Manager Management
Resume:
ODELL GROOMS
**** ****** *** #****, ******, TX **033 • 331-***-**** • ***********@*****.***
S ENIOR T RAINING M ANAGEMENT P ROFESSION AL
A ND
PROJECT MANAGEMENT • LEADERSHIP • PROCESS DEVELOPMENT • ROOT-CAUSE ANALYSIS
PROFILE
Over 13 years of experience in a managerial role.
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Extensive experience educating, training, and mentoring staff and management.
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Demonstrated ability to maintain discretion of sensitive and confidential records and produce
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a ccurate and timely reports.
Effectively performs in fast-paced environments with strict deadlines.
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Proven ability to collaborate within all organizational levels and across diverse cultures and
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d emographics.
Outstanding blend of organizational, prioritization, problem solving, analytical, and interpersonal
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s kills.
Excellent technical skills, with proficiencies in MS Office (Word, Excel, PowerPoint, Access, and
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P roject), Windows (all), and LINUX.
Selected Achievements
Reduced per project cost by an average of $10,000 by performing an effective cost analysis.
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Successfully reduced customer complaints by providing escalation services to confidently resolve
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s ervice related issues.
CAREER TRACK
AT&T, [Irving, Texas], 2000 to present
Senior Training Manager
(2012 – Present)
Deliver technical and customer care training courses for non-management and management DSL Tier 1 Support
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and U-verse Consumer Care personnel.
Organize, manage, and implement instructor Quick Access Portal.
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Evaluate trainee performance, initiate coaching and development and follow through in classroom and desk side
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environments, and conduct nesting sessions with new students.
MSOC Coach
(2008 – 2012)
Increased efficiency and productivity by developing time calculator tool for technicians.
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Developed and updated activity list summaries, activity details, and SIPOCs for associated maps.
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Coached managers in identifying root-cause of lost time issues and audited managers to ensure MSOC
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compliance.
Trained the trainers responsible for new process and equipment rollouts.
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Acted as SharePoint administrator, provided assistance on Engineer Service Measures, conducted process
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improvement initiatives, identified coaching opportunities with daily performance reports, and scheduled follow-
up meetings.
Performed quarterly sustainment reviews and reviewed VCBs to ensure accuracy and hosted MSOC review
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meetings.
Continued
Odell Grooms, page 2 of 2
Career Track, continued …
OSP Planner
(2006 – 2008)
Provided cost analysis that resulted in an average savings of $10,000 per project.
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Created equipment layouts, key maps, and circuit routing diagrams and facilitated the placement of copper plant,
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OSP fiber, and electronics.
Engineered and deployed Lifespan technology for DSL provisioning.
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Training and Delivery Manager
(2004 – 2006)
Resident floor coach; trained 350 full-time and contract employees to achieve organizational goals.
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Created training assessments, training outlines, and audio visual tools, developed testing and student progress
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tracking system.
Tracked process improvement and trained managers in order management, testing, and turn-up orders.
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Reported to president of network services on frame and ATM, private lines, and order management.
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Network Services Manager
(2002 – 2004)
Designed frame relay and ATM network routing solutions.
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Facilitated circuit level testing and turn-ups with local exchange carriers, and effectively reduced customer
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complaints by providing escalation services to confidently resolve service related issues.
Processed DSO’s, DS1’s DS3s, frame relay, ATM, IMA, ATM, and circuit orders.
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Digital Transport Engineer (DTE)
(2000 – 2002)
Responsible for central office and digital electronics equipment, designing digital transport equipment, and
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supporting the local loop and interoffice facilities within a given geographic area of responsibility.
Performed all project management duties of undertakings, including cost, scheduling, and other coordination.
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Collaborated with staff and clients both within and outside of the Design.
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E D U C AT I O N
Bachelor of Business Administration, American International University, 2012
Focus in Leadership
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GPA: 3.87/4.0
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A D D I T I O N A L I N F O R M AT I O N
Certifications and Training
Six Sigma Green Belt
Six Sigma Orange Belt
Management Systems and Operating Controls
LEAN training
Honors and Awards
Service Excellence Award, 2011
The Innovation Pipe (Revenue Generating Start it) Season 23 Award Winner
Numerous Military Achievements and Awards
Activities and Affiliations
First Sergeant, United States Army (retired)
Member, Employee Resource Group, AT&T Community Network
Technical Skills
MS Office Word, Excel, PowerPoint, Access, and Project
Windows (all)
LINUX
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