William Post

***** *. ****** **** ******, Colorado 80016 T: 720-***-****

Email: acd47l@r.postjobfree.com

Operations Management Professional

Highly motivated and experienced operations/project management professional

with expert proficiency in directing all aspects of team leadership,

project implementation, customer service and technical operations support

in a dynamic, fast paced environment. Comprehensive understanding of the

skills needed to actively direct teams of professionals in the fulfillment

of operational and project responsibilities to achieve unsurpassed levels

of service. Well versed in the analysis of existing workflows and the

implementation of process improvements that dramatically boost

effectiveness and productivity. Regarded for the ability to deliver

outstanding results with the highest degree of service and professionalism.

Core Competencies

Customer Service Customer and Employee Teambuilding & Training

Leadership Satisfaction

Project Management Technical Network Support Complex Multitasking

Operations Management Process Improvement Project Cost Analysis

Professional Experience

United Airlines, Denver, Colorado (2012-2013)

Project Coordinator (12 Month Contract)

Served as the primary project manager/point of contact for over 30 assigned

initiatives related to the consolidation of United Airlines and Continental

Airlines networks which were managed through established processes until

final implementation. Utilized expertise in reviewing project scope and

objectives, developed detailed work plans, schedules, project estimates,

resource plans, and status reports. Established weekly project meetings

for the effort of project tracking and analysis. Managed the integration

of vendor tasks and tracked vendor deliverables. Provided technical and

analytical guidance to project teams across multiple disciplines related to

Cisco switches and routers. Ensured adherence to quality standards,

reviewed project deliverables and resolved issues to ensure project goals

and requirements were met on time and within budget. Communicated with end-

users to provide timely and accurate information related to project status

updates. The assigned projects involved multiple disciplines within the IT

function. Developed all financial data to support the total project cost

estimates. Determined all hardware/software requirements by engaging

appropriate resources including UA departments and external vendors.

Recommended all deployment strategies. Defined product requirements.

Contributed to the knowledge database for the field service organization by

producing process documentation, technical procedures, and conducting

training on asset systems.

COCHLEAR AMERICAS, Centennial, Colorado (2010-2011)

Project Coordinator (6 Month Contract)

Fulfilled a critical role ensuring the successful planning and execution of

a variety of projects for the benefit of B2B and individual clients of the

world leader in advanced hearing solutions. Envisioned, developed, and

deployed enhancements to the effectiveness of a Tier II Technical Support

call center, delivering measurable improvements across all metrics.

Formulated and documented standard operating procedures designed to ensure

consistency throughout the client experience. Integrated Ulysses Service

Management software into existing workflows. Provided coaching

opportunities to facilitate improved call handling and increased customer

satisfaction ratings.

COMCAST BUSINESS SERVICES, Centennial, Colorado (2006-2010)

Technical Operations Supervisor (2007-2010)

Technical Support Representative - Tier II (2007-2007)

Technical Support Representative - Tier I (2006-2007)

As Technical Operations Supervisor, leveraged superior managerial expertise

and problem-solving skill to ensure the uninterrupted operation of voice

and data services for clients of this multibillion dollar provider of

entertainment, information and communications. Successfully provided

managerial oversight for multiple high visibility projects. Directed the

efforts of a voice/data technical support teams, including Tier 2

representatives, delegating tasks and ensuring that all reported issues

were addressed and resolved promptly. Seamlessly executed a broad and deep

variety of administrative and human resource responsibilities, including

attendance tracking, payroll processing, performance reviews, and career

development initiatives.

As Technical Support Representative, Tier II and Tier I, fulfilled a key

role ensuring the prompt resolution of advanced technical issues for

business accounts, addressing and quickly eliminating problems related to

network access, client configuration, VPN connectivity, email delivery, and

account settings. Recognized by management with responsibility for

executive level escalations, network escalations, division complaints, and

large account issues. Cultivated robust lines of communications with all

clients, elevating customer service and satisfaction ratings. Promptly

identified and recommended process and procedure enhancements designed to

boost effectiveness and productivity.

CERTAPRO PAINTERS, Englewood, Colorado (2004-2006)

Operations Manager

Spearheaded the effective management of daily operations of the residential

sales division of this leading painting franchise corporation. Leveraged

superior product knowledge and organizational skills to provide guidance

and motivation to team leaders, motivating all employees to outperform all

stated weekly and monthly budget objectives. Envisioned, developed, and

deployed quality control initiatives to drive revenue and boost business

development. Collaborated with management to define and focus weekly agenda

to match performance objectives.

MISSION PRODUCE, Denver, Colorado (2003-2004)

Regional Manager - Ripe Operations

Directed all aspects of the daily operation of six ripening distribution

centers and 330+ employees for this industry leader in quality, ripening,

food safety and innovation. Seamlessly performed a diverse array of

executive responsibilities, including budget control, P&L, staffing,

payroll processing, and inventory control. Successfully executed daily and

weekly workload planning and volume forecasting routines. Spearheaded the

effective monitoring of the company's internal supply distribution system,

collaborating with distribution center management to ensure success,

productivity, and effectiveness across all metrics. Provided managerial

oversight of all staff across multiple departments, ensuring strict

compliance with all corporate and regulatory standards of conduct and

safety.

CENDANT CORPORATION, Greenwood Village, Colorado (1999-2003)

Service Assurance Specialist - Americas Region (2002-2003)

Project Coordinator for Network Operations (Quantitude Network) (2001-2002)

Chronics Coordinator (Galileo International) (2000-2001)

Network Analyst (Galileo International) (1999-2000)

As Service Assurance Specialist, orchestrated the successful planning and

execution of all Cendant business units and projects related to CD Telecom.

Established a framework to support the definition and achievement of all

business requirements, including the production of documentation and

training materials, support documents, database records, and business

processes. Communicated status to executive management on a daily basis to

guide informed strategic business planning.

As Project Coordinator for Network Operations for Quantitude Network,

directed all primary aspects of the launch of the ATM Core Backbone for

Network Operations, including planning, testing, staff training, and

ongoing post-launch management. Collaborated with key members across

multiple departments to devise and deploy support documents, define

management policies, and formulate troubleshooting procedures. Quantitude

Network was a subsidiary of Galileo International, which was acquired by

Cendant Corporation.

As Chronics Coordinator, tasked with the prompt identification and

resolution of ongoing network connectivity issues. Diligently examined all

possible points of failure, maintaining open lines of communication with

clients, sales representatives, and account managers throughout the

process. Prepared and submitted a detailed summary of all connectivity

issues to management on a weekly basis. Galileo International was acquired

by Cendant Corporation.

As Network Analyst, leveraged superior technical expertise and problem-

solving skill to maintain consistent network connectivity for a key roster

of global travel industry clients, including United Airlines, travel

service providers, hotels, and auto reservation systems. Proactively

monitored a broad and deep array of communications equipment, technologies,

and information systems, leveraging the use of network management tools

that included HP Openview, Orbit, TSO, VTAM, Netmaster, Voyager,

Focalpoint, and CMS 400.

Education

DEVRY INSTITUTE OF TECHNOLOGY - SOUTHERN CALIFORNIA

Pomona, California

Bachelor of Science Degree in Telecommunications Management (Cum Laude)

Technical Proficiencies

Voice/Data Communication CCNA - Cisco Certified Network Optimization

LAN/WAN Technology MPLS - Cisco Certified Cost Analysis

Network Design Network Operating Systems TCP/IP

Project Management System Administration Remedy

Training and Recruitment Government Contracts SharePoint

Staff Coordination Policy Implementation CPR & AED certified

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