Larry C. Phillips SR.

                            10603 Gravel Neck Drive   Chester, VA 23831 (804)796-7855

                larry.phillips31@verizon.net             

 

VERIZON / PROJECT MANAGER / OPERATIONS MANAGER / SR CALL CENTER OPERATIONS ANALYST / TECHNICAL SUPPORT

Building people and teams to embrace change while exceeding challenging operational goals.

Accomplished, proven Manager & Technician Professional with 30+ years of experience in the Telecommunications Industry. Build organizations focused on teamwork, agility, creativity, quality, customer focus and profitability. Motivate and develop workforce to sustain high levels of productivity. Managed local and remote operations, facilities and teams (union and non union). Proven track record of successful Project Delivery/ Project Management. Highly skilled and proficient in the key principles of project management. Experience facilitating sessions to analyze workflows and define requirements. Strengths include with Facilities planning / maintenance

·         Operational performance

·         I have utilized internal systems such as IVAPP, BDMS BeRT, BDMS FTTP, WFA, TIRKS, and CCP IOF.

·         Budgeting / cost containment

·         Quality assurance

·         Business process improvement

·         Safety management / safety training

·         Capital projects / capital improvements

·         Electronic technology expertise

·         Workforce planning / training and development

·         Employee and labor relations

·         Development of Technical Classes plus additional actuals:

•         Excellent verbal and written communication, interpersonal and customer service skills.

•         Strong organizational skills

•         Self-starter, able to work independently and as part of a team in a fast paced environment.

•         Detailed knowledge of PBX Data & Voice w/ Call Recording in a distributed environment

                                                               TECHNICAL SUMMARY

Networks: VoIP, Cisco, MPLS, Fios, LAN, WAN, ATM, FRAME Relay, Ethernet, ISDN, Outside Loop Electronics Systems (Litespan & SLC), High Speed Internet (DSL), DDS

Operating Systems: Multiplexers, Litespan, SLC, OC48/OC3, DS1, High & Low Speed Data Transmissions Internet and Private Networks, Complex Rings,

Software Skills: Windows Operating system, Microsoft Office Suite, Lotus Notes, cc: Mail, Internet Explorer, etc.  Programming in Visual Basic, C++, Windows 7 plus 95 & 98, 3.xx, MS Word, MS Excel, MS Access, MS Internet Explorer3.xx 4.xx, Netscape Navigator, Adobe Acrobat, Norton Utilities, Norton Antivirus, PowerPoint, TCP/IP, and Internet.

Equipment: Routers, Lucent, Fujitsu, SONET, Packet Switching, Fios, Avaya

Technical Positions: Expert Expertise in Microsoft and Computer Skills, Fios, Multiplexers, LAN/WAN, Routers w/ Special Circuits, Protocols, Training, and Safety. Expert trainer, presenter, and technician.Titles Obtained include:

·         Tier II Technical Support Technician for Outside Plant & LAN / WAN

·         Since 1996 I have proved Business Process Improvement Experience at Verizon, Cavalier, & KCI.

·         System & Service Tech, Central Office Tech, Cable Splicing Tech, Certified Instructor, Tier II Technical Support Tech, LAN/WAN expert.

 

 

 

Specialized Fields: Special Circuits Installation & Repair, Construction and Maintenance of Telecommunications, Copper & Fiber Splicing, Terminal Placement, Electronics, Fault Locating, Air Pressure, Pole Placement, Noise Measurements, Power Influences, and Bonding Issues in Cable Maintenance. Highly developed time management and organizational skills demonstrated business-focused approach to project delivery. Experience implementing contract management, content management or similar systems. Experience leading cross-functional teams and documenting business processes, workflows, making presentations, determining motor vehicles and requirements.

 

PROFESSIONAL EXPERIENCE

SR Supply Manager / PM / Engineering Telco Contractor                                            2013

EP Consulting Group, US Branch                                                                                    Present

The Knowledge Connection, Inc.                                                                                      2011-2012

Project Manager on Government and Public Jobs. While contracting with Verizon Communications, Inc. I utilized internal systems such as IVAPP, BDMS BeRT, BDMS FTTP, WFA, TIRKS, and CCP IOF. Requiring (Inter Office Facilities, TCC (Transport Creation Center), COEI (Central Office Equipment Installation), Field Engineering, NPC (Network Provisioning Center), IP Capacity Management, OSP Engineering/Planning, Sales / Marketing, etc. One large job was for the VA Wi-Fi w/Cisco routers a very rewarding job with outstanding results.
 

I&M Enterprise Telecommunications with reporting personal in VA & PA

Moved the company from 300K loss to a 75K gain in just 10 months. Developed and changed company from just a copper engineering company to a wholesale engineering company both fiber and copper. Plus, a retail installation company providing services to both the government and private sectors.

Cavalier Telephone                                                                                                             2010-2011

Project Management on Complex Business Data Operations

·         Installed and worked with MPLS, VoIP, and Cisco Routers

·         One large job was managing Data & Voice for Smart Tag installations across several states. It was a Great Success.

