CLIFFORD D. MANUEL

1555 Pohaku St, Apt A209, Honolulu, HI 96817

808.845.7967 (Home)

425.422.7967 (Mobile)

clifford_manuel@hotmail.com

 

CAREER OBJECTIVE

 

To obtain a full-time position where my diverse work experience and background can help the organization succeed.

 

PROFESSIONAL EXPERIENCE

HAWAIIAN TELCOM, Honolulu, Hawaii, February 2012 – present

Manager – Order Management Systems

·         Direct supervisor for a team of 16 assigners, provisioning specialists, and facility technicians.

·         Responsible for team productivity and efficiency

·         Responsible for the inventory build for the Next Generation Network, including FTTP and VSEM.

·         Manage the provisioning of Hawaiian Telcom’s new products and services, including TV services, high-speed internet, and voice solutions

·         Responsible for performing User Acceptance Testing for new internal software releases

·         Responsible for training employees and creating job aids and user guides for new products and processes

·         Participated in cross-organizational teams aimed to improve processes, increase efficiencies, and reduce rework

 

HAWAIIAN TELCOM, Honolulu, Hawaii, August 2011 – February 2012

Circuit Design Engineer – Order Management Systems

·         Responsible for circuit design throughout the State of Hawaii

·         Responsible for circuit provisioning for DS0, DS1, DS3, OC-X, DIA, GIGE, EIPDS, RNS circuits

·         Experience in partnering with other departments to ensure critical milestones are met

·         Sat in for NEAT-OSP Manager

 

VERIZON COMMUNICATIONS/FRONTIER COMMUNICATIONS, Everett, Washington, July 2007 – August 2011

Outside Plant Engineer – Network Engineering

·         Responsible for outside plant activities in eight exchanges in Western Washington

·         Responsible for design and engineering for obligatory municipality projects

·         Responsible for engineering growth projects for new plats and new commercial buildings

·         Responsible for outside plant provisioning of HICAP circuits

·         Experience in engineering for both copper and fiber optic facilities

·         Experience in engineering for aerial, underground and direct buried solutions

·         Sat in for Engineering Section Managers

 

VERIZON COMMUNICATIONS, Everett, Washington, March 2005 – July 2007

Supervisor – Verizon Repair Resolution Center (VRRC)

·         Direct supervisor for a team of 24 Customer Care Technicians, responsible for taking customer repair calls for Long Distance Service and BAU service.

·         Responsible for handling customer complaints and escalations

·         Ensure quality and productivity of team

·         Sat in for Everett VRRC Manager

·         Served as on-duty Supervisor for after hours escalations

·         Served as acting systems SME

 

VERIZON COMMUNICATIONS, Lake Stevens, Washington, February 2004 – March 2005

Local Manager – Customer Operations

·         Direct supervisor for a team of 14 Installation and Maintenance Technicians, responsible for installation and repairs of Verizon products and services including voice and high speed internet.

·         Responsible for building and fostering community and customer relationships

·         Responsible for handling customer complaints and escalations

·         Served as Operations Service Advocate for the Lake Stevens School District

·         Ensure safety, quality and productivity of team

·         Sat in for the North Puget Sound Area Manager

·         Served as on-duty Supervisor for after hours escalations

 

VERIZON COMMUNICATIONS, Everett, Washington,  July 2000 – February 2004

Specialist – Network Engineering

·         Acting Section Manager for Northwest Inventory Management from 11/23/2003 to 02/14/2004

·         Created and managed HDSL Exhaust Report and HDSL Cleanup effort.

·         Manage the Past Due Disconnects for the Northwest region

·         Created monthly reports of technician barcode activity and Central Office Line Equipment Fill

·         Provide support to field technicians through barcode audits, locating equipment, and ordering plug-in cards

·         Facilitated plug in card re-use opportunities

·         Participated in monthly HICAP meetings to discuss and improve HICAP processes and procedures

·         Facilitated monthly conference calls between Inventory Management (NW, CA, HI) and BRPC (CA) aimed to promote interdepartmental teaming and improving process and procedures

·         Participated in monthly Operation Team meetings

 

GTE HAWAIIAN TEL, Honolulu, Hawaii, August 1999 – June 2000

Engineer – Network Engineering

·         Engineering high capacity T1 circuits for the state of Hawaii.

