Technical Operations Manager

JASON E. WALLS

Cape Coral, FL ***** 360-***-**** ********@*****.*** www.linkedin.com/in/jason-walls-a7477240 TECHNICAL OPERATIONS MANAGEMENT

Project Implementation Sales Performance Improvement A seasoned leader with a proven track record of success, fostering operational growth and development through a hands-on management style. Supports goal-oriented operations and team building in a unified environment of achievement through accountability. Brings an in-depth knowledge of technical operations and disciplines to improve employee performance metrics through best practices, training, and development. Accomplished in the development and implementation of sustainable competitive advantage and product deployment at the local, regional, and national levels. CORE STRENGTHS

Time Management Project Management Process Improvement Product Development Personnel Management Training & Development Budget Management Cost Reductions Telecommunications Net Promoter Scores (NPS) Software Documentation Technical Support Operational Leadership Strategic Development CAREER SUMMARY

Communications International – Naples, FL

Regional Operations Manager (3/19 – Present)

Manage the Southwest Florida Region in a roll as a company representative to all customers for the assigned service area and manage a service support team of Radio Frequency (RF) Technicians, office administrators and other support staff. Ensure service center operations are efficient, that appropriate response times and timelines are met, and that the quality of work and customer service meets the highest standards for both demand services and contract services provided. Monitor all workflow processes and institute changes to maximize efficiency, instilling a culture of continuous improvement.

• Created a culture for continuous improvement, efficiency and effectiveness of the regional service center.

• Responsible for all assigned company physical property, inventory and assets.

• Responsible for monitoring and achieving monthly P&L targets.

• Accountable for capital and expense budget construction and exceeding fiscal goals. Accomplishments

• Created detailed documentation and increased efficiencies

• Exceeded 1st and 2nd quarter financial budget goals by over 10% by increasing installation efficiencies and timely deliveries of product to our customers.

• Integrated cross training of the different departments to improve workflow and efficiencies. Wave Broadband – Kirkland, WA

Director of Business Operations & Broadband Services (2016 – 10/2018) Managed a three-state territory encompassing WA, OR, and CA; led the Technical & Safety Training, Technical Operations, and Project Management teams, with six direct reports. Oversaw field operations and assisted with process improvements, identification of efficiency gains, technical and safety training, warehouse inventory/accountability, and new product deployment. Developed, managed, and tracked the training capital and expense budgets. Responsible for the installation and repair of residential and business services, new product, and enhancements to Regional Technical Operations Teams. Established and monitored clearly defined key performance indicators (KPI) for productivity, quality, and service rates for all technical support personnel.

• Assisted with strategic business decisions on equipment use, based on the needs of customers.

• Used time-motion studies to review processes and look for efficiency gains; developed and implemented business strategies across technical operations including employee satisfaction, operational efficiency, technician attrition rates, and operational cost reductions.

• Developed and maintained strategic partnerships with other organizations to ensure the effective implementation of methods and procedures, including identified and comprehensive solutions to issues impacting customers. Accomplishments

• New Field Technicians were inconsistently trained, leading to a decline in customer service ratings. Implemented a three-state training program for safety, technical troubleshooting, and commercial vehicle operation with each employee certified in First Aid/CPR. 77 employees trained in 2017, NPS increased to 73% (from 63-65%), with management providing positive feedback on the training curriculum.

• Field employee satisfaction surveys were declining. Set-up communication devices to show the staff positive feedback from customers, attended staff meetings, and held conversations to understand what was lacking in tools and equipment. These areas were the largest improvements, prior year scores were 3.50%, and the next year they were 3.61%.

• Net Promoter Scores were declining. Created NPS training at the technician level; delivered presentations and added the training to the learning management system (LMS). After the first six months, scores increased by 3.10% and then increased by another 4.97%.

• Developed and implemented a leadership level NPS training class and delivered to local management teams, assisting with soft skills and providing a better understanding of their responsibilities with NPS.

• WA State Labor & Industries WAC regulations required CPR and First Aid certifications be offered to the field staff and three Technical Trainers had to be certified instructors. Purchased needed materials from the American Red Cross and certified all field staff. JASON E. WALLS

Cape Coral, FL 33914 360-***-**** ********@*****.***

• Met established service metrics and quality assurance goals to reduce expenses, improve employee retention and satisfaction, and reduce attrition. Wave Broadband – Port Orchard & Port Angeles, WA (2009 – 2016) Technical Operations Manager

Hired, trained, and supervised the local Technical Operations Team of 43 Installation, Service, and System Technicians in a hybrid fiber coaxial

(HFC) network. Managed the daily operations to maintain the integrity of the network and ensure quality and consistency of voice, video, and data products. Measured network performance and service level compliance reporting with federal, state, and local agencies including FCC Proof of Performance and signal leakage. Prepared and managed a $14M capital budget for the region.

• Created a cohesive team, working together to share each other's strengths and increased the Net Promoter score; celebrated successes, provided recognition at meetings and became a top performer in the company.

• Provided technical advice in the assessment, review, selection, and launch of new technologies, products, and services.

• Segmented optical nodes to meet increasing demands for data capacity. Accomplishments

• Received Lee Daniher Technical Award of Excellence in 2009, recognized as an employee who demonstrated a unique desire to improve their technical skills.

• Field System Technicians were not certified on fiber optic splicing or emergency restoration. Compiled lists of eligible employees to complete both trainings; completed 105% of goal for fiber optic node certifications, and 148% of goal for standby power supply certifications. Response and restoration times decreased with process restoration taking 2-3 hours, down from 8+.

• Reviewed plant areas with System Technicians and created maintenance zones that each was accountable for; realigned shifts and work details ensuring there was enough staff to handle preventative maintenance. Decreased unplanned outages by 9%. Wave Broadband – Port Angeles, WA (2008 – 2009)

Headend Technician

Monitored video and audio quality for services delivered to customers. Engineered and launched new high-speed, high definition video, and Video on Demand (VoD) bandwidth services, including CISCO 10K CMTS, 18M internet service, and HD services with 40 HD channels.

• Repaired, maintained, and adjusted modulator, demodulators, receivers, fiber optic transmitters, and receivers.

• Transitioned all video feeds from Headend in the Sky (HITS) to Digital Access Controller (DAC).

• Prepared semi-annual FCC Proof of Performance testing.

• Monitored and measured all cumulative leakage indexes (CLI) leaks and handled their repair. Accomplishments

• There were video issues with a current provider and no control over content or restoration; all video needed to be transferred from another provider to the master headend in WA, which allowed for control over launches and improved outage times for video issues. Successfully transferred all the video and saved annual licensing fees from a third-party vendor.

• Ran out of bandwidth in the local market with the current CMTS not supporting demand. Installed new CISCO 10K CMTS for local regions and successfully launched DOCSIS 3.0 to the local market, improving high-speed data for customers. Wave Broadband – Port Angeles, WA (2006 – 2008)

Field Technician

Performed residential and commercial installations, handling troubleshooting, and repairs; repaired and maintained voice systems including un- installing and removing customer premise equipment (CPE). Performed on-call duties once a month.

• Performed routine balance, alignment, and adjustments of components and equipment used to amplify and process signals.

• Handled troubleshooting for distribution and return-path issues from the tap to the CPE.

• Repaired outside plant issues associated with radio frequency (RF), AC, and DC on the forward and reverse.

• Tested trunk and distribution of coaxial cables using signal level meters, volt-OHM meters, and spectrum analyzers.

• Installed and configured network interface cards and client software. Accomplishments

• Staff was not trained for the Voice Over Internet Protocol (VOIP) launch; worked with local technicians and leadership on the proper wiring of homes and alarm systems. Improved the customer experience, reduced service calls, and increased installation time. Time Warner Cable – Kansas City, KS 2001 – 2006

Field Technician

Performed residential and commercial installations, troubleshooting, and repairs; repaired and maintained voice systems including un-installing and removing CPE.

• Co-creator of the Metro PC Medic Department for the Kansas City Division. Accomplishments

• Received A+ Certification and assisted in the development and launch of the Metro PC Medic Department, handling home computer repair for customers including restoration, virus removal, and data retrieval and applying fees to their monthly bill. JASON E. WALLS

Cape Coral, FL 33914 360-***-**** ********@*****.*** MILITARY SERVICE 1994 - 2001

The United States Army –Ft. Leavenworth, KS Radio Communications & Military Police – Honorable Discharge EDUCATION & PROFESSIONAL DEVELOPMENT

University of Phoenix – Phoenix, AZ 2003 - 2006

Completed 92 credits towards a Bachelor’s Degree in Information Technology BigBand BMR 1200 Platform Training – San Francisco, CA Technical & Mux Curriculum CompTIA A+ Certification & Entry Level Computer Technician Certification Level 4 Criminal Justice Information System Security & Awareness Training (CJIS) TECHNICAL

MS Office Suite – Word, Excel, PowerPoint, Outlook Skype Mac OS CSG Billing WinCable Microsoft AX TechNet WAN Voice Over Internet Protocol (VOIP) Fiber Optics Network Engineering DOCSIS Coarse Wavelength Division Multiplexing (CWDM) Dense Wavelength Division Multiplexing (DWDM) Telephony Network Engineering Wireless Technologies Computer Network Operations

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