Customer Service Project Manager

Ronald D. Stephens, Jr **** S. State Road *

South Whitley, IN 46787

Cell Phone 260-***-****

Email: **********@****.***

QUALIFICATIONS/SKILLS

● Proven ability to lead teams and manage projects

● Cost and risk management skills

● Able to manage a group of employees with the ability to identify individual strengths and weaknesses

● Customer Service management to a wide range of customers including contractors and utility companies

● Knowledge in a wide array of equipment large and small and experience in various types of company specific software

● Understanding of fiber construction plans

● Ability to leverage geospatial tools such as Google Earth and QGIS

● Self-motivated, dependable, and trustworthy

● Ability to handle stressful situations and multi-task

● Possess critical thinking and active listening skills

● Attention to detail and problem-solving skills

● Trained in reading different types of blue prints

● Maintenance experience on various types of equipments and home repairs

● Very capable in using Microsoft Office, Outlook, and company specific programs

● Obtained railway certification

WORK EXPERIENCE

Mercury Broadband – April 2023 to current

Project Manager, Service Center

Primary role to act as the single point of contact for all Wireless and Fiber construction project requirements and deliverables in all markets. This position works with RF Data Sheets, Construction drawings, notes, and various other build requirements. Additional responsibility added for OSP project management.

● Creating long and short-term plans, including setting targets for milestones, adhering to deadlines, and allocating resources

● Identifying and managing potential risks and liabilities of multiple projects

● Making effective decisions when presented with multiple options for how to progress with the project

● Performing quality control on the project throughout development to maintain the standards expected

● Adjusting schedules and targets on the project as needed for both Wireless or Fiber projects

● Assist with land/building acquisitions, leasing, and site locations required for telecommunications installations.

● Preparation of Landlord and tower company Lease applications

● Oversee the completion of Zoning and Permit applications for submittal to jurisdictions and coordinate the zoning process with outside counsel and vendors

● Work on and update various Vitruvi Construction tracking tasks for Wireless and Fiber projects

● Quality control, data entry, and tracking of Site Candidate Packages, Lease Agreements, and other Site Acquisition documentation

● Manage the coordination, scheduling, and tracking of site visits and technical team visits with various departments

● Obtain Landlord approval on Construction Drawings and zoning/permit applications

● Prepare and update site status reports/databases, site close-out packages, and attend meetings as required

● Support FTTx OSP design teams by coordinating on low level fiber optic construction plans and permitting requirements

● Review fiber design BOMs and validate preliminary cost estimates

● Develop project plans to meet construction timelines and support subscriber connectivity needs

● Initialize materials procurement for projects and coordinate material delivery schedules to support the needs of each market

● Utilize the Company’s construction planning and implementation software to lead teams consisting of internal and external resources including Construction Managers and/or Supervisors, Engineers, and others

● Communicate with local governing authorities to coordinate permitting, identify plant conflicts, and attend utility coordination meetings as required

● Prepare reports on construction project progress and prepare velocity projections to estimate project completion

● Work closely with Senior Leadership and other members of the Mercury team to schedule, update, and identify roadblocks and find efficiencies in the operations of our fiber deployment programs

Ervin Cable Construction – July 2022 to March 2023 Project Manager

Responsible for daily management of OSP construction, installation and maintenance ECC OSP network (poles, aerial, buried and underground fiber & copper network facilities) within their assigned area

● Job coordination and scheduling of new build activity of OSP facilities.

● Provides technical leadership and expertise to OSPC; establishes, standardizes and improves OSPC processes

● Scheduling/coordinating maintenance, repair, and upgrade of existing OSP facilities, including rehab work, customer complaints response, OSP generator routines, and emergency call-outs

● Direct support of cable/fiber splicing technicians, linepersons and contract labor forces. Maintain construction fleet of vehicles and tools. Safety monitoring and quality control audit verification.

● Inventory tracking to meet departmental budget parameters. Manage and ordering of PP equipment and tools. Approving company timesheets in EBS, credit card receipts, vacation scheduling, contractor labor & material invoices, managing work order system projects, PR’s and PO’s, and closing of OSP projects.

