Kevin Easley **** Garland Lane, Columbia, MD *****

ac0zv9@r.postjobfree.com • Home 410-***-****

Recent Accomplishments

Selected to be part of pilot testing project for the Work Force Management System, software used in the Network Operations Dept. for 22 operators and 400 technicians in the Cable Industry

Received commendations a top application verifier. Chosen to oversee activities of 18 Urban Services Centers providing emergency fuel relief. Insured program compliance, including provision of extensive client service.

Met or exceeded all sales quotas, consistently ranked in top three out of eight sales consultants in department.

Technical Skills

PC hardware assembly and installation, fundamentals of networking, network configuration and administration, Linux system configuration and administration, desktop support.

Experience

Roto-Rooter 3/16 to Present

Dispatcher/Customer Service

Receive and prepare work orders, monitor jobs in progress.

Monitor jobs in progress, inform personnel about logistic problems or updates.

Handle questions or complaints from personnel and clients.

Records and maintains data related to the day's workload such as delivery confirmations, mechanical breakdowns, customer requests and all charges and expenses incurred.

Vitel Communication LLC

Dispatch Supervisor 2/15 to 3/16

Supervise priority of trouble calls received and insure that available personnel are assigned accordingly. Supervise monitoring of Work Force Management systems, i.e. quota, staffing requirements, response of appointment time frame compliance and routing. Responsibilities for keeping Sr. levels abreast of status monitoring outage and return path concerns supervise and monitor daily workload and technicians, installers and service personnel. Work with other departments as necessary to maintain an in-depth technical knowledge. Able to manage employees and situations in a supervisory capacity i.e. scheduling, resolving problems and conflicts, work related stress management, etc. while performing multiple tasks with emphasis on prioritizing daily assignments.

Fleet Manager

Responsible for selecting and maintaining vehicles in order to keep Installs and service on schedule and within its established budget. Register and license all vehicles and keep inspections up to date. Keep records to prove that the fleet company is in compliance with all state and federal regulations.

Use GPS trackers on the entire fleet to monitor where the vehicles are and drivers' habits.

Waste Management 10/12 to 2/15

Roll off/Commercial Router

Monitor personnel or equipment locations and utilization to coordinate schedules

Schedule service vehicles to appropriate locations, according to customer requests, specifications, or needs.

Oversee all communications within specifically assigned territories.

Relay work orders, messages, or information to or from work crews, supervisors, or field inspectors.

Confer with customers or supervising personnel to address questions, problems, or requests for service.

Prepare daily work and run schedules.

Receive or prepare work orders.

Determine types or amounts of equipment, vehicles, materials, or personnel required, according to work orders or specifications

Roto-Rooter 8/11 to 10/12

Dispatcher/Customer Service

Receive and prepare work orders, monitor jobs in progress.

Monitor jobs in progress, inform personnel about logistic problems or updates.

Handle questions or complaints from personnel and clients.

Records and maintains data related to the day's workload such as delivery confirmations, mechanical breakdowns, customer requests and all charges and expenses incurred.

Parker Pearce S.E 3/10 to 4/11

Dispatcher/Customer Service

Review any On Hold tickets to determine if they are ready to be dispatched

Review next day's unassigned tickets to create the most efficient routes

Call all first call customers to confirm appointments

Page next day’s first calls to the assigned technicians

Contact each first call customer on the day of the calls

Ensure technicians calling to initiate time stamping for travel, start, and completion

Contact next customers to confirm appointments and page calls to the assigned tech

Comcast Cable, White Marsh, Maryland 4/98 to 12/08

Network Operations Supervisor

Supervise priority of trouble calls received and insure that available personnel are assigned accordingly. Supervise monitoring of Work Force Management systems, i.e. quota, staffing requirements, response of appointment time frame compliance and routing. Responsibilities for keeping Sr. levels abreast of status monitoring outage and return path concerns supervise and monitor daily workload and technicians, installers and service personnel. Work with other departments as necessary to maintain an in-depth technical knowledge. Able to manage employees and situations in a supervisory capacity i.e. scheduling, resolving problems and conflicts, work related stress management, etc. while performing multiple tasks with emphasis on prioritizing daily assignments.

State of Maryland, Baltimore, Maryland 11/95 to 11/98

Tax Collector

Collection of Delinquent Business Taxes owed the State of Maryland, by performing the following task: process mail, make outgoing phone calls, receive incoming phone calls, research account history, obtain central registration application, request adjustment journals, request debit/credit memos

Cable TV Montgomery, Rockville, MD 10/88 to 1/95

Field Communication Supervisor

Responsible for overseeing daily work order processing for field personnel though two-way radio, telephone and Cable Data/Cable Master billing system. Oversee dispatch and work in progress operations. Maintain time frame appointments within F.C.C. guidelines for service and installation calls. Route and distribute work orders to technicians’ progress. Assist field personnel with installation guidelines and subscriber information. Assist in developing pre installation calls confirming appointments with customers. Interview, hire and train new employees on proper departmental procedures. Create program to chart employee's development. Provide employees with performance reviews based on their development

85% customer contact rate, resolved 80% of all installation problems same day.

Education

Forest Park H.S, Baltimore, Maryland 1971

H.S., Business Administration

Sojourner Douglas College, Baltimore, Maryland 1988

Certificate, Cable TV Technology

Completed course work in Cable Installation, which has significantly contributed to my expertise in Cable TV Technology.

Catonsville Community College, Catonsville, Maryland 1995

Certificate, Computerize Bookkeeping and Accounting

Major course of study and concentration in Bookkeeping and Accounting

American Career Institute, Columbia, Maryland 2011

PC & Network Design W/Security

Contact this candidate