PROFESSIONAL PROFILE

Experienced leader with **+ years of driven and dedicated experience in telecommunications, customer service, personnel management, and project management. Strong interpersonal skills with the ability to effectively communicate, develop, and supervise cross-functional teams in fast-paced environments. Strong business acumen with an outstanding history of delivering results through collaboration, teamwork, and innovative thinking. Recognized as a result-oriented individual with a proven track record in executing industry best practices while sustaining business goals.

CORE TECHNICAL STRENGTHS

Project Management Problem-Solving Employee Development and Relations Customer Service Champion Operational Effectiveness Leadership Training and Coaching Conflict Resolution Continuous Improvement Troubleshooting Mentoring and Team Building

Telephony Systems Expert Technical Planning Analyses System Assessments and Integration Cost and Risk Analyses System Conversion Quality Testing and Assurance Schematic Diagram Interpretation Fiber Optic System Design & Cable Installations Cat 5 System Design Fusion and Mechanical Splicing Terminations Microsoft (Word, Excel, PowerPoint)

PROFESSIONAL EXPERIENCE

Verizon, Alexandria, VA 1/2018 - Present

Local Manager-Network Operations, 1/2019 – Present

Supervise 19+ Field Technicians responsible for installing, repairing, and maintaining outside plant copper and fiber services to achieve organizational goals, resulting in improved performance and customer satisfaction.

Prepare and deliver senior level management analysis briefings.

Enforce business objectives to meet and maintain the technician’s productivity metrics by providing training and coaching to remove barriers with problem resolution to reduce installations and/or troubleshooting time.

Tracked job status by planning, rescheduling, and monitoring assignments to close out completed jobs.

Provide technical solutions to a wide range of difficult problems.

Conducted personnel evaluations and performance plans.

Developed and implemented a process to track and reduce missed and canceled appointments.

Designated the Emergency Preparedness Coordinator (EPC) to ensure building safety procedures and policies are enforced, reviewed, and updated as necessary.

Implemented safety and quality compliance to reduce occupational and motor vehicles by 100%.

Led and supported panel discussions for the company’s diversity and inclusion committees.

Recorded a company-wide voice-over training video for a fiber cleaning tool.

Fios Technician, 1/2018 - 1/2019

Responsible for installations, configuring, and troubleshooting technical equipment, setting up customers' internet, phone services, and providing support to answer questions and give them demonstrations.

Experience with diverse telephone and voice switching systems; including cooper and fiber systems.

Performed construction work using designated equipment to lay cables and conduit in the ground and unreel, pull, and string wire/cable on poles.

Diagnose and resolve Fios and telecommunications equipment problems.

Reviewed new and existing provisioning of telecommunications wiring and cable facilities to support voice and data requirements.

Regularly exceeded and maintained technician's hours per dispatch.

Reduced return to the customer’s residence or businesses after installation by 6%.

Independently responded to service calls and resolved complex problems.

Increased company revenue by successfully recommending system upgrades and sales for potential new Verizon customers.

Infinite Communications, Beltsville, MD 8/2017 - 1/2018

Operations Manager

Provided project management, leadership, and strategic direction for the Baltimore, Maryland, region.

Ensured compliance with local and federal regulations, accreditation standards, and corporate policies to drive effectiveness and consistency in operations.

Managed and oversaw all aspects of the operating and equipment budget.

Managed on-site inventory operations, implemented replenishment controls for equipment usage, and ensured the accuracy of all data on receiving equipment and system components.

Designed, developed, and implemented training across the area of operations for a field supervisor, the support administrative staff, 8 field technicians, and 3 subcontracting companies.

Launched the installation project and managed all aspects of field operations, including financial results, performance metrics, client relations, talent management, and quality control.

Assisted the supervisor to develop performance metrics to enhance the technicians' knowledge to meet the company and customer expectations.

Mastec, Inc., Fredricksburg, VA 10/2014 - 8/2017

Partnership Success Manager

Developed and maintained strong business relationships between the company and subcontractor partners. Managed both the internal and external customer-facing side of operations. Proactively identified the solutions to meet the company’s requirements and customer satisfaction.

Conduct progress reviews with the subcontractors’ management team to ensure timely completion of deliverables meet overall requirements.

Collaborated with the subcontracting management to enforce quality standards to meet 90% or higher of the performance metrics.

Manage the progression of invoices for each subcontractor.

Field Supervisor, 10/2014 - 10/2015

Led 20+ field technicians engaged in telecommunications and infrastructure projects. Coordinated and managed daily activities of the field team, to ensure the successful execution of installations within established timelines and quality standards.

Assigned tasks, provided technical guidance, and implemented safety protocols.

Collaborated with site managers, communicated with clients, and addressed technical issues as they arose.

Tracked sales, service, upgrades, and repairs of the satellite dish equipment with DIRECTV systems for residential and commercial properties.

PROFESSIONAL CERTIFICATIONS

Computing Technology Industry Association (CompTIA A+)

Certified Information Systems Security Professional (CISSP) - In progress

Project Management Professional (PMP) - In progress

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