Gerald A. Grayer

**** ******** **** **** *, Homewood, IL 60430

708-***-**** Cellular

acr23r@r.postjobfree.com

PROFESSIONAL SUMMARY

Management professional with experience in managing installation, maintenance and construction field technicians. Superior leadership skills in directing cross functional teams, both internal and external. Proven Project Management skills resulting in on time deliverables and exceeding customer expectations. Exceptional ability in building strong alliances with resource teams and customers. Excellent leadership, communication, organizational, and interpersonal skills.

• Leadership Management • Six Sigma Green Belt • Project Management • Experienced Mechanical Engineer • Operations Management • Quality Assurance • Site Safety Management • Installation / Maintenance Supervisor • Training Supervisor

PROFESSIONAL WORK EXPERIENCE

AT&T, Chicago, IL 1997 – 2014

Service Delivery and Assurance - Field Manager (2/11 – 11/14)

Led 14-18 field technicians in the installation and maintenance of high value telecommunications services

Lead manager for major service outages for aerial and underground cable recovery/replacement

Initiated continuous improvement strategies in order to increase productivity and/or lower costs

Drove ongoing safety initiatives as the site safety coordinator

Addressed field force scheduling conflicts and major service escalations

Implemented training plans and performance managed technicians on an ongoing basis

Strong liaison between Customers, Marketing, Engineering and External Affairs

Major Accomplishments: Led a successful field team that consistently met performance objectives and also earned a Regional Award for Customer Service in 2013. In the summer of 2014, during major storm outages, our group was able to maintain customer approval ratings of 89-91%. The achievement was the result of implementing a “field leader” approach which empowered the service technicians to continue to provide outstanding customer service at every visit.

Ethernet Access Network Support – Project Manager (5/10 – 2/11)

Project Lead in the installation of fiber fed Ethernet services in the Southern California footprint

Led contracted construction and internal field resources

Provided high level skill in the identification and resolution of complex Network service issues

Coordinated the efforts of the Network Engineering and Field workforce to overcome roadblocks

Worked to reduce the access cycle time and meeting on-time performance objectives

Productive liaison between Customers, Marketing, Engineering and the field workforces

Midwest Service Delivery Test Center - Manager (6/05 – 5/10)

Led 12-15 Telecommunications Specialists in the final test and turn-up of High Capacity lines

Initiated continuous process improvements within our internal organizations

Monitored and sustained the On-Time Performance objectives within our organization

Developed training plans and performance managed individuals on an ongoing basis

Implemented training plans and performance managed individuals on an ongoing basis

Major Accomplishments: Led a team that consistently exceeded performance objectives with 95-97% on time performance. The group averaged over 1100 High Capacity circuits provisioned per month. My team was often acknowledged by internal organizations and external stakeholders for superior customer service.

Gerald A. Grayer

PROFESSIONAL WORK EXPERIENCE

AT&T, Chicago, IL 1997 – 2014 (CONT.)

Network Project Manager (8/00 – 6/05)

Led Network Projects for new installation and infrastructure growth for major domestic wireless carriers

Coordinated and negotiated projects with the internal network service organizations

Managed ongoing projects and customer requests on a daily basis

Facilitated service expedites

Initiated process improvement projects and trained new Network Project Managers

Major Accomplishments: My individual 2001-2004 Project Revenue exceeded $10 million. Process lead on various continuous improvement teams. Acknowledged by internal and external accounts and earned numerous awards for performance excellence and customer service.

High Capacity Network Operations – Engineer (10/97 – 8/00)

Provisioned High Capacity backbone facilities using the latest network technology

Engineered work orders for High-Speed Data Networks for Carriers and large Fortune 500 companies

Managed ongoing projects and customer requests on a daily basis

ISO9002 certification coordinator and department trainer

Major Accomplishments: Maintained on time provisioning greater than 90%. Awarded and recognized as the ISO9002 coordinator for the Midwest group, received full certification on the first attempt. Developed and implemented Work-At-Home initiatives that were adopted throughout the company.

EDUCATION

University of Illinois at Urbana /Champaign - Bachelor of Science of Engineering, Mechanical Engineering

ACTIVITIES

AT&T Community Network – Chicago, IL - Member / Volunteer / Mentor

AT&T Aspire / JA Job Shadowing Program – Chicago, IL - Assistant Coordinator /Mentor

AT&T Pioneers South Council - Chatham Food Depository – Chicago, IL - Volunteer / Sorter / Server

Coached Basketball, Baseball and Softball – Chicago, IL - Volunteer

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