Project Manager Maintenance
Resume:
William T. Riser, Jr.
Objective
Trinidad, CO 81082
*********@***.***
Retired and seeking full or part-time employment. Thirty Eight years experience in
communications including work as a technician, project manager, technical support, and supervisor
in field and center operations. Ability to learn all aspects of the business quickly and efficiently.
Vocational/technical training and telephone electronics background. Skilled at MS Office, including
Outlook, Word, Excel, Power Point and daily computer usage. Advanced skills in communicating
both verbally and in writing. Fifteen years experience in Technical Support/Supervision of center
and field operations, responsible for hardware, software support of proprietary network PCs,
modem configuration and Digi Portserver setup in the Qwest Littleton Air Pressure Center and 14
state region. Extensive experience managing up to 40 occupational employees in a union
environment.
Work Experience
Supervisor Network Operations
6/2007 – 5/2009 Qwest Corporation, Littleton, Colorado
Supervise center operations for Network Access Reliability Groups, made up of Switch
Access, Truck Access, Line Access and Network Element Security, in Qwest’s NROC 14-
state monitoring center. Responsibilities included hiring, firing, scheduling, coordination of
training, conflict resolution, and employee performance documentation and management in
a union environment.
Supervisor Network Operations
9/2005 – 6/2007 Qwest Corporation, Trinidad, Colorado
Supervised field operations for residential and business operations related to POTS telephone
service, DSL, HICAP and Air Pressure Network throughout Southern Colorado. Responsible
for hiring, firing, scheduling, coordination of training and conflict resolution. Managed a crew of
15 technicians in Trinidad, CO, Pueblo, CO and Colorado Springs, CO, with responsibility for
cities West to Alamosa, Monte Vista, Leadville and Salida, CO.
Lead Technical Support Engineer
10/2003 - 9/2005 Qwest Communications, Littleton, CO
Responsible for overall operations and planning for 14-state call center and 16-24
technicians. Final tier technical support to internal and external Qwest Corporation customers.
Perform all required System Administration responsibilities for 17 proprietary network PC
processors, printers and related web pages. Installation/ maintenance of
software/hardware/modems and Uninterrupted Power Service (UPS), lighting and ionization
units. Development and implementation of Disaster Recovery Plan, system backup media
and off-site storage procedures. Experience in Windows 95/98/ME/XP/VISTA and proprietary
software network environment. Use of MS Word/Excel/Power Point for documentation of all
projects and log entry of all work performed. Modem/call network trouble ticketing and
resolution, ordering and stocking of hardware, cabling, racking, media storage, data circuits
and equipment. Responsible for yearly vendor contracts and pricing agreements. Training
and technical support of center/field managers/technicians on all application software.
Management of center during absences of manager or during management transitions.
Responsibilities include daily scheduling, work assignments, hiring, firing and disciplinary
action in accordance with the current union contract, in a center with an employee base of 16-
20 technicians. Responsible for annual software/maintenance contracts, resolution of
company/vendor product problems, company standards and methods and procedures.
Continuously surpassed quarterly planning and yearly objectives. Promoted to this position in
October of 2003.
Senior Technical Support Engineer
9/2000 - 10/2003 QWEST COMMUNICATIONS, Littleton, Colorado
• Responsible for overall operations and planning for 14-state call center and 16-23
technicians. Final tier technical support to internal and external Qwest Corporation
customers. Perform all required System Administration responsibilities for 17 proprietary
network PC processors, printers and related web pages. Installation/ maintenance of
software /hardware/modems and Uninterrupted Power Service (UPS), lighting and
ionization units. Development and implementation of system backup media and off-site
storage procedures. Experience in Windows 95/98 and proprietary software network
environment. Use of MS Word/Excel/Power Point for documentation of all projects and log
entry of all work performed. Modem/call network trouble ticketing and resolution, ordering
and stocking of hardware, cabling, racking, media storage, data circuits and equipment.
Responsible for yearly vendor contracts and pricing agreements. Training and technical
support of center/field managers/technicians on all application software. Management of
center during absences of manager or during management transitions. Responsibilities
include daily scheduling, work assignments, hiring, firing and disciplinary action in
accordance with the current union contract, in a center with an employee base of 18-24
technicians. Responsible for annual software/maintenance contracts and resolution of
company/vendor product problems. Continuously surpassed quarterly planning and
objectives. Successfully presented application for Technical Career Plan (TEC-44) in June
of 2000.
