OBJECTIVE
To obtain a position that involves providing results-oriented leadership with progressive experience across diverse industries. Excel in strategic planning, process improvement, and project management with my proven ability to identify and capitalize on opportunities to drive revenues, streamline operations, optimize working capital, and slash operating expenses. Utilize my skills as a communicator with a reputation for forging strong business partnerships and motivating large cross-functional teams to succeed in achieving business goals.
AREAS OF EXPERTISE
Project Management ~ Process Development & Implementation ~Technical Support Delivery & Outsourcing ~ Customer Satisfaction & Retention ~ Strategic Planning Organizational Development ~ Cross-functional Leadership ~ Analytical & Conceptual Problem Solving ~ Change Management ~ Performance Improvement ~ Budgeting ~ Low Voltage Installations ~ Home Automation
TECHNICAL COMPETENCIES
Networking: Network Interface Cards (NICs) ~ PCs & Laptops ~ Bridges, Hubs, & Routers ~ Network Servers ~ LAN ~ WAN ~Wi-Fi ~ Fiber-optics ~ MS Office ~ Windows XP
Telecommunications/Electronics: Satellite installation and service ~ cable installation and service ~ telephone interface and home wiring ~ Custom Home Theater Installation ~Home appliances ~ electronic sales ~ Electrical line maintenance ~ Cable TV (CATV) restoration and disconnection service ~ low voltage wiring & installation CCTV, Security Alarm Systems (retina, fingerprint, keypad, access card, video, motion, fire, etc.), and commercial door access controls ~ Automatic Home Door Access Control, Fingerprint Analysis
PROFESSIONAL EDUCATION & TRAINING
1999, AT&T, Received Accreditations in NTSC
1996, Baltimore City Community College (BCCC), Baltimore, MD, 30 credits, Electronic Engineering degree
1996, BCCC, Received certificate in FIBER OPTICS and installation and design of CAT3, CAT5, & CAT6
1995, Perfect 10, Custom Home Theatre Installation & Design
SELECTED CAREER HIGHLIGHTS
MSI INCORPORATED, Technician, 2010
Restored customers’ electrical services at the service head and customers meter
Experienced with BGE's MDT computer software--performed approximately 18 to 25 jobs per day
Vitel Communications, Supervisor, 2007-2008
Selected to Fast track advancement for the position of Supervisor based on consistent contributions to organization’s customer service and technical support operations
Managed technicians contracted to install triple play service through Comcast
Performed service calls and quality control audits to ensure completion of work
AEROSAT INC., DIRECTV Satellite Installer, 2006-2007
Performed installation and service of DIRECTV satellite systems with customer satisfaction as the priority goal
Provided professional customer service for DIRECTV--consulted with new clients who required installation of custom Home Theater systems
C-Core, Supervisor, 2005-2006
Managed a team of 8 Comcast Digital Voice (CDV) installers in Montgomery County to help Comcast eliminate customer service problems as well as no call-no shows generated by previous contractors.
Decreased customer service problems by 80% within 14 of days
TCI Communications, Customer Retention Team Leader, 1997-2002
Improved previous techniques used in retaining customers by implementing an incentive based program that decreased customer turnover by 60%
Increased retrieval of cable equipment by improving the wages for retrieving the equipment—resulted in the technicians being more effective with equipment retrieval
Strong Arm Lumping Service, Project Manager, 1993-1996
Spearheaded the implementation of organized labor for 40 major trucking companies
Ensured the safety and accountability of more than 200 drivers who were contracted to deliver products to Giants food warehouses
STARLINE COMMUNICATION, Project Manager, 1999-present
Responsible for contract negotiations with DIRECTV, Metron North America, Digivision, Circuit City, Best Buy, Radio Shack, DSI, and Direcway
Performed technician recruitment and training
Balanced accounts receivable and accounts payable
Devised Inventory program to track equipment and system alerts when equipment required ordering
Routed job assignments and provided customer service from 8am-6pm Monday through Saturday
Created employee effectiveness tools by assisting in developing a web based system accessible to installers to help the technicians’ fast track job assignments; provided an interface to facilitate communication with customers
Created a "Process Continuity" position chartered to document critical path workflows and all client touch points "to" and "from" technical services
Performed emergency calls and assisted in resolving issues with dissatisfied customers by promptly responding to all service calls
Provided employment opportunities for the hearing and speech impaired and trained them to become satellite technicians
Provided 14 out-of-state technicians to the DIRECTV YES network to assist with installations in New York for six months
Dramatically improved operational effectiveness of the Technical Support Organization--assessed and realigned employee skills with appropriate tasks and functions
Recruited, trained, and developed 10 quality candidates for the installation of DIRECTV and Direcway systems
Optimized the reliability of customer satisfaction by supplying more than 140 experienced and reliable technicians
Eliminated client escalations by developing a customer call back system to ensure that installation was performed per DIRECTV/Direcway standards