Project Manager Technician

The Confidential Resume of: Keith Luedtke

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

Evans, GA 30809

Cellular: 706-***-**** Email: abkd6b@r.postjobfree.com

EXPERIENCE:

Director of Technical Operations, Comcast Cable of Augusta (01/09 - 09/10)

Manage technical operations of Augusta, GA and several outlying systems in

GA and SC

Responsibilities include:

. Oversight of CAG, Dispatch, Installation, Service and Maintenance (158

employees)

. Guidance of staff personnel and teambuilding with focus on Manager and

Supervisor performance

. Manage system performance (e.g., forward and return node integrity,

outage and impairment repair, service call volume, POPs, CLI, etc.)

. Customer satisfaction and resolution of customer complaints

. Monthly System Performance Reporting

. Capital and Expense budgeting, ongoing expense management and forecasting

Accomplishments include:

. Highest Think Customer First scores (customer satisfaction) in country

YTD May (20% higher than average for company)

. First Director since launch of digital voice in Augusta to reduce the

repeat service call rate to single digits

. Increased installation completion percentage to highest percentage in

documented system history (typically 91% or better on a monthly basis)

. Consistently highest completed jobs per technician in Southern Division

. Reduced average time to repair from 42:37 hours prior to my hire to 6:04

(past three months average used as reference)

. Augusta often mentioned on TeamComcast (e.g., one of two systems in

country to hit 90% unitization of self provisioning tools, one of four

systems in country first to hit 90% unitization and 90% self provisioning

success, etc.)

. First system in Comcast to become 100% digital. Required installation of

well over 100,000 digital adapters and massive home visits.

. Successfully rolled out DOCSIS 3

. Augusta often asked to be initial system to roll out new services and

customer premise equipment due to ongoing success of team to execute

important initiatives (e.g., 3D TV, all digital platform, Extreme 105/110

internet service, multi-room DVRs and several other that cannot currently

be discussed)

Technical Operations Manager, Comcast Cable of Delmarva (08/02 - 12/08)

Manage technical operations of Kent County, DE and Caroline County, MD

Responsibilities include:

. Oversight of Construction, Installation, Service and Maintenance (63

employees)

. Manage system performance (e.g., forward and return node integrity,

outage and impairment repair, service call volume, POPs, CLI, etc.)

. Reduction of non-responding subscriber terminals, modems and eMTA's

. Staff safety and compliance with OHSA and other governmental regulations

. Administrative tasks, such as project and purchase authorizations, labor

and material coding, preparation of the weekly/monthly performance

reports and assigned aspects of capital budget preparation

Accomplishments include:

. First system in Delmarva to retrofit all power supplies with transponders

. First system in Delmarva to certify all nodes and launch digital voice

. First and only system in Delmarva to offer two-hour customer appointment

windows and appointments to 9:00PM. (Consistently lowest ATTI and ATTR in

Division)

. Consistently highest Completion Percentage in Eastern Division (typically

88% or better compared to Division average of 78.8%)

. Consistently highest completed jobs per technician in Eastern Division

. Consistently lowest late or missed appointment percentage in Division

(i.e., 3.28% in 2009 compared to Division average of 5.15%)

. First system in Delmarva to establish a nighttime maintenance team.

(Consistently lowest ATTR and best Market Health Scores in Delmarva)

. Completed a higher percentage of power supply inspections and end-of-line

tests YTD than any other system in Delmarva

. Served as Team Leader for the Road Crew 06/06 to 06/09. Road Crew stood

for "Repair, Optimize & Debug" and was the only in-house pilot within

Comcast.

. Reduced non-responding converters (from 12% to less than 3%)

. Reduced service call rate by 37%

Regional Project Manager (functioned as interim Director), Charter

Communications, National Region (11/01 - 04/02)

Managed multiple facets of technical operations of 40 systems

(approximately 662,000 subscribers, 350 headends and 28,000 miles of

plant).

Responsibilities include:

. Capital Budget preparation and management

. Scrutiny and approval of all capital purchases

. Review of monthly system performance statistics and variance explanations

with emphasis on providing guidance to Group Directors on meeting

performance goals

. Administrative tasks, such as approval of all channel changes/additions,

maintenance of FCC file, contract administration, etc.

