RAYMOND L. WALTERS III

Atlanta, GA 951-***-**** ad4wrl@r.postjobfree.com LinkedIn

SENIOR MANAGER- NETWORK OPERATIONS

BUSINESS ANALYSIS WORKFORCE MANAGEMENT FIELD & CALL CENTER OPERATIONS Operational Proven data problem-level Engineering, in for the adaptability to agreements, organization, experience evaluate solving, leader IT and to complex and resolve productivity in with Agile including defining decision-an environments. drivers issues innovative the KPIs, making objectives, within and management, tracking factors capabilities pressure-mindset Distinguished and business deterring staffing leadership, and driven to proven identify and for operational goals. and strong team key fast-ability challenges Breadth performance stakeholders, ability paced success. to drive environments. to of and collaborate experience Known to solutions, strategic and highlight internal/for with in initiatives as excellent trends Telcom, well all external levels as and critical achieve and Construction clients. of drill get individuals thinking, down service- results. Noted on & PROFESSIONAL HIGHLIGHTS

• Leadership for 24/7 Network & Management: Dispatch & Brought Field Organizations major efforts across in effectively the West guiding & SE Contact Regions Center that supported and Field operations capacity planning, dispatching and installation & maintenance of more than one million orders annually, while overseeing 15 frontline manager teams and 100+ union-represented employees

• Enterprise Dispatch productivity Optimization Process metrics. Implemented Development: Center’s (DOC) The Developed WFM ‘Multi-clock Load and management Initiative’ led enterprise-and Statewide escalation wide initiatives Plan processes for the that Network and strengthened Field Field Operations the Operations team which resulted in immediate positive impacts to On Time Delivery productivity results.

• Business management reducing travel Process practices and Analysis: overtime. to identify Created Led key enterprise-issues, reporting gaps wide methodology and Business needs Process to for drive Center/Analysis improvement Field related organizations in to tech capacity productivity planning to determine while load returfing needs, improve work volume and field durations. Decreased overall dispatches by 15% by reducing repeat and dual dispatches.

• Workforce Service through Level optimization Management: Agreements of field (SLAs) Successfully resources’ in the Southwest accomplished deployment region. and goals Improved utilization. in Workforce Installations Management, Met Appointments including improving by 20%, PROFESSIONAL EXPERIENCE

Sr. Manager- Technical Process & Quality Special Services Operations Atlanta, GA 2013 – 2023

§ § § Direct Operations long-Serves support Workforce Project field monitor term and and as and and metrics center a load Operations supervise teams, Business Champion sponsorship. forecasting to operations ultimately execute Analysis the processes for capacity Directly quality strategies. initiatives and supervising Lead and metrics and and planning for efficiencies to indirectly process performing improve utilizing the and workload improvement to data influence performance data Data build modeling analytics management Analytics on Field long initiatives results. operations and term tools: on Center team of capacity Tableau, ~200 to and garner teams and hourly strategies. individual analytics SQL to necessary streamline Alteryx. technicians statistics for cross-the Review and and AT&functional impacting optimize driving T trends, Field

§ Network Work adequate relevant variations. Business cross-departments planning, functionally Operations resourcing, on with initiatives Analyst/Field and & necessary facilitating Center Manager– Operations to communication measure, Network Teams control Dispatch plans and and Center Leadership with respond team & Mobility to members, to planning ensure Operations success Leadership, deviations through and and Birmingham, AL / Atlanta, GA 2010 – 2013

• Directed Directly representatives accomplishing supervised dispatch the to operations needs 15 exceed managers; of Field MNDC for the Operation managed 24x7 high- Mobility Management capacity virtual National team data regional/of ticket Data more Center market assignment than (a MNDC) objectives. 100 union goals/for ~200 represented metrics cell technicians. while service also RAYMOND WALTERS III 951-***-**** ad4wrl@r.postjobfree.com

• • • Responsible current initiatives. Developed employees. Effectively Metrics (roles KPIs)executed Provided metrics for, on staffing, the the performance and the regular Operations disciplinary set analytics targets updates management team across as of on well asset and regulatory the as define renewals, positive and enterprise hiring metrics the recognition individual organizational of used to the key employees to stakeholders training, for monitor direct chart within responsible reports. and to and support gauge the BU department. leaders. Key effectiveness key Performance operations Review for

• Managed inclement duty weekend high weather assignments. crisis conditions service events and critical and represented service outages MNDC during leadership normal team business on a regional hours and level rotational during Network Field Operations Manager– Network Field Operations Los Angeles, Orange, CA 2004 – 2010

• • • Supervised Directed above Served related and management Managed footprint; internal management services, as to leadership team local critical this a and Single control efforts included field U-led employees Verse, service Point the abreast and and required daily directing IT DSL of employee outages operations of Contact operations EDUCATION and on ongoing to methods POTS install service for development (SPOC) teams service services. of high and involving resolution a in team across maintain AND revenue conditions. Management of to CREDENTIALS combining 30+ Southern increase efforts high-generating non-end to Systems management workforce California. work direct data customers measurements, capacity and report productivity. Trained Operation service team products, across (and 100+and Controls process Southern splicing keeping ) including non-management, management (technicians. MSOC) media California DS1 as and and it Bachelor of Arts in Communications, University of Nevada, Las Vegas – Las Vegas, NV Certifications

Achieving Agile-Software Technical Excellence Resiliency Six Data Business Sigma Project/in Foundations Project Green Engineering Analyst Program Management Belt Nanodegree, Nanodegree, Certification, Management, Bronze (AEPM) Certification, Udacity Udacity AT&Technology Certification, T AT&Track T AT&T