| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Newnan, Georgia Street Address
PHONE NUMBER AVAILABLE EMAIL AVAILABLETECHNICAL PROJECT MANAGERDynamic Technical Project Manager with more than 20 years industry and military telecommunications experience.Demonstrated expertise planning and managing complex technical and IT projects for high-profile Fortune 100 customers including Bank of America, Home Depot, Best Buy, and SunTrust.Proven experience improving operations including database and program design, new technology development, and process implementation.Skilled knowledge of enterprise design, implementation, and installation of AT&T Ethernet products and services.Strong Complex Service Subject Matter Expert skills as an ordering specialist resolving more than over 900 backlogged orders.Solid military experience as a US Army Communications Manager maintaining secure operations and maintenance for International Communications Centers.Software / Application Development Network Administration Technical Support Deployment / MigrationsChange Management Consulting Technical Writing Team Leadership / Motivation Process ImprovementInventory Management Scheduling Ops Management Database Design / Maintenance TroubleshootingSubject Matter Expert Enterprise Technology Ordering Specialist Communications Data AnalysisTelecommunication Networks Performance Management Process / System Optimization IT OperationsClient Relations Software Service / Support AT&T Ethernet Services Call CenterObject-Oriented Design / Programming Customer Service Project Management Technical Product KnowledgeSenior Technical Advisor supporting all Apple Products and ServicesTranscom, Inc Atlanta, Georgia 10/2019 01/2024Apple CampaignSenior Technical AdvisorServed as Senior Technical Advisor in a supervisor capacity. Supported Apple Products and Services. Handled incoming support calls from customers requiring technical assistance with iPhone, iPad, iPod, Apple Watch, AirPods, AirPods Pro, AirPods Pro Max, iMac, Macbook Air, Macbook Pro, Office Suite, Accessibility Features. Supported Tier 1 Advisors with complex and customer satisfaction issues.Achievements:Consistently maintain excellent metrics for Customer Satisfaction, Call Handling Time, and meeting required call resolutions response time.AT&T Atlanta, Georgia 5/2009 7/2018World's largest telecommunications company.Manager, Network OperationsServed as Project / Provisioning Manager of Ethernet services supporting projects for Bank of America, Home Depot, Best Buy, and SunTrust. Developed training program for the ordering specialists.Achievements:Developed application for remote field technicians to notify managers for test circuit dispatches. Reduced missed dispatch testing opportunities by 90%.Reduced failure rate for BellSouth Long Distance Migration Project with technician complex circuit training. Lower failure rate from 70% to zero.Addressed customer's network issues delaying automation project. Created manual work-around process for network configuration saving $400,000 redesign and maintaining project timeline and received The AT&T Customer Rules Crystal AwardEstablished project metrics to track Evening Tech Team migrations, technology hand-off, complex circuit issues, and out of service and after hours escalations. Implemented work request database to assemble request, create a common format, log work, source, start and stop times, and response status.Streamlined technical work distribution enhancing communications, task assignments, and tracking local exchange new service installations. Lowered re-dispatch for incomplete work costing $350 per incident by 28% within one month.AT&T Alpharetta, Georgia 2/1997 5/2009Complex Order Engineer (SME)Led multiple location teams and served as Subject Matter Expert for system and issue resolution.Achievements:Resolved billing backlog processing issues to recover $4 million in revenue.Developed Instruction Manual and Training Course for Complex Ordering Specialist training for more than 200 contractors.Additional ExperienceCommunications Manager, US ArmyDrill Sergeant, US ArmyNetwork Configurations and Design, AT&TCandidate's Name Page 2 EMAIL AVAILABLEEDUCATIONAssociate Degree in General StudiesUniversity of Maryland, College Park, MarylandPROFESSIONAL TRAININGAdvanced Non-Commissioned Officer Military Leadership CourseDrill Sergeant AcademyTechnical Instructor/Writer CourseCOMSEC Equipment Repair/OperationsComponent Depot-Level Repair TechnicianNetwork Configurations and Design CourseAFFILIATIONSBackstreet Community Arts Board of Directors / Financial Officer, Newnan, GeorgiaCOMPUTER SKILLSMicrosoft Office 365, Microsoft Access, Tableau,Workstation, Secure Communications Data and Radio EquipmentAT&T Service Ordering and Provisioning SystemsAWARDS AND RECOGNITIONAT&T Service Excellence AwardAnnual Individual Support Bonus, ATTDistinguished Service MedalNational Defense Service MedalJoint Service Commendation Medal (2)Army Commendation Medal (5)Joint Service Achievement MedalArmy Achievement Medal (4)Good Conduct Medal (5)US Army Europe Sergeant Morales ClubUSAE Non-Commissioned Officer of the Year |
