• Call/Contact/Help Desk/Network Operations/Operations/Product Implementation/Process, center build, process engineering and reengineering, product implementation, operational strategy, organizational development and reorganization, business system requirement, application management, operations management/leadership, etc.• User Acceptance Project• Call Center Stand Up Project• Dispatch Optimization Project

• Active participant in standing up the new Fort Collins CCOE, I was the fifth Supervisor hired.• Leads and motivates a team of front line Agents taking repair and billing calls.• Responsible for supervising a team of agents that provide technical trouble shooting expertise for our Cable TV, Voice and Internet services.• Active participant in the NPS process and member of the Fort Collins NPS Elevations Committee – multiple elevations, one implemented, one currently in the top 25.• Member and active participant of the New Hire Planning, Interviewing and Hiring Team.• Delivers the GIS (General Information Session) for potential new hires.• Member of the New Employee Orientation team, and the Site Elevations Committee.

• Drove daily operations of Network Operations Center that manages the company’s flagship suite of Ethernet products to small business up to Fortune 100 customers in 14 states. • Spearheaded all management operations such as hiring / firing / training, process development, contractor, budget and escalation management, force to load, organizational structuring, and budget compliance. • Supervised an engineering team that installed, repaired, and managed a Security Services suite that included Firewalls and Intrusion Detection.• Developed a tier 1 through tier 3 Network and Provisioning Center start-up to provide Business Grade DSL Service outside of the company’s 14-state region. • Hired all staff members, developed comprehensive processes and procedures, defined system and operational business requirements, augmenting them with releases that added functionality. • Negotiated joint team requirements, chaired status and implementation meetings, and handled business unit user tool training in cooperation with systems developers and IT personnel. • Educated team concerning organizational structure, and directed the daily operations, complying with provisioning, repair and outage management service level agreements (SLA). • Partnered with multiple business units and cross-functional teams within a matrix environment, including process and project management staffs and IT functions.• Led operations for provisioning and activation, service installation support, tier 1, 2, and 3 existing service repