Over my 25+ year career in a ever-changing and highly competitive technical field, I've gained proficiency managing projects, while managing others to meet goals and timelines. I pride myself with the ability to confront and adapt to the demands and challenges that presents itself as possible risks to the end goal.
TRAINING - LEADERSHIP
Instituted and supervised technical training, strengthening the knowledge and skills of the Engineering Team, responding with an improved Engineering and Operational support team across the Enterprise.
Identified new sales opportunities with major strategic clients. Presented technical solutions, aligning the products and services with the client’s technical requirements.
Managed large complex projects, leveraging Agile/Scrum Methodology to meet project milestones. Projects were achieved in part by leveraging multiple groups of internal and external resources required to develop solutions.
ORGANIZATIONAL – FISCAL - PROJECTS
Translated and administered high level corporate goals to expand network capacity into specific and measurable capital/project plans. This required careful analysis, planning, and capital planning, to implement across the region. The project met the desired corporate timelines with positive results.
CUSTOMER SERVICE - CREATIVITY
Developed action plans for customer issues, leveraging the required resources. Demonstrated good communication and encouraged a productive dialog, collecting customer feedback. Level set expectations by focusing on the customer’s concerns ensuring quick resolution.
COMMUNICATIONS – TEAM PLAYER – REPORTING - ESCALATIONS
Maintained and fostered a positive relationship with corporate, communicated on a regular basis to ensure that escalations were dealt with in a timely manner. Proactively authored root-cause-analysis reports to internal/external Managers, outlining the issue and resolution for internal distribution and escalation with vendors.
Incorporated specific strengths to develop strategic and detailed project plans used to roll up into yearly capital budgets.
METRICS – TAKE ACTION
Monitored network performance, using metrics to ensure degraded services are targeted, plan developed, and scheduled for remediation. This action resulted in timely remediation of degraded services exceeding 80% threshold which maintained value to the end customer.
IDENTIFY ISSUE – DEVELOP ACTION PLAN TO RESOLVE
Respond to the low frequency of completed projects by assessing, researching, and recommending certified project management training resulting in immediate impact, modifying approach of implementing projects through streamlined communication and collaboration.
MANAGE TEAMS – IMPLEMENT CAPITAL PROJECTS
Manage engineering teams tasked with the design and implement of capital based projects, utilizing cross-functional resources to complete the overall project scope.
METRICS – MANAGE PRIORITIES – CLEAR HURDLES
Achieved monthly revenue targets by ensuring that service orders were prioritized, while eliminating roadblocks inhibiting the successful completion of service orders.
PRODUCT MANAGEMENT – DEVELOP TECHNICAL SOLUTIONS
Contributed to rollout of new products and services by collaborating with Product Management to lead development and documentation of technical solutions resulting in successful launch of product/service supported by Operations and Order Fulfillment.
EMPLOYEE EVALUATIONS – GOAL SETTING – ESTABLISH CLEAR EXPECTATIONS
Established and communicated yearly performance goals to direct reports at beginning of fiscal year then responded to observed behaviors providing regular feedback resulting in extremely motivated team, collaborating and producing to meet project timelines.
Positioned company in association with the Building Performance Institute to provide Industry recognized onsite analysis and detailed ROI cost benefits for homeowners.
Demonstrated the benefits of energy efficiency through detailed analysis. Identify and recommend improvement opportunities along with quantified cost savings. The process educated homeowners of current issues while onsite, along with the detailed report.
Utilized comprehensive tools such as Infrared Cameras, Blower Doors, and CO2 detectors to uncover deficiencies, ensuring that building was safe for all occupants.
Collaborated with strategic business partners to assist homeowners with improved insulation and air sealing measures.
BUDGETING – FISCAL – PROJECT PLANNING
Led budgeting and project planning initiatives associated with network upgrades. Directed the implementation effort while demonstrating leadership and coordinating efforts across multiple departments.
SALES - LISTENING TO CUSTOMERS
Addressed customer’s requirements through onsite meetings, aligning the requirements with the offered products and services.
MANAGED EMPLOYEES – RMA’s - ONCALL
Provided 24/7 engineering support, organized and maintained Regional Engineering on-call rotation schedule in tandem with RMA procedure for on-call Engineers to work with vendors to cycle through defective hardware.
MANAGED EMPLOYEES – ESTABLISH DUE DATES – DEFINE EXPECTATIONS
Developed and motivated technically diverse team, focused on meeting commitments set forth by Senior Leadership while guiding each employee’s development by establishing annual training goals, enhancing skills and knowledge, while giving enterprise a competitive edge.
SALES – PRESENTATIONS - MEETINGS
Provided technical support to the Sales Team detailing Products and Services to a Tier I MSO/Cable Operator within the Northeast.
Recognized the importance of mentoring and coaching staff to reach their greatest potential while operating in a fast-paced environment
Consistently called upon to effectively develop and lead staff on operations and engineering teams.
HIRING – INTERVIEWING
Evaluated prospective employees through a detailed Interview process that includes the observation of several key attributes, including a strong technical, inter-personal, and team based skills and knowledge.
Recognized an employee’s effort when going above and beyond expectations, especially when taking the lead. Provided immediate feedback giving praise when applicable.
Maintained business continuity within a department exhibiting a high employee turnover. Stabilized and greatly lowered turnover by building a collaborative team. Created focus through the prioritization of all work activities and clear expectations.
Consistently reprioritize tasks and projects by directing resources to focus on tasks deemed necessary to meet the needs of the business.