Michael Wright

Director of Field Technical Operations, West Division - Comcast Spotlight

Castle Rock, CO 80109

ac2e9h@r.postjobfree.com - 303-***-****

• Technically focused education and extensive experience demonstrated through a proven career of internal promotions.

• Demonstrated self-starter with an effective combination of organizational, proven written and verbal communication skills, and exceptional time management skills. Detail-oriented and effective in both individual and team situations.

• Excellent technical documentation, problem solving, analytical and decision-making skills.

• Proficient computer skills including all Windows and Microsoft Office Applications - Access, Excel, Word, Outlook, Lotus Notes, PowerPoint, Internet, Intranet and Internal Applications for AT & T Wireless, Nextel, Sprint, and DIRECTV.

Willing to relocate: Anywhere

WORK EXPERIENCE

Director of Field Technical Operations, West Division Comcast Spotlight - Englewood, CO - 2016-07 - Present

• Responsible for leadership and direction for the Ad Sales Technical Operations function. Supports sales offices through strategic planning and implementation.

• Develops and implements processes and procedures. Provides technical and operational expertise to staff. Provides leadership and guidance to multiple teams.

• Plans, organizes, and oversees technical management and support staff.

• Oversees and directs the implementation of technical department projects such as: network modifications, additions, headend expansions, deployment of new software systems/technology, special projects, etc.

• Ensures the compilation of month end management reports related to inventory usage, performance of network verifications, and on-air quality.

• Functions as key technical/operational resource to management in technical planning and decision making.

• Troubleshoots complex technical operations situations.

• Develops strategies and implements hardware/software necessary for trafficking and related hardware platforms.

Assists in evaluating and implementing traffic software capable of supporting the Company's consolidated operation and channel lineup.

• Creates standards and procedures for commercial playback from contract input and spot encoding, to distribution of schedules and spot files.

• Defines and implements policies, procedures, technical documentation, and standards for projects.

• Develops and controls expense and capital budgets for the department.

• Hires, trains, and coaches staff members.

Sr. Project Program Manager

- 2015-07 - 2016-03

• Responsible for all total minute reduction initiatives for all technical call types and for identifying new opportunities to improve overall operational efficiency and effectiveness.

• Maintained responsibility for shaping the strategy and direction for the NET, and taking a leadership role in developing next generation tools and solutions whether agent or customer facing.

• Managed the project from initiation through delivery, while facilitating and collaborating with internal cross- functional teams and external vendors in order to ensure initiatives are on track and status updates were regularly provided.

• Utilized project management skills, tools, and techniques to manage the project's scope, quality, schedule, budget, resources, potential risks, key stakeholders, and program deliverables.

• Recommended and took action to direct the analysis and solutions or incurred issues throughout the project. Manager of National Escalation Team (NET)

DIRECTV/AT&T - 2009-08 - 2015-07

• Managed the technical escalations team to ensure the escalation process is consistent across all call centers and DIRECTV groups.

• Communicated large scale enterprise impacting issues and routed escalations to the proper group for timely resolution. Interfaces daily with Executive Management, Broadcast, Engineering, Advanced Services and Customer Care groups to facilitate real time communication, accurate transfer of pertinent data, ensure resolution, and mitigate claims.

• Formulated team roles, actively coached, mentored, and developed the team by setting and clearly communicating goals, using objective means to monitor the progress towards those goals, offering direct and timely feedback, and providing training, direction, and support as needed. Successfully redirected performance that fell short of expectations, confronted negative behaviors, drove accountability, built commitment and moral, and fostered a team atmosphere.

• Planned, organized, and effectively managed to maximize efficiency, high quality, and productivity. Prepared and supported subordinates affected by change by developing workable implementation plans, effectively communicating changes, building commitment, overcoming resistance, monitoring transitions, and evaluating results.

Technical Escalations Lead

DIRECTV/AT&T - 2008-08 - 2009-08

• Processed, evaluated, and tracked technical escalations to determine the potential impact to the business and the customer. Communicated enterprise impacting outages and issues to ensure the front-line personnel were properly informed & trained.

• Maintained database and tracking system to include key data elements required for escalation trend reports. Provided executive level reporting to quantify issues, trends, and resolutions.

• Assisted in identifying opportunities to implement processes improvements and streamline existing procedures.

Enterprise Service Compliance Specialist II

Sprint-Nextel - 2006-11 - 2008-08

• Assisted in the development of advanced policies, procedures and strategies to ensure the accessibility information systems and to defend against unauthorized access to systems and data.

• Conducted system security evaluations, audits, and reviews of planned and installed information systems projects to ensure adherence to technology security polices and business processes.

• Conducted logical investigation of apparent unauthorized access and security violations providing technical direction to resolve issues. Obtained data security requirements and assisted in the development of information system security administration tools and related documentation

• Maintained an awareness of current developments in the area of IT Security and information resources management, assimilating new functionality, technology, and processes among team. Operations Support Integration Manager

Sprint-Nextel - 2006-01 - 2006-11

• Provided support and represented Sprint Consumer Solutions Customer Service and Long Distance organizations by partnering with Information Technology to ensure at least 99.3% availability for Sprint Consumer Solutions applications.

• Responsible to the business for all Sprint Consumer Solutions CDMA/IDEN Applications. Served as application availability representative from the business to ensure proper weighting of applications against the availability measurement.

• Represented business interests for Customer Service, and Long Distance on Priority 1 and 2 Resource Process Management bridge calls. Partnered with IT and Network to analyze Priority 1 and 2 tickets for all Consumer Services platforms. Approved change management tickets that have possible Sprint Customer Solutions and Long Distance impacts, including negotiation of downtime and serving as an advisor to the Change Advisory Board

• Provided up-to-date communication for priority outages to contact centers and executives, provided issue resolution verification for issues escalated through Resource Process Management. Nextel National Sales Support Specialist

Sprint-Nextel - 2004-01 - 2006-01

• Provided support to the national sales functions related to dealer care and the activation process. Oversaw the development of communications channels established with national indirect dealer relationships and provided leadership in meeting escalated dealers' requests for product fulfillment strategies and technical support.

• Achieved and maintained measurement standards in regards to cycle time for order fulfillment processing including national sales objectives and goals.

• Reconciled discrepancies in monthly financial statements and distributed finished reports to appropriate internal contacts.

In Center Technician

Sprint-Nextel - 2003-01 - 2004-01

• Provided complex technical support to internal and external customer escalations. Responded to inquiries and concerns related to Nextel products/systems and resolved problems where possible.

• Responsible for customer care, account fulfillment, project management, activations, second-third level technical support troubleshooting. Communicated any critical areas of network concern, assisted in the quality review of trouble resolutions, and answered incoming calls from ACD systems.

• Acted as a liaison to Product and Program Support to identify, test, troubleshoot, and resolve issues related to new products and services.

Technical Support Technician

Sprint-Nextel - 2002-03 - 2003-01

• Responsible for maintaining the trouble reporting process for customer reported internal and external troubles, and identifying and resolving critical customer service affecting problems.

• Engaged in troubleshooting and providing resolution of customer problems, including identifying user errors, unit issues, RF anomalies and network related problems.

• Participated in market level personnel and customer care notification process on unscheduled and scheduled system outages. Resolved subscriber network troubles using trouble management software tools and performed first-line diagnostics on subscriber network trouble tickets. Technical Interface Resolution Representative

Orlando, FL - 1997-06 - 2002-03

• Assisted internal and external customers with advanced troubleshooting of system, equipment and feature related issues using a wide variety of systems and resources.

• Processed customer information updates, service repair orders, trouble tickets, ESN changes, entering data accurately to all information systems utilized.

• Assisted external customers with basic troubleshooting of system, equipment and feature related issues. Consistently obtained and/or exceeded daily, weekly, and monthly quotas. EDUCATION

Associate of Science in Electronics Engineering Technology ITT Technical Institute - Maitland, FL

1997-05

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