Willis E. McCormack

1328 SE 193^rd Pl Camas, WA 98067 • (360) 335-4227 • genemccormack@hotmail.com

 

Insightful, results-driven professional with notable success directing a broad range of corporate technical initiatives while participating in planning, analysis, and implementation of solutions in support of business objectives. Hands-on experience leading all stages of system development efforts, including requirements definition, design, testing, and support. Ability to coordinate and direct all phases of project-based efforts while managing, motivating, and guiding teams. Core Competencies include:

 

Technical Expertise                                          Data Analysis & Interpretation              Project Management & Implementation             

Staff Development & Training                            Management/Leadership Skills              Product Development

Verbal & Written Communication Skills              Analytical & Interpersonal Skills              Security Systems Certified             

Operating Systems                                          Networking/Protocols                            Budgeting Planning & Scheduling

·         SONET Backbone

·         Wireless Networks, LAN/WAN Networks, Signaling System 7 and DWDM protocols

·         ATM, DSO, ISDN, FTTP, Frame Relay, ADSL, HDSL, CCTV, VOIP

·         NEC Low Voltage Security/Fire Alarm Systems Certified

·         Cisco Routers Equipment Circuit Configuration

·         DMS 10 and DMS 100 Switches

·         ATT Wireless Project, US West Wireless Project , WAN Fiber optic Network Project

·         MS Word, Excel, Power Point, Access

Qwest Communications/Centurylink ~ Hermiston, OR                                                         2011-2013

Area Operations Supervisor
Responsible for all daily operations both OSP and ISP for installation, repair and maintenance of all services in 8 exchange regions.

·         Supervised, trained and reviewed 6 Network Technicians, 3 Network Cable Technicians, 3 Central Office Technicians, 1 Customer Data Technician ..

·         Oversaw operation and maintenance of the DS10 and DS100 switches for the area.

·         Created and maintained the Employee, Non-Employee and FEV budgets for the fiscal year. 

·         In 2012 established the Maintenance Project to recognize areas that needed repaired, so that trouble reports would go down and provide better customer service.

 

Qwest Communications ~ Yuma, AZ                                                                                                                2007-2009

Supervisor Network Operations

Responsible for chronic and customer issues, team building, daily payroll justification, safety and load control for the area.

·         Manager for Cable Maintenance, Design Services and E911 operations in the Yuma AZ area. 

·         Supervised 8 Network Technicians (Cable Maintenance) and 5 Customer Data Technicians daily for productive, quality, safety, customer repair and service orders.

·         In 2007, launched the PMP program to service or replace batteries in all of the PG systems in the Yuma area. Project replaced 97% of the defective batteries in 98% of PG systems.

·         Established a chronic and rehab team to reduce customer troubles and improve customer service. Customer Service improved by 68% within 9 months and with the programs in place should get even better in the future.                            

 

Verizon Communications ~ South Puget Sound Lynnwood                                                                                    2006

Local Manager Customer Service

Managed daily activities including quality assurance, production, safety, payroll justification, team building and coaching.

·         Directed 11 Special Service Technicians to install and repair DS1 and Sonet circuits for the South Puget Sound Region.

·         Responsible for daily completion of service and repair orders. Ensured client satisfaction.

·         100% of all service orders and 98% of all daily repairs were completed on the date requested by the customers.

                                                                                                                                 

                                                                                                                          

 

 

CenturyTel ~ Mid-West Wisconsin                                                         2003-2005

Area Operations Supervisor
Responsible for all daily operations both OSP and ISP for installation, repair and maintenance of all services in 3 exchange regions.

·         Supervised, trained and reviewed 5 Plant Technicians, 3 Cable Technicians, 3 Communications Technicians, 1 Business Systems Technician and 1 Storekeeper in the Rice Lake area.

·         Oversaw operation and maintenance of the GTD5 and EWSD switches for the area.

·         Created and maintained the Employee, Non-Employee and FEV budgets for the fiscal year. 

·         In 2004 established the Maintenance Project to recognize areas that needed repaired, so that trouble reports would go down and provide better customer service. 12 out of 18 identified problem areas were corrected within six months.

Electric Lightwave, Inc. ~ NCAM, Vancouver                                                        2000-2002
Network Operations Center Supervisor
Maintained and planned processes to control the LAN SONET Backbone for the entire West Coast operations of ELI.

·         Managed a 24/7 technical support center and supervised 19 direct reports, handled monthly scheduling and performance evaluations.

·         Functioned as second level escalation for customer service and liaison with vendors and customers.

·         Increased customer satisfaction from 4.2% to 4.8% (based on scale of 5), which decreased estimated time of repair from 3.5 hours to 2.8 hours as an overall average.

·         Developed a DS3 optical network in Electric Lightwave's lab utilized for training and testing, resulting in improved technicians.                                                                                                                       

 

Qwest Communications (US West), Design Services ~ Portland                                                        1998-2000
DS1/DS3 Field Operations Manager
Responsible for productivity, control of defects, safety, union contract applications, OSHA/DOT requirements, payroll justification, team building, and coaching.

·         Supervised a crew of 16 direct reports of DS1/DS3 Hicap technicians.

·         Managed two wireless projects for US West and AT&T,

·         Quality and quantity installation and maintenance of DS1 Hicap and fiber optic DS3 circuits.

·         Initiated a procedure for the gradual upgrading of all MPOPs within the areas of Portland, Oregon, resulting in reduced repair and installation times.

 

US West Communications, Design Services ~ Portland and Medford                                                                      1983-1998
Customer Service Technician
Installed and repaired analog, digital data and other special service circuits.

·         Utilized technical expertise in DSO voice design circuits, (two way trunking, DID, Tie trunks and off - premises extensions) data (56 and 64 K Frame Relay, ISDN and ADSL Megabit).

·         Responsible for all business services in Turf Three, Medford, Oregon. Received receipt of US West's President's Club, 1991 for client satisfaction.

·         Coached and trained staff. Offered advice to technical and company procedural questions.

CenturyTel Coursework                                                                                                                                            

Leadership Management Training at WITC

ELI Coursework
PCC Institute for Management “How to lead in an Economic Downturn”
Frame Relay Installation
Basic DMS Switch Training
Leadership Conference 2000
Understanding SONET and Basic Optical Networking

Qwest Coursework
The Design Services Supervisor Quality Assurance: completed and demonstrated skills associated with coaching, operational efficiencies, quality, and customer care

US West Coursework

Electronic Technical Training
FMLA Training
Human Resource Management
Managing within the Law

 

REFERENCES AVAILABLE UPON REQUEST