·         Provided cross-functional coordination between departments for installation of HICAP T1 circuits.

·         Exposure to Outside Plant Construction/Engineering, Transmission Engineering, Central Office Equipment Installation, Sales, Processes & Procedures

·         Familiar with telecommunication networking concepts such as T1/T3, ISDN PRI, Frame Relay, xDSL.

·         Able to handle multiple projects at one time - T1 installations.

·         Coordinated several new cell site installations for wireless customers.

·         Performed pre-field surveys at customer premises for HICAP provisioning

 

UNIVERSITY OF NOTRE DAME, South Bend, Indiana, May 1997 – May 1999

Laboratory Technician

·         Technician for the Electrical Engineering Solid State Labs

·         Interacted with different semiconductor equipment.

·         Maintained the lab supplies and cleanliness of the labs.

·         Communicated with businesses and other schools to order parts and supplies or obtain equipment manuals and schematics.

·         Assisted in repair of various semiconductor equipment

 

EDUCATION

 

Bachelors of Science in Electrical Engineering, 1999

University of Notre Dame, South Bend, Indiana

 

Damien Memorial High School, 1995

Honolulu, Hawaii

 

OTHER EDUCATION/CERTIFICATION

 

·         Effective Documentation and Grievance Handling (Verizon)

·         Leadership Skills (Verizon)

·         360 Multi-rater Survey (Verizon)

·         Communicating For Results (Verizon)

·         Coaching in Difficult Situations (Verizon)

·         Northwest Technical Symposium

·         Choosing to Lead (Verizon)

·         Resiliency & Collaboration Training (Adaptive Learning Systems)

·         Managing Conflict and Creating Productive Partnerships (Verizon)

·         People Skills (The Effectiveness Institute, Inc)

·         Leadership Development I (GTE)

·         Achieving Extraordinary Customer Relations (GTE)

·         Understanding Emerging Technologies in the New Millennium (TRA)

 

TECHNICAL/SOFTWARE SKILLS

 

·         Proficient with Microstation

·         Proficient with PC hardware issues including new installation and repair

·         Proficient with PC software and PC operating systems including Microsoft Windows 95/98/NT/2000/XP/7, Microsoft Office, Lotus Notes

·         Proficient with Microsoft Office suite including Outlook, Word, Excel, Access, PowerPoint, and FrontPage

·         Experience with UNIX systems Oracle Databases

·         Experience in creating Web pages using HTML, Microsoft FrontPage, and Netscape.

·         Programming experience with SQL, JAVA, MATLAB, C++, and FORTRAN.

 

LEADERSHIP ACTIVITIES

 

·         Rotational Development Program Participant

·         Co-Leader Northwest COEI Cross Functional Team

 

HONORS AND AWARDS

 

·         Dave Friday Gold Award Recipient (CFT)

·         Dave Friday Silver Award Recipient (CFT)

·         VEA Nominee

 

COMMUNITY SERVICE

 

·         Assistant Coach for Snohomish County Boys & Girls Club girls basketball team 2005

·         Assistant Coach for Snohomish County Boys & Girls Club boys basketball team 2005

·         Assistant Coach for Lake Stevens Junior Athletic Association boys baseball team 2005

·         Head Coach for Lake Stevens Junior Athletic Association boys t-ball team 2004

·         Head Coach for Lake Stevens Junior Athletic Association boys soccer team 2004 - 2006

·         Head Coach for Snohomish County Boys & Girls Club girls volleyball team 2005 – 2009

·         Vice-President/Secretary for Soundview Estates HOA 2009 - 2011