-Oriented | Relentless Drive | Dedicated to Excellence

 

KEY ACHIEVEMENTS

·   Led city/Jacksonville market to be in top 5 out of 75 markets over the last 5 years as director, prior to that 2 years in the top 10 as manager

·   Directed and managed more than 300 successful, profitable projects with a budget totaling more than $20 million

·   Maintained effective collaboration and communication with market Vice President/General Manager to grow revenue from $450K monthly recurring revenue to $1 million monthly recurring revenue within 3 years, and another $700K within another 4 years

·   Reduced overtime expenses from 20% to 9% saving the company more than $100K annually by implementing rollover shifts

·   Generated over $500K in savings within 2 years through smart, innovative vendor negotiations

·   Increased TW Telecom building presence from 17 buildings to 260 buildings (1400% increase) in 6 years

·   Successfully managed and oversaw over $2.5 million in expansion projects including a two-mile fiber build under St. Johns River

·   Strong focus on customer service and satisfaction with timely installations and maintenance of customer services resulted in extremely high customer retention rate of 99% in the last 3 years

·   Doubled fiber footprint in Jacksonville from 100 fiber miles to 200 fiber miles in last 3 years

·   Delivered a 3-site 10G network for customer Everbank in 30 days to include 2-site build allowing them to complete their downtown relocation on time and under budget

·   Built diverse fiber route to provide support for customer’s network (from Jacksonville to NY) helping to increase TW Telecom’s monthly revenue by $150K  

 

 

TECHNICAL SKILLS

Telecommunications

Lucent OEO | Lucent DWDM | Lucent OCn | Fujitsu OCn | MPLS | ITIL | Change Management |

Cisco 15600 | Cisco 454 | Cisco 3600

Computer

Windows OS | MS Office Suite | MS Visio | MS Project server | OSP Insight | PeopleSoft | SwIFT Work Centre | Capital Approval Tool | Project Module | Oracle | Visio | Power Point | SharePoint

Security Clearance

TS/SIOP (not currently active)

 

EDUCATION

Bachelor of Science, Business Management • University of Phoenix • Graduated 2006

TW TELECOM

Director of Operations (Jacksonville Metro Area) 2009 - 2015

·   Hold full accountability for the daily operations of market across northeast Florida region and managed company standards execution, market vision, deployment and people leader functions ensuring market success

·   Collaborated with General Manager/Vice President in the development, communications and implementation of the market specific vision, strategy, initiatives and goals that drove revenue and increased customer satisfaction that resulted in excellent customer responses to surveys and renewed contracts, ensured availability of network capacity and expanded market reach; grew revenue from $450K monthly recurring revenue to $1 million within 3 years, adding another $700K within another 4 years

·   Created a competitive advantage for customers by partnering with GM/VP and leaders from other departments such as service activation, maintenance, engineering, inventory, and procurement; successfully managed and oversaw over $2.5 million in expansion projects including a 2-mile fiber build under St. Johns River

·   Owned and created market vision and strategies and implemented projects to enable growth of customer opportunities using latest network standards and technology; created and developed 3 to- 5-year comprehensive network expansion plans to increase presence and footprint in metro and outlying areas that led Jacksonville market to become top 5 markets in company

·   Delivered compelling leadership to local operations and engineering staff and collaborated with leaders and subject matter experts of other departments to double market’s fiber network footprint and increase market’s building presence by 1400%

·   Ensured day-to-day market activities are consistent with product and engineering parameters resulting in successful and timely installation and maintenance of customer services, leading to the market’s extremely high customer retention rate of 99% in the last 3 years

·   Accounted for continuous operational efficiency in the market by identifying gaps and implementing solutions and participating in company initiatives to drive company-wide operational efficiencies resulting in an improved overall customer experience

·   Responsible for proper management of all operational financials and quarterly forecasts as well data to the company for investor reporting; ensured finance and accounting policies and procedures are being followed and periodically audited capital and expense activities for compliance; streamlined operational expenses by decreasing overtime expenses by $100K annually

