Manager Service

BRIAN P. RICE

** ***** ****** • Warwick, Rhode Island 02889

401-***-**** • ******@***.***

Technology Team Oversight ■ Performance Optimization ■ Operations Management

Highly experienced senior technology manager with definitive leadership abilities that have been successfully leveraged to drive operational efficiency across key performance analytics. Transferable core competencies have been developed and refined during tenure with a prominent telecommunications company. Possess a sophisticated understanding of best practices for supporting process improvements while mitigating operational cost exposure.

Consistent record of success in the integration of strategic planning, operational assessment, and project management skills to meet and exceed corporate-defined expectations. Able to provide the performance analysis and tracking required to establish standard operating models with sustainable application across the enterprise.

Motivational leader with the ability to set attainable goals, function as an accessible and supportive resource, decisively delegate responsibilities, and ensure the alignment of team efforts in implementing strategic vision to meet project deliverables. Able to engage collaboratively and cultivate working relationships with stakeholders, employees, and key decision-makers across the organizational hierarchy.

PROFESSIONAL EXPERIENCE

*(Dec. 2019) – Resign/Sabbatical to provide care for family member

Cox Communications, West Warwick, Rhode Island (2000 to 2019)

Operations Manager (2011 to 2019)

Transitioned into a new role to oversee the building of fiber optic networks for commercial customers in a Northeast territory, including all facets of engineering design and installation for complex, high-dollar projects. Monitor, direct, and evaluate the performance of exempt and nonexempt staff reflecting $1.2 million in payroll expenditures.

●Developed key performance indicators measuring employee effectiveness meeting defined customer SLAs. Team consistently ranked top 5% nationally in all defined metrics.

●Service Manager for strategic customers monitoring network performance and incident management tickets. Provided monthly performance reports to executive leaders and on-demand customer request.

●Increased warehouse productivity by 20% with the deployment and training of an automated identification and data capture system.

●Provide fiscally responsible management of operations to drive efficiency for $1.6 million in annual design and installation services for new accounts.

●Ensure strict compliance with mission-critical deadlines for projects at all complexity levels through strategic identification and mobilization of labor and technical resources.

Project Highlights

●Function in a decisive leadership role for a five-year, in-process project centered on the identification and replacement of obsolete equipment. Manage a $7 million annual budget allocated for engineering design and operational changes deployed at 18 telecommunications centers based on core, edge, and transport network element requirements.

Ensure optimal interfacing to identify and interpret customer network needs based on proprietary technical requirements throughout the project life cycle.

●Effected significant and measurable improvements in the management trouble tickets associated with network performance resulting in a 27% reduction in the number of trouble tickets within one year while capturing $82,000 in annual savings.

Identified hardware, optical light levels in the field, and planned-maintenance work as the three main drivers that were impacting operational efficiency and implemented successful corrective action plans.

Honored as the recipient of the National Leader of the Year Award for this key initiative that evolved into a corrective-action model that was implemented across the company’s national footprint.

BRIAN P. RICE Page 2

401-***-**** • ******@***.***

Broadband Operations Supervisor (2000 to 2011)

Promoted to supervise staff at ten telecommunications centers that served as main distribution hubs for data, video, and telephone services provided to customers in Rhode Island.

●Sustained operational efficiency through effective delegation of tasks and projects based on workflow demand and service-delivery levels, with leadership efforts centered on ensuring the efficient activation of new television channels, the distribution of radio frequency (RF) signals, and the activation of networking nodes.

●Conducted employee reviews to identify performance deficits and implemented corrective action plans.

●Provided annual data analysis and reporting in accordance Federal Communications Commission (FCC) regulatory requirements.

●Ensured staff compliance with protocols and best practices defined for the use of hardware, software, spectrum analyzers, optical light meters, and optical time-domain reflectometers (ODTRs) to sustain the “health” and functionality of RF and fiber distribution plants.

●Assigned, reviewed, and authorized next steps and procedures for driving telecommunications center operational efficiency across all performance metrics.

EDUCATION

ITT Technical Institute, Rhode Island

Bachelor - Business Administration

CERTIFICATIONS

- Nokia Network Routing Specialist (NRS1 and NRS2)

- Six Sigma Green Belt Certification

PROFESSIONAL AFFILIATIONS

Society of Cable Television Engineers (SCTE)

Key Competencies

Network Building and Monitoring

Strategic Planning and Forecasting

Collaborative Partnership Alliances

Statistical Data Analysis and Reporting

Resource Identification and Mobilization

Service Management Technology Utilization

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