Northern Lights Mapping and Locating Services – November 2021 to June 2022 Supervisor, Northern Indiana and Illinois

Managed team of 9 Field Technicians who are responsible for locating and mapping cross country fiber. As Supervisor, responsible for:

● Day to Day interface with employees regarding locates and concerns.

● Illinois Fiber damage digging – use of backhoe, mini excavator, and bore machine

● Handling Northern Lights client reporting structure in system

● Adjustment of service map to accommodate department needs.

● Private locate mapping for utilities for new construction and/or out of new easement

● Determine working hours of locators so that ticket volume can be managed.

● Adjustment and creation of maps for ticket system –day today involvement

● Assist with shooting difficult locates –“schedule and assist with Meet-up”.

● Responsible for equipment calibration and documentation of calibration.

● First level –damage / damage reports initial documentation

● Monthly field and computer audits.

● Support safety initiatives per company policy

● Supervise locators / handle personnel issues with assistance from HR (as needed) UniTek Global Services (Locating Services), Merrillville, IN – April 2019 to October 2021 Product Installation and Service Manager – (December 2019 to October 2021) Manages team of installers who are responsible for installing, servicing, and repairing structures and major components for major retailers and satellite services.

● Manager for Northeast Indiana and Northwest Ohio supervising 10 installers

● Additionally managing 10 locators for AT&T drop bury phone lines with 10 technicians

● Ensures adherence to contract specifications and established policies and procedures for the services provided to Amazon, Best Buy, DirecTV, Orby and Via Sat.

● Ensures that project/department milestones/goals are met and adhering to approved budgets.

● Drives quality and customer service through management of the relationship with key retail services and satellite scheduling teams

● Manages warehouse inventory and stages vehicle tag out inventory for installer’s vans

● Completes Quarterly inventory for all warehouse inventory Indiana State Training Manager – (April until November 2019) Develops, implements, and delivers training programs for varying skill levels of individuals for specific locating requirements. Maintains continual education support materials to be used for reference once training is completed. Continually evaluates training program and training procedures to monitor and analyze course effectiveness and update curriculum as needed.

● Coordinate with General Manager on daily responsibilities including routing tickets, managing ticket performance, and reviewing financial results of ticket performance

● Supervisor for 27 locating technicians – Supervisor responsibilities include: prioritizing and auditing work, conducting damage investigations, identifying training needs, and interfacing with internal and external customers as needed.

● Travels to other regions covered by locating contract to support training requirements, supervisory back up, and damage report needs

● Assist with utility company relations in order to obtain all necessary technical, administrative or record information needed to designate, locate, survey, process and deliver completed projects to clients

USIC Locating Services, Warsaw, IN – 2005 to 2019

Field Representative (Supervisor until approx 2007 until contract change fully in place) – Responsible for the location of utilities including phone, NIPSCO gas and Comcast cable within the Whitley, Noble, and Allen County as my territory. As a mentor for newly hired field representatives, provide additional training and assistance in their areas. This position assists the field supervisor in disbursing the ticket loads for timely locate management and investigating damages. Central Locating Service, Ltd., ULMS Inc. (Utility Locate and Mapping Services), Warsaw, IN – 2001 to 2005 **Sold to USIC

General Manager/Supervisor – Area Project Supervisor for the states of Indiana and Ohio.

● Managed three direct reports also eight Field Representatives.

● Position managed ticket disbursement for timely locates.

● Responsible for training field representatives in use of equipment and accurate locating of phones lines to prevent damages.

● Investigated all damages within the territory and provided detailed reports.

● Provided daily reports to corporate management and processing of weekly time sheets.

● Responsible for the inventory of all equipment in the warehouse and on the company trucks.

● Ordering all supplies needed for the area.

● Filled and sent all paperwork for new hires.

● This position had limited supervision as my manager was located in Ohio and I was responsible for the Indiana office.

● Led the team in monthly safety training and audited each representative weekly on their safety actions.

OMC Boat Group Syracuse, IN –1985 to 2000 (Plant Closed) Supervisor - Pontoon Rail Department and Rivet Line - Responsible for the scheduling of workers on the line based on the requirements released for production and complete paperwork requirements. Worked along with the maintenance team to perform all types of scheduled preventative maintenance and any needed repair to equipment used in various departments. Warsaw High School, Warsaw, IN – Graduated 1985

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