Experience

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  Windstream

  Mar 2011 - Aug 2016

  Lead a group of 12 direct reports through overall management of the trouble ticket lifecycle for this nationwide enterprise-level telecommunications service provider.• Coordinated staffing, technical improvements, hiring, performance reviews, disciplinary actions, and terminations• Conducted bi-annual performance evaluations, employee shadowing sessions, quality evaluations, and monthly one-on-one conversations• Audited staff performance on a weekly basis to ensure consistent quality• Drove Net Promotor Score (NPS) improvement and reduced MTTR resulting in increased customer satisfaction and retention• Collaborated with IT to develop and implement trouble ticket automations, improving efficiency, MTTR, employee morale, and customer experience• Collaborated with upper management, peers, leads, and technicians to identify strategic objectives to improve efficiency and SLA Show less Lead a group of 17 direct reports in a contact center staffed with 60+ Tier 1 service reps, providing training, coaching, on-call assistance, and trouble escalation.• Drove recruiting activities and headcount management as well as succession planning; oversaw entire life cycle of the hiring process for the department• Improved customer satisfaction levels by training service reps in interpersonal, communication and problem-solving skills with emphasis on high service levels during peak business hours• On-boarded new hires and oversaw 90-day introductory period, training and coaching them to meet performance objectives by the end of this term• Ensured team met daily Service Levels, ASA, and quality metrics• Facilitated departmental process and training enhancements to meet internal objectives and provide an improved customer experience• Managed scheduling, time off requests, and attendance to effectively reach organizational objectives and departmental service level Show less

  • Manager, Enterprise Repair Center (NOC) - Transport/POTS

    Nov 2013 - Aug 2016

  • Supervisor, Enterprise Repair Center

    Mar 2011 - Nov 2013
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  Lightower fiber networks (acquired by crown castle)

  Aug 2016 - Sept 2017

  Shift manager, network operations center (noc)

  Hired, supervised, developed, and mentored a group of 10 direct reports into becoming proficient at providing immediate responses to internally and externally escalated tickets. Collaborated regularly with senior management to identify strategic objectives to increase technician efficiency and drive customer satisfaction. Established a high-performance culture in which career pathing and one-on-one conversations led to better-than-average call center retention numbers and a self-motivated workforce.• Oversaw hiring, training, management, mentoring, career pathing, bi-annual evaluations, and one-on-one conversations• Executed various aspects of employee management & development, including interviewing and counseling/mentoring• Drove MTTR, NPS, quality of technician work, and employee engagement• Provided immediate response to internally and externally escalated tickets• Provided timely outage status communication from the field to affected customers and internal teams Show less

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  Crown castle

  Sept 2017 - Sept 2021

  Fiber project engineer

  Designed and delivered optical fiber circuits and rings to support enterprise and wireless customer requirements. Spearheaded a network optimization project, managing stakeholders and vendors to recover numerous fiber assets for re-use, saving the company significant cost.• Proposed and designed network augmentation builds as required, including new cables and overbuilds• Designed optical fiber circuits and rings to support enterprise and wireless customer requirements• Engineered fiber routes and created splice package documentation for outside plant contractors• Provided remote support to outside plant and splice crews to isolate and resolve fiber outages• Created/maintained accurate OSP Fiber and circuit database records, including splice enclosures and fiber termination panels• Input construction and splicing as-built documentation into the GIS database to maintain accurate records• Provided operations and provisioning teams with final DLR’s, OTDRs, and power meter tests for project closeout• Analyze and input construction and splicing as-built documentation into GIS database to maintain accurate records Show less

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  Greenlight networks

  Sept 2021 - Jun 2023

  Project manager, engineering & pre-construction

  Responsible for all pre-construction design and preparation activities for new service areas. Ensured that multiple project milestones were met on time and on budget. Oversaw the timely completion of comprehensive construction packages for handoff to third-party construction team. Despite the company's favorable trajectory and numerous projects in the queue, my position was eliminated as part of a widespread restructuring plan.• Responsible for the in-house design/orchestration of new service areas, working in close partnership with the OSP engineer• Credited with effectively managing the company’s “moving parts” scenarios with professionalism and on-time deliverables• Oversaw milestones including pole licensing, make-ready construction completion, state/county/local permitting, and easement obtainment• Fully engaged project team members and contractors, influencing them to take accountability and encouraging careful use of resources• Planned future service areas and mapped out timing of required milestones; identified and mitigated potential risk factors• Applied expertise in aerial infrastructure design/build, cited routinely for precision and creativity • Prepared rigorous cost analyses for finance to secure funding for project builds • Coordinated with various internal stakeholders to ensure that key deliverables were produced on time• Conducted post-mortem analyses that identified opportunities for process improvement• Identified permitting and easement requirements and coordinated obtainment with internal teams• Performed cost analyses to determine if new service areas would be financially worthwhile to pursue• Coordinated with utility pole licensing and make ready teams to ensure legality of poles prior to construction• Planned with internal drafting teams to complete accurate construction prints for field crews Show less

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  Paychex

  Sept 2023 - Jun 2024

  It infrastructure project coordinator (contract position through teksystems)

  Supported development of an operational strategy resulting in a five-year plan for IT infrastructure obsolescence and measurably reduced the overall footprint of servers and technologies nearing obsolescence for one of the nation’s largest payroll services providers.• Analyzed and compiled data to create a “big picture” and identified priorities to promote successful management of obsolescence dates and dependencies• Directly engaged and collaborated with IT partners/consumers across the organization to develop plans for obsolescence management• Conducted thorough research, validation, monitoring, and tracking to ensure accuracy and completeness of data• Tracked project progress and performance to ensure successful completion of short and long-term goals• Performed risk management to minimize potential obstacles that would impede progress of timely server decommission• Leveraged agile tools to support functional projects as well as agile projects worked in collaboration with the enterprise program office• Reduced obsolete server footprint by 20% over eight months thereby mitigating security risk, preventing outages, and saving cost Show less

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  Paychex

  Sept 2024 - now

  Technical project coordinator/it business analyst (contract position through teksystems)

  Provide project support and business analysis functions for Sales and Marketing applications including SalesForce, Oracle Commerce Cloud, and Oracle CPQ.• Collaborated with cross-functional teams to define system requirements, user stories, and functional specifications for software and business process improvements.• Served as a liaison between business stakeholders, project teams, and IT departments, translating business needs into technical requirements.• Coordinated cross-departmental teams, ensuring smooth collaboration and communication between stakeholders, vendors, and development teams.• Engaged with key stakeholders to gather feedback, validate requirements, and ensure the final solution met expectations.• Conducted detailed business requirements gathering, analysis, and documentation for new and existing projects, aligning solutions with stakeholder objectives.• Streamlined project management processes by implementing agile methodologies, improving collaboration and delivery timelines.• Assisted in resource allocation, prioritization, and task delegation to meet project deadlines and goals.• Identified opportunities for continuous improvement through analysis of project outcomes, and proactively recommended solutions to increase operational efficiency. Show less