Technician Manager

Sean J Montgomery

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

Windsor Mill, MD 21244

Home 443-***-****

E-mail *********@*****.***

Work Experience Service:

Technician – Lead Technician

**** – December 2013 Verizon Ellicott City, MD

Responsibilities included the building and maintaining of the Verizon fiber network from the backbone to the customers premise. Evaluating customer telecommunication needs then recommended and implemented solutions to fulfill them. Duties included: the planning and execution of fiber optic and telephony installations, the maintenance and repairing of existing fiber optic and telephony equipment including fiber optic cable, set top boxes, optical network terminators, video access terminals, routers, splitters, CAT5 ethernet and coaxial cables. Coordinating pre- and post-testing with centralized testing facility, and the development of daily detailed work reports. Splice single mode fiber optics at various locations in the field. Laterally transferred to Verizon Core Company in 2010 located in Alexandria, VA.

Supervisor – Dispatch Resource Center

2008 – 2009 Verizon “Connected Solutions” Rosedale, MD

Supervise administrator - operation (AO's) and handle all personnel issues. Set performance goals for AO's. Provide ongoing coaching and support for AO's. Conduct formal mid-year and end of year performance appraisal/review. Assist field with workload issues. Coordinate AO's Payroll Process. Approve time and expense reporting. Participate in Quality Process. Provide on-the-job training to AO's by identifying individual and group training needs and ensure delivery of training. Conduct work area and ergonomic inspections with AO and document results. Resolve roadblocks for Local Managers and technicians so that they can deliver quality service efficiently. Interface with Area Managers, Local Managers, and technicians with the express purpose of resolving issues (i.e., quality of workmanship, property damage, billing, missed appointments, etc. Negotiate access and commitment requirements with customers. Coordinate the implementation of remedial corrective actions to ensure customer satisfaction. Create and distribute daily reports on productivity, efficiency and quality of service. Review Metrics and objectives with AO’s and discuss plans for improvement.

Local Manager – Installation and Maintenance

2007 – 2008 Verizon “Connected Solutions” Glendale, MD

Supervise a team of 14 plus non-exempt direct reports to achieve goals in accordance with established policies. Create practices that aid in the successful completion of projects within a product or functional area. Provide guidance and/or training to direct reports and assess their performance according to established policies based on productivity and workflow. Exercise judgment by selecting methods and techniques to obtain solutions within generally defined practices and policies. Acts as advisor and analyzes situations or data requiring evaluation and some interpretation, to resolve operational and/or technical problems. Implement management methods to coordinate activities and make recommendations on employee relations, performance, and rewards. Perform daily administrative functions including timesheet approvals and managing technicians in their work rules and routines. Maintain adherence to contract guidelines and grievances procedures to create a cohesive relationship with the union.

Administrator of Operations

2002 – 2007 Verizon “Connected Solutions” Rosedale, MD

Manage and organize technician’s workload to ensure efficient use of time, effective use of resources, and to reduce overtime and down time to meet and exceed customer’s expectations as well as company objectives. Operate job specific software including SOP-DOE, V Repair, WAFA, LMOS, SOAMS, Shoreline, and Sametime along with MS Office programs including Excel, Word and Power Point to perform administrative functions including processing, creating, and closing job orders. Serve as point of contact with other Verizon departments for job referrals, customer complaints, and commendations as well as processing complaints and commendations for appropriate action. Answer phone calls to reduce volume and hold time to achieve company objectives and to answer inquires and provide information and guidance to field supervisors, technicians, and management employees in different Verizon entities. Train new AO’s on daily responsibilities and functions.

Multi Media Service Technician – Lead Technician

1999 – 2002 Verizon “Connected Solutions” Burtonsville, MD

Evaluated customers’ telecommunications needs then recommended and implemented solutions to fulfill those needs. Duties included: the planning and execution of telephony installations, the maintenance and repairing of existing telephony equipment, coordinating pre- and post-testing with centralized testing facility, and the development of daily detailed work reports. Received the promotion to Lead Tech with added duties of technician training, inspection of other technician’s premise work and their daily detailed work reports and invoices. During the monthly regional management meetings I represented the technicians on the Frontline Committee.

Regional Manager – Technical Service Representative

1997 – 1999 A.P.B.I. Alexandria, VA

Increased company revenue, within the Washington – Baltimore region, by creating and maintaining a reliable and desirable product. Duties included: the gathering and analyzing of sales, service, and technical reports along with the planning and execution of marketing strategies. Supervise the new product line which included development, placement, and the upgrading of obsolete components, software, and hardware. Also supervised and trained technicians on daily responsibilities, install, maintenance, and upgrades.

Education

1989 – 1990 P.G. Community College Lanham, MD

Studies included Business Administration, Accounting, and Economics

1988 – 1989 Ohio State University Columbus, OH

Studies included Accounting and Mathematics

Awards and Certifications

Copper Based Network Cabling Certification – RBT Systems

Fiber Optics Network Cabling Certification – RBT Systems

Microsoft Windows 2000 and Operation System Essentials Certificate of Completion – ICI Systems

Supporting Microsoft Windows 2000 Professional and Server Certificate of Completion – ICI Systems

A+ Certificate of Completion – ICI Systems

Fiber Optics/FiOS Training – Verizon

Business Installation and Maintenance Certification – Verizon

Service Excellence and Signature Service Award – Verizon

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