Operations Manager Service Desk

DON L. ROBERSON

713-***-**** Denton, Texas *************@*****.***

OPERATIONS MANAGER

Technical Lead Telecommunications Analyst

Experienced Telecommunications Operations Manager with a background supporting large communications networks. Maintained preparedness for disasters; including weather and fires at chemical plants, refineries, pipeline substations, as well as Chevron’s VSAT Point of Sale network. Maintained restoration kits for such emergencies.

Assigned support technicians according to their expertise. These areas included PBX, microwave, mobile radio, VSAT and land lines.

Manager of Chevron’s Eastern Region service desk with responsibility for issuing Remedy tickets.

Ensured employees received adequate technical and safety training.

Areas of Expertise

Technical Project Oversight

Systems Management

New/Emerging Technologies

Customer Service

Network Performance

Servers

Firewalls

Satellite

Planning

Needs Assessment

Testing/Troubleshooting

Disaster/Recovery Planning

Process/ Requirements Analysis

Electronics Engineering

Problem Solving

Routers

VPN

Ethernet

Documentation

Implementation

Budget/Cost Management

Oral Communication

System Maintenance

Training/Development

Fiber Optic

SDN

User Administration

Cloud

Design

Attention to Detail

Key Technical Skills

Experienced in commissioning Cisco video conference systems, locally while providing remote support of system on a global basis. Owns a broad operational background, including PBX, VOIP, local/long distance networks, both T1 and copper, LAN, WAN, structured cabling, SCADA, radio, wireless, fax, paging, microwave, ISDN, BRI, PRI, and VSAT systems. I was also the supervisor for the team responsible for voice and network security.

Professional Experience

FEMA 11/2017-10/2024

IT Service Branch Director

First response unit. Managed a group of technicians at the Emergency Center providing field responders with laptops, cell phones and other IT equipment prior to their field deployment.

CHEVRON 11/2010 – 12/2015

Technical Analyst 40 hours per week. $53 per hour

Responsible for support of the video conference deployment project for Talbridge Corporation, a company under contract to Chevron.

Partnered with integrators during the installation process, including coordinating requests, installation of LAN, phones, and IP address assignments for Cisco and AMX equipment.

After installation, requested system registration and completed site acceptance tests (SAT).

Collaborated with integrators to improve quality and operational issues.

Provided SAT training remotely for support analysts in numerous global locations.

Following release to customers provided operational education to users, second level support, and vendor dispatch pertaining to warranty matters.

Key Technical Areas:

Supported wide array of equipment, including Cisco (Tandberg) enhanced designs, including board rooms, auditoriums and training rooms, using whiteboard, documents cameras, and multiple desktop/laptop share capabilities; MX700 and MX800D systems, AMX, Crestron, Extron, Clear One, Panasonic Projectors, Samsung, and NEC monitors, Crown Amplifiers, Wolfvision Cameras, and EX90 Desktop Systems.

Advantage Security Integration 01/2008 – 11/2010

Project Manager, Lead Technician

Installation and testing fire alarm systems in Senior Living Apartments and large warehouse complex. Including smoke alarms, pull stations, and horns. Connected the system into the network for monitoring remotely.

VERIZON SELECT SERVICES 06/2007 – 12/2007

Project Manager 40 hours per week, 93,700 yr.

Spearheaded project and led installation of Nortel CS1000E-PBX in Houston with fully redundant CS100E-PBX near Tulsa and 11 Survivable Remote Gateways (SRG).

Delivered project process control, analytics, adjustments, and resolved complex problems.

Provided oversight and direction of VOIP network project, with Session Initiated Protocol (SIP), ensuring project was within budget and on time.

VERIZON SELECT SERVICES 04/2005 – 06/2007

Manager of Branch Operations 40 hours per week, 93,700 yr.

Directed operations for a number of branch operations including, Houston, Austin, Louisiana, and Houston Airport System. Supervised personnel for 100 locations with staff of 25 technicians, effectively delegating, managing performance, and providing feedback as necessary.

Successfully oversaw routine maintenance and installation support for 75+ customers.

Choreographed installation and certification of category 5, 5E, and fiber optic cabling systems, meeting goals and maintaining regulatory compliance.

Evaluated processes and executed improvements to coordinate the A/R and A/P processes with Houston Airport System, allowing real-time visual of expenses and revenues during same billing period, helping to maintain consistent margins month over month.

Monitored the performance of contractors to ensure timely completion and quality of work.

VERIZON SELECT SERVICES 06/1998 – 04/2005

Branch Manager for Chevron Account 40 hours per week 88,500 yr.

Remained as Branch Manager for Chevron account, when the department was outsourced to Verizon.

Functioning as Texas Operations Manager for Chevron was accountable for ~8,000 voice and LAN connections within five Houston locations.

Effectively coordinated installation of LAN and phone for Corporate Real Estate while employees continued business operations.

Provided supervision and support for MPLS, VPN, and Sonet networks.

Chevron Information Technology Company 10/1985-06/1998

Houston Area Supervisor 40 hours per week, $88,500 yr.

Technical Support Supervisor for voice and LAN systems in the greater Houston area. I also provided help desk support for Chevron’s Eastern Region for voice, data, SCADA, wireless, VSAT and microwave networks.

Served as a permanent member of the cross functional team providing planning and completion of large scale office relocations. I also maintained continuous contact with operating companies to determine future needs as well as sharing new system capabilities.

Supported E911 system.

Installed 800 MHz LMR system. Including base stations, UPS, antennas, and mobile units.

Training & Certifications

Transitioning into a Project Management Role

Project Management Fundamentals

Introduction to Project Management

Introduction to IT Project Management

Networking Fundamentals for VOIP

Clear One Audio Conferencing

Cyber Security

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