An outstanding leader with a capacity for driving results, planning and coordinating multifaceted operational functions, including business strategy, finances and marketing. A leader who took each associates suggestions seriously, making each employee feel that their input mattered. Solid foundation in all technical aspects of the telecommunications industry with a background as Splice Service Technician. This included the installation, repair and maintenance of FTTH, HSI, T1, T3, MUX, copper and Fiber. Strong background guiding, coaching and mentoring top-notch, technically skilled teams and managers. Excel’s at partnering with senior management and associates of cross-functional departments to develop policies, procedures and strategy and ensure all employee activities align with corporate goals.

COMPANY	POSITION HELD	DATES WORKED
Verizon	Local Manager/ Trainer	4/2003 - 6/2016

SCHOOL	MAJOR	YEAR	DEGREE
Greenfield Community College	Electrical Engineering		Associate Degree

Highlights:

• Instrumental in Lead Manager role entailing resolution of high-stress cable failures encompassing multiple departments within deadline and without escalation. • Conceived and implemented instructor-led DSL class with 15+ training stations at local work location attended by 100+ technicians over one week, mitigating need for travel and overtime and saving more than $100K. • Served as Lead Manager for service improvement and HSI development for Commonwealth of Massachusetts mandated case entailing all wire centers in Western Massachusetts, decreasing trouble report load by 20%. • Acted as on-call point of contact (SPOC) for FEMA area-disaster recovery during 2008 ice storm and 2011 Hurricane Irene. • Partnered with construction, and engineering department on asset-restoration projects entailing consolidation and removal of low-build copper cables. • Hand-selected as Lead Safety Team Manager for Central/Western Massachusetts area, implementing new processes and organizing hands-on safety class that addressed and decreased accident rate by 15%. • Key in improving quality and productivity by 10% by addressing issues causing low-performing individuals and work groups. • Successfully resolved customer complaints and service issues considered to be chronic, boosting customer-satisfaction numbers to 95.3%. • Developed training programs internally to make sure all of the technicians were proficient working with the technologies that we offered. • Improved employee morale and customer experience. • Developed and implemented mid-year and year end performance evaluations.

Companies I like:

Verizon, Frontier Communication, Eversource Power, National Grid, Green Mountain Power.

• expierenced
• driven
• savy
• results

Operations Manager/ Technical/Safety Coach, 3/2003 – 5/2016 Directed all aspects of telecom operations. Supervised, trained, motivated and mentored top-notch teams of managers and technicians, many with limited or no technical background. Assisted field technicians with telecom systems and equipment installation, maintenance and repair. Consistently maintaining outstanding productivity, safety and quality levels by ensuring technicians/managers adhered closely to Verizon work standards and industry regulations. Oversaw the Absence Management Plan, maintained records of employee absences and monitoring sick days. Addressed issues regarding unionized employees’ adherence to negotiated work standards and rules. Partnered with other managers in resolving customer complaints, along with technical, quality and safety issues. Coached non- traditional wire line employees during the 2016 strike, ensuring that all safety and quality standards were met. Also instructed these same employees on the technical aspects of repair and installation of telephony lines and equipment.