Manager Technical Support
Resume:
Christopher Craig Chew
San Ramon California 94582
Purpose : To find a management position in a company to end my career with . I have spent most of my career in the telecommunications industry but am open to any management position within your company.
Education: Bishop O’Dowd High School graduated 1970 University of San Francisco graduated 1974 with a BA in Public Administration University of San Francisco graduated MBA in Business Operations and Project Management
Employment History
July 1974 – November 1980 – Pacific Bell
Business Office Supervisor – Managed 18 service representatives in a residential business office that took care of billing and orders for residential customers. Duties include handling customer complaints and inquiries for residential service. Took care of billing disputes and negotiated late payments and restoration of service. Took care of training the service representatives in administrative issues such as attendance and quality of service to the customers
November 1980 – December 1985 – Compath
Installation Manager – Managed 19 technicians out in the field. We installed Rohm telephone systems and other PBX systems. Designing each system and backbone jobs to make sure the estimate to the customer was realistic. Trained the technicians in Rohm technology. Qualified each job and made sure the installation made company and Rohm standards and the customer’s wishes. Took care of all administrative functions including qualities attendance and other administrative duties. Audited each job for quality and reconciliation of each installation.
December 1985 – June 1990 – Northern Telecom
Installation Manager – Managed 21 technicians out in the field with the San Francisco Region. Installed large installations of Northern Telecom PBX systems including projects like the Federal Reserve Bank in San Francisco and Kaiser Hospital in Berkeley California. Designed and backboned each job and made sure the jobs came in under budget and complete per company standards and customer’s wishes. Trained technicians on Northern Telecom standards. Took care of all of the administrative functions including quality of work attendance and other administrative duties Audited jobs for quality and reconciliation of each installation.
June 1990 – June 1995 – United Technologies Communications
Installation and Operations Manager – Managed 3 supervisors and 45 technicians for the San Francisco Region office. Took care of two installation crews and one Moves and Changes crew . We installed PBX telephone systems and small telephone communications systems for businesses in Northern California. Designed and backboned each job and made sure the jobs came in under budget and complete per company standards and customer’s wishes. Trained technicians on United Technology standards. Took care of all administrative functions including personnel and quality of work and attendance standards. Audited all jobs for quality and reconciliation of each installation and addition.
June 1995 – June 2001 Pacific Bell
Central Office Supervisor – Supervised 18-20 technicians in 10 different central offices in San Francisco. Responsible for the Frames and Switch from 1995-1996 at SNFC 01 and 21 central offices Then in 1196 thru 2004 took responsibility of the NTEC in the outlying offices in San Francisco Ca. SNC 04, 05, 06, 12,13, 14,17,54,64 and Colma 01. Was responsible for scheduling force balancing, payroll, and attendance during my tenure. The NTEC involved all the transport elements within the central offices .It also includes the fiber and CLEC equipment in each office. Responsible for all MOP (methods of procedure) and vendor meetings. Developed training programs for hybrid training of COMTECHs for both switch and NTEC technicians. Was the safety manager and ERIC manager for the SNFC LFO.
June 2001-June 2004 – AT & T
IT Engineering – Implementation Engineer – Responsible for engineering DSL installation of equipment in different central offices from Sunnyvale California to Big Sur, California. Worked with vendors to insure that the jobs were completed and done under budget. Duties include ordering the equipment, putting out the bid so that the vendors can bid on each installation. Choose the proper vendor for the job whether a DSL system or an ATM and then oversee them installing the equipment in the central office. Being a former central office supervisor I was able to make sure the vendors were installing the equipment properly in the central offices. Working with the maintenance engineers and vendor managers we would then check for quality and reliability and then audit the inventory and close the budget of each job. Every job was expected to be completed under budget and turned up on time without any deviations.
June 2004-August 2007 – AT & T
Installation and Repair Manager – Manager one evening crew in San Francisco of 15 technicians with POT and DSL repair. Transferred to Berkeley California in December 2004 and manage 24 technicians in the Berkeley California yard. Was responsible for all installation and repair and cable crews in the Berkeley yard including POTS, High Caps DSL and cable maintenance including cable failures. Took care of payroll attendance and all other personnel matters. Handled all customer escalations in the Berkeley/ Richmond region.
August 2007 – January 2015 – AT & T
Tier 2 Tech Support Manager - Supervised 18 tier 2 technical support staff agents. We offered technical support for DSL and Uverse services to customers and interdepartmental teams. We were the escalation department for missed LFO appointments for installation and maintenance. We offered technical support to customers when the Tier 1 team could not address the customer’s issues. I handled attendance, payroll scheduling, and customer escalations. I was BET trained as well as CRM and Call Tracker trained in MSOC and Accelerated Service Promise Performance. I was the safety manager for the department and I completed the yearly Compliance safety review as well as took care of Fire Drills and Safety investigations.
January 2015 – Present AT&T
IPGNAC Manager – Currently supervise over 23 Uverse IPGNAC Technical Support agents. We offer technical support for customers and interdepartmental technical support for Uverse at AT&T Internet Services. We also act as the escalation department for missed LFO appointments with DSL in installations and maintenance. Our main function is to correct incorrect orders in Uverse and change the provisioning assignment to ones that will work. This requires researching the customer’s area looking for available assignments. I handle attendance, payroll, scheduling and customer escalations. I am BERT trained as well as CRM and call tracker Trained in MSOC and Accelerated Service Promise Performance . I was the safety manager for the department and I took care of the fire drills, accident investigations and yearly compliance safety review for the district.
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