·   Built organizational talent by hiring solid contributors, coaching and inspiring individuals, and developing a team environment; consistently retained, rewarded and recognized team members to maintain positive morale

·   Led and empowered a team of operations professionals and engineers by performing regular performance reviews and giving timely feedback, guidance, mentoring and training to help team members reach goals

·   Communicated and instructed local engineers in company policies, procedures and supported corporate directives on initiatives including competitive bidding procedures, vendor management and change order process

·   Supervised and monitored the overall network health through reporting, trend analysis, and physical inspections.  Also forecasted, facilitated and drove network augmentations, repairs and retirement in collaboration with network planning and engineering departments.

·   Audited work performed to ensure compliance with company standards and scope of work and budget and audited local processes, purchase orders and invoices to ensure compliance and thoroughness of the process.

·   Conducted masterful negotiations with vendors and contractors to secure effective rates and services terms

·   Established and consistently enhanced collaborative partnerships with Verizon Business, AT&T, Comcast, Cisco Systems, Alcatel Lucent, Fujitsu, and other major telecom vendor/ service providers

 

·   Prepared and presented justifications for capital expenditures

·   Facilitated rapid adoption and usage of various systems including OSP insight, PeopleSoft and SwIFT Work Centre, Capital Approval Tool, and Project Module

 

 

Operations Manager (Jacksonville Metro Area) 2007 – 2009

 

·   Managed entire network operations including installation, operations and maintenance of field/central office and customer premise equipment

·   Managed and organized the preventative hardware maintenance to ensure 100% accountability at all times; thus allowing fewer network outages and saving the company time, resources and expenses

·   Provide compelling leadership for the operations team through coaching, mentorship, and inspirational, resourceful guidance; facilitated development of knowledge and skills of individual team members and provided timely feedback, performance reviews, guidance, mentoring and training to help individuals reach goals

·   Maintained efficient communication and collaboration with Vice President/GM, executive sales staff and customers to get updates on customer needs; developed comprehensive solutions to optimize service

·   Collaborate with outside agencies including DOT, government agencies, local utilities and railroad operations regarding permits and approvals for network builds and expansions

·   Delegated and assigned workloads effectively, while accurately monitoring progress to ensure customer requirements compliance

·   Established technical requirements, service levels and procedures, and implementation plans for major network elements, systems and applications

·   Successful training of technicians on troubleshooting techniques, fixing circuit outages and utilization of manual and automated equipment

·   Created effective business resumption and disaster recovery plans; prepared and controlled annual budget

·   Utilized exceptional analytical acumen to successfully determine root-cause of major production and development problems

·   Applications supported: Remedy, PeopleSoft, RSI, NetCracker, Accugraph

 

 

Central Office Engineer/Field Engineer  2000 – 2007

·   Managed all power and grounding projects with expertise in network planning and optimization of Ethernet and Sonet networks

·   Maintained and secured continued optimum power capacity and efficiency for field/central office

·   Managed capacity on all DWDM, OC-n and Ethernet rings including all augmentation processes

·   Implemented comprehensive project management procedures (executive summary, statement of work, change control, project budgeting); prepared effective proposals for Network Operations Center,

·   Developed, motivated and guided installation and maintenance technicians and engineers

·   Assured network quality after installations and turn-ups thru performance of network validation tests

·   Applications supported: Remedy, PeopleSoft, RSI, NetCracker, Accugraph

 

 

PREVIOUS EMPLOYMENT

Design Engineer • tw telecom, Denver, Colorado • 1999 – 2000

Provisioning Network Analyst • tw telecom, Denver, Colorado • 1998 – 1999

Systems Controller, Tech Control • Unites States Air Force, Cheyenne Mountain, Colorado • 1994 – 1998 Systems Controller, Tech Control • Unites States Air Force, Ramstein, Germany • 1991 – 1994