Accomplishments include:

. Played a strategic role in the preparation of $218,000,000 plus Budget

(total of 40 system budgets)

. Streamlined monthly reporting of technical operations statistics for

Region

. Establishing new procedures for quarterly CLI ride-outs and FCC filings

for Region

. Assisted several systems in establishing preventive maintenance programs

that substantial reduced service call rates and repeats (e.g., Fulton, MO

realized a 75% reduction of repeats, Warrenton, MO realized a 89%

reduction of repeats)

Director of Technical Operations, Charter Communications, MO/AR (04/00 -

04/02)

Managed operations of 12 systems (approximately 190,000 subscribers, 85

headends and 7000 miles of plant)

Responsibilities include:

. Oversight of Construction, Dispatch, Installation, Service and

Warehousing (190 employees)

. Capital and Expense budgeting, ongoing expense management and forecasting

. Manage system performance (e.g., forward and return node integrity,

outage and impairment repair, service call volume, POPs, CLI, etc.)

. Negotiations with contractors to achieve installation, new-build and

rebuild construction within budgeted guidelines (many rebuild projects

completed)

Accomplishments include:

. Prepared and managed consecutive $70,000,000 plus Budgets

. Staved off attempts by the IBEW to unionize employees in two systems

. Integrated numerous recently acquired systems into a unified group

. Oversaw several successful ANI to Impulse conversions

. Established an in-house construction department

. Established five fiber restoration teams. Teams were equipped and

statically placed to provide complete fiber restoration (including pole

line hardware) across Missouri and Arkansas

Technical Manager, Mediacom LLC, Southeast Division (9/99 - 4/00)

Technical Supervisor, Time Warner Cable, Raleigh/Durham Division (3/98 -

9/99)

Service & Installation Supervisor, Time Warner Cable, Eastern Pennsylvania

Division (4/94 - 3/98)

Installation Supervisor, Time Warner Cable, Green Bay Division (1/90 -

4/94)

Area Technician, Time Warner Cable Green Bay Division (9/89 - 1/90)

Lead Technician, Warner Cable Communications Inc. (5/88 - 9/89)

Service Technician, Warner Cable Communications Inc. (7/84 - 5/88)

Installer, Warner Cable Communications Inc. (7/83 - 7/84)

Production Leader, Norton Safety Products (6/81 - 7/83)

Assembly line worker, Norton Safety Products (12/80 - 6/81)

Jet Engine Mechanic, USAF (7/77 - 12/80)

TRAINING:

2005 - Composition, Delaware Technical & Community College

2004 - Computer Network Engineering Technology (A.A.S. Degree Program) DTCC

- In progress

2004 - Algebra, Delaware Technical & Community College (refresher course)

2003 - Intermediate Excel, Delaware Technical & Community College

1999 - CATV Test & Measurements, NCTI

1997 - Fiber Optics Technician, NCTI

1997 - Digital Communications I and II, Time Warner National Training

Center

1995 - System Technician, NCTI

1995 - Headend & Earth Stations Systems Operation & Maintenance, Scientific

Atlanta Institute

1992 - Pole Safety & Rescue, GBTC

1991 - Management Skills Training, ATC National Training Center

1990 - Service Technician, ATC National Training Center

1990 - Pole-climbing Instructor Certification, ATC National Training Center

1990 - Lotus 1-2-3, FVTC

1990 - Alternating Current, FVTC

1988 - Service Technician Training, Warner Cable National Training Center

1983 - Direct Current, FVTC

1983 - CATV Training Program, Henkels & McCoy Inc.

1983 - CATV Installer course, NCTI

1978 - Jet Engine Mechanics, USAF

PRACTICAL KNOWLEDGE:

. Microsoft Office Suite (advanced knowledge of Excel)

. Bentley MicroStation Review (CAD)

. ATC & Warner CAD systems

. CableData DDP/SQL & CSG customer management & billing systems

. JDSU PathTrak return path monitoring system/spectrum analyzer

. Trilithic Viewer II return path monitoring system

. Watchtower node integrity monitoring system

. Market Health node integrity monitoring system

. Powersense power supply status monitoring system

. Title VII, ADEA & Equal Pay Act

. OSHA Regulations

. NEC codes including fire barrier penetrations

SPECIAL INTEREST:

. Actively support Golden Harvest Food Bank

. Received Patriot Award (Department of Defense Certificate of

Appreciation) 07/16/10

. Received Patriot Award (Department of Defense Certificate of

Appreciation) 07/11/08

. Actively supported Delaware USO - received commendation 12/28/07

. Received Governor's (MD) Volunteer Service Certificate 10/08/03

REFERENCES:

Provided at request

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