LORI MORAN

[pic]**** Stutz Court ? Tucker, GA *0084

Phone: 727-***-**** ? acatcq@r.postjobfree.com

SUMMARY OF QUALIFICATIONS - FIELD OPERATIONS MANAGER

. Dynamic, highly accomplished professional with progressive

experience in voice and data communications, networking, VOIP,

CCTV, customer relations, personnel development, performance

evaluations, quality control, cost analysis, program management,

report generation and technical support.

. Trained and hired over 25 technicians including daily

supervision of 15 staff members.

. Strategic thinker with proven ability to articulate solutions to

complex problems.

. Oversaw $1M in corporate assets while managing 10,000 customers

in 5 states.

. Provided exceptional technical support to resolve issues for end

users.

. Managed 24 On Call technicians in 11 states.

. Directed and supervised contract employees for various labor

intensive projects including underground cable replacements and

new installations.

. Built new CATV system for Atlanta Children's Hospitals.

. Successfully completed 8 week leadership courses resulting in

improved employee retention.

. Coordinated and launched 45 new multi-service telecommunications

system installations.

. Achieved lowest Trouble Call percentage in company history,

effectively reducing troubles from 5% per 100 customers to .5%

for 3 consecutive years.

. Trained 30+ technicians in troubleshooting and maintenance

procedures.

. Technical proficiencies include Microsoft Word, Microsoft Excel

BI Tool HyperTerminal, FSM, Volt Ohm Meter, TDR, Spectrum

Analyzer and Fiber Tester.

. Received Technical Achievement Award for outstanding effort in

quality, responsiveness, teamwork and service by implementing

procedures to facilitate upgrades for over 2000 digital

receivers. Chosen 1st out of 5 candidates.

EMPLOYMENT HISTORY

2007-2012 Field Ops Supervisor/Manager, Shentel Telecommunications,

Edinburg, VA

. Directed, hired and trained technicians in CATV, voice and

data communications.

. Provided technical guidelines in troubleshooting and solving

network issues.

. Handled customer and support requests to ensure timely

resolution of issues.

. Administered performance reviews, evaluations and

performance ratings and prepared summaries and reports.

. Trained personnel in process changes, system implementations

and policy updates.

. Managed and produced detailed documentation on preventive

maintenance.

. Achieved lowest trouble call percentage in company history.

. Ensured accurate recordkeeping for corporate assets.

. Maintained knowledge on industry trends and technologies.

. Monitored all resource requirements and tracked it

efficiently.

2004-2007 Field Supervisor, Clear Tech Pools, St. Petersburg, FL

. Directed and trained personnel in operational procedures of

chemical balancing, pump and filter maintenance and safety

protocols for commercial pool systems.

. Handled performance appraisals and evaluations.

. Supervised personnel and administered performance and

profitability objectives.

.

2002-2004 Market Manager, Apartment Media Works, Alpharetta, GA

. Provided detailed cost analysis and project management for a

private cable and broadband service provider.

. Ensured timely completion of assignments in fast growing

market segment.

. Handled market research and data analysis to effectively

assess clients' needs.

. Performed technical analysis and queue management.

. Reviewed key business metrics to identify profitable growth

opportunities.

. Trained personnel in operational procedures in maintenance

and safety standards.

EDUCATION BACKGROUND

Gwinnett Technical Institute, Lawrenceville, GA (1995)

Thornton Community College, South Holland, IL (1983)

RETS Electronics, Livonia, MI (1981)

REFERENCES Available upon request

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