Description
SUMMARY OF EXPERIENCE Project Management * Experience in project management, technical writing, and training development. * Logistic support including proposal preparation, logistic support analysis (LSA) documentation, documentation estimating and publication production scope, schedule and cost. * Project manager for telecom hardware-software integration, new equipment installations (network transformation), hardware-software retrofit upgrades, and equipment-systems decommissioning using service/quality gate processes. * Managed maintenance technical support process, quality assurance, and logistic support in both commercial and government/Mil-Spec environments. * Read floor plans, wiring diagrams, and schematics. * Developed telecom disaster recovery planning strategies, Organizational Business Continuity Plan (OBCP) plan steward and labor contingency planning. * Managed escalations on out of service conditions including expedites with vendors. Determined Root Cause Analysis (RCA) with provisioning and maintenance organizations. * Developed and implemented Management System Operational Control (MSOC), a productivity and performance management measurement tool to determine Efficiency, Productivity and Utilization. * Supervised 35 communications technicians performing provisioning and maintenance technical support services. Managed administrative activities: work load, attendance, time reporting, tour bids, vacation schedules, training, and performance evaluations in accordance with a union contract. Technical Writer and Trainer * Analyzed, developed and documented business process improvements. Defined process standards in Program and Project Management, Network Traffic Analysis, Operations Engineering, and Implementation and Operations. * Prepared process documents for operations: Standard Operating Procedures (SOPs), Maintenance Operating Procedures (MOPs), and Operations Level Agreements (OLAs) in commercial and government/Mil-Spec environments. * Researched, designed, and developed hardware documentation including: installation, theory of operation, maintenance and troubleshooting, illustrated parts breakdown, and preventive maintenance manuals in commercial and government/Mil-Spec environments. * Developed, produced, and delivered IVBN (Integrated Video Broadcast Network) hardware and software upgrade training videos for technicians, Tier II, and Tier III technical support. * Researched, designed, and developed training materials for computer-based training and for instructor lead training. * Researched, designed, and developed software documentation including design documentation, system level user's guides, operator's user guides, and reference materials for commercial and government/Mil-Spec environments. * Managed documentation, training, and logistic support using a service/quality gate process. Defined scope, schedule and estimated cost. HISTORY OF EXPERIENCE Senior Technical Writer and Process Analyst Core Backbone Operations, Advanced Analytics Charter Communications October 2017 to June 2018 Analyzed developed and documented business process improvements for the Charter Communications Core Backbone Operations Deployment Process Procedures for the merger of Charter Communications Time Warner Cable and Bright House Cable Networks. - Reduced deployment delivery process from 294 to under 160 process steps increasing productivity reducing redundancy and defining organizational responsibilities. Defined process standards in Program and Project Management Network Traffic Analysis Operations Engineering and Implementation and Operations. - Prepared process documents for operations Standard Operating Procedures (SOPs) and Maintenance Operating Procedures (MOPs). Wrote Operations Level Agreements (OLAs) and operations play book documents. Project Manager, Specialist Network Support Global Business Provisioning & Assurance AT&T Technology Operations Denver CO March 2005 - September 2017
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