Experienced Operations/Service Manager and Telecom professional
Resume:
ROBERT SWEET
** ******’s Teal Drive
Bridgeville, DE 19933
SUMMARY
Experienced Operations/Service Manager and Telecommunications professional. Directly involved with clients, office /facility management, budgets, hiring, employee training and performance review of large staff. Team player with strong customer service, vendor relations, and interpersonal skills. Management expertise in all current services, products and technologies based on hands-on involvement throughout career including telephony, data, carrier services, and pc applications.
EXPERIENCE
US Government
Census Enumerator (5 months) & Health Information Survey (4 months)
Work directly with the Public as a Census Taker at all times of the day and evening.
Conducted interviews with residents in assigned areas by following stringent guidelines and confidentiality laws. Explained the purpose of the census interview, answered residents' questions, elicited information following a script, recorded census data on paper forms and via laptop, and maintained records for quality control verification.
Defuse difficult people situations in order to obtain information and complete my work.
Work with Real Estate and local government agencies to determine status of vacant homes.
Manage my area of responsibility by logging completions into binders and submitting paperwork to office in a timely manner.
Complied with accuracy standards while maintaining high production rates.
Maintained records of hours worked, units produced, miles driven, quality control results, and expenses incurred in the performance of duties.
Met periodically with supervisor to review work, and receive additional instructions.
Verizon Business
Telecommunications Provider
Implementation Manager (8 years)
Worked directly with clients & sales to achieve customer satisfaction regarding their business requests for local & LD voice service, frame relay, internet, and private line networks and applications.
Interface with various sales and technical/provisioning teams to coordinate multi-location installations for customers.
Provide activity reporting of all project milestones to management and clients.
Instrumental in creating Project Management course for employees and basic Telecom training for sales reps.
Ensure technical integrity of all interface/signaling and CPE requirements.
Familiar with Windows XP, Vista, Office, Excel, Word, PowerPoint, Access, and other internal business related systems.
Track multiple orders and escalate appropriately to ensure installation dates are achieved.
Clients managed included: IBM, Time Warner, National Football League, Acclaim Entertainment, Sleepy’s Bedding.
Provide cutover support for large and complex installations at all hours as required.
Technical Consultant (2 years)
Took lead on all technology issues relative to customers and prospects to drive and maintain revenue in support of the sales organization. I defined and recommended technology based solutions, marketing and sales strategies in conjunction with the sales teams to the satisfaction our customer’s requests.
Successfully project managed the deployment of a tri-state Fiber Optic Sonet Ring network for a major client Reuters.
Instrumental in the development of a new telecommunications collocation product that provided a solution to the request of MCI's largest Local Service client.
NORTEL Communications Systems, Inc., New York, NY
PBX and telecommunications provider
Supervisor, Operations Service Dept. (1 year)
Supervised a staff of 20 people that included service technicians, engineers and system design programmers to service our NYC clients. Hired and supervised subcontractors to perform similar work. $2.3 million budget. Reviewed and approved daily expenditures of staff, equipment, deliveries, bills and payroll. Conducted staff performance reviews. Heavy interface with clients and internal sales department.
Reduced backlog of customer service orders.
Increased responsiveness to customer requests for service, installations, and upgrades of their telephone systems.
Developed and improved service staff through cross training on products.
Provided necessary tools to staff to improve productivity and customer service.
Designated as project manager to plan and oversee activities in major mid-town Manhattan hotels (Saint Regis, Helmsley, Omni Berkshire, Parker Merridian, NY Palace, Pierre).
Coordinate moves, adds, changes, and system expansions to client base of more than 150 PBX customers.
DOW JONES & COMPANY,
Publisher & Information Provider
Manager, Telecom/Operations/Service Dept. (3.5years)
Managed a staff of 48 people that included managers, service technicians, call center personnel, and support staff to service our NYC clients, Internal computer room and Telephone needs. $3 million budget. Reviewed and approved daily expenditures, bills and payroll. Hired employees and conducted staff performance reviews. Managed staff scheduling and office security. Heavy interface with Facilities, Purchasing, Installations, Technical training, Data/Voice Communications and Sales departments.
Expeditiously completed network and customer equipment installations and upgrades.
Implemented and managed contingency back-up computer and news service facility.
Successfully combined two service staffs (as a result of merger) into one functional unit.
Cross-trained staff on entire product line.
Increased productivity of unit from 1300 to 2000 jobs per month.
Reduced by half the response time to customer requests for service.
Kept expenses within budget and reduced overtime.
Automated parts warehouse and inventory control. Relocated office to new facility, improving productivity, security, and safety.
Supervisor, Field Services (4 years)
Supervised and coached 20 field service technicians and office support staff to effectively satisfy our customers' service needs. Authorized office expenses and payroll. Conducted staff performance reviews. Maintained office facility. Administered the computer room, Newswire Service back up facility and the telephone systems serving two locations. Coordinated training of staff
Introduced personal computers to the office.
Automated billing by developing computerized forms for clerks to use on their personal computers.
Developed computerized statistical forms that automated tracking of staff and departmental productivity.
Upgraded telephone system which improved department efficiency and response to customer needs.
Reduced monthly telephone costs and enhanced the department's data and telephone circuit capabilities by replacing analog circuits with digital fiber circuits.
Developed and motivated staff to expand abilities and improved units productivity.
Senior Technician (5 years)
Involved in all aspects of customer service, including coordination, installation, maintenance and repair of computers, networks and peripheral equipment at customer locations and within the company.
Provided technical support and served as technical product training instructor for the NY Metro Region.
Administrated data circuits and telephone systems in three offices.
Developed and provided technical documentation.
Field Technician (12 years)
Installed, maintained and repaired various electronic equipment at customer sites. Analyzed, diagnosed and resolved equipment failures expeditiously and saved several valued customer accounts.
Formulated and drafted test procedures on new products. Provided technical support.
Ordered parts, kept records and conducted inventories.
Reeves Instrument Corporation An electronics defense corporation
Electronics Technician (4 years)
Inspected and tested radar and tracking device subassemblies, guidance systems and Lunar Excursion Module. Installed electronic components on circuit boards, tested and documented results.
AFFILIATIONS
Computer Club Co-Chairman. Developed Web Page content for computer club in my community. Planned and coordinated community seminars. Provide computer assistance / service to community. Golf tournament Chairman. Ambassador for community land developer. Knights of Columbus. Enjoy and participate: Biking, Bowling, Golf, Puzzles, Reading, Football and Baseball.
Military: 6 years National Guard, 6 months Active Duty.
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