Customer Service Manager

Randal G. Ray

** ***** ****

Cabot, AR *****

Cell: 501-***-****

******.***@**********.***

EDUCATION: Master of Science in Information Technology Management, Trident

University, Cypress, CA, April 2009

Bachelor of Science in Computer Networking - Advanced

Networking, Regis University, Denver, CO, November 2007

Associate in Applied Science in Electronic Systems Technology,

Community College of the Air Force, Montgomery, AL, January 2001

PROFESSIONAL EXPERIENCE

Manager, Network Operations, Windstream Data Network Operations, Little

Rock, Arkansas

February 2012 - Present

Supervisory responsibility for 43 direct report Network Analysts and

Contract Employees providing Operational Control, Provisioning, and Test

& Turn-Up support for Windstream Broadband services backbone equipment

including DSLAMs and aggregators. Interface directly with Executive,

Engineering, Field Operations and other internal groups. Monitor and

report on individual and group performance and coach employee and team

performance based analysis of metrics data.

. Single handedly drove growth of inherited team of 13 to 43 employees

within 6-months. Expansion supports increased order projections tied

to revenue generation and network latency.

. Transformed internal training processes halving training time from 8-

months to 4-months.

. Coordinated with business processes and internal teams to revamp

telecommunications device installs. Eliminated 21 days and two local

operations truck rolls required to activate service.

. Performed manpower study to identify any existing mismatches between

staffing levels, call volume, and outage start times. Drafted plan to

realign Data Center workforce; achieved reductions in call answer

delay and ticket response times.

. Authored policies to define network outage escalation, new employee

onboarding, telephone system use, and incident management procedures

for 24/7/365 support organization. Set and standardized expectations

and behaviors across three shifts to provide customer organizations a

uniform response.

. Initiated both team and employee one-on-one sessions to drive employee

engagement. Inspired trust, identified underlying issues and gained

buy-in support for moving Team to a dynamic workforce willing to raise

issues and lean forward on outage resolution efforts.

Communications Operations Manager, Little Rock Air Force Base,

Jacksonville, Arkansas, United States Air Force

July 2009 - September 2011

Responsible for leading a diverse group of 120 personnel across nine

production work centers to provide first-class data and voice network

support to 6,400 customers. Activities included customer call center,

network infrastructure, data services, telephone system operations,

information management and records keeping, meteorological equipment, air

traffic control, and airfield landing systems with a total value of $92

million.

. Project manager for operations and management of local email, file,

and web services transfer to corporate central office. Migrated 6,400

customers and 8,000 network devices into new enterprise construct.

Leveraged Remedy Action Request System to monitor and identify

pitfalls.

. Spearheaded $200,000 Internet Protocol Television broadcast project.

Project delivered on time and within budget. Provided matched service

and reduced annual expenditures by $60,000.

. Managed local service desk operations transfer to regional office.

Maintained existing customer service levels and saved 778 personnel

hours per year.

. Implemented technical training program and monitored milestone

achievement. 85 personnel attained CompTIA network certification in 4

months.

Communications Interoperability Manager, Elmendorf Air Force Base,

Anchorage, Alaska, United States Air Force

July 2006 - July 2009

Responsible for direct communications support of 125 personnel, $1.3

million in equipment and coordination of interoperability plans across 35

locations within the state of Alaska. Leveraged secure

telecommunications resources as required by the National Security Agency.

Monitored acquisition and utilization of radio equipment by federal,

state, and municipalities' first responders to maintain information flow

during natural disasters.

. Obtain corporate buy-in for $1.2 million robust contingency

communications package. Small footprint provided mobile service

bundle to support up to 50 personnel. Support for facility loss or

increased need at locations in response to events such as aircraft

crashes or tsunami events.

. Collaborated recovery efforts with FEMA representatives and

telecommunications service providers in wake of floods and mudslides.

Event resulted in 66% loss of state terrestrial telecommunications.

Early staging and pursuit of safety clearance minimized downtime.

. Developed communications team objectives for eight disaster response

exercises. Kept 10,000 participants connected across 32 locations

using fiber optic, satellite, and radio networks.

. Administered operations support for $3.8 million communications

system. System was a mix of leased satellite and line of sight radio

trunks to extend data and voice access to 600 personnel. Service

enabled remote road construction crew to meet contract and safety

objectives while exceeding customer expectations.

Network Operations and Security Center Manager, Peterson Air Force Base,

Colorado Springs, Colorado, United States Air Force

July 2003 - July 2006

Managed 174 personnel in five specialized production centers is support

of the $100 million enterprise network. Provided IT services spanning 36

locations and supporting 45,000 customers. Ensured technical training

and certification program produced enterprise support technicians.

. Consolidated two Helpdesk support contracts. Elimination of

redundancy saved $1.5 million.

. Developed plan for service center team consolidation project. Used

trouble ticket metrics from Remedy Action Request System to identify

task and time based workload factors. Consolidation of activities

reduced annual labor requirements by 8,000 hours and budget by

$409,000 while maintaining preexisting customer service levels.

. Developed and distributed standardized computer security response

procedures to 36 locations. Streamlined guidance provided repeatable

processes to mitigate computer security incidents.

. Supervised facility continuity of operations plan development and

testing. Devised plan for recoverable off-site operations with no

reduction in network management services.

ADDITIONAL TRAINING

. ITIL Foundation Course, November 2013

. Emergency Response Operation Course, September, 2009

. COMPTia Security + Course, October, 2008

. FEMA - Introduction to Incident Command System, March, 2008

. FEMA - National Incident Management System Introduction, March, 2008

. FEMA - National Response Plan Introduction, March, 2008

. Ethics Training Course, November, 2007

. Senior Leadership and Management Diversity Course, November, 2007

. Cisco Certified Network Apprentice Course, June, 2002

. COMPTia Network + Course, June, 2002

. Mid-Tier Leadership and Management Course, April, 2002

. Customer Care Course, August, 1998

. Personnel Management Seminar, November, 1997

. Records Management Course, March, 1997

. Leadership and Management Course, July 1992

. Basic Telecommunications Training, May 1989

CERTIFICATIONS

. CompTIA Network +

. ITIL Foundation

Familiar with the following software products:

. Microsoft Office (MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS-Visio)

. Metasolv and Remedy

Contact this candidate