Customer Service Manager

George J. Lapka

***** ******* **, ***** **, *****, Tel: 402-***-****, Email: ******.*****@***.***

Professional Summary

Telecommunications Professional with strong leadership, technical, and analytical ability as an

Area Operations Manager at Verizon. Extensive experience managing network systems, project

management, leading process improvements, and increasing operating efficiencies. A

resourceful individual, that appropriately prioritizes and delegates tasks, while developing

employees through aggressive cross training programs, flexible scheduling, and resource sharing.

A detailed problem solver adept at multi-tasking who consistently achieves goals and objectives.

Experience providing exceptional customer service to external clients, customers, and internal

organizations including: Sales and Marketing, Engineering, Customer Service, and Technical

Support, to exceed customer expectations. Goal oriented with proven leadership in providing

guidance and implementing change through challenging periods including technology upgrades,

mergers, and acquisitions.

Areas of expertise include:

Project Management Total Quality Management (TQM)

Process Improvement (PI) Customer Focused Management (CFM)

Training, coaching, developing PC Skills: Microsoft Office, Project 2007

Facility Management Team Building

Employment

SES Solutions

Technology Planner (Part-time Contract) May 3, 2010 - Present

Perform analysis for technology upgrades, performing sponsor and stakeholder assessments,

identifying network vulnerabilities, risk assessment, and requirements for future enhancements

on voice and data services. Successfully participated in submitting RFP bid for city and county

project to review Web Data Security, Server Virtualization, Network Performance and

monitoring, and VOIP. Responsibilities included managing project activities and functioning as

the on-site liaison between SES and customer, vendors, and contractors.

Verizon

Area Manager – Omaha, NE Jan 2006 – Oct 2009

Managed day -to-day network operation with 7/24 on call standby coverage for a 3-state area

(Nebraska, Iowa and Kansas) including all terminal, fiber optic cable, and customer premise

equipment installation and maintenance activities. Integrated training and responsibilities for a

geographically dispersed work group across 3 cross functional areas. Achieved increased

efficiency, flexibility, and responsiveness while providing superior service with fewer resources.

Performed facility management at the Verizon Data Center and Network Junction

including site security, and environmental systems, with contractors and vendor services.

Improved operating efficiencies with 30% staff reductions over 3 years while maintaining

Network Performance at 99.999% availability and zero FCC reportable outages.

Page 2 – George Lapka resume

Partnered with Sales and Marketing groups negotiate installation intervals and to meet

Service Level Agreements on Government, National, and Major Accounts.

Territory Emergency Response Team Leader developing Business Continuity Plans for

risk management, exercise simulations, leading teams in emergency disaster recovery.

Ability to lead complex projects for new Telephony products, Internet services, and

systems security, such as LAN/WAN Nodes, Cisco Routers, servers, ACDs, and VOIP.

MCI

Manager Network Operations – Omaha, NE (1988-2006)

Directed installation and maintenance of customer voice and data services. Oversaw operating

activities for all Inside Plant, Outside Plant, and Customer Field Dispatch functions throughout

Nebraska, Iowa, and South Dakota.

Led 3 supervisors, 32 technicians, and administrative staff. Managed the trouble reporting

center for the 3-state area. Managed department budget, cost projections, expense reports,

and performance reports

Facilitated CFM and TQM teams to increase customer focus, document processes, and

improve procedures to maximize performance.

Switch Supervisor - Independence, MO

Senior Terminal Technician - Kansas City, MO

Terminal Technician II - Chicago IL

United States Air Force - Telecommunications Specialist and Attendant

Technical Training Instructor - Biloxi AFB Mississippi

Shift Supervisor - RAF Martlesham Heath, England, Autovon Tech Control

Telecommunications Specialist Andrews AFB, Maryland, Autodin Tech Control

.Accomplishments

Omaha Metro Fiber Project – Successfully managed an expedited installation and activation of

the first Verizon local access fiber ring in Omaha. Project required nodes at customer's primary

data center, secondary data center, and Verizon Operations Center.

Evaluated project scope; coordinated with Engineering, Provisioning, and Procurement.

Deployed multiple teams to perform site surveys, equipment installations, fiber splicing

activities, final equipment configuration, testing, and acceptance.

Education

Master of Arts in Management, Bellevue University - Bellevue NE

Bachelor of Science Technical Services, Bellevue University - Bellevue NE

Associate of Science Telecom Technology, Community College of the Air Force

Additional Training & Memberships

FEMA National Incident Management Systems Overview, ISO 100, ISO 200, ISO 700

On-Track Railroad Safety Training (RR, CSX, BNSF)

CIS 633 IT Project Management Training Bellevue University

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