Field Services Manager Resume Profile

SUMMARY

Accomplished manager of 36 years in telecommunications and data network operations fields. Mentored and effectively trained military personnel, unionized labor, multi-national teams and off shore resources. Demonstrated ability to work efficiently in fast-paced environment while focusing on service level agreements. Leading from the front, setting the example with emphasis on team building and objective achievements.

CORE COMPETENCIES

Incident Management Project/Program Management Effective Leadership Process Improvement Data Analysis Post Problem Review Quality Assurance Ticket Systems

EXPERIENCE

Network Operations Center and Quality Team Lead

Confidential

Effectively managed 2nd level technical team for complex global financial institution. Responsible for triaging call and ticket queues for 1400 weekly break/fix incidents and coordination of 20 change management events.
Chaired training and coaching of new hire technicians and shift leads in U.S., Pune, Costa Rica and Malaysia in Service Operation Activities, Processes and Functions as well as Quality Improvement Procedures. Deployed to Kuala Lumpur, Malaysia for onsite training of staff personnel
Inaugurated quality performance metrics, process and training for internal departments and managed vendor services on Maximo ticketing system. Improving metrics from 32 to 92 quality scoring.
Facilitated monthly Voice of the Client survey program, interfacing with the customer's Governance Board to identify and initiate procedures to increase customer satisfaction and production. Utilizing Lean Six Sigma practices.

Field Services Manager

Confidential

Supervised installation and repair crews for small business to enterprise telephony systems. Responsible for 40-person staff covering southeastern Michigan and largest corporations in the state.
Participated in project management and conducting site surveys for new installs, upgrades and expansions for PBXs, voice mail and internal cabling design facilities.
Coached staff in the obtainment of industry certifications and new telephony product training. Led the regional district with the highest percentage of certifications successfully completed.
Responsible for performance reviews, bonus/promotion recommendations and developed rapport with union stewards for performance improvement program and disciplinary actions.

Confidential

Maintained 1200 port Central Office facility for installation, repair and associated cable records. Providing end user training and programming.

Chaired preconstruction projects for building facilities and established standards for effective telephone requirements and future growth.

Organized highly effective maintenance support team that maintained 97 readiness for essential communication and transport equipment. Components included technical library, supply, integrated data management and layette support.

Participated in various community relation events including Toys for Tots and hurricane disaster recovery support.

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