Network Operations Manager

MICHAEL A. RIVERA

*** **** ******* ***, **********, NJ 07003 Cell 973-***-**** *******.*******@*******.***

TELECOM NETWORK OPERATIONS SUPERVISOR

Improving quality and productivity by motivating people and teams to efficiently deliver excellence and exceed customer expectations.

Site Supervisor with experience in motivating employees, managing inventory, ordering supplies, network services, provisioning and maintenance processes. Working knowledge of network components, multiplexers and switches. Supervised, trained, motivated and mentored diverse, unionized work groups. Proven commitment to quality, customer service and getting the job done on time in a fast paced, cost constraining environment.

EXPERIENCE

VERIZON, Jersey City, NJ 1998 to 2009

SUPERVISOR, NETOWRK OPERATIONS (2004 to 2009)

Substantially improved central office and switching operations covering major metro area with 3M customers. Supervised switching, transport operation, network surveillance, central office equipment installation, network monitoring and control, network administration and planning. Scheduled and supervised 22 technicians.

* Raised productivity 5%; achieved 99% of productivity objectives on average.

* Improved quality 10% in first 2 years and met or exceeded all quality objectives on an ongoing basis. Performed quality inspections to ensure accuracey and customer expectations were met.

* Achieved increase in targeted objectives by 2% - 10% for responding to/resolving internal and external service requests; reduced hurdles by 20% in first 2 years that prevented the associates from completing their work. This included provisioning, maintenance, facilities assignment, database management and design operations as well as administration and management of associated network operating system and interfaces.

* Reduced repeat work by 50% in first 2 years by furnishing initial and ongoing training to all personnel; held monthly informational and motivational meetings. Assisted field work group in moving customer lines to new cable without service interruption.

* Decreased inventory by more then 50% saving the company $1M on overstock

* Initiated the consolidation of equipment working with engineering and the order process department to ensure the integrity of customer records. This resulted in a power savings by eliminating older equipment and opening floor space for future growth.

SUPERVISOR, INSTALLATION & MAINTENANCE (1998 to 2004)

Investigated customer complaints in person, rectifying quality and/or billing issues. Conducted timecard audits to ensure compliance on company records. Responsible for hands on training to associates on a technical level as well as customer communications.

* Improved quality 50% by providing on the job coaching and performing quality audits.

* Achieved a 90% savings on repeat dispatches by initiating the rewiring of Newark public housing.

* Reduced motor vehicle accidents and personal injury 10% by strictly adhering to company safety and driving policies.

* Enhanced productivity by .5 jobs per day.

* Coordinated with Newark Police for safety purposes when working in high traffic areas.

EXIDE TECHNOLOGIES, Reading, PA 1992 to 1998

WAREHOUSE/SALES MANAGER

Managed 10 warehouse workers, drivers and improved layout of inventory to make order selection easier which resulted in higher productivity and reduced personal injuries. Responsible for >$2M of product inventory, turning it over 12 times in 1 year which ensured the freshest product being delivered to our customers.

* Tripled regional sales from $1M to $3M in the first 2 years and built a strong customer base.

* Conducted hands on training for reading and picking orders, labeling batteries and filling batteries with acid.

* Completed quality audits to ensure orders were being shipped accurately.

* Reviewed driver logs daily to ensure compliance with DOT Regulations.

* Restructured delivery routes to better serve our customers and save on delivery time resulting in reduced overtime.

EDUCATION / PROFESSIONAL DEVELOPMENT / CERTIFICATIONS

High School Diploma, College Prepatory, Bloomfield Senior High School, Bloomfield, NJ

FMLA & Employment Law; Leading Teams; Coaching & Developing Employees, Labor Relations Skills Development

Institute for Management Studies Inc., Woodbridge, NJ

* Optimizing Outcomes: Get It, Set It, Move It Prove It

* Mastering Workflow: Getting It All Done & Having a Life

* The Power of a Positive Attitude: How to Create Your Own Success

* Mastering Priorities: Increasing Your Personal Effectiveness

* Pivot: 7 Critical Turns That Lead To Success

* Embracing Change & Increasing Productivity During Turbulent Times

SKILL SUMMARY

* Microsoft Word, Excel, PowerPoint; Outlook; Lotus Notes; Windows XP

* Lambda Unite, Rodam 7100, Tellabs, Motorola, Lucent OLT’s, BMR, EDFA, Litespan, Flashwave

* HDSL, DSL, MLT, 5e, POTS, special services (T1, 56K, Sonet Ring) and frame

* FiOS/DSL experience - FTTP systems (iVapp) DSL

* Network and PC components (PC, routers, LAN topology, Ethernet, network interface devices)

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