Quality Assurance Control

Mitchell Carter

**** *** ***** ** ( Ayden, NC *8513 252-***-**** (

******************@*****.***

SUMMARY

Telecommunications/Operations Management Professional with extensive

experience working for Fortune 500 and international companies. Expertise

in managing large operation control centers including staffing, retention,

team building and compensation. Proven abilities in employee relations,

EEO/ Affirmative Action, and employee training/career development. Team-

oriented with strong relationship building, complex problem solving and

strategic planning skills. Core skills include:

Department Compensation Organizational Development

Leadership Development Department Strategic Planning

Tier/System Automation ATM/TDM/VoIP/VoATM, SS7/DSL

End-to-End Event Management

PROFESSIONAL EXPERIENCE

Sprint/embarq/nsn, Greenville, NC 2003-2009

Supervisor/Manager Network Operations Center

Managed all surveillance and maintenance operations of a TDM, VoATM, VoIP

and DSL network containing over 20,000 entities. Functional duties include,

but not limited to staff forecasting, compensation, performance reviews and

on-going development of more than 50 team members. Developed and

implemented an internal repository for policies and procedures including

control center network performance indices, detailed training plans.

. Established procedures in support of network performance for a

nationwide voice network serving over 10 million customers in fourteen

states resulting in contractual bonus payouts by exceeding customer

expectations 9 out 12 months.

. Attained and maintained a network availability of 99% or greater.

. Led a workload reduction project which successfully achieved a total

work load reduction of 52% within one year, exceeding the 35% target.

. Proactively established National Standard guidelines for trunk groups on

DCO, 5ESS, DMS10/100/200 and Circuit-to-Packet switches to allow for

prioritizing of E911 services.

. Identified and removed duplicate, non-essential and unnecessary alarming

which reduced discrete alarming by 89%.

. Integrated local and long distance switching and transport networks into

two control centers building on synergies within the network, established

processes, policies, procedures and streamlining full voice and transport

support. This integration created a virtual control center which provided

control center fail-over redundancy between New Century, KS and

Greenville, NC.

. Developed, implemented and utilized a quality assurance tool to establish

a control center standard goal and measure individual performance within

the control center. This increased efficiencies and improved quality of

work by over 35%.

. Independently designed new staffing schedule to improve personnel to work

load ratio to eliminate overtime. This formed the basis for a prototype

web-based work schedule.

. Proactively sought out improvements within the network alarming schema to

reduce over-all trouble ticket generation by over 50%.

. Served as first level of management contact/escalations, support and

provided on-call duties for a workforce of greater than 50 personnel.

. Recognized as a key department lead on end-to-end event management for

over 20 natural disasters such as ice-storms and hurricanes.

Mitchell Carter 252-***-****) PAGE 2

Sprint, Overland Park, KS 1998-2003

Technical Lead/Supervisor - ATM, ION and SS7 Network Operations Center

Supervised and managed all aspects of two different network operations

control centers; the first NOC being the Sprint ION (Integrated On-Demand

Network). This was a revolutionary service which provided VoATM or VoIP and

high-speed DSL services over twisted copper. The second NOC was the Sprint

Long Distance SS7 network.

. Began as a contractor in BSO, but converted to a permanent employee in

4 months.

. Promoted to lead technical specialist after one year.

. Established procedures in support of a tiered network organization

exceeding customer expectations by streamlining operational duties and

tasks.

. Recognized as a subject matter expert in ATM data to lead the

establishment of the Sprint ION network and department structures and

was promoted to a supervisor over the surveillance and maintenance

teams for the ION network.

. Submitted recommendations to National Standards engineers to develop and

implement company-wide guidelines for turning up ION customer services,

intra-departmental service level agreements and business processes which

reduced service turn-up errors and increased company productivity.

. Engaged second and third level support as needed to resolve complex ATM

virtual connection issues, emergency switch recovery and SS7 isolations

which achieved an annual network availability of 99.999%.

. Assisted in the integration of two regional centers into one virtual

control center to provide control center fail-over redundancy between

Overland Park, KS and Atlanta, GA.

. Assisted in the development and implementation of a quality assurance

tool to establish a standardized control center performance goal which

measured individual performance. This increased analyst's productivity by

reducing work errors and re-work activities.

ADDITIONAL RELEVANT EXPERIENCE

Highly flexible, skilled and self-motivated leader and team player.

Ability to adjust to any environment that best meets the needs of the

business.

Managed several organizational level projects to stream-line work flows,

intra-departmental engagement, work load reductions and establishment of

national standards.

EDUCATION

High School Graduate, East Central High, Hurley, MS

Primary Leadership Development Course, Ft. Lewis, WA

Technical Certification in Tactical Communications, Ft. Gordon, GA

PROFESSIONAL DEVELOPMENT

Completed numerous technical, personal development and leadership programs;

accumulating over 1000 hours of formal internal training with Sprint,

Embarq and Nokia Siemens Networks

TECHNICAL SKILLS

Word, Excel, PowerPoint, Basic Access, Outlook

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