Michael Wallace

3670 Bristol Lake Dr.

Amelia, OH  45102

513-608-7283           emjayuu23@gmail.com

Summary

 

Passionate Operations and Engineering Director with more than 35 years of experience working and managing in a telecommunications and customer service environment.  I am a results and metrics focused Director with years of customer interfacing experience.  I am also an accomplished leader with excellent performances against capital budget targets, departmental metrics, as well as development of subordinates.   I am a proven manager capable of leading a team of managers and / or craft in a union environment, including strong negotiating, coaching, and mentoring skills.  I am also experienced working with and directing contract resources.

 

 

Career Highlights

 

·   I recently negotiated 100% payment terms for all Outside Plant Telephone network relocation related to the City of Cincinnati streetcar project.

·   Coach and mentor recently promoted managers & engineers

·   Team produced high quality, on-time, in-budget work orders to assist in meeting Sales organizations revenue goals as well as corporate service level goals

·   Introduced contract resources into the Conduit Drafting team and assigned contract resources to supplement fiber engineers with fiber-to-the-home field work

 

 

Professional Experience

 

Cincinnati Bell, LLC  07/2010 – 12/2014

Director – Outside Plant Engineering

Reported to Vice-President – Network Operations.   Manage multi-site team of 18 OSP Engineers, 2 Structure Engineers, and the Drafting Team.  Coordinate engineering contract resources.  Manage $70M annual capital budget relating to fiber-to-the-home build in addition to a $10M routine capital budget.

Key Responsibilities:  Design fiber serving areas with focus on fiber-to-the-home (FTTH) doors passed, focused on qualified doors passed metric.  Maintain existing legacy network; prepare estimates and issues work orders for Ethernet products to Small/Medium Business customers.

Key Initiatives:

·   Issued FTTH work orders designed to provide Internet and video services to ~59,000 residential & small / medium business customers in 2014.  Work Orders include cost estimate, BOM, and detailed fiber cable design from the FDH to fiber termination.

·   Negotiate with local cities and municipalities for right-of-way placement of equipment needed for FTTH deployment.

·   Update records database based on redline drawing returned from the field to make a permanent record.

·   Monitor and track cost-per-unit past metric of each work order and assure it is on target.

·   Worked with direct reports and contractors to keep staffing levels current.

·   Integrated contractor resources into the process and managed the change order process when applicable.

·   Negotiated Joint Use Pole pricing annually with local power companies.

·   Manage third-party pole attachment database.

·   Minimize impact / cost of public mandate work (right-of-way related facilities relocation.).

·   Proficient in MS Office

 

Cincinnati Bell, LLC    01/2006 - 07/2010

Director – Outside Plant Construction & Proactive Maintenance

Reported to Vice-President - Network Engineering & Construction.  Managed multiple teams of Linemen and Splicers, approximately 90 technicians and 8 supervisors.  Managed the timely completion of work orders in support of new product, sales team objectives, customer demand, greenfield development.  Strong focus on FTTH and other fiber based services.

Accomplishments and Key Initiatives:

·   Timely on budget completion of FTTH work orders based on monthly metrics (~3,000 units per month).

·   Introduced contract resources into the group.

·   Strong focus on work place safety – minimize lost time due to on-the-job injuries.

·   When necessary, negotiate with Union Local leadership for grievance resolution.

·   Active member of the Corporate Safety Council.

 

Cincinnati Bell, LLC  08/1997 – 01/2006

Director – Field Repair Operations

Reported to Vice-President - Field Repair.  Manage multiple crews of splicers responsible for timely resolution of customer reported issues.  Strong focus on customer satisfaction.

·   Focused on percentage of out-of-service reports restored within 24-hours, 99% goal.

·   Focus on percentage of customer reports per 100 access lines, 1.00% goal.

·   Manage staffing levels, overtime, vs. performance against metrics.

·   Instituted a quality inspection program requiring managers to verify the accuracy of work completed by technicians and contractors.

·   Worked closely with Call Center personnel to improve processes and assure processes were followed.

·   Worked with Dispatching Center monitoring for timely dispatching of service requests.

·   Integrated mechanized dispatching system and hand-held computers for field technicians.

·   Six Sigma: Green Belt trained (in progress).

·   Address customer escalations as needed.

·   Resolve second step grievances if necessary.

 

Cincinnati Bell, LLC  01/1990 – 08/1997

Team Leader – Field Repair

Reported to Director – Field Repair.  Managed crew of up to 15 Splicers.

·   Responsible for the timely and accurate repair of consumer and small business telephone service for a geographic footprint within the serving area.

·   Resolve all customer escalations

·   Prepare monthly work schedule to allow for 7-day 15-hour coverage.

·   Perform monthly safety and quality inspections on all direct reports.

·   Member of several Performance Improvement teams.

·   Complete annual appraisals for all crew members.

 

 

Training & Development Programs

 

Numerous custom safety courses, Effective Leadership Training, Labor Relations Workshop, Writing Skills Workshop, Inclusion Workshop, Technical Leadership