Alex Gemma Email & Phone Number

Warwick, Ri

•Held several positions of increasing responsibility in the field operations organization•Actively leveraged our KPIs and coaching tools with my leadership skills, technical abilities, and business acumen, to align garage and employee goals and values with Verizon's strategy and vision.•Lead a crew split between two garages.•Recognized on 10/22/2018 for leading an initiative to redesign the Field Operations Manager as a phase 1 area with my peers, which resulted in a 4.1% productivity improvement.•Recognized for performance excellence (driving compliance results) on 6/20/2017.•Weekend and night management "duty" coverage to ensure outages and broken poles / cut cables repaired and services restored quickly.•Helped lead Network Operations Center during 2016 Work Stoppage.•While in the Taunton garage, drove improvement of Large Business Mean Time to Repair from 5.11 hours in November 2015 to 3.04 hours in December 2015 versus the objective of 4.00 hours.•Regional Staff Support (3 month assignment) -Researched and analyzed SE MA and RI large business results and data to identify key drivers. -Provided coaching to local managers and area managers about how we could have prevented missed installs, and completed repairs the day before. -Communicated throughout the day and met with the field and the center teams to facilitate engagement and cooperation to drive improvement in the culture and behaviors needed to beat the MTTR and CDD objectives. -Drove Large Business CDD (installed by the date promised to our customer) improvement in the SE MA and RI region from 90.5% in August 2015 to 98.5% in October 2015 versus the 98% objective. -Drove Large Business Mean Time to Repair improvement in the SE MA and RI area from 4.46 hours in August 2015 to 4.04 hours in October 2015. -Assisted with VP weekly staff call preparation and organizational reviews.

Providence, Ri

•Held several positions of increasing responsibility in the tech support organization•Effectively leading, motivating and developing teams of technicians and analysts•Improved team members’ productivity, quality, and customer satisfaction rating•Helped improve center average call time by 10% and first call resolution by 7%•Member of a Verizon Lean Six Sigma team improving on time install rate, that resulted in a savings of $1 million per year.•Member of a national initiative to reduce unproductive dispatches•Collaborated with peers to develop home/office network training for the Providence and Boston centers (111 technicians)•Delivered the network training in the Providence center (64 technicians) and trained a peer to deliver the training in the Boston center•Center SPOC for VOIP cut-over from legacy ACD phone system and trained technicians on VOIP software.•Assisted with the opening of new center in Charleston, WV•Point of contact for field technicians during the roll out of a new FIOS product in Attleboro, MA•Data mining, report creation to save time and identify coaching opportunities at employee, team, and center levels•Used a balanced scorecard to evaluate and provide feedback to employees•Supported and indirectly supervised up to 240 analysts/technicians•Managed offline and online work, schedules, attendance, and time off•Handled escalations from customers and resellers

Providence, Rhode Island Area

Technical support solutions, including the following:- Network solutions- Diagnosing and solving software and hardware issues- Data recovery- Web development (PHP, ASP.NET, JavaScript, PHP)- Software development (C, Java, VB)- Database management (SQL)- Online marketing management

Master'S Degree, Cyber Security

Graduate Certificates, Cyber Security And Computer Forensics

Master Of Business Administration

Bachelor Of Science, Business Administration