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Phone: PHONE NUMBER AVAILABLEE-Mail:EMAIL AVAILABLEObjective: To obtain a position where I can implement learned skills and contribute to providing value. SUMMARY OF QUALIFICATIONS: Eighteen plus years Customer Service/Network Support AT&T, Inc. Eleven years manufacturing/distribution operations Motorola, Inc. Disciplined within the following (Customer Service, Logistics, Purchasing, Manufacturing, Distribution, Safety, Vendor Relations, Six Sigma) Ability to adapt quickly to new work environments, processes and operating concepts Strong communication skills/ innovative thinking/ collaborative Airline Industry exposure with regard to Emergency Planning and telecom support PROFESSIONAL EXPERIENCEAT&TArlington Heights, ILManager Customer Service Government, State of Georgia Acct. April 2009 November 2019Launched the State of Georgia voice Tier 1.5 helpdesk May 1st, 2009First 24 X 7 Support Desk; Largest Account with over 250,000 telephone ports supported; Employing eighteen contractors and fifteen full time employeesAfter Hours/weekends first level escalation support Partnered with AT&T Vendor Management Team to develop processes associated with entries to a new ticketing system Trained agents how to navigate ticketing systems, process time sheets, expectations, etc.. Supported after hours and weekend SEV 1 & 2 incidents eliminating the need for hourly support staff resulting in savings equal to 392 staffing hours monthly. Conducted monthly random ticket reviews, set and monitored expectations, resulting in quality stats going from 75% to over 95% efficiency Audit agent tickets and provide coaching opportunities where applicable Associate Manager/Project Manager - United Airlines Acct. January 2001 - April 2009 Project Managed deployment of telephone equipment to United Airlines in air-incident crash situations. Resulted in a $24,000 per month contract recognized revenue. Responder to September 11, 2001 with telecom equipment deployed to air crash sites Facilitated introductory to data course to voice management team as a result of my education at DeVry Institute of Technology. Participated in a Job Shadow exercise working with a fellow manager from Operations and Engineering in Woodstock, IL.MOTOROLA Arlington Heights; Libertyville;Harvard, ILArea Distribution Operations Manager Cellular Subscriber Group Jan 1988 Dec 1999 Promoted from Distribution Associate to Area Manager exhibiting dependability and flexibility, worked with new Six Sigma concepts and adhered to protocols as defined by management. Implemented barcode scanners on packaging lines increasing quality by over 80% efficiency Engaged prep teams to decrease cycle times resulting in 90% increase of productivity Supervised personnel in logistics and implemented a two person truck loading concept reducing cycle times in loading inventory and maintaining 100% safety standard CERTIFICATIONS Six Sigma Green Belt April 2010EDUCATION DeVry Institute of Technology 3.6 GPA Telecom Business Mgt Addison, IL 2002 SKILLS Microsoft Office Suite Customer relation skills Team oriented Energetic Multi-tasking and able to adapt quickly to change Flexible availability Collaborative (work well in team and independent environments) |