·         IOF (Inter Office Facilities, TCC (Transport Creation Center), COEI (Central Office Equipment Installation), Field Engineering, NPC (Network Provisioning Center), IP Capacity Management, OSP Engineering/Planning, Sales / Marketing, etc.

 

Verizon Communications/Bell Atlantic; f GTE; C&P Telephone; South Central Bell      1978 - 2009             

Project Management                                                                                                            1985 - 2009

While working the FTTP and Transport I used the following systems interfacing with various work groups including DNCP (Data Network Current Planning), IOF (Inter Office Facilities, TCC (Transport Creation Center), COEI (Central Office Equipment Installation), Field Engineering, NPC (Network Provisioning Center), IP Capacity Management, OSP Engineering/Planning, Sales / Marketing, etc.
IOF (Inter Office Facilities, TCC (Transport Creation Center), COEI (Central Office Equipment Installation), Field Engineering, NPC (Network Provisioning Center), IP Capacity Management, OSP Engineering/Planning, Sales / Marketing, etc.

I utilized internal systems such as IVAPP, BDMS BeRT, BDMS FTTP, WFA, TIRKS, and CCP IOF.

I obtained lowest price per home passed a huge success.

                                                                                                     

 

 

 

Operations Local & Area Manager (1996 - 2009)

 

OSP Area Manager, Enterprise Local Manager, Training, Technical Support, & Safety Potomac Region 2007 – 2009

Supervised 3 Local Managers, 8 Contractors and 31 Associates  to train and support >6,000 field technicians on Cable, I&M, Fios, Electronic Systems.  Monitored daily activities of X? support team and training center instructors. Coordinated training schedules and oversaw training methods, policies and procedures. See below just to name a few.

Developed and delivered “Best Cost” for OSP Construction FTTP in cost of homes passed

·         Headed several Call Centers and Sr Analyst from Technical Support 24X7 to Day Shift Dispatch & Repair.

·         Implemented and supported the telephony infrastructure specifically installation and maintenance in the PBX & Call Recording application under the Enterprise Division.

·         Call Center skills: Customer Contact skills relating to service i.e.: Call Recording, Avaya Data & Voice PC5 dialers,

·         Assisted in the design, implementation and management of projects that may include new locations or deploying new technologies across the network.

·         Execute project work related to the Voice/Telephony support area during service interruptions with minimal supervision.

·         Performed routine system administration and maintenance on local or remote locations with no impact to the business while:

•         Keeping documentation up to date for all telecommunications systems such call center routing, trunking and voice announcement scripts.

•         Proactively analyses, troubleshoots and resolves telecommunications systems and issues in a timely manner.

•         Resolved open help desk tickets and verifies all issues were properly resolved and documented.

•         Interacted with end-users and all levels of management in developing solutions to problems or creating efficiencies pertaining to Telecom processes that impact business.

·         Developed and delivered >22K hours of training on ~21 classes, improving productivity of field technicians by 27% in 1 year.

·         Implemented a database to track ~15 Help Desk inquiries/day from field staff and monitored, updating training curriculum to address technicians’ issues.

·         Developed and delivered Day of Safety Training

·         Creatively analizing responded to corporate mandate to reduce costs significantly by:

o       Identified internal resources to upgrade 56 computers as opposed to purchasing them, saving ~$45K.

o       Reduced overtime hours by >98%, saving >$156K/ year.

o       Negotiated with outside vendors and internal departments to donate or loan ~$3M in equipment at 0 cost to the training center.

o       Implemented strict energy conservation program, reducing power consumption costs by 66%.

o       Negotiated contract to reproduce all training course material internally versus outsourcing, decreasing cost by 35% and cycle time by 50%.

o       Generated cost-share training agreement with department directors, saving Call Center ~$29K/year.

o       Highly skilled in Microsoft Project, PowerPoint, Outlook, Excel, Word, Visio

PAST PROFESSIONAL EXPERIENCE

Area Manager Technical Support, Training, Safety, and FTTP Construction                            2004

W/23 Local Managers plus Contractors averaging ~750 reports

Area Manager CORE Construction, Contractors, Technical Support, and Training           2001

Area Manager Technical Support, Training. Contractors, and PPM/Cable Maintenance     1999                          

Local Manager Technical Support, Training, and Contractors                                              1996

Telecommunication Engineer and Technicians                                                                                     1978

 

 

 

 

 

EDUCATION/LICENSES/CERTIFICATIONS

Bachelor of Electronic Engineering Technology Technician, United Electronics Institute, Louisville, Kentucky

Associate in Applied Science Degree, major in Computer Information System and a specialization in computer Programming, John Tyler Community College, Chester, VA, and Summa cum Laude

Train-The-Trainer Instructor Certification

ROP1-Radio Operator First Class, FCC

Numerous Verizon and Bell System Classes both Technical and Management

Verizon Leaders in Excellence Awards

Bell System certified Project Manager

Experience implementing contract management, content management or similar systems

 

 

 

Michael Silvay Manager Engineering Verizon 804 -772-6388

Scott Sisk Manager Engineering Verizon 703-212-5291

Dion Lee Verizon Manager FTTP 703-402-4131