Project Manager Technical

KENNETH NORWOOD

Newnan, Georgia *****

404-***-**** ad5msa@r.postjobfree.com

TECHNICAL PROJECT MANAGER

Dynamic Technical Project Manager with more than 20 years industry and military telecommunications experience.

Demonstrated expertise planning and managing complex technical and IT projects for high-profile Fortune 100 customers including Bank of America, Home Depot, Best Buy, and SunTrust.

Proven experience improving operations including database and program design, new technology development, and process implementation.

Skilled knowledge of enterprise design, implementation, and installation of AT&T Ethernet products and services.

Strong Complex Service Subject Matter Expert skills as an ordering specialist resolving more than over 900 backlogged orders.

Solid military experience as a US Army Communications Manager maintaining secure operations and maintenance for International Communications Centers.

Software / Application Development Network Administration Technical Support Deployment / Migrations

Change Management Consulting Technical Writing Team Leadership / Motivation Process Improvement

Inventory Management Scheduling Ops Management Database Design / Maintenance Troubleshooting

Subject Matter Expert Enterprise Technology Ordering Specialist Communications Data Analysis

Telecommunication Networks Performance Management Process / System Optimization IT Operations

Client Relations Software Service / Support AT&T Ethernet Services Call Center

Object-Oriented Design / Programming Customer Service Project Management Technical Product Knowledge

Senior Technical Advisor supporting all Apple Products and Services

Transcom, Inc Atlanta, Georgia 10/2019 – 01/2024

Apple Campaign

Senior Technical Advisor

Served as Senior Technical Advisor in a supervisor capacity. Supported Apple Products and Services. Handled incoming support calls from customers requiring technical assistance with iPhone, iPad, iPod, Apple Watch, AirPods, AirPods Pro, AirPods Pro Max, iMac, Macbook Air, Macbook Pro, Office Suite, Accessibility Features. Supported Tier 1 Advisors with complex and customer satisfaction issues.

Achievements:

Consistently maintain excellent metrics for Customer Satisfaction, Call Handling Time, and meeting required call resolutions response time.

AT&T Atlanta, Georgia 5/2009 – 7/2018

World's largest telecommunications company.

Manager, Network Operations

Served as Project / Provisioning Manager of Ethernet services supporting projects for Bank of America, Home Depot, Best Buy, and SunTrust. Developed training program for the ordering specialists.

Achievements:

Developed application for remote field technicians to notify managers for test circuit dispatches. Reduced missed dispatch testing opportunities by 90%.

Reduced failure rate for BellSouth Long Distance Migration Project with technician complex circuit training. Lower failure rate from 70% to zero.

Addressed customer's network issues delaying automation project. Created manual work-around process for network configuration saving $400,000 redesign and maintaining project timeline and received “The AT&T Customer Rules Crystal Award”

Established project metrics to track Evening Tech Team migrations, technology hand-off, complex circuit issues, and out of service and after hour’s escalations. Implemented work request database to assemble request, create a common format, log work, source, start and stop times, and response status.

Streamlined technical work distribution enhancing communications, task assignments, and tracking local exchange new service installations. Lowered re-dispatch for incomplete work costing $350 per incident by 28% within one month.

AT&T Alpharetta, Georgia 2/1997 – 5/2009

Complex Order Engineer (SME)

Led multiple location teams and served as Subject Matter Expert for system and issue resolution.

Achievements:

Resolved billing backlog processing issues to recover $4 million in revenue.

Developed Instruction Manual and Training Course for Complex Ordering Specialist training for more than 200 contractors.

Additional Experience

Communications Manager, US Army

Drill Sergeant, US Army

Network Configurations and Design, AT&T

KENNETH NORWOOD Page 2 ad5msa@r.postjobfree.com

EDUCATION

Associate Degree in General Studies

University of Maryland, College Park, Maryland

PROFESSIONAL TRAINING

Advanced Non-Commissioned Officer Military Leadership Course

Drill Sergeant Academy

Technical Instructor/Writer Course

COMSEC Equipment Repair/Operations

Component Depot-Level Repair Technician

Network Configurations and Design Course

AFFILIATIONS

Backstreet Community Arts Board of Directors / Financial Officer, Newnan, Georgia

COMPUTER SKILLS

Microsoft Office 365, Microsoft Access, Tableau,

Workstation, Secure Communications Data and Radio Equipment

AT&T Service Ordering and Provisioning Systems

AWARDS AND RECOGNITION

AT&T Service Excellence Award

Annual Individual Support Bonus, ATT

Distinguished Service Medal

National Defense Service Medal

Joint Service Commendation Medal (2)

Army Commendation Medal (5)

Joint Service Achievement Medal

Army Achievement Medal (4)

Good Conduct Medal (5)

US Army Europe Sergeant Morales Club

USAE Non-Commissioned Officer of the Year

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