Field Service Management

In depth knowledge and management experience in all aspects of Field Service operations and management. Quality Management, Subcontract Management, Schedule Management, Resource Allocation, Planning & Forecasting, Mobile Technologies.

SQL Server

Well versed in SQL Server and related SQL technologies:   Integrated Services Analysis Services Reporting Services Views Stored Procedures Triggers    

Work experience

Work experience
Dec 2004 - Dec 2012

Program Manager | Deployment Services


Crafted the business strategies, tools and training that were used by the North American Deployment Services business unit to provide the smooth on time delivery of multimillion dollar telecommunications equipment throughout the United States.

  • Reduced deployment costs by improving the resource management policies, deployment techniques, strategies, data systems and business intelligence.
  • Identified gaps in remote installation projects and implemented a mobile job progress reporting solution that generated substantial reductions in delays and downtime.
  • Doubled installation quality results by designing a Total Quality Control framework and tools that reduced failures and emphasized defect prevention and inspection.
  • Stabilized resource utilization fluctuations, refined employee level loading methods and improved backfill plans by launching forecasting tools and leading demand planning initiatives. 
  • Eliminated subcontractor billing overruns and reduced outsourced material costs by overhauling and upgrading the Subcontract Management database and associated “on demand” reports.
  • Delivered an occasionally connected Firm Price Quoting & Inventory Management solution for external partners that simplified and streamlined the quoting and inventory management process.
  • Refined, improved and delivered mobile training solutions for both internal and external labor forces that increased productivity, workmanship and craft skillsets.
  • Achieved overall Operational Awareness through a series of projects to create reporting dashboards, ETL models, SQL linked servers and improved data integrity policies.
Dec 1999 - Dec 2004

Operations Manager


Directed and managed a highly technical workforce responsible for the installation, maintenance, testing and quality auditing of complex telecommunications equipment throughout the United States.

  • Effectively interacted and communicated with internal and external teams to guarantee the successful, on time, in budget delivery of our products to meet customer deliverables.
  • Managed the Engineering, Furnish, Installation and Testing phases of nationwide telecom hardware deployment projects.
  • Proactively monitored and resolved all problems, constraints, quality issues, and risks to ensure on time delivery and high customer satisfaction.
  • Oversaw and tracked all regional project activities and took the appropriate action to mitigate negative schedule or budget impacts.
  • Supervised quality assurance processes and oversaw routine audits to ensure timely identification and resolution of quality defects.
  • Developed and deployed the first Field Operations Resource Scheduling Application (FORSA) and the associated dispatch practices and procedures.
  • Designed and implemented an employee performance tracking database for improved coaching, counseling, recognition and individual advancement opportunities.
  • Improved skill sets and developed career paths for employees resulting in higher morale and employee retention.
Dec 1998 - Dec 1999

Site Supervisor


  • Managed multiple and simultaneous installation projects at various locations in Austin, San Antonio and Houston valued in excess of $7M.
  • Worked closely with preferred vendors to establish a localized plan for rapid, high quality project completion at multiple SBC sites.
  • Oversaw contractor resolution of quality defects.
  • Instructed contracted installation crews on Tellabs and customer specific installation standards and practices.
  • Facilitated on site certification and testing for key customer accounts.
  • Prepared and enforced all General, Critical and Power Method of Procedure documents and protocols.
  • Facilitate job closing and conduct walk through with customer representatives.
  • Utilize conflict resolution skills to resolve issues with both internal and external customers.
Jun 1998 - Dec 1999

Quality Auditor

Japha (Tellabs)

  • Managed approximately 4-5 active projects consecutively.
  • Conducted in process and final installation quality audits.
  • Oversaw contractor resolution of quality defects.
  • Instructed contractor installation crews on Tellabs and customer specific standards and practices.
  • Facilitated BNC testing and BNC certification verification.
  • Supervised all critical work activities and power cuts.
  • Facilitated job closing and conduct walk through with customer representatives.
  • Prepared and submitted job-closing paperwork.
Aug 1996 - Jun 1998

Customer Service Manager

Excel Communications

  • Took a leadership role in the development of the Houston TeleServices Long Distance and Paging Department.
  • Produced incentive program to increase employee morale, attendance and schedule compliance.
  • Designed multiple SQL / MS Access database solutions driving continuous improvement to processes, systems, work flow and customer responsiveness.
  • Developed, implemented and maintained an extensive customer account maintenance database utilized by over 700 call center agents.
  • Engineered, developed and deployed an employee profile data system utilized by all call center management.
  • Lead quality team initiative to develop and implement quality compliance procedures and built the associated database for all quality observations.
  • Implemented customer account noting application and detailed procedures to ensure consistency, accuracy and a positive end user experience.


Jun 2012 - Present


Western Governors University
1991 - 1992

Computerized Accounting

Texas School of Business


Apr 2013 - Present


Jan 2012 - Present

Certification in Web Foundations

Web Foundations Associate Certificate ID: 529901
Mar 1999 - Present

Installation Quality Control

Bellcore / Telcordia
Telecom installation quality control certification. GR1275, R56, TIA