Manager Project

REUBEN GARY BURTON

Glen Allen, VA ***** * 804-***-**** * nf7o3z@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Award winning, results driven manager with 15 years experience in telecommunications industry working with union and non-union employees. MBA candidate. Proven performer with exceptional analytical and communication skills. Recognized for executing projects to achieve corporate/project goals. Strong leadership and communication skills.

Change Management Strategic and Organizational Planning

Budgeting / cost time (reductions)containment

Training and development Labor and Employee Relations

Business process management

Team Building Project management Operational performance

PROFESSIONAL EXPERIENCE

VERIZON COMMUNICATIONS, Richmond, VA 2004 to 2010

Central Office Supervisor

Oversaw provisioning and maintenance of customer Voice, Data and Video services. Managed the scheduling, loading and development of a 24/7 workforce. Supervised 18 Technicians in 24 Offices. Oversaw staff development, quality and safety and quality inspections, employee training and development, and performance appraisals

• Chaired team to reduced central office ticket volume. Turned up 53 shelves for Access Guardian remote testing capabilities. Reduced ticket volume by ~5%.

• Led the Line Equipment Transfer project. Removed/transferred >9000 customer lines.

o Reduced the need for Lucent switching equipment resulting in saving >$100K.

• Led Manager’s team in workflow analysis. Reduced mean time to repair resulting in a 25% reduction.

• Improved initial trouble testing capabilities for proper ticket routing. Increased initial test from 38% to 95%. Nominated for the Verizon Excellence Award.

• Exceeded key objectives for all deliverables with a 97% on time overall score.

• Maintained an >8K Plug In Card spares inventory exceeding $7M

• Co-chaired Switch cutover team to transfer >33K customer lines and special circuits within the Petersburg central office.

o Delivered the project on time and budget with virtually no service impact.

o Nominated for the Verizon Excellence Award.

• Sold > $25K Verizon FIOS and High Speed Internet services.

• Co-chaired Front Line Leaders Forum - a cross functional team of 35 supervisors dedicated to the process improvement and best practices of the Potomac region.

• Implemented >100 systems installations and enhancements through three corporate mergers.

REUBEN GARY BURTON PAGE TWO

Network Provisioning Center Team Leader, Richmond, VA 2003-2003

Led a team of 12 technicians in a 24/7 trouble ticket center for Potomac region (VA, WV, DE, MD & DC) digital cross connect trouble resolution. Analyzing and assessing ticket cause codes to develop and identify best in practice processes.

• Developed technician assessment tool to quantify and qualify technician efficiency. Increasing overall tech efficiency by ~8%.

• Identifying issues, processes and work functions to facilitate work interactions between central office and center personnel resulting in a 6% reduction in ticket volume.

PRIOR WORK HISTORY

Verizon, Switch Provisioning & Maintenance Supervisor 1998-2002

Verizon, Supervisor – Network Test Center, Richmond, VA 1996-1998

Systems Technician – Network Operation, Richmond, VA 1993-1996

EDUCATION

Bachelor of Science, History, Virginia Tech, Blacksburg, VA

Currently enrolled in Master’s of Business – PM, Strayer University, Richmond VA

CERTIFICATIONS

Telecommunications – J S Reynolds, Richmond, VA

TRAINING

Lucent 5E, Siemens, and Nortel Switching Systems, FIOS Video and Data Systems, Comverse Voicemail Systems - Workforce Administration – time reporting tool, Workbrain time reporting tool

Software: Microsoft Office, MS Outlook, MS Word, Power Point, Lotus Notes and Excel,

COMMUNITY INVOLVEMENT

President, Saddelbrooke Homeowners Association

Financial Planners of America Advisory Board

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