Manager Service
Resume:
JEFFREY P. MATTHEWS
Princeton Junction, NJ ****0
*************@*****.***
www.linkedin.com/in/JeffPMatthews
SUMMARY
A Program Management Professional with a proven track record in launching and managing innovative service programs that have generated more than $19 million in recurring annual revenue. A highly effective organizer with a history of collaborating with cross functional teams to design a product that exceeds the customer’s expectations while increasing corporate profit margins. Delivers an elite level of leadership by combining clear, concise communication with excellent staff management skills.
Manage Multiple Projects
Central Office Management
Customer Service
Relationship Management
Contract Negotiations
Field Service Management
PROFESSIONAL EXPERIENCE
Coriant (formerly Tellabs), Princeton Junction, NJ
Senior Lead Program Manager 2001 to 2017
Manage Support Agreement programs for multiple Fortune 500 customers.
Asked to create a custom program of services that can be tailored to each customer’s specific network to enhance outage prevention, while saving on equipment maintenance costs. Collaborated with a diverse group of telecommunications professionals (Tech Support Engineers, Project Managers, Field Engineers, and Software Engineers) to design a program with an average 80% profit margin. Customers used this service as a best in class benchmark to compare other vendors’ services.
To ensure annual contract renewal quarterly meetings are conducted with the customer’s executive management team to report metrics, analyze trends, and emphasize program highlights.
A member of the negotiations team that conduct contract renewal deliberations with the customer.
The Sales team wanted to guarantee new Coriant equipment is steadily and safely integrated into the customer’s network. Coordinated with the customer and Development team to manage all hardware and software trials in a lab environment and on the customer’s live network equipment.
Program Manager 1999 to 2001
Managed an Engineering, Installation (EF&I), and Project Management program for AT&T Engineering.
AT&T asked for a “turnkey” service to manage all facets of the installation process at their central offices. Collaborated with a team of subject matter experts (Application Engineers, Project Managers, and Installation Supervisors) to launch a new Enhanced Service program for AT&T.
To ensure program deadlines are met regular updates were provided to the customer’s executive management on program metrics at AT&T Engineering office in Staten Island, NY. Consulted with AT&T corporate engineers and directed activities of 17 Remote Project Managers to solve all installation issues.
ADDITIONAL RELEVANT EXPERIENCE
Operations Manager, Technical Manager, Field Service Manager, Telecommunications Consultant
Directed the activities of Field Engineers who performed installation verification, system maintenance, and hardware/software upgrades on telecommunication equipment located in a central office environment.
Trained and evaluated Field Engineers in both the lab environment and on live network equipment.
Developed and wrote technical documents designed to ensure that engineers were in compliance with corporate policies and procedures.
Supervised activities of technical and support staff while managing a telecommunication Central Office.
Coordinated and led technical method of procedure (MOP) meetings with the customer management team to ensure all parties are in sync with the work to be completed before a project began.
Migrated circuits from legacy switching equipment onto the newly installed Nortel DMS 250 digital switch.
Jeffrey P. Matthews *************@*****.*** Page Two
MILITARY SERVICE
United States Air Force, Robbins AFB, GA and Osan AFB, ROK
Telecommunications Systems Control Specialist (Tech Control)
An Air Force “Tech Controller” with a Top Secret SCI clearance, who served in a military patch and test facility.
Designed, installed, and maintained various types of voice and data circuits within the military network.
Trouble-shot complex circuit problems over land line, satellite, and microwave facilities.
Developed and instructed formal training classes in several telecommunications disciplines.
EDUCATION
AAS. Telecommunications Engineering
Community College of the Air Force, Montgomery, AL
Business Management
Temple University, Philadelphia, PA
OTHER TRAINING
Management
Rutgers Institute of Management and Labor Relations, Management Development Program
Kepner-Tregoe (KT), Problem Solving & Decision Making
Franklin Covey, 7 Habits for all Managers
ESI International, Managing Projects in an Organization
Technical
Coriant (formerly Tellabs), Coriant 5500, Coriant 8600, Coriant 7100, Coriant NGX, Coriant Groove G30 DCI
Harris Corporation, Harris 20-20
Nortel, DMS 250 Operation and Translations
VOLUNTEER ACTIVITIES
Lightning Lacrosse Club, West Windsor, NJ 2004 to Present
Vice President of Lacrosse Operations / Thunderbolt Tournament Director / Coach
Member of the club’s Executive Board that managed the overall operation, budget, and purchasing. Lead a team of dedicated volunteers that planned and produced a premier lacrosse tournament.
Expanded a youth lacrosse club from 4 teams to 8 while improving the overall skill set of the players.
Launched the Little Laxer program for players from four to seven to teach the sport to younger children.
Developed a local tournament of 8 teams into a top tournament that now attracts 96 teams from 3 states.
Enhanced tournament cost-effectiveness to transform a net loss of $300 to a net profit of $25,000.
Currently volunteer as a Tournament Consultant on Thunderbolt weekend.
Directed the activities youth lacrosse players during repetitive lacrosse drills to improve their technique.
Created and implemented a schedule to solve the equal playing time issue for players at all skill levels.
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