Operations Manager / Project Manager

DENNIS C. BURKE

Somers Point, NJ *****

(C) 609-***-****

*******@*******.***

SUMMARY

Management professional with wide range of experience in Operations Management, Business Administration, Project Management, and Customer Service with a focus on improving operational efficiency, profitability and client satisfaction.

CORE COMPETENCIES:

• Operations Management

• Business Administration

• Communication Skills

• Project Management

• Planning & Implementation

• Customer Satisfaction

• Profit and Loss

• Budget Development

• Team Leadership

CAREER HISTORY

U. S. CENSUS BUREAU – NORTHFIELD, NJ 2009-2010

LOCAL CENSUS OFFICE MANAGER

Directed and controlled all operational functions, resources and personnel in the local census office serving Atlantic, Cape May and Cumberland counties for the 2010 Decennial Census. Facilitated a team-based environment to lead a temporary staff of office and field employees through multiple levels of accomplishing production goals and quality standards while enumerating all of the residences in the tri-county area of operation.

BLACK BOX NETWORK SERVICES (Formerly NEXTIRAONE & WCS) 2001-2007

BRANCH MANAGER / SENIOR OPERATIONS MANAGER

Directed all Operations in the Philadelphia region which included financial oversight and Profit & Loss responsibilities. Led a team of 100 Managers, Engineers and Field Service Technicians providing installation, maintenance and technical support for Voice & Data communications customers in NJ, PA & DE.

• Recipient of the “Senior Manager of the Year” award for overall service excellence from a field of 24 national candidates.

• Led the team rated #1 national territory for Customer Service Metrics.

• Team was rated #1 national territory for Gross Margin % .

• Exceeded operating profit margin objective by 5.3%.

• Acted as a change agent and facilitated multiple restructurings to improve productivity, reduce cost and meet company financial goals.

WILLIAMS COMMUNICATIONS SOLUTIONS (formerly Bell Atlantic Meridian) 1997-2001

DIRECTOR OF OPERATIONS

Managed a team of 105, focused on Small Business operations in NJ, PA and NYC. Merged 3 regions into a single culture and productive team that exceeded regional corporate objectives.

• Increased profitability, improved efficiency and reduced overtime costs by 3.6%.

• Restructured the New York City branch. Implemented best practices, eliminated subcontracting and generated a positive profit margin 4 months ahead of schedule.

• Improved customer satisfaction and retention and reduced executive complaints by 66%.

• Exceeded labor margin objectives by 13%.

• Recipient of the “Sales Support Award” for cross-organizational teamwork.

BELL ATLANTIC MERIDIAN SYSTEMS (Formerly BELL ATLANTICOM) 1986-1997

PROJECT MANAGER / SERVICE MANAGER

Supervised a team of 13 field technicians providing service to customers in Southern New Jersey which included 6 Casino / Hotels.

• Project Manager for the Taj Mahal Casino / Hotel Telecommunications installation from construction to opening. Managed the $4.5 million project on budget under a very aggressive schedule.

• Established the first Small Business Installation Unit and grew it from 6 to 60 technicians in under 3 years.

• Four-time recipient of the annual President’s Club Award for Excellence.

• Chairman of the Quality Improvement Process Management Team.

Professional Development

• Rutgers School of Business – Certificate in Project Management

• Rutgers School of Business – Certificate in Quality Management

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