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Project Manager/Operation Manager

Casselberry, Florida, United States
August 23, 2018

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Project Manager/Operations Manager


Innovative, results-driven, and analytical executive, offering extensive experience in the information technology field encompassing system development, project management, and IT/computer system support. Expert at designing network structure and various standard applications and utilities; complemented with effectiveness in developing and executing strategic initiatives and providing innovative solutions to drive process improvement. Technically proficient with Microsoft Office Suite, Microsoft Project, and Windows operating system.


Vendor and Staff Management

End User Computing

Operating System Engineering/Deployment

Key Performance Indicator Administration

Rapid Conflict Resolution

Cross-functional Leadership and Development


Charter Communications – Orlando, FL, USA

Manager, Enterprise Technical Support 2018–Present

Administer the 24x7 spectrum enterprise technical support (ETS) center, while supervising the team in charge of responding to occurring internal and external issues.

Guarantee continuous improvement of inbound technical support, focusing on stated key performance indicator objectives, such as mean time to repair (MTTR) and first ticket resolution (FTR).

Atos – Lake Buena Vista, FL, USA

Situation Manager Network Incident Manager, The Walt Disney Company Account 2015–2018

Assumed accountability in coordinating engineer responses to complex network outages.

Managed incident resolution for critical systems and root cause analysis.

Supervised technical teams through incident, change, and problem management activities.

Conterra Ultra Broadband – Albuquerque, NM, USA

Network Engineer Operations Manager, West Region 2012–2015

Displayed technical skills in installing and repairing enterprise WAN and carrier backhaul networks.

Configured and troubleshot switches, routers, firewalls, and microwave radio equipment from Cisco, Ciena, Ceragon, NEC, Aviat, Nera, and ZyXel.

Directed a team of field engineers, accountable for all break/fix, upgrades, and installations for more than 1,100 network sites in nine states.

Alta Telecom – Albuquerque, NM, USA

Network Technician, Front Line Maintenance 2011–2013

Administered and maintained nine level 3 transport sites in the state of New Mexico.

Conducted site surveys throughout the central office, while developing network and facility diagrams, restructuring and replacing Nortel optical transport switches to Ciena 6500 series switches.

Robert Half Technology – Albuquerque, NM, USA

IT Systems Technician 2011–2012

Designed and settled ticket-related initiatives to all enterprise technology systems.

Utilized Service Now Ticketing System to create and dispatch tickets to customer locations for computer troubleshooting and hardware/software deployments.

The Kemtah Group – Albuquerque, NM, USA

Help Desk Technician 2011

Delivered first-line response to end user technology systems, while generating and addressing tickets through BMC Remedy Ticketing System.

Expertly troubleshot smartphone functionality for Blackberry devices, as well as the Windows 7, Red Hat Linux, and Mac operating systems.

ITT Systems Corporation – Camp Victory, Iraq

Inside/Outside Cable Plant Technician 2009–2011

Established cabling technician, in charge of installing, maintaining, and repairing copper and fiber optic cable, including CAT5/6, multimode, and single-mode fiber.

Developed, deployed, and tested network cable systems for the United States military members and coalition forces

Held responsibility in terminating fiber optic cable through SC and LC connectors, as well as copper cabling through modular jacks, RJ-45s, and 66/110 blocks.

Electronic Data Systems – Norfolk, VA, USA

IT Systems Technician 2008–2009

Joined US Navy vessels to the base fiber optic T-1 network through single and multimode fiber.

Capitalized on industry expertise in accomplishing the following:

-Provision of carrier circuits in Marconi ATM systems;

-Verification of end-to-end connectivity for classified and unclassified networks;

-Testing and troubleshooting of end-user cable drops; and

-Installation and removal of cable by dispatching vendors.

EMW, Inc. – Camp Speicher, Iraq

Outside Plant Technician 2008

Installed and repaired copper and fiber optic cable, tested network cable systems, and terminated fiber optic cable.

Earlier Position Held

United States Army – Various U.S. Locations

Enhanced Systems Operator/Maintainer Non-commissioned Officer 2002–2008


Bachelor of Science in Information Technology, Minor in Cisco Network Technology: 2017

Capella University – Minneapolis, MN


Project Management Professional (PMP) Cisco Certified Entry Networking Technician (CCENT)

Cisco Certified Network Associate Routing and Switching (CCNA R&S)

CompTIA Network+ CompTIA Security+

Certified Fiber Optic Specialist in Connectors/Splicing/Testing (CFOS C/S/T)

Certified Fiber Optic Technician (CFOT) Advanced Fiber Optic Technician (AFOT)

Certified Premises Cabling Technician (CPCT)

Certified Fiber to the Curb/Premises/Home Technician (CFxT)


Project Management Institute Central Florida Chapter

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