Richard Ceballos

**** ****** **** ********

Pflugerville, Texas 78660

813-***-****

ac694u@r.postjobfree.com

https://www.linkedin.com/in/richardceballos/

Senior Technician / Crisis Management

Innovative professional with over 20 years of Technical Management experience primarily in the telecommunications industry. Expertise in program management. Certified Scrum Master.

A Gemba Manager with proven skills in data analysis, organization, collaboration, presentation, troubleshooting, and continuous improvement. Vehement in establishing and maintaining a team-based work atmosphere to meet and exceed corporate KPIs with the goal of customer delight.

Selected Responsibilities and Accomplishments

Managed all facets of company functions including recruitment, hiring and training of staff, budgeting, scheduling work and activities, establishing policies and procedures, procurement of equipment and supplies, performance evaluations, client services, and motivation of employees.

Collaborated with Human Resources to review and select candidates for a newly created team. Provided interviewing training for departmental associates to improve their individual personnel skills and to create a cohesive workforce with focus.

Selected to become a SME of a new meter purchased by a Texas utility company for its consumers. Created and established the standard operating procedures for the new system and programmed the handheld devices with all the technical details required for a successful incorporation.

Assigned to manage a newly purchased CoA application which consolidates a number of applications. Upon implementation, the application caused lock up issues in multiple company call centers. Organized a conference call bridge with the application developers and all locations experiencing problems. The developers identified the and were able to stop the application roll out until the code could be rewritten. All centers came up to normal speed within 15 minutes of the incident.

Brought consistency to the Department through regular audits of work orders created by center associates. Work orders were inspected for accuracy and detail. Coached the individual associates on their performance and provided opportunities for improvement.

Orchestrated all aspects of the American Heart Walk fundraising event at the Frontier Circuit Coordination Center. Recommended multiple raffles which along with volunteer contributed gift baskets, bake sales. and a rummage sale- it netted over $4800 for the American Heart Association.

Created a PowerPoint presentation for a 3 Director panel on a new ISOP Targeted Advertising Promotion for approval, implementation and/or rejection. Statistical information was gathered for a 9-month period on planning, research, and forecasting. As Lead Presenter I ensured the team members who participated in the multiple stage event were prepared. The presentation went smoothly, but unfortunately the promotion never went forward.

Conducted a Root Cause Analysis and strategic plan on how to relocate a data center damaged after a climatic event. Redundancy and backup systems had failed. After several days of rewiring, rerouting, and creating new systems, connectivity was restored. This Fastest Path to Recovery procedure is now a company standard operating procedure. As a result of this successful endeavor, I have been tasked at leading multiple Root Cause Analysis interventions on a regular basis to determine the point of failure in a system and have gained valuable experience. The main culprit has most often been the result of one keystroke- blank space or fat finger of a letter or number.

Enhanced customer satisfaction by establishing a chat system in the Maintenance Center Office. Engineers with specialized knowledge could be contacted (even remotely) to prevent problem escalations. This communication tool proved less intrusive to the daily workings of the MCO and yielded faster problem resolutions.

At age 16 I was earning my private pilot’s license. During my first solo flight I proceeded to take off and circle the airport. Just as I was coming in for my landing I noticed a commercial jet plane was taking off. I proceeded to land in the turbulent back draft of the commercial jet, getting knocked around by the exhaust currents but landing safely. My instructor ran to the plane and said "if I could land in a back draft like that I was destined to be a skilled pilot."

Presented process improvement topics to departmental staff on a weekly basis. Delivered instructions on Lean and Six Sigma techniques that have yielded significant productivity improvements over the past 3 years.

Experience

Verizon Communications, Inc. 5/2017-11/2017

Dispatch II

Pyramid Consulting 2/2017-4/2017

Contractor - Dispatch II

Frontier Communications

4/2016-11/2016

IT Supervisor - Circuit Coordination Center Supervisor

Verizon Communications Inc. 5/2000-4/2016

IT Supervisor – Network Engineer & Operations

IT Crisis Manager/Program Manager

Supervisor of Network Solutions

Education/Professional Training

B.S., Management, University of Phoenix

2012

Undergraduate Studies, University of Texas at Austin

1982 – 1986

REFERENCES

Mike Brennan 813-***-****

Mark Ceballos 512-***-****

Javier Aguilera 512-***-****

Additional coursework in Time Management, Safety, Team Building, Sales, Customer Service, Diversity, Sexual Harassment, Motivation, Leadership, Presentations, Labor Relations, Conflict Resolution, Six Sigma and Certified Scrum Master (CSM). Experience with Microsoft Office Applications. Bilingual (English and Spanish). Experience using Kronos and ADP applications.

ABLE TO TRAVEL AND/OR RELOCATE

Contact this candidate