Project Manager Customer Service
Resume:
Brian Krochtengel
Ft. Lauderdale FL, 33301
***********@*******.***
Cell: 305-***-****
Dedicated Field Construction Manager with experience in OSP Field Engineering Seeking Project Manager - OSP position.
Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example, ensure the execution of all safety, quality, and ownership, and play it where it lands goals.
Areas of Expertise
Communication – Verbal and Written
Data Analysis and Interpretation
Innovative
SME level knowledge of U-verse systems and end to end process
Metric Improvement Strategies
Microsoft Office – PowerPoint, Excel, Word
Presentation Creation
Process Improvement Oriented
Project Management
Teambuilding & Training
Professional Experience
Crown Castle - Plantation, FL 8/2023 – Current
Construction Project Manager, Enterprise Fiber
Meet with potential fiber customers to determine the best path to bring fiber to their business.
Work with various municipalities to expedite permitting.
Schedule work and construction phases with our customers, contractors, and the municipalities.
Monitor contractors for safety violations and recommended adjustments to operations.
Work with Crown Castle Engineers to ensure the best and most efficient route was what I proposed.
Work with other Project Managers and departments in various disciplines that would result in an advantageous outcome for both the customer and Crown Castle.
Monitor budgets and check for scope creep.
Schedule work so that the most efficient and safest methods were being used.
Manage inventory and the cost of inventory.
Work with Crown Castle Engineers to ensure the best and most efficient route was what I proposed.
Challenge all builds that did not result in a profit for Crown Castle.
Engage with our external Engineering vendors and reviewed their work to ensure that we were getting a quality design with all proper call outs and jurisdictional requirements to avoid the need for revisions.
Review our external engineers’ invoices to ensure accuracy Prior to issuing a purchase order and approving.
Work with our external construction vendors review their work for quality and compliance with Crown Castle’s standards as well as those of the customer and municipality.
Review and quality check all site builds for safety and to ensure they were following both Crown Castle’s requirements, the customers, and those to the jurisdictions.
Review all invoices and check invoices against the work that was done in the field prior to approving for payment.
Work with our internal management to make sure that we were using the appropriate methods for construction that were the safest and most cost efficient without jeopardizing quality.
Work with our Methods and Procedures Team’s to roll out changes to existing business practices.
Work with our Innovation Team to roll out new products and methods of installing products.
Crown Castle - Plantation, FL 8/2017 – 8/2023
Construction Project Manager, Implementation Small Cell.
Oversee, inspect and monitor contractual field work which include excavations, boring, placement of small cell sites, fiber optic cable, testing and restoration
Work with various municipalities to expedite permitting.
Schedule work and construction phases with contractor’s superintendent and agency personnel;
Advise contractors of violations and recommended adjustments to operations;
Take field measurements of to verify contractor billing, check placement to ensure that contractor complied with permit requirements and perform quality reviews of construction;
Perform random, unscheduled inspections to ensure safety of contractor work in compliance with OSHA, NESC, NEC, NRE and Crown Castle;
Recommend changes to construction plans to meet field conditions, provide project cost savings and expedite schedule for on time completion.
Sourced new materials from third party manufacturers ensuring best pricing for materials needed meeting quality standards.
Maintain project records, material notebooks, as built plans and pay quantity records, evaluate and monitor progress schedules.
Vetted new GCs for the South Beach build and other Crown Castle builds.
Learn new software used by Crown Castle such as PMT, JDE, Oracle, CRM, 3-GIS and QGIS.
Learn about RF and small cell equipment, testing, standards, methods and procedures.
Assist Project Manager with daily duties such as forecasting dates, permitting, and ordering materials.
Built and integrated all the Super Bowl nodes on Miami Beach on time for the Super Bowl even delivering an extra node that Verizon was not expected but was happy to have since it was on Lincoln Rd.
Work with business owners and residents to ensure minimal disruption to their daily operations to maintain a positive relationship between the business owners / residents, municipalities, and Crown Castle.
Assist co-workers with any issues they may need help with.
Tasked as a SME and helped rewrite the Crown Castle Construction Managers Handbook combining Fiber and Small Cell operations into one book.
Received multiple letters of appreciation from upper management at both T-Mobile and Verizon for work on various projects for everything from completing projects on time and under budget. Helping them get their systems online and troubleshooting customer owned equipment. Figuring out defects in the way customer owned equipment was not able to see the equipment in the field.
Built a test node at the South Beach Hub so that Verizon could plug their equipment in to their baseband units at the hub ensuring the base band units and DWDM equipment was configured properly as opposed to wasting days and money rolling trucks to the field, paying for GC’s MOT’s and police not to mention both out time and their time troubleshooting and changing out equipment in the field when the problem was never in the field. Verizon now implemented this practice before we try and bring up any nodes in the field. The time troubleshooting has decreased by days and the cost of troubleshooting has decreased by thousands of dollars per node. This also eliminated marking tens of thousands of dollars of radios defective that were never defective.
Updated the guidelines for the Crown Castle Close Out Package for Small Cell projects.
Consistently exceeded what we promised to the customer, staying within budget, and ahead of schedule.
Participated as a SME in the trial project for the Crown Castle vendor safety report. Made changes where needed to ensure all safety guidelines were addressed and adhered to.
Worked with T-Mobile to ensure a high-profile test site we built for them was on time and under budget.
Worked closely with Crown Castle Product Management and Development team and RayCap, the manufacturer of the Stealth Pole we are now using on Miami Beach to ensure we had a pole that functioned better than the last pole and met all of the requirements set forth by Miami Beach.
Worked with FPL, Crown Fiber to obtain routes that would let us bore fiber and power along the same path saving Crown Castle both time, money and exposure to the potential for additional underground damage by having a single bore path. Average savings per node including eliminating the second bore, restoration, MOT and police was approximately 16k. This also resulted in a shorter construction time.
Fibernet Direct (Formerly FPL FiberNet) — Miami, FL 2/2017-8/2017
Field Construction Inspector
Oversee, inspect and monitor contractual fieldwork, which include excavations, boring, and placement of hand holes, areal strand and fiber cable installation, restoration of work areas.
Schedule work and inspection phases with contractor’s superintendent and agency personnel;
Advise contractors of violations and recommended adjustments to operations;
Take field measurements of to verify contractor billing, check placement to ensure that contractor complied with permit requirements and perform quality reviews of construction;
Perform random, unscheduled inspections to ensure safety of contractor work in compliance with OSHA and Fibernet;
Recommend changes to construction plans to meet field conditions, provide project cost savings.
Maintain project records, material notebooks, as built plans and pay quantity records, evaluate and monitor progress schedules.
FPL FiberNet— Miami, FL 09/2016 – 2/2017
Field Construction Inspector
Oversaw, inspected and monitored contractual fieldwork, which included excavations, boring, and placement of hand holes, areal strand and fiber cable installation, restoration of work areas.
Scheduled work and inspection phases with contractor’s superintendent and agency personnel;
Advised contractors of violations and recommended adjustments to operations;
Took field measurements of to verify contractor billing; check placement to ensure that contractor complied with permit requirements and performed quality reviews of construction;
Performed random, unscheduled inspections to ensure safety of contractor work in compliance with OSHA and FiberNet;
Recommended changes to construction plans to meet field conditions, provided project cost savings.
Maintained project records, material notebooks, as built plans and pay quantity records, evaluated and monitored progress schedules.
UC SYNERGETIC— Miami, FL 01/2015- 09/2016
BIC Specialist
Develop understanding and comply with all FTTX and project documentation standards (i.e. land base maps, assessor maps, AT&T OSP records, etc.)
Work with various wireless service providers to bring fiber to cell towers and small cell sites.
Coordinated processes to support design, analysis, maintenance and operations for AT&T systems and networks to meet customer needs.
Maintaining proficiency and knowledge of technical developments related to BST CAD system.
Researching and designing the installation/revisions of Fiber-optic/Metallic telecommunication service.
Proposing new Conduit paths, Cable routes, Equipment specification and determining the location where termination devices and placement are to be established.
Developing solutions in areas where no existing processes are currently established.
Drafting the proposed services and their pathways based on Devices/Equipment in use.
Creating Site Plans, Floor Plans, Data Room Details, Backboard Details, Relay Rack Details, and Riser Elevation Details etc. in order to create clear instructions for the Construction and Design Teams.
Extensive co-ordination with AT&T OSP Engineering and Construction forces to facilitate the implementation of projects.
Working closely with customers and all departments to ensure project timelines are always be met and the final product conveys the correct information.
Verify that the customers have completed all necessary steps and third-party contractors to ensure the site is ready for AT&T Construction team.
Osmose Communications Services — Miami, FL 05/2014-01/2015
OSP Field Engineer
Work closely with AT&T Engineers, Geo Managers, Project Managers and Area Managers to ensure work is accurately completed.
Identify and recommend changes in the field to comply with AT&T protocol and maintain NESC compliance utilizing the knowledge I gained while working for AT&T.
Proficient with designing poles using Osmose O-Calc Pro pole loading software.
Collect and provide Osmose engineers with accurate field data to ensure timely and accurate completion of jobs.
Lead several projects in Key West, FL. To ensure timely and accurate completion of projects meeting deadlines set forth by AT&T.
Trained new employees how to accurately and efficiently collect field data identify cables and owners and work-ensuring safety is their number one priority.
Proficient with PLATS, Mobile Mapping, Map Viewer Software, LFACS and PM tool.
Learning to design and engineer projects using BST CAD.
Identify and recommend changes to management to increase efficiency and productivity.
Meet with, explain to customers the work that AT&T will be performing, address, and rectify any concerns that may arise.
Consistently meet and exceed expectations set forth by my managers.
AT&T U-Verse — San Antonio, TX
03/2013-09/2013
Field Operations Manager
Manage a team of field technicians, responsible for AT&T U-Verse products installation and repair. Developed Goals and Metrics that measured and improved performance and processes. Collected data to identify process gaps and best practices to improve customer experience and company NPS score.
Collaborated with other departments across AT&T to ensure seamless customer experience. Worked with Six Sigma certified professionals on Quality by Design projects.
Sourcing new materials from outside vendors to obtain best pricing while meeting AT&T standards.
Worked with Customer Care organization to create new and improve existing methods and procedures.
Assisted in collected data to identify root cause of network problems. Identified and reported numerous defects in the dispatching system, resulting in dispatch cost savings, decreased number of calls into Customer Care Centers, lesser number of technician revisits and better customer experience.
Developed and executed training courses expanding knowledge of field technicians, giving them more capacity to resolve issues without escalating to other departments.
Received several commendations for outstanding ownership and dedication by company executives, internal department managers, area managers.
Analyzed data and developed documentation of network quality/process improvements.
Maintained records on technician training, safety and disciplinary issues.
Handled all aspects of technician disciplinary issues with the union CWA.
Responsible for hiring new technicians to meet demand.
Handle and approve requests from third party contractors to preform work on AT&T plant and equipment.
Maintain and approve payroll for 15-20 technicians.
AT&T U-Verse - Miami FL 06/2008-03/2013
Premise Technician, Team Lead, Assistant Manager
Worked as a Team Lead providing additional support to Field Technicians. Conducted performance evaluations and quality observations.
Supported the following technologies: IPTV, VDSL, TCP/IP, FTTP, FTTN, and VOIP.
As a Supervisor Reliever was responsible for assisting other technicians with daily challenges, assigned tasks. Assisted field managers in monitoring everyday activities in the field.
Generated referrals that resulted in the sale of a five-year contract to provide U-Verse services to 235 units at the Cosmopolitan in South Beach as well as many other customers generating revenue of over $100,000.00 year to date.
Continuously met and exceeded all expectation and KPI metrics.
Riviera Country Club, Coral Gables, FL USA 07/2004-11/2007
Team Leader- Outdoor Customer Service Representative
Managed day to day functions of Riviera Country Club’s outside Operations.
United States Department Of Commerce, New York, NY USA 03/2000-07/2004
District Manager and Lead Enumerator
Managed day to day functions of The Department Of Commerce Numeration Program.
Essex Securities at the Bank of New York, Suffolk County, NY USA 04/1994-02/2000
Lead Investment Executive
Managed the day-to-day functions of both customer funded securities as well as institutional securities.
Applied all required NASD and SEC standards and policies.
Education
Inc. - Empire State College, New York, NY USA
Business Management.
South Shore High School, Brooklyn, NY USA
Academic Diploma, Business Studies
Certifications
Six Sigma Yellow Belt
AT&T University Leading with Distinction Series
Florida State Certified Notary Public
OSHA 30 Hour Course
CPR and AED Certified
Application/Software Knowledge
Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft PowerPoint, Osmose O-Calc Pro, PM Tool (AT&T), BST CAD. PLATS, Mobile Mapping, Map Viewer, LFACS, JMS and NJUNS, OSP Insight, SharePoint, PMT(Crown Castle), CRM, Oracle, JDE, 3-GIS and QGIS.
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