Apr 2006 - Jun 2008
Technical Operations Manager
Accomplishments include successful implementation and launch of Commercial Voice services and complete re-engineering of fiber transport platform to a 1550 broadcast/narrowcast system. Responsible for operations for 6 systems in Colorado and Utah encompassing 8 head ends, 500,000 homes passed and 260,000 subscribers with Residential and Commercial Voice, Video and Data products. Including but not limited to Installation, Service, Maintenance, CLI. Construction Budget and Dispatch operations.
Aug 2005 - Jan 2006
District Tecnical Operations Manager
Day to day management of 85,000 subscriber system with full product deployments of Digital, Data and Voice. Reduced outage response and fix time by 50% to 70 minutes for demand and 45 minutes for maintenance. Restructured quota to reduce scheduling times to less than 48 hours. Cut truck roll service rates from 27% to 16% in three months. Began the process of moving a silo style workforce to a more universal tech approach. Institutionalized a cross functional approach to problem solving for the technical operations supervisory group.
Mar 2004 - Jul 2005
Director of Technical Operations
Responsible for all aspects of service delivery and engineering operations for 500,000 HHP's in Southern Wisconsin. Responsible areas include Dispatch, Field Operations, Engineering, Construction, Inventory, Creation and Management of 29M Capital Budget, and Quality Assurance.
Accomplishments include successfully certifying 300 nodes across 4900 miles of plant for launch of VoIP telephony; Collapsing of 120 hub sites into 80 fully digital hubs for the successful launch of Charter All Digital platform; Integrating two separate VOD platforms into one new platform across three Motorola DAC's; Launching VoIP, HD and SVOD/VOD services.
Received System of the Year honors from Communications Technology magazine as profiled in the July 2005 issue.
2001 - 2003
Director of Installation and Repair Services
Responsible for all day-to-day activities of contract and in-house installation and repair personnel for MSO delivering Video, Digital Video, Video/Subscription Video On Demand, High Speed Data, and Telephony services to commercial, municipal, and residential subscribers. Created Methods and Procedures for installation and repair process for startup company. Designed and implemented training program to certify all technicians in all products. Created and implemented productivity, quality control and MTTR (Mean Time To Repair) reporting. Long range budget development and planning, equipment selection, testing and purchase. Accomplishments include 95% completion rates for new installations. Service call rates at <0.8% per line of business and <3% against connected households.
1998 - 2001
Advanced Services Operations Manager
Responsible for all field operations for voice and data products across 2.3 million homes passed and 1.2 million subs. Designed, implemented and managed the integration process of 175 regional service and support personnel into five area systems resulting in a capital cost savings of $150,000 per month and operational expense savings of $24,000 per month. Developed a weekly reporting process that resulted in a reduction of repeat service calls and calls on installations by 53%. Responsible for planning, budgeting and management of telephony fulfillment field operations in a footprint of 2.5 million homes passed.
TECHNICAL OPERATIONS MANAGER (Promoted 1999 – 2000)
Designed and implemented the installation process for Digital Telephone Service that resulted in a 40% reduction in installation times and was adopted as a national standard operating procedure. Developed installation procedures that increased internal capitalization by 60% with no increase in internal headcount or decrease in contract labor. Responsible for day to day operations of internal and contract labor. Oversaw technical P&L and quality assurance.
ADVANCED SERVICES TRAINING MANAGER (1998 – 1999)
Developed and implemented the telephony training program for the Dallas region. Authored three modules to the national training program for telephony technicians. Developed a safety training program for field technicians that led to a reduction in preventable accidents of 60% and worker's compensation claims of 35% over the first six months. Designed and implemented CBT and web based training programs that resulted in a 20% reduction in customer contact time and a 17% rise in customer satisfaction.