MICHAEL R. HARRIS

*** **** **** *********, ***** Carolina 29072

803-***-**** add4pu@r.postjobfree.com LinkedInMichael Harris/ Professional LeaderM:803-***-****

SUMMARY

An adaptable and results-driven Learning and Development Leader, with extensive experience in business systems, facilitation, networking, switches and routers, PCs, tablets, learning management systems, reporting, team-building, and coaching. Utilizes strong analytical and communication skills to foster collaboration between departments. Possesses solid technical knowledge, providing sound decisions to solve complex challenges. A forward-thinking leader, who creates a strong team environment that delivers impactful results.

TECHNICAL SKILLS

Microsoft Office Suite, iOS, Android, Oracle Field Service Cloud, ADP, Camtasia, iMovie, Field Maps, Project Management

EXPERIENCE

WINDSTREAM COMMUNICATIONS, Lexington, South Carolina

Senior Trainer, Technical, 2015-2020

Facilitated classes and expense management, using Infor Expense Management for travel expenses. Developed course objectives and agendas. Coached direct reports, inventory control, community relations, and performance reviews, as well as home and business networking. Instructed technicians on how to utilize systems, as well as mobile, PC, tablets, and applications used for customer account information. Provided professional customer service training. Provided instruction on Viavi test sets and meters, including HST-3000, ONX-580, ONX-580P, MP60A, FFL-050 visual fault locator, FI60 live fiber identifier, and fiber scopes. Oversaw inventory management and logistics for training laboratory tools, equipment, and material inventory.

Received 97% manager satisfaction rating from direct report survey.

Provided career guidance and information-gathering.

Impacted career growth of more than five individuals who moved into engineering, local management, or L&D roles.

Local Manager, Operations, 2014-2015

Monitored training division and served as lead contact with learning and development department. Facilitated monthly tailgate and safety classes for direct reports. Performed monthly one-on-one discussions with direct reports. Directed quality assurance inspections and monthly ride-along for performance evaluations to verify installations and repair were within telecommunications standards set by USDA. Coached direct reports and provided trust-building for team. Oversaw inventory and tool management, reporting, community engagement, and net promoter score monitoring.

Monitored network performance and provided customer services.

Led five markets from 2014 to 2015, including Inman, Kershaw, St. Matthews, Lexington, and Charleston, South Carolina.

Changed culture in each market to foster empowerment and decision-making.

Reported zero workers’ compensation cases.

Customer Service Technician, 2006-2014

Oversaw customer service technician installation, maintenance, and repair of residential services, including home networking. Installed fiber to premise services. Managed small-business installation, maintenance, repair of services and telephone equipment, as well as business networking. Directed small sales and generated sales leads. Facilitated user classes for customer with eight phones or less. Worked with special services, including T1, T3, and fiber for tower services FTTT services. Served as go-to VoIP technician in local market.

Developed as only large system PBX installer in local market.

Initiated cultural change in local market.

Served as lead technical for turning up 10 gig pipe for data service at Sprint.

Performed six installations of VoIP systems from March through first of May in 2014.

COMPORIUM, Gilbert, South Carolina

Business Technician, 2006-2006

Oversaw installations, maintenance, repair, home and business networking, and expense management. Managed business installation, maintenance, and repair of services, including business networking. Served as lead technician for installation of T1 and special services, using ADTRAN equipment. Instructed end-user training for phone system installations. Oversaw installation, maintenance, and repair of Valcom paging systems.

Identified as primary technician for T-1-related services.

Mentored less-experienced technicians.

NuVox Communications, Columbia, South Carolina

Business Technician, 2002-2006

Oversaw installations, maintenance, repair, home and business networking, and expense management. Managed business installation, maintenance, and repair of services, including business networking. Served as Central Office technician for installation of T1 and special services equipment. Testing duties with internal departments and external customers. Instructed end-user training for installed services.

Identified as primary technician for T-1-related services.

Mentored less-experienced technicians.

NuVox Communications, Columbia, South Carolina

Alltel Communications, Lexington/Columbia, South Carolina

Customer Service Technician, 1998-2002

Oversaw customer service technician installation, maintenance, and repair of residential services, including home networking. Installed fiber to premise services. Managed business installation, maintenance, repair of services and telephone equipment, as well as business networking. Directed small sales and generated sales leads. Facilitated user classes for customer with eight phones or less. Worked with special services, including T1 and T3.

Developed as only large system PBX installer in local market.

Served as lead technician for turning up higher profile customers.

KEY COMMUNICATIONS INC., Columbia, South Carolina

Business Technician, 1995-1998

Oversaw installations, maintenance, and repair of business systems. Managed business installation, maintenance, and repair of services, including business networking hardware. Served as lead technician for moves, adds, changes, and disconnects. Instructed end-user training for small key systems. Oversaw installation, maintenance, and repair of Valcom paging systems. Performed installation of voice and network cabling systems throughout North Carolina, South Carolina, Georgia, and Florida. Performed installations for Siemens Rolm PBX switch, as well as removal of PBX after cutover to new system.

Served as project manager for voice and network cabling of American Red Cross distribution centers in Southeast.

Became the youngest MACD technician in company history.

Mentored less-experienced technicians.

Worked more than 52 hours straight three times while performing cutover and testing duties at three hospitals (Prisma Health Tuomey Hospital in Sumter, South Carolina, Sovah Health in Danville, Virginia, and Wilkes Medical Center in North Wilkesboro, North Carolina).

MILITARY EXPERIENCE

U.S. NAVY, Great Lakes, Illinois; Norfolk, Virginia; Virginia Beach, Virginia, E-3, 1992-1995. Served as gas turbine mechanic, with experience in performing maintenance on GE LM2500 gas turbines and Allison 501-K17. Performed general duties such as painter. Oversaw duties relating to food service, warehouse inventory, and security. Served as yeoman and firefighter. Served as docent of Hampton Roads Naval Museum.

Assigned as lead Gas Turbine Mechanic of Engine Room 3 of now-scuttled Spruance-class destroyer, USS Arthur W. Radford.

Won Food Service Attendant of the Month in August 1993, approximately two months after first ship assignment.

Integral member in USS Arthur W. Radford, winning Battle Efficiency Ribbon as part of team assigned to Engine Room 1 and 3.

Part of ACU-4 Tool Room Department that reclaimed over $1 million in assets from 1994 to 1995.

EDUCATION

TROY UNIVERSITY, Troy, Alabama, A.S., Business Administration, 2012

CERTIFICATIONS

Fiber Optics Installer Certification

Nortel MICS and CICS 4.0 Certification

Lean Six Sigma White Belt Certified (LSSWB)™

Project Management Essentials Certified (PMEC)™

Six Sigma Lean Black Belt Professional (LBBP)™

Corporate Trainer Certified (CTC)™

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