PROFESSIONAL SUMMARY

 

Telecommunications Manager and Military Veteran with a prior Secret Security Clearance and 2 years of proven experience in the United States Air Force.  Accomplished measurable results while leading teams of 70+ in a dynamic, fast - paced environment.  Possess a comprehensive background in training and policy implementation derived from conducting domestic operations.  Managed risk upon multiple lines to protect assets, property, and equipment valued over $2M while meeting the expectations of senior leadership.  Possess extensive knowledge in installations, inventory management, logistics, and budgeting.  Recipient of multiple awards for outstanding performance and professionalism. Career supported by coursework in leadership and operations. Areas of expertise include:

 

·  Project Management	·  Strategic Planning	·  Microsoft Office Suite
·  Budget Analysis ·  Employee Evaluation	·  Training and Development ·  Policy Implementation	·  Organization/Communication ·  Quality Assurance/Quality Control

 

PROFESSIONAL EXPERIENCE

 

FCI – Dallas, TX                               2016 – Present

Project Manager

Managed a team of 8 technicians provide resident clients with installation of alarms; supervised the logistics and inventory of alarms valued at $75K

·  Employed CSG operating system to track, route, and dispatch technicians across X sub regions throughout DWF

·  Ordered and monitored alarms and equipment; minimized overstock and shrinkage through implementation of policies and procedures

·  Maintained office inventory and rolling stock of 10 fleet vehicles valued at $200K with zero loss

 

FEDEX EXPRESS– Dallas, TX    2015

Driver

·  Provided customer service to over 1,000 clients; managed the delivery of 10K packages with zero loss

·  Maintained accounting and inventory records for daily reporting; managed service records such as logs, cargo, and billing statements in accordance with regulations

·  Resolved customer complaints and service discrepancies; ensured prompt delivery through management of  schedules and secured routes utilizing GPS and maps

·  Diminished costs through procedural enhancements; improved performance and route efficiency 

 

SKYBEAM TEXAS – Dallas, TX     2012 – 2014

Director of Installation

·  Managed a staff of 6 supervisors and 60 technicians in commercial and residential services; trained and mentored staff on company standards and customer relations

·  Negotiated contracts and maintained vendor relations through vehicle purchases; ensured contractors fulfilled scope of work                                                             

·  Screened 50+ applicants for staff positions; interviewed, hired, and on-boarded 15 new employees

·  Developed and implemented installation system trainings for 3 company divisions; supervised orientation and training scenarios

·  Oversaw rolling stock of 100 company vehicles for purchases and maintenance; managed the inventory and logistics of two central warehouses

·  Maintained monthly budget $150k and constructed productivity reports for senior management; reviewed commissions and payroll for submission 70+ employees

·  Coordinated investigations of escalated issues and resolved BBB complaints; increased consumer satisfaction by 45%

 

AT&T – Various Locations                                2007 – 2012

U-Verse Center Supervisor

·  Supervised 150 contact center dispatchers and oversaw 5 executive appeals agents; evaluated customer service representatives on call time management and efficiency

·  Designed service development plans for field service technicians; implemented on the job training of new hires, technicians, and managers

·  Fulfilled additional duties as Executive Appeals Manager for AT&T senior management and officers

·  Assisted on set up of public promotion of U-Verse product display; cross trained with sales and marketing department to feature new products and promotional services

 

Manager of Network Services

·  Managed installation and repair crew of 15 technicians; balanced work load and paid time off to ensure uninterrupted work flow

·  Trained and evaluated 40+ associates in reference to technical ability; provided improvement in target areas of deficiency

·  Coached and mentored employees on current troubleshooting practices; implemented new standards and guidance

·  Conducted employee and vehicle safety inspections; minimized risk and hazards to achieve 100% retention of assets

 

U-Verse Premise Technician

·  Lead 15+ technicians in training and upholding company standards, presumed extra responsibilities as a special services coach

·  Provided installation and maintenance services for residential clients in telecommunications; utilized guidelines and diagnostics to determine root cause of problems

·  Experienced in wireless networking and troubleshooting with VOIP installations as well as installation and repair of residential CATV services

 

EDUCATION / CERTIFICATIONS

 

Harvard Leadership Course

Digital Communications, 2000

Bucket Truck Operations, 2014

Cardiopulmonary Resuscitation, 2014

Automotive Parts Management, 1998

 

SELECT AWARDS

 

Certificate of Appreciation (2)

Certificate of Excellence

 

TECHNICAL SKILLS

Software: Microsoft Office (2003, 2007, 2010)

Operating Systems: Mac / Microsoft Windows (95, 98, XP, Vista), Windows 7, Windows 8