Customer Service Manager
Resume:
Aaron Parish
*********@*****.***
Qualifications Summary
Innovative, results oriented Business Operations Management professional with proven history of improving productivity, enhancing quality and ensuring the highest level of customer satisfaction. Demonstrated success managing multiple projects and resolving complex issues in a timely cost efficient manner.
Strategic & Operations Planning
Program & Project Management
Continuous Quality Improvements
Inventory & Equipment Management
Workforce Planning & Scheduling
Policies, Processes & Procedures
System & Network Integration
Vendor & Outsourcing Relations
Customer Service & Technical Support
Employee Training & Development
Recognized for building proactive teams, developing positive relationships, and cultivating long term strategic alliances. Proficient with a vast array of programming languages, concepts and technologies, Excellent communications, negotiations, organizational, and analytical skills.
Professional Experience
Ericsson Telecommunications, 2007-Present
(Transitioned from Clearwire to Ericsson – 2011)
Area Field Services Manager – South Central Region, 2011 – Present
• Manage Clearwire and Sprint wireless network operations covering 16 markets and over 2500 Wireless Cell Tower sites serving more than 200,000 customers in the South Central region and surrounding states.
• Leadership of a 45+ personnel team of field technicians that commission and maintain the network.
• Meet strict deadlines for cell site construction, commissioning, turn up and maintenance.
• Support inter-operational cross function teams to insure the network complies with customer service level agreements.
• Participate in strategic network planning, tactical operation planning, and the development of contingency operation plans, to include Business Continuity and Disaster Recovery.
• Drive the development of new protocols and procedural processes to reduce cost and increase proficiency and effectiveness.
• Plan, implement, manage and support all technologies that the network utilizes and have the ability to monitor and report to VP level and above on performance, and reliability.
• Estimate cost and budget.
• Perform above expectations under pressure, work extended hours and On Call situations
• Proper communication ability with customers, both external and internal.
• Discern and communicate to VP and higher RCA (Root Cause Analysis) and Post Mortem events.
• Track, monitor and coordinate inventory across numerous locations and markets.
• Management of company vehicles, fuel and maintenance costs.
• Regional Management On Call outage response leadership for entire state of Texas
• Escalation point for network outages and Disaster Recovery situations for the state of Texas.
• Member of various internal groups that derived corporation wide protocols for Network commissioning, Microwave backhaul and RF implementation.
Manager II of Network Operations – Texas Region, 2009-2011
• Manage Clearwire wireless network operations covering 13 markets and over 2000 Wireless Cell Tower sites serving more than 200,000 customers in the Texas region and surrounding states.
• Leadership of a 45+ personnel team of field technicians that commission and maintain the network.
• Meet strict deadlines for cell site construction, commissioning, turn up and maintenance.
• Support inter-operational cross function teams to insure the network complies with customer service level agreements.
• Participate in strategic network planning, tactical operation planning, and the development of contingency operation plans, to include Business Continuity and Disaster Recovery.
• Drive the development of new protocols and procedural processes to reduce cost and increase proficiency and effectiveness.
• Plan, implement, manage and support all technologies that the company utilizes and have the ability to monitor and report to VP level and above on performance, and reliability. Estimate cost and budget.
Aaron Parish
Resume, Page two
Professional Experience (Continued)
Ericsson Telecommunications, (Continued)
Manager II of Network Operations – Texas Region, 2009-2011, (Continued)
• Perform above expectations under pressure, work extended hours and On Call situations
• Proper communication ability with customers, both external and internal.
• Discern and communicate to VP and higher RCA (Root Cause Analysis) and Post Mortem events.
• Track, monitor and coordinate inventory across numerous locations and markets.
• Management of company vehicles, fuel and maintenance costs.
• Regional Management On Call outage response leadership for entire state of Texas
• Escalation point for network outages and Disaster Recovery situations for the state of Texas.
• Member of various internal groups that derived corporation wide protocols for Network commissioning, Microwave backhaul and RF implementation.
Field Technician – Charlotte, NC and Dallas, TX, 2007-2009
• New cell site turn up, integration and augmentation, responsible for 120 cell sites service availability.
• Drive testing for network implementation and RF optimization.
• Perform Preventative Maintenance procedures insuring cell sites functioned at proper levels
• Perform break/fix actions to return cell sites to service in outage situations.
• Provided On call outage response, MOP maintenance work and customer service calls.
• Worked with internal/external department personnel to correct RF or Microwave issues.
Dollar Thrifty Automotive Group, 2004-2007
Workforce Operations – Tahlequah, OK
• Supervised 300+ Contact Center Telephone representatives, managing business needs and employee needs in step with each other.
• Trained the employees on call center protocols and processes.
• Tracked payroll and employee shift scheduling, resolving any issues with equal care towards employee and business needs.
• Installed and configured network equipment such a printer or router, PC and wireless devices in call centers.
• Managed center wide software/application installations and upgrades.
Education
Northeastern State University, Tahlequah OK
Bachelors Social Studies Education, GIS and Information Technologies
Technical Skills
Microsoft Office Suite
Site Construction
Microwave and T1/DS3/DWDM Backhaul
Inventory Procurement Systems
Layer 1-3 Protocols
BGP Switching
WiMAX/LTE Systems
Wireless Networking Equipment Configuration
Oracle
MAN, WLAN and LAN Network Protocol
Cell Site Construction
Preventative Maintenance on Network Equipment.
Wireless Network and Electrical Component Commissioning and Maintenance
References Provided Upon Establishment Of Mutual Interest
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