Service Manager

Richard Guard

**** ******* ******* **. *********, CA 92509

Phone: 909-***-**** - Email: *************@*****.***

Telecommunications Management Professional

Innovative and performance-driven management professional with 31 years of hands-on telecommunications

experience and comprehensive knowledge of creating and implementing strategic plans to advance technology to

support operational strategic plans to ensure quality product and service delivery. Proven success in developing,

managing and integrating advanced technology to support operational strategies and proven ability to merge

technology platforms to structure a highly functional performance-oriented operations and engineering organization.

Contract negotiations - Strategic objective execution - Process improvement - Excellent motivation skills - Affective

leader - Budget development - Staff training/development - Consistently meet goals

Value Offered

• Effectively lead and manage complex projects involving reengineering process, network operations, network coordination and change

management to improve overall performance and operational efficiencies and achieve optimal results.

• Expert in developing tactical plans, network strategies and management systems and executing business-specific telecommunications solutions

to meet corporate and client demands..

• Proficient at negotiating vendor contracts and service maintenance agreements that identify cost-savings opportunities and conducting diverse

cost/benefits analysis.

• Well-developed listening and communications skills. Establish and build sound business relationships with clients, executive personnel, process

team, managers, peers and employees to instill teamwork and create productive teams.

Core Expertise

• Ethernet: 10/100/GigE, 40 and 100G, VoIP, TCP/IP, ATM, Frame Relay

• DWDM 2.5G, 10G, 40G and 100G

• SONET & SDH: OC3, OC12, OC48, OC192, STM1, STM4, STM16, STM64, STM256

• TDM: DS0/DS1/DS3

• Fiber optics: OTDR, Power Meter, Chromatic Dispersion, Polarization Mode Dispersion (PMD), Fusion Splice (

• Transport Router, DCS & Switch Equipment: Cisco 3550, 3400, 3600, 7606, 7609, ASR9000, 15600, 15454, 15327, 15310.

Alcatel/Lucent, DWDM, WSM 1830 DWDM, 1630 & 1631 DCS / DMX Explorer

• Testing: Advanced Signaling Capabilities for PCM Systems, GSM for voice and TRAU, Converged, VoiP, EtherSAM

• Test Equipment: EXFO FTB-1, 200 & 400, JDSU (Acterna/T-BERT) MTS-8000, 2310, 310, 5000,SunSet OSX

• Power: rectifier, battery maintenance, generator, AC power and DC power

• Applications: NetCracker (RSI), MDSi, Google Earth Pro, MapInfo, OSPInsight, PeopleSoft 9.0

• Fiber optic network design, network deployment and troubleshooting skills.

Work History

Director of Operations - Layer1 Communications – Los Angeles

11/2013 to Present

• Developed business strategy for high rise building management and network infrastructure throughout Los Angeles, Orange County

and Inland Empire.

• Partnered with property commercial management teams and building tenants to identify service delivery challenges for

telecommunications services.

• Managed team of OSP/ISP plant engineers, equipment engineers and network technician responsible for design and deployment of

telecom services from building MPOE to customer prem.

• Forecasted and managed capital budget for all network expansion projects.

City Operations Director - tw telecom - Los Angeles, CA

08/2006 to 11/2013

• Built strategic alliances with corporate and local sales teams that resulted in increased monthly new recurring revenue by $100K+ MRR.

• Partnered with Sr. Management team to defined strategy and business plan for network expansion using strategic assets to extend the overall

reach of the fiber optic network in Los Angeles and surrounding areas.

• Managed capital funding requests of up to $5M from project approval to project closeout.

• Participated in development of incentive performance plan which motivated staff and resulted in improved MTTR, Network reliability and

decreased installation intervals.

• Surpassed revenue goals in 12 consecutive quarters.

• Developed and rolled out new policies.

Network Operations Manager - Looking Glass Networks Inc. – Los Angeles, CA

04/2001 to 08/2006

• Trained, coached and mentored staff to ensure smooth adoption of new programs.

• Worked directly with sales, offer management, engineering departments and existing and proposed customers to achieve desired

solutions.

• Developed and rolled out new policies.

• Consistently exceeded 99% of installation deadlines and requirements for all production work orders.

• Hired and trained staff on corporate policies and procedures.

Director of Operations - XO Communications – Santa Ana, CA

08/1996 to 04/2001

• Directed a team of 4 area managers and 50 network technicians and engineers.

• Managed capital funding requests of up to $50 thousand from project approval to project closeout.

• Established project control procedures such as project forecasts and cash flow projections.

• Reduced overtime by 11% through creative scheduling, improved process and enhanced training of field technician team.

• Established operational objectives and work plans and delegated assignments to subordinate managers.

Operations Manager - ICG Communications – Irvine, CA

10/1989 to 08/1996

• Accountable for Operations department including network maintenance, service deliver and overall customer satisfaction.

• Managed team of 4 managers and 50 technicians.

• Strengthened company's business by leading implementation of fiber optic network deployment.

• Directed strategic initiatives to achieve improved operational reporting tools for department metrics for maintenance, service delivery

and customer satisfaction.

Mobile Radio Technician - Action Communications - Upland CA

12/1986 to 10/1989

• Maintained mobile radios and mountain to repeaters to support first responders, and commercial enterprise customers.

• Installed base stations, mobile radios and cell phones.

• Diagnosed and troubleshot mobile radios and repeater problems and applied solutions to improve equipment performance or resolve

service impairments.

• On call technician.

Tactical Satellite & Microwave System Operator & Nuclear, Biological and Chemical NCO - US Army – Ft. Hood, TX

11/1983 to 11/1986

• Installed maintained and operated microwave radio in tactical environment.

• Communicated urgent orders and directions effectively to team of 5 personnel.

• Surveyed and analyzed terrain to determine optimum equipment placement and use.

• Tracked personnel and NBC supplies within the company.

Contact this candidate