Senior Operations Manager - Technical & Data-Driven Leader
Resume:
Vraj Manka
SENIOR OPERATIONS MANAGER
OBJECTIVE
To obtain a challenging position in the technical operations management field, utilizing my outside of the box thinking, data analysis skillset, financial analysis skillset, and technical background, to drive business objectives to completion.
CONTACT
******@********.***
www.thumbtack.com/platinumpc
Lewisville, TX
EXPERIENCE
SENIOR OPERATIONS MANAGER (T-MOBILE TELCOMM HSI
REPAIR)
CTDI, FLOWER MOUND, TX
March 2024 – September 2025
• Took over a failing business at a -1% GM. Drove it to success by implementing Technical Work Instructions and Processes to its current structure, which is now running at a 40% - 50% Daily GM.
• Business entails the repair and refurbishment of T-Mobile High Speed Internet Routers.
• Identified process gaps within the operation and drove the team to focus on continuous improvement.
• Worked with IT to create detailed Tableau Reports that aided Operations in efficiently tracking all crucial aspects of the business.
• Maintaining healthy customer SLAs and KPIs daily.
• Worked closely with the Logistics Team to ensure that planning aligned with the weekly production forecast.
• Utilize my strong analytical skillset to pull datasets from multiple sources daily to put together detailed Operational Reports.
• Extensive customer and OEM relations daily discussing core business metrics.
• Strong experience with Excel and Tableau.
REPAIR MANAGER (CHARTER/ SPECTRUM)
CTDI, FLOWER MOUND, TX
March 2020 – February 2024
• Restructured broken processes within the existing repair program and created SOPs for every process within.
• Consistently met customer’s SLAs making Lakeside the only branch to achieve and maintain 100% OTD.
• Worked down the excessive BGA Backlog.
• Significantly increased the Gross Margins to levels that had never been achieved prior.
• Maintained a healthy P&L and consistently strong KPI’s.
• Maintained daily compliance regarding the Parts Reconciliation. Balanced Oracle versus Prism usage.
REPAIR MANAGER (GOOGLE)
CTDI, FLOWER MOUND, TX
October 2018 – March 2020
• Initiated the Google Pixel Repair Program from the ground up and created technical documents throughout the program.
• Trained Technicians on the Repair of Google Pixel Phones as outlined in the Google SOP
• Managed and maintained consistent Repair Production and Repair Yields within the Google Repair Program.
• Allocated labor resources appropriately to offset expenses and maintain healthy gross margins.
ABOUT ME
I am a highly motivated technical
individual who has strong leadership
abilities, and the knowledge and
creative thinking to drive any business to
success.
EDUCATION
New Jersey Institute of Technology
M.S. in Computer Engineering
GPA 3.2/4.0
Polytechnic University (NYU Tandon
School of Engineering)
B.S. in Computer Engineering
GPA 3.6/4.0
SKILLS
Project Coordination
Technical Project Management
Written Communication
Technology Implementation
Skilled multi-tasker
Strong Leadership Abilities
Customer Relations
Business Case Preparation
Strategic Thinking
Cross-functional Team Leadership
Analytical Skills
Creative Problem Solving
Technical Writing
Strong Data Analyst
• Root Cause Analysis of a variety of Failed Devices from both the Google Port Line and QCF Failures coming back from the field.
• Working alongside the Google Team to continually improve upon the Processes within the Operation.
REPAIR MANAGER (COMCAST)
CTDI, WEST CHESTER, PA
April 2018 – October 2018
• Managed Multiple Shifts of Repair Technicians in conjunction with the Repair of Comcast Security Touchscreen Systems, Comcast Infinity Set Top Boxes, and Xfinity Cable Modem Mod and Repair Projects.
• Maintained strong KPIs and a healthy P&L.
• Improved upon the Repair Process Flow of devices coming out of the complex back end of the Repair Operation.
• Motivated Repair Technicians by creating a positive work environment, which ultimately helped sustain a profitable Comcast Repair Operation.
• Managed Inventory and Parts Consumption using the PRISM System. OPERATIONS SUPERVISOR (MCE SUPPLY DIVISION)
CTDI, SWEDESBORO, NJ
February 2017 – April 2018
• Started up and maintained an operational sound process flow for CTDI’s MCE Supply Division in conjunction with the processing of various Mobile Consumer Electronic Devices.
• Built a profitable Supply Chain Business Model from the ground up specializing in dealing with International Customers.
• Worked with Engineers to create Technical Unlocking Stations and Equipment to aid in streamlining and improving upon the Supply Chain process flow.
• Worked with the IT Department in India to continually improve upon the usability and functionality of the MDV Web Portal.
• Created Export Commercial Invoices to ship out large quantities of MCE Devices internationally.
• Initiated a Smartphone Repair Program to run in parallel with MCE Supply Chain Business.
• Created a sound Inventory Management system.
• Created various CTDI University Technical Documents which aided in training technicians on the repair of Mobile Devices.
• Traveled to 700 Lakeside Pkwy, Flower Mound, TX to help start up and build the AT&T Mobile Repair Program from the ground up.
• Started up an AT&T CTDI University class in 700 Lakeside Pkwy, Flower Mound, TX, as per the CEO, to train and transition Material Handlers to Mobile Phone Repair Technicians.
OPERATIONS SUPERVISOR
CTDI 1373 CORPORATE HEADQUARTERS BUILDING, WEST
CHESTER, PA
November 2016 – February 2017
• Developed a systemically and operationally sound process flow for CTDI’s MCE Supply Division
• Created this Supply Chain Business based on the refurbishment and sale of Mobile Consumer Electronic Devices with the intent of building and sustaining a profitable Supply Chain Business Model. ELECTRONIC ENGINEERING TECHNICIAN/ REPAIR SECTION
HEAD (AMAZON)
CTDI 1339 BUILDING, WEST CHESTER, PA
April 2016 – November 2016
• Initiated and trained technicians on the repair of the Amazon Kindle Fire HDX Device utilizing repair techniques and procedures that I built from the ground up.
• Analyzed, diagnosed, and successfully created repair techniques and procedures for the Amazon Echo Alexa Device’s Technical Failures.
• Instrumental in setting up a successful CTDI repair program in conjunction with the Amazon Repair Program, specializing in detailed micro-electronic repair.
• Utilized electro-mechanical and hydraulic Amazon Fixtures to repair Amazon Echo Alexa Devices implementing Level 3 PCB diagnosis and repair.
• Traveled to CTDI Mexico to aid in a Root Cause Analysis of HTC Smartphone Repair Program.
• Created Technical Root Cause Analysis Documentation for CTDI to exhibit why devices in that facility went through repair and bounced back from the field.
• Instrumental in significantly reducing the repair bounces at the CTDI Mexico Facility with the Technical Documentation that I had provided based on my prior analysis.
ELECTRONIC ENGINEERING TECHNICIAN/ REPAIR SECTION
HEAD (AMAZON/ COMCAST)
CTDI 1373 CORPORATE HEADQUARTERS BUILDING, WEST
CHESTER, PA
February 2015 – June 2015
• Initiated a startup Smartphone Repair Business for CTDI, creating repair techniques repair procedures, and an inventory management system.
• Analyzed, diagnosed, and repaired Apple and Android Smartphones in a fast-paced repair environment.
• Alternated repair programs from Smartphone Repair to Comcast Security Repair to Amazon Kindle Repair
• Analyzed, diagnosed, and repaired Comcast Touchscreen Security Device electronic circuit boards.
• Utilized an oscilloscope, spectrum analyzer, and a multi-meter to measure voltages and frequencies on the circuit board to reverse engineer the repair process.
• Traveled to the CTDI Charlotte Facility to train the Technicians on the Repair Techniques of the Comcast Touchscreen Security Device TECHNICAL ANALYST/ TECHNICAL WRITER (AMAZON)
CTDI 1373 CORPORATE HEADQUARTERS BUILDING, WEST
CHESTER, PA
December 2014 – February 2015
• Analyzed, diagnosed, and repaired the electronic circuit boards in the Amazon Kindle Fire HDX Tablet for the purpose of securing an Amazon Repair Contract for CTDI
• Communicated key component failures on the Amazon Kindle Fire HDX Tablet to Amazon as well as successfully demonstrating key repair techniques.
• Compiled Micro-electronic Technical Documentation for CTDI showcasing the in-depth usage of an Oscilloscope to identify key electronic component failures.
• Compiled key repair data and repair procedures for CTDI which was instrumental in securing CTDI a lucrative Repair Contract with Amazon.
ELECTRONICS ENGINEERING TECHNICIAN (COMCAST)
CTDI 1305 BUILDING, WEST CHESTER, PA
December 2012 – November 2014
• Analyzed, diagnosed, and repaired Set Top Box electronic circuit boards by utilizing such equipment as an oscilloscope, and an electronic multi-meter to measure voltages and frequencies within the circuit.
• Interpreted electronic schematics to troubleshoot and repair various telecommunications equipment.
• Programmed the various telecommunications equipment upon replacement of the faulty electronic components.
• Utilized both through-hole and surface mounting soldering techniques to replace faulty capacitors, transistors, resistors, diodes, transformers, and IC Chips on PCB’s.
• BGA Replacement/ PKI Programming
COMPUTER SYSTEMS ENGINEER, OWNER (PLATINUM PC)
EASTON, PA
June 2018 – August 2021
• Diagnosed and successfully repaired a multitude of hardware and software problems on Desktop PCs, Laptop, and Mac computers.
• Removed viruses and spyware on PCs.
• Rebuilt systems with new motherboards.
• Repaired damaged motherboards with the process of solder re-balling the IC Chips, graphic cards, and replacement of other faulty computer hardware, such as hard drives, and memory sticks.
• Custom-built designer computer systems for small businesses and consumer-based clientele.
• These systems ranged from gaming systems to reliable business systems.
• Configured and installed networking systems for small businesses in conjunction with remote troubleshooting. SYSTEMS ANALYST (IBM)
NEW YORK, NY
October 2001 – June 2008
• Ensured the efficiency of computer systems in the workplace.
• Organized, planned, and designed technology applications, systems, and projects.
• Analyzed requests from users and successfully identified solutions.
• Designed user interfaces, system logic, and architecture in an SQL Environment.
• Strategic in blocking malicious multiple firewall requests. TRANSPORTATION CONSTRUCTION INSPECTOR (NEW YORK STATE DOT) NEW YORK, NY
June 1999 – September 2001
• Inspected Electrical Work on Route 9A in NYC between 28th and 41st Streets. Oil Static Pipes were being installed.
• Inspected the Installation and Grouting of Bridge Segments together on the BQE Connector Ramp in Long Island City, NY.
• Wrote up daily analytical post-inspection engineering reports.
• Worked alongside a team of fellow Engineers in collaboration to solve a variety of field problems. ADMINISTRATIVE RECRUITER (POLYTECHNIC UNIVERSITY/ NYU TANDON SCHOOL OF ENGINEERING)
BROOKLYN, NY
February1997 – February 1999
• Solved various PC-related problems for office co-workers.
• Database Management (PeopleSoft).
• Aided in organizing a variety of paperwork related to recruiting new student prospects.
• Word Processing (MS Word, Excel, PowerPoint, Publisher, Access).
• Aided in Campus Tours.
• Inventory Management.
MATH/ PHYSICS TUTOR (NYC BOARD OF EDUCATION)
BROOKLYN, NY
September 1995 – January 1996
• Tutored fellow students in the subjects of Mathematics and Physics, Grades 9, 10, and 11.
• Helped fellow students with homework assignments, class projects, and other academic assignments.
• Polytechnic Promise Scholarship, 1996
• Regents Endorsed High School Diploma, 1996
• Endorsement in Technical Electronics, 1996
• Membership in the National Honor Society, 1996
• Membership in the Beta Gamma Math Society, 1996
• Certificate of Merit in recognition of Outstanding Academic Achievement, 1996
• President’s Educational Award for Excellence in Academics, 1996 REFERENCES
Available upon request
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