Customer Information Technology
Resume:
Richard Havins
Fontana, CA ***35
****.******@*********.***
SUMMARY
Efficient, results oriented Telecommunications Professional with extensive experience in Network Operations. A results-oriented team player that works effectively with all levels of operations and successfully plans, organizes, and manages complex projects. Highly organized with proven ability to multi-task, plan and manage projects.
PROFESSIONAL EXPERIENCE
VERIZON, Palm Springs Ca. 1978 – 2008
Supervisor, Network Operations (1998 – 2008)
Managed, supervised, and organized work activities for up to 30 team members to maintain and repair telephone and ATM network.
• Oversaw 9 host central and 31 remote offices, interfacing and coordinating with contractors, vendors and internal departments to maintain and expand the network.
• Exceeded objectives by 5% through effective follow up and consistent attention to detail.
• Reviewed workload requirements for installation and repair, scheduling manpower effectively to meet commitments and maintain due dates.
• Inspected work performed by direct reports to ensure accuracy and quality.
• Handled customer complaints effectively by troubleshooting root causes and implementing efficient solutions.
Equipment Maintainer (1978 – 1998)
Responsible for troubleshooting and repair of analog and digital equipment, including GTD5, DMS100, and E5SS.
• Helped reduce customer trouble reports per 100 by 2% by constant 4tel testing to prevent reports.
• Exceeded objectives for MTTR (Mean Time to Restore) by 35 hours prioritizing reports and giving warm hand-off to other departments.
• Met CDD (Customer Due Date) objectives of 98% by working orders in advance of requested date.
• Exceeded objective for NCFR (New Circuit Failure Rate) by 82% by thoroughly testing with customer before releasing.
• Concisely completed 100% of priority routines through time and work load management each month.
EDUCATION
Electronic Engineering, Chaffey College, Rancho Cucamonga, CA
Computer Information Technology, Valley College, San Bernardino, CA
CERTIFICATION
Comptia A+
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