CHAZ CROMARTIE

Experience

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  Time Warner Cable

  Oct 2008 - Jan 2011

  Field Service Technician

  ¥ Provided technical support in installing, disconnecting and maintaining audio/video systems, high-speed internet, and digital phone services in residential and business locations, educating clients on new and existing services, promoting other company services, and proposing solutions to customer issues. ¥ Collaborated with internal support offices for connection assistance in completing daily technical support, working with Dispatch to schedule work and order assignments, requesting equipment and supplies from warehouse, assigning service vehicles, while ensuring compliance with OSHA rules and regulations.¥ Interacted with customers professionally when addressing original and escalated issues, completing paperwork on reports and work order service updates accurately and on time. Show less

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  Verizon

  Nov 2011 - Nov 2013

  Telecom Technician

  ¥ Responsible for arranging and balancing technical support workloads, dealing directly with the appropriate internal and external offices in completing work assignments, identifying and meeting client requirements on installation and aftersales warranties and off-warrantee maintenance, while ensuring compliance with policies and service standards.¥ Fulfilled work orders, installing POTS lines and DSL service, maintaining premise wiring facilities, diagnosing cable problems and circuits, and performing necessary work to connect, disconnect, test, repair and maintain various types of company, consumer, or small business provided telephones and equipment.¥ Evaluated client connectivity needs for voice, data, or unified communication, and promoting company products and services to resolve customer issues. Show less

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  ICore Networks

  May 2014 - Aug 2015

  Manager of Field Engineering Services

  ¥ Responsible for meeting operational objectives, representing and promoting the company, its products and services with a knowledgeable and professional approach, while managing client accounts and relations that maximized market exposure in building a totally satisfying client experience.¥ Analyzed historical work orders and performance metrics to improve operations in daily equipment installation, planning, project management, task scheduling, and providing technical aftersales maintenance support for VoIP Phones/Network Equipment.¥ Oversaw product development programs, introducing and managing new client services based on market surveys identifying unmet client needs.¥ Built sustainable professional relationships with clients with open communications, identifying areas from improvements, and recommending system improvements using company products and services.¥ Maintained professional knowledge of technology developments and industry trends that create business opportunities. Show less

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  Vonage Business

  Aug 2015 - Nov 2016

  Manager of Field Engineering Services

  ¥ Provided strategic and tactical directions in managing daily operations, ensuring all 24/7 field services were completed to client’ specifications and quality expectations, as well as compliance with policies and procedures efficiently and cost effectively, and taking corrective actions when called for.¥ Managed client accounts, vendors and partners, building sustainable professional relationships that create a totally satisfying customer experience around company products and services. ¥ Managed a team of contracted and directly employed, installers and service technicians, collaborating with the engineering team on network design and functional coverage that meet client requirements, and with the Director of Service Delivery to ensure compliance with budget constraints, while managing field service vehicles and resources¥ Managed vendors and contractors to ensure 3rd party deliverables meet order specifications on time and within budget.¥ Analyzed performance metrics, finance data, and vendor performance to identify areas for improvement, contain operating costs, prioritize on available internal and external resources.¥ Reviewed Field Service Scope of Work plans, recommending improvements that maximized use of service resources. Show less

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  Innovative Therapeutic Services, LLC

  Dec 2016 - now

  Telecommunications Specialist

  • Maintain complete control and responsibility for the entire installation and implementation process for new telecom projects• Review all project documentation and conduct vendor meetings• Facilitate conference calls and/ or on site tasks for key milestones such as Site Surveys, Network Installs, Circuit Testing, Network Cut over, etc.• Provide coordination of internal and external resources to ensure a successful installation, implementation and resolution of any post cut over deficiencies, including, but not limited to, the coordination of hired contractors and outside vendors• Serve as the first level operational escalation point for all reported telecom related issues• Engage Voice and Network architecture engineers to provide applicable network diagrams• Provide professional consultation on hardware, software, and network solutions to effectively meet the company’s needs• Order telecommunication services - Circuits, POTS lines, and porting.• Additional responsibilities as position requires Show less

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  DC09, LLC.

  Jan 2018 - Aug 2018

  Field Service Manager

  • Manage software, equipment, sites, events and relationships with the District of Columbia lottery Board personnel• Manage the administration and personnel dedicated to installing/maintaining state-of-the-art lottery and telecommunication equipment in accordance with the highest levels of customer service and procedural efficiency.• Track, document & analyze performance metrics of the Field Service, Call Center & Operational Support teams to ensure all SLA obligations are met.• Manage warehouse inventory/staff, as well as all shipping, receiving and repair processes to ensure equipment is field ready prior to deployment.• Manage all software and patch deployment in order to mitigate customer downtime. • Communicate corporate objectives and values to field personnel in order to foster an enthusiastic team attitude and positive company image.• Manage projects from initial customer contact to completion while exceeding customer's expectation• Track, support and improve processes to reach team goals such as preventive maintenance, consumable delivery and SLA response times. Show less