Program Manager Quality Assurance
Resume:
Mobile 646-***-****
***************@*****.***
linkedin.com/in/william-brown-
0a94a31a
EXPERIENCE
Fixed Wireless Access
(FWA) Strategy &
Deployment
Managing Multiple
Priorities
Analytical Thinking
Budget Management
Making Data-Driven
Decisions
Executive Presentations
Organizational Performance
Organizational Change
Management
Cross-Functional
Collaboration
Employee and Labor
Relations
Workforce Training and
Development
Adapting to Change
Operations Streamlining
Quality Assurance
Project Management
Motivating Employees
Enhancing Customer
Experience
Business Planning
Process Improvement
Telecommunications
Installation and
Management
Wireless Network
Optimization
Vendor & Contract
Negotiations
Regulatory Compliance &
Risk Management
Network Capacity Planning
Brightspeed, Platform Program Manager, 4GLTE FWA, Digital Engagement & Mobility Platform Operations, Lexington, SC June 2024 – Current
• Led FWA deployment initiatives, managing cross-functional teams to expand broadband access via 4G LTE and 5G.
• Developed and executed FWA strategies, optimizing network performance and cost- effectiveness for urban and rural markets.
• Collaborated with engineering and network teams to enhance FWA coverage, leveraging base stations and Customer Premises Equipment (CPE).
• Drove adoption of 5G FWA, positioning it as a competitive alternative to fiber and cable broadband.
• Spearheaded efforts to bridge the digital divide, bringing high-speed connectivity to underserved and remote communities.
• Optimized processes and performance metrics, improving service reliability, latency, and scalability for FWA solutions.
• Managed vendor partnerships and procurement, ensuring seamless integration of FWA technology while reducing costs and deployment timelines. Lightspeed Construction Group, Lead Program/Project Manager Construction/Engineering, Lexington, SC November 2023 – June 2024
• Overseeing RDOF, BAU, MDU, and State Grant construction projects across AL, TN, MD, WV, and NY, ensuring timely, cost-effective completion.
• Standardizing processes in a new company to boost productivity and revenue.
• Mentoring junior project managers and team members.
• Leading stakeholder meetings and project status communications.
• Managing cross-functional teams from project initiation to closure.
• Developing and maintaining project plans, schedules, and budgets.
• Presenting project reports to executive leadership. Lumen, Sr. Manager – Dispatch and MDU Platform Operations Fiber Platform Operations, Lexington, SC August 2022 – November 2023
• Spearheaded as Portfolio Owner for the Dispatch and MDU space, collaborating closely with clients and stakeholders to drive the vision of success, formulate business strategy, design products, define requirements, and manage overall project execution to positively impact key performance indicators (KPIs).
• Implemented the formalization of a centralized organization to foster collaboration across workstreams, deploying end-to-end solutions that resulted in significant cost reductions and operational efficiencies, enhancing scalability, and improving the overall customer experience.
SKILLS
Bill Brown
OBJECTIVE
Results-driven telecommunications leader with 20+ years in field operations and 15+ years managing complex telecom services. Currently Program Manager for Fixed Wireless Access
(FWA) at Brightspeed, driving strategic initiatives to expand and optimize FWA deployment. Expertise in leading diverse teams, overseeing telecom infrastructure, and driving operational excellence. Skilled in strategic planning, KPI development, vendor negotiations, and process optimization for high-quality service delivery. Experienced in FTTH architectures, central office infrastructure, and customer service improvements focused on NPS. Adept at team development, escalation management, and innovative solutions to exceed SLAs. Passionate about leveraging technology and best practices to drive growth and enhance customer satisfaction. GET IN TOUCH
Bill Brown
Spectrum, Area Operations Manager
Field Business Operations, New York, NY January 2013 – August 2022
• Orchestrated the effective delivery of service to Spectrum customers, ensuring adherence to financial guidelines and compliance with all company service standards, while managing and optimizing the Field Service organization. Provided detailed technical leadership for troubleshooting and fault resolution, resulting in a significant reduction of overtime from 14 hours to 2 hours per employee and increasing productivity by 33%. Successfully decreased repeat issues from 15% to 6%, while also reducing the budget from
$220 million to $140 million within a span of 3 years.
• Served as the Area Operations Manager for the NYC region, overseeing operations in Manhattan and catering to a subscriber base of 700,000, demonstrating exceptional leadership and management skills in a high-pressure environment.
• Managed a team of 300+ employees, including Field Service Technicians and 18 Supervisors, fostering their growth and development to build a highly skilled Operations team. Achieved the top-ranking position in NYC for 8 consecutive years based on key performance indicators (KPIs).
• Led the successful launch of various company products and initiatives, including Fiber to the Home (FTTH), Managed WIFI, GPS, On-Time metric, and the "Leave No Customer Behind" Program.
• Developed, scoped, and executed internal initiatives as assigned, conducting careful analysis to assist Supervisors in achieving key scorecard metrics, demonstrating a commitment to continuous improvement and operational excellence. Verizon, Field Manager/Dispatch Manager/Project/Program Manager/Director’s Staff Field Business Operations, New York, NY January 2000 – August 2013
• Led diverse teams in FiOS service installation and maintenance, driving successful First Office Application (FOA) deployment in NYC.
• Partnered with marketing and internal departments to resolve service delivery issues and enhance customer satisfaction during FiOS network migration.
• Supervised up to 525 technicians and 60 administrative assistants, optimizing provisioning and maintenance intervals to meet operational demands.
• Improved Fiber migration completion rates from 53% to 82% by implementing efficiency- focused strategies.
• Managed all phases of FTTP architecture design and network creation for multi- dwelling/business buildings, including vendor coordination and cost management.
• Directed troubleshooting and compliance efforts, ensuring adherence to standards and best practices.
• Provided detailed project tracking, reporting, and cost estimations, supporting transparent communication and informed decision-making.
• Consistently ranked as a top-performing manager for productivity, customer satisfaction, and project outcomes.
ServiceNow
Confluence
Salesforce
SharePoint
Outlook
MS Teams
MS LOOP
Word
Excel
Visio
Bentley
Jira
Power BI
Genesys
PowerPoint
Bid Master
Education
2000+ hrs. of Leadership
and Management skills
training
HS Telecommunications
Arts & Technology -
Brooklyn, New York
System Knowledge
Certifications
Agile Software Development:
Agile Project Management
Techniques
New Project Manager
Essentials
Risk Management: Project Risk
Assessment
Technical Program
Management: Stakeholder
Collaboration &
Communication
Defining a Project Scope and
Team
Developing Personal
Accountability
Technical Program
Management: Toolbox for the
Program Manager
• Achieved notable improvements in key metrics, including reducing the Cost to Connect and Fallout Rate from 24.8% to 11% year-to-date (YTD), and decreasing Tech Assist Contact Rate by 45% within 8 weeks for pilot teams.
• Successfully increased Commitments Met from 65.1% to 71.1% YTD, while reducing Intervals from 16.6 to 14.7, and achieving an 11% improvement in NPS (Net Promoter Score) YTD.
• Played a key role in the development of KPIs and facilitated metadata extraction for real-time reporting, providing expertise in designing the Company dashboard for reporting using Power BI, enhancing data-driven decision-making processes.
Certifications
Contact this candidate