KENNETH BISSONNETTE

*** ****** ***** *****

Taylors, South Carolina 29687

864-***-****

k7zb8i@r.postjobfree.com

SUMMARY

A top-performing and results-driven operations manager with extensive experience in the telecommunications industry and a track record of achievement in customer support, sales support, troubleshooting, team leading, quality assurance, budgeting, process improvement, and performance analysis. A detail-oriented problem solver who identifies issues and provides lasting solutions. A dynamic forward thinker who consistently meets goals, demonstrating an ability to achieve maximum effectiveness while maintaining high standards. An innovative leader who secures lasting success by demonstrating a solid commitment to excellence.

EXPERIENCE

WINDSTREAM COMMUNICATIONS, Greenville, South Carolina

Staff Manager - Enterprise Repair Center 2011-2012

Assumed responsibility for leading two teams in Greenville and Maitland, Florida, consisting of 57 techs responsible for supporting Enterprise T1 and above customers for entire company, including NNI, FTTT, Ethernet, and METRO-E base. Led and supported executive management, sales, service delivery, dealer channel, and vendor meetings to identify and discover customer pre-install solutions and post-install resolutions. Drove management relations with ILECS, including contributing to monthly meetings with each.

Improved team morale and retention by driving accountability and installing quality assurance program.

Integrated multiple OSS platforms, SLA, and process changes.

Decreased MTTR by 27% in seven months.

Reduced executive escalations by increasing email and SMS texting tools as well as by increasing EBonding directly with LEC, resulting in over 60% reduction in executive escalations.

NUVOX (acquired by WINDSTREAM)

Director, IP Services - Customer Repair Center 2006-2011

Served as leader of two teams in Greenville and Maitland, Florida that handled customers’ data challenges, from first call to final resolution. Directed team of 66 that consistently met/exceeded set MBOs. Provided multi-cultural team building and leadership environments for groups. Cross-trained and managed remote repair center for all levels of support. Managed budgeting and operating expense control that exceeded $2,000,000. Interacted with customers on daily basis to ensure resolution, quality, and satisfaction, including escalations from all levels of upper management. Provided weekly reports regarding statistics, outages, and ongoing projects. Advocated for OSS improvements to improve efficiencies. Worked with other departments to reach consensus and create cross-department SLAs and synergies.

Contributed to integration of four different mergers, acquisitions, and reorganizations.

Played major role in representing department in new product rollouts, such as VoIP and MPLS services.

Established 24x7x365 repair center staff to support growing customer needs.

Achieved over 98% customer resolution success rate before escalating issues to outside department.

Attained 84% initial call resolution.

NUVOX (acquired by WINDSTREAM)

Network Operations Manager 2000-2006

Held accountability for integrity of NuVox network. Managed company’s largest network region that included two switches and 27 COLOs. Supported sales and sales engineers by means of face-to-face customer meetings. Led team of 22, managing day-to-day field requirements, such as customer installs, troubleshooting, equipment servicing, and customer ride-by’s. Handled administrative duties, such as staffing, de-staffing, timesheets, and reports. Handled maintenance of automobile fleet in designated footprint. Assumed responsibility for day-to-day activities of field service representatives and third-party contractors. Supervised, trained, scheduled, and monitored staff output and results. Addressed customer complaints. Prepared performance reviews and discussed findings with team.

ADDITIONAL EXPERIENCE

METRO-ATLANTIC INCORPORATED, Boston, Massachusetts,

FieldManager/Trainer 1995-2000. Oversaw hiring and training of personnel. Installed T1 ISDN, ADSL, SDSL, and IDSL circuit equipment. Provided installation and service of CISCO routers, AT&T Paradyne, Adtran, Racal, and Micom CSU/DSUs. Installed and serviced Ethernet hubs and switches. Managed team, prioritizing and dispatching field service technicians. Resolved customer challenges through extensive customer interaction.

CERTIFICATIONS

ITIL v.3 certified

TTC certified

Microsoft A+ certified

VINA Technologies: Network Trained Authorized Provider

LICENSURE

F.A.A. Airframe and Powerplant License

PROFESSIONAL DEVELOPMENT

East Coast Aeronautical Technical School

Effective Elements of Management Training/Building Employee Accountability/Leadership in Organizations

Telecordia Training Course: SS7 Protocol, Fundamentals of Fiber, DS3 Testing, Telecom

Power Fundamentals, and Voice Over IP Protocol

COMPUTER SKILLS

Proficient in Microsoft Word

Excel

PowerPoint

Project

Visio

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