Michael P. Hynes

***** ********** **.

Farmington Hills MI. 48336

248-***-****

acchnh@r.postjobfree.com

OBJECTIVE

To advance my career in telecommunications with an innovative company that

will provide the opportunity for professional development while ensuring growth

and success for the company and myself.

EMPLOYMENT

Field Service Manager CBEYOND

Communications

5/2010 to Present Farmington Hills, MI.

48334

Coordinate the installation of all customer premise equipment through the use of 3rd

party vendors. Manage relationships with 3rd party Field Service Partners, National

Field Service Partner, and other Vendor relationships as applicable. Manage and provide

security for market inventory of customer premise equipment using planning forecasts

and internal trending analysis. Manage weekly CPE Reconciliations and CPE

Distributions with all market vendors. Manage the testing and Reconfiguration of CPE in

preparation for redeployment. Manage Market metrics to include CPE Recovery, Aborted

Truck Roll, Cost to Install, FSP Customer Satisfaction (CSAT) rating and CPE RMA and

driving Partners to continuously improve performance. Manage Monthly, Quarterly,

Annual inventory audits as needed to ensure Ernst & Young standards are met. Act as

Technical lead for the market mentoring junior Field Engineer I/II’s and Field Service

Partners on products, services and support standards. Manage the local Field Service

Partner training program to include conducting training and certification testing of

Installation vendors to include third party Technical trainers, Agent Installers and

contractors. Manage installation vendor invoices to include resolution of all disputes and

escalations. Report, manage, and document the disposition of all non-CPE/Collocation

equipment stored in the market warehouse including Laptops, PCs, and mobile phones to

the appropriate departments. Conduct Meet and facilitate relationships with ILEC field

service technicians troubleshooting T-1 circuits and recommend corrective actions for

resolution.

Accomplishments: #1 Field Service Manager 4 months out of 12 and #2 Field

Service Manager 3 months out of 12 in 2012. #1 Field Service Manager 6 months out

of 12 and #2 Field Service Manager 3 months out of 12 in 2011.

Field Service Technician CBEYOND

Communications

5/2007 to 8/2009 Farmington Hills, MI.

48334

Conduct Tier III maintenance actions in support of the Network Operations Center

investigating chronic and escalated troubles at the customer premises. Facilitate

resolution of installation related problems in conjunction with the Customer, Installers

and associated support teams with escalation to management as required. Manage and

Perform Quality Assurance audits of customer installations per established policies and

procedures and associated Service Level Agreements. Submit detailed reports outlining

Quality Assurance audit assessment to include recommendations for process

improvements and efficiencies. Conduct monthly collocation audits escalate

discrepancies to Network Engineering for review; receive and maintain collocation

spares. Process associated RMA’s and Spares allocation. Process invoicing, manage De-

installs. Serve as backup for Field Service Manager as well as assist with all duties

including inventory and Field Service Partner management.

Accomplishments: #2 Field Service Technician 3 months out of 12 and #3 Field

Service Technician 5 months out of 12 in 2008. #1 Field Service Technician 3

months out of 12 and #2 Field Service Technician 3 months out of 12 in 2009.

Telecommunications Technician Broadwing

Communications

9/2004 to 5/2007 Southfield, MI. 48033

Primary duties included installation, configuration and troubleshooting of

customer premise equipment including but not limited to interface issues.

Support for Central Office, CLEC co-lo and remote sites for all equipment.

Technician MCI,

Telecommunications

8/1999 to 6/2004 Southfield, MI. 48075

Primary duties included installation, configuration and maintenance of fiber optic

transportation systems, primarily Fujitsu, Nortel and Cisco. Installation,

maintenance of circuits from DS0 to DWDM MOR pipes with multiple OC192s.

Responsible for DACs, switch, power, surveillance and HVAC equipment

maintenance and upgrades. Maintain, audit and document the various

databases associated with circuit and equipment records. Additional duties

included outside plant fiber maintenance and restoration using a fusion splicer

and OTDR. Support customer premise equipment to include various types of

modems, routers, channel banks and the test equipment associated with them.

Lead Installer Capital Communications

9/1996 to 8/1999 Plymouth Twp., MI.

48170

In charge of all installation teams installing fiber and copper toll equipment for

Ameritech in metro Detroit exceeding TR-11 installation standards. Worked

primarily in central office environment, also worked in huts, CEVs and customer

premise sites.

EDUCATION

9/2007 Cisco CCNA, Oakland Community College, Farmington Hills, MI

6/1990 Associate of Arts, St. Leo College, St Leo FL

5/1984 Tacfire Operations Specialist, United States Army, Ft. Sill OK

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