Project Manager
8/1998 - 9/2000 US West Communications, Littleton, Colorado
Manage and document all aspects of several projects that are tactical or strategic in nature
and involve Proactive Repair. Ensure project is on schedule, is high quality, is within
determined budget, and meets the measures of success (MOS) and the high-level
achievements (HLA). Provide internal customer support and satisfaction as final tier technical
support. Projects include: Littleton Air Pressure Center (14-States), Phoenix PAF Project ($4.5
million budget for 1999), 289 14-State Initiative ($45.2 million budget for 1999), 14-State Air
Dryer Maintenance Contract with Mobile Tool International ($2.5 million/3 year contract).
Performs System Administrator duties for PressureMap including: computer hardware and
software maintenance, as well as Datakit trouble resolution. Developed initial requirements for
the Netscape Four-Star Alarms Page. Managed 7x24 center with 20-24 technicians,
responsible for 14-State alarm monitoring and data purification in the absence of 2 managers
over a 2 year period. Trained new manager in the use of system software and applications
and scheduling policies. Member of Y2K and Disaster Recovery Initiative for the certification
of all PressureMap Systems for the Littleton Air Pressure Center, including performing all
testing and providing required documentation. Private ownership and management of
residential rental property in Colorado and Louisiana. Included management, accounting and
maintenance related to multi and single-family residential units.
Service Assurance Technician
12/1994 - 8/1998 US West Communications, Littleton, CO
Monitor alarm system for assigned region. Responsibilities include: analyzation of alarms,
data input and ticketing. Manage workload for16 field technicians and provide technical
support of software/hardware and related applications. Produce and submit engineering work
orders, and answer heavy volume of phone calls. Follow up with technicians, or other
departmental employees, managers and vendors to ensure work is completed in a timely
manner. Member of the Correlation of Events team representing the NRC, NOCS Users
Group. Author of the Air Pressure Group's ACR methods and procedures. Appointed to 1997
President's Club. Private ownership and management of residential rental property in
Colorado and Louisiana. Included management, accounting and maintenance related to multi
and single-family residential units.
Network Technician
9/1991 - 12/1994 USWEST Communications, Denver, Colorado
Responsible for residential and small business installation and pro-active maintenance/repair
of underground, buried, and aerial copper cable systems. Responsible for completion of all
connections through voice over frame relay related to installation, maintenance and
disconnect orders. Reads and interprets engineering work prints and OSP (Outside Plant)
maps. Joins, repairs, and rearranges cable conductors in utility holes. Interface with other
departments, customers, business owners and outside vendors. Utilizes both the 965 test set
and lap-top computer for completing work assignments. Operates hydraulic aerial lifts,
ladders, heavy duty power equipment, and hand tools. Demonstrates experience of company
outside plant safety practices and associated documentation. Ability to work effectively with
others, providing training and technical assistance. Customer focused and willing to assume
responsibility and ownership. Private ownership and management of residential rental
property in Colorado and Louisiana. Included management, accounting and maintenance
related to 5 single-family residential units.
Service Technician
5/1981 - 12/1991 Bell South, Shreveport, Louisiana
Sales, installation and repair of coin and credit card pay phones, access lines for competing
vendors and records verification. Responsible for completion of all connections through voice
over frame relay related to installation, maintenance and disconnect orders. Interface with
other departments, business owners and vendors. In-charge responsibilities over I-R and
Coin-Collector technicians through a change of three supervisors. Responsible for locking and
shipping of coin containers, scheduling and workload distribution. Coordination of service
orders and repair load. Issued Plant Work Orders to contractor and inspection of contractor
work. Ordered keys from District Coin Center and ordered related materials for installation and
repair orders. Completed reports for District Office. Private ownership and management of
residential rental property in Louisiana. Included management, accounting and maintenance
related to 3 single-family residential units.
Installation-Repair Technician
8/1972 - 5/1981 South Central Bell, Shreveport, Louisiana
1981 Repair of residence and small business access lines and related equipment, including
noise mitigation in rural and metro areas. Responsible for monthly field sales objectives. Work
includes isolation and resolution of noise problems resulting in the placement of capacitors,
gas tubes and line isolators. Location and correction of bonding problems in underground,
buried and aerial plant. Responsible for completion of all connections through voice over
frame relay related to installation, maintenance and disconnect orders. Location and repair of
buried drop and isolated cable in rural communities. Repair of cable and open wire routes,
including line transfers and record verification.
Education
5/1970 Caddo-Bossier Vo-Tech, Shreveport, Louisiana
Vocational
Certificate in Electronics
Skills
Electronics, low voltage DC. General computers skills, including software loads and hardware
replacement. Lotus 123 Lotus Word Pro MS Excel MS Power Point MS Word
References available on request
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