SUMMARY:

• I is a result oriented, hands - on professional, wif accomplishments in Project Management, and in teh Telecommunications Industry.
• I have a robust background in Project Management, Client Experience, QA, BCPL, and Customer Service, wif a focus on providing teh customer wif teh highest quality of service available.
• I always want to improve myself by learning and working on new projects.

STRENGTHS:

• Team Leadership
• Outstanding Communication Skills
• Team Player
• Detail Oriented
• Business Continuity Planning
• Planning & Implementation
• Data Processing
• Data Mapping/Managing
• Desire to Learn
• End-to-End Business Process
• Application Testing
• versight and reporting
• Planning, Testing, and Recovery
• Tracking compliance & remediation strategies
• Network Integration
• business resiliency planning and testing
• Access Control/Video Surveillance/Intrusion systems

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte NC

Quality Assurance, IT Manager

Responsibilities:

• created business continuity plans for integration for a client’s ticketing systems, internal administration network access for teh leadership team.
• Worked wif vertical and horizontal teams on teh client side to complete teh needed tasks wifin teh given timeline.
• Ran a SOC for 9 FTEs dat supported a 5k+ VDI device deployment for teh retail side of a Financial Institution for all branches in teh US.
• Managed teh technical bridge dat supported teh field technicians and teh Clients PM team.
• Responsible for installation, data security (Media), Technical support, and decommissioning of teh old equipment. dis project was completed successfully on time (Almost 1 month early - $2MM Project)
• Personally, handled field escalations dat require a Sr. Tech, or to handle onsite technical issues of sensitive matters dat need to be addressed ASAP.
• Trained a Team to handle projects dat require large scale support and managed them while onsite across teh country and world.
• Hired/Managed FTE(s) located in areas of high-ticket volume requests for Sitehands to complete. dis team works on BAU/BreakFix Tickets dat have short notice requests from our clients.
• Hired, trained, and managed dis team remotely.
• I was tasked wif starting, developing, and managing a new department dat is completely focused on providing teh client teh highest quality of service possible. I worked wif teh client’s internal stake holders on creating and executing teh needs of each client.
• Provided all new clients wif a “White Glove” experience on projects brought to us. Made sure to handle all of their needs, managed teh clients ticketing request, and projects to completion as they come in.
• Worked wif teh client to create an execution plan dat provides them wif teh service they require and need.
• Worked on making sure all details are covered and are managed from start to finish.
• Worked wif all internal Sitehands departments to ensure teh client was supported correctly.
• Transitioned teh new Client to teh appropriate department to continue dis high quality of service.
• Clearly understood teh needs of each customer and ensured dat teh Sitehands teams had extensive training to support all of teh new customer’s needs.

IT Operations Manager

Confidential

Responsibilities:

• Managed performance metrics and provider management processes to drive action.
• Responsible for teh execution of end-to-end processes dat support teh growth of teh business by managing risk and providing oversight into teh operational controls.
• Aided in teh development & implementation of core operational metrics & dashboards.
• Provided input to provider performance and suggestions regarding improvements needed to best meet customer expectations.
• Monitored service operations ticket volumes and projections by partnering wif Sales and Service Delivery teams to ensure staffing is adequate and well trained.
• Tracked provider performance metrics and monitor general performance/professionalism, arrival times, revisit requests.
• Ensured compliance to SLA's, supplier arrival time and revisit requests.
• Partnered wif teh Provider Management to address issues daily.
• Managed performance metrics to meet and exceed customer expectations, provide feedback to providers; partner wif Provider Managers, mentor direct reports and conduct performance evaluations.
• Participated in teh recruitment and hiring of key resources to support operations in a 24/7 environment.

Confidential . Garner NC.

Corporate Operations Manager

Responsibilities:

• Worked wif each Local Manager to manage their metric numbers, and how to maximize teh Techs production and quality of work.
• Oversaw our contract wif teh cellular insurance company Asurion to conduct cell phone screen repairs in over 30 markets, in which we completed 200 plus repairs a day.
• Corporate Trainer for Asurion screen repairs. I trained and certified all new techs to be able to complete work on all Verizon and AT&T cellular phones and conducted classes on all new devices to repair.
• Assisted wif teh newest division ExpressTech as it launched. dis has more than 70 Technicians completing work daily.

Confidential, Raleigh NC

TWC/Charter Business Class CMT/QA Regional Supervisor

Responsibilities:

• Coordinated and managing all Business Class contracting companies’ management, and owners.
• Oversaw all installers, technicians, and construction business partners, which exceeded 200 workers.
• Worked wif all internal TWC Business Class Employee's Supervisor's and Manager's throughout North and South Carolina.
• Supervised a Team of Business Class Quality Assurance Techs.
• Covered all TWC Business Class systems for North and South Carolina, which include Raleigh, Charlotte, Greensboro, Fayetteville, Wilmington, Myrtle Beach, Hilton Head, and Columbia.
• Oversaw 20 plus tech's daily workloads and resolved customer concerns/issues.
• Managed manpower and routed teh workloads for each tech, both on a daily and monthly basis.
• Created daily, weekly and monthly reports.
• I trained, educated and evaluated technicians in teh field as needed to proper safety and work practices.

Maintenance Technician III

Confidential,

Responsibilities:

• Troubleshot and repaired Coaxial/Fiber plant, maintained system requirements per FCC regulations, and other government organizations.
• Setup and maintained rack mounted network systems, also I maintained Fiber hub locations, including extensive documentation on signals, and equipment health.
• Updated system mapping and worked in a 24 Hr. on-call schedule environment.
• Proficient in using specialty instrumentation, including Fusion Splicers/RF Meters/O-TDR’s/ TDR’s/Locator’s/Network Test Equipment, and Signal Analyzers.
• Trained employees on how to use test equipment, troubleshooting methods, and customer service.
• I Setup and managed small, and large businesses phone, internet, and wireless network systems.
• Setup and managed, Coaxial, Fiber, and PRI Phone systems.
• Worked wif other departments on special projects dat over lapped wif Business Class projects. I Preformed customer contracts, customer service, and sold new products, and upgrades.
• Received Certificate, Utility Pole Climbing,Pole Maintenance, and safety. Received Certificate 2005