Supervising Technical Lead, Network Technician Resume Reston, VA - Hire IT People

SUMMARY:

Experienced, dedicated, ITIL Foundation certified manager with more than five years supervisory experience in managing,, coaching, and scheduling teams of 10 to 40 employees.
Excels at developing, writing, and monitoring policies and procedures to ensure they are written and enacted to maximize efficiency and satisfaction for both customers and employees.
Accustomed to operating in a fast paced environment supporting and interfacing with customers who have multi - million dollar service contracts, at all levels of management.
Successfully led and trained a group of eight new hires simultaneously on both operations and procedures for a new overnight NOC shift replacing an overseas call center, bringing entire group up to speed 3 weeks faster than initial projected expectations.
Managed and implemented store level change-over of 7 acquired retail locations including POS and AV installation, procedural and operations, inventory, hiring, and handover to new management.

PROFESSIONAL EXPERIENCE:

Confidential, Reston, VA

Supervising Technical Lead, Network Technician

Responsibilities:

Led, trained, and supervised a team of 10-15 customer-facing NOC technicians on customer contact management systems, telecom circuit testing applications, network management, databases, policy, and procedures.
Wrote documentation and procedural manuals ensuring efficiency in incident management while promoting compliance.
Provided ongoing coaching and refresher as needed while delivering a high level of technical support across a myriad of Confidential products and services.
Managed customer relationships and expectations and ensured SLA requirements were met.
Acted as central liaison between multiple internal and external groups, customers, and partners guaranteeing the best solution is implemented with precision and as promptly as possible.
Led team in managing customer network equipment including MPLS/IP, T1/T3, WAN Ethernet, Routers, VPN, and wireless equipment.
Monitored customer interaction to ensure quality assurance, and acted as first and second level escalation contact on hot issues.

Confidential, Bristow, VA

Interim Store Manager

Responsibilities:

Managed, trained, scheduled, and supervised staffs of 10-40 employees while maintaining all operating procedures and tracking/meeting sales and shrinkage goals.
Specialized in overhaul, reorganization, and instituting policy compliance in acquired stores in preparation for hiring of new Store Management Teams.
Operated in multiple locations from Delaware to central Virginia, moving to new locations as the previous stores were made compliant to the new company’s procedures.
Successfully migrated multiple locations with all new procedures, POS systems, Loss Prevention/shrinkage, operations, and new employee hiring/.

Confidential, Manassas, VA

Store Manager, Regional Product Specialist/Buyer

Responsibilities:

Managed, trained, scheduled, and supervised staffs of 10-20 employees.
Led store to consistently post increases over last year’s sales, kept payroll spending 10% under budget, held store shrink under 1.5%, and assisted in four new store openings.
Led weekly conference call with Washington DC metro market store managers to track trending products, customer interest in upcoming artists, songs, movies, and video games, then compiled said data into a weekly report sent to buyers in the home office.
Worked with buyers to gauge appropriate product levels for individual stores based on prior sales levels and customer base.
Also researched and recommended new product lines and attended vendor shows to assess products in person.