Dustin Torrey

**** ******* ******** **, ******* NC 28027

Cell: 409-***-****

adin2z@r.postjobfree.com www.linkedin.com/in/dustin-torrey-1205b278

Summary:

I am a result oriented, hands-on professional, with accomplishments in Project Management, and in the Telecommunications Industry. I have a robust background in Project Management, Client Experience, QA, BCPL, and Customer Service, with a focus on providing the customer with the highest quality of service available. I always want to improve myself by learning and working on new projects.

Strengths:

Team Leadership

Outstanding Communication Skills

Team Player

Detail Oriented

Business Continuity Planning

Planning & Implementation

Data Processing

Data Mapping/Managing

Desire to Lean

Technical Skills:

JIRA

CI/CD

BCPL

LCR

End-to-End Business Process

Application Testing

oversight and reporting

QA

WAP

Tracking compliance & remediation strategies

Planning, Testing, and Recovery

ITS

Network Integration

business resiliency planning and testing

Professional Experience:

Sitehands, Charlotte NC

Quality Assurance, IT Manager (05/2019 – Present)

I manage multiple segments of technology at Sitehands including Data Enhancement to the Sitehands platform with a focus on streamlining data quality, integrity and how to access it. I also manage specialized projects that need a Technical SME for some of the largest, and most demanding Financial Clients in the industry.

Managed Services Team:

created a business continuity plan for integration for a client’s ticketing system, internal administration network access for the leadership team.

Worked with vertical and horizontal teams on the client side to complete the needed tasks within the given timeline.

Hiring Manager/IT Managed Services Manager:

Managed, trained, and supported a Desktop Support Team of 32 FTE’s/ 3 Leads across the US and Canada for a program for the world’s largest Insurance company – ($5MM yearly engagement for their North America Region).

Sr Project Manager- Hardware Equipment Deployment:

Ran a SOC for 9 FTEs that supported a 5k+ VDI device deployment for the retail side of a Financial Institution for all branches in the US.

Managed the technical bridge that supported the field technicians and the Clients PM team.

Responsible for installation, data security (Media), Technical support, and decommissioning of the old equipment. This project was completed successfully on time (Almost 1 month early - $2MM Project)

SR Field Support:

Personally handled field escalations that require a Sr. Tech, or to handle onsite technical issues of sensitive matters that need to be addressed ASAP.

Trained a Team to handle projects that require large scale support and managed them while onsite across the country and world.

Launched a new department for Sitehands (Territory Technician):

Hired/Managed FTE(s) located in areas of high-ticket volume requests for Sitehands to complete. This team works on BAU/BreakFix Tickets that have short notice requests from our clients.

Hired, trained, and managed this team remotely.

Client Experience, Client Account Manager, New Client On-Boarding Manager/Sr Project Manager (07/2018 – 05/2019)

I was tasked with starting, developing, and managing a new department that is completely focused on providing the client the highest quality of service possible. I worked with the client’s internal stake holders on creating and executing the needs of each client.

Provided all new clients with a “White Glove” experience on projects brought to us. Made sure to handle all of their needs, managed the clients ticketing request, and projects to completion as they come in.

Worked with the client to create an execution plan that provides them with the service they require and need.

1.Worked on making sure all details are covered and are managed from start to finish.

2.Worked with all internal Sitehands departments to ensure the client was supported correctly.

Transitioned the new Client to the appropriate department to continue this high quality of service.

Clearly understood the needs of each customer and ensured that the Sitehands teams had extensive training to support all of the new customer’s needs.

IT Operations Manager (01/2018 – 07/2018)

I managed a highly skilled Team of Analysts that work directly with our clients in a 24/7 operations environment.

Managed performance metrics and provider management processes to drive action.

Responsible for the execution of end-to-end processes that support the growth of the business by managing risk and providing oversight into the operational controls.

Aided in the development & implementation of core operational metrics & dashboards.

Provided input to provider performance and suggestions regarding improvements needed to best meet customer expectations.

Monitored service operations ticket volumes and projections by partnering with Sales and Service Delivery teams to ensure staffing is adequate and well trained.

Tracked provider performance metrics and monitor general performance/professionalism, arrival times, revisit requests.

Ensured compliance to SLA's, supplier arrival time and revisit requests.

Partnered with the Provider Management to address issues daily.

Managed performance metrics to meet and exceed customer expectations, provide feedback to providers; partner with Provider Managers, mentor direct reports and conduct performance evaluations.

Participated in the recruitment and hiring of key resources to support operations in a 24/7 environment.

Custom Communications INC. Garner NC.

Corporate Operations Manager (06/2017 – 01/2018)

I managed all day to day operations of the Installation for Dish Network for 14 Offices with 6 local managers which provide work to upwards of 200 (1099) Satellite Technicians from our Washington DC office, all the way down to Atlanta GA office.

Worked with each Local Manager to manage their metric numbers, and how to maximize the Techs production and quality of work.

Oversaw our contract with the cellular insurance company Asurion to conduct cell phone screen repairs in over 30 markets, in which we completed 200 plus repairs a day.

Corporate Trainer for Asurion screen repairs. I trained and certified all new techs to be able to complete work on all Verizon and AT&T cellular phones and conducted classes on all new devices to repair.

Assisted with the newest division ExpressTech as it launched. This has more than 70 Technicians completing work daily.

Time Warner Cable, Raleigh NC.

TWC/Charter Business Class CMT/QA Regional Supervisor (6/2015 - 06/2017)

I supervised the day to day operations of the TWC Business Class CMT (Contract Management Team).

Coordinated and managing all Business Class contracting companies’ management, and owners.

Oversaw all installers, technicians, and construction business partners, which exceeded 200 workers.

Worked with all internal TWC Business Class Employee's Supervisor's and Manager's throughout North and South Carolina.

Supervised a Team of Business Class Quality Assurance Techs.

Covered all TWC Business Class systems for North and South Carolina, which include Raleigh, Charlotte, Greensboro, Fayetteville, Wilmington, Myrtle Beach, Hilton Head, and Columbia.

Technical Operations Supervisor (6/2014- 6/2015)

I managed the day to day operations of the installation and service department of Time Warner Cable.

Oversaw 20 plus tech's daily workloads and resolved customer concerns/issues.

Managed manpower and routed the workloads for each tech, both on a daily and monthly basis.

Created daily, weekly and monthly reports.

I trained, educated and evaluated technicians in the field as needed to proper safety and work practices.

Maintenance Technician III (2/2012 – 6/2014)

I worked with multiple in-house departments and contractors to resolve any system problems I encountered.

Troubleshot and repaired Coaxial/Fiber plant, maintained system requirements per FCC regulations, and other government organizations.

Setup and maintained rack mounted network systems, also I maintained Fiber hub locations, including extensive documentation on signals, and equipment health.

Updated system mapping and worked in a 24 Hr. on-call schedule environment.

Proficient in using specialty instrumentation, including Fusion Splicers/RF Meters/O-TDR’s/ TDR’s/Locator’s/Network Test Equipment, and Signal Analyzers.

Trained employees on how to use test equipment, troubleshooting methods, and customer service.

Sr. Business Class Phone/Networking specialist (3/2003 – 2/2012)

I Setup and managed small, and large businesses phone, internet, and wireless network systems.

Setup and managed, Coaxial, Fiber, and PRI Phone systems.

Worked with other departments on special projects that over lapped with Business Class projects. I Preformed customer contracts, customer service, and sold new products, and upgrades.

Education:

Nashua High School Nashua, NH.

Certifications:

NCTI SCTE

NCTI : Installer Technician SCTE : BPE (Broadband Premises Expert

NCTI : Broadband HFC Networks

NCTI : Fiber Installation and Activation

NCTI : Fiber Testing and maintenance

NCTI : Advanced Technician

ASURION

Asurion Cellular screen repair Trainer, certified for Verizon, and AT&T Screen repairs

Lamar Institute of Technology

Received Certificate, Utility Pole Climbing, Pole Maintenance, and safety. Received Certificate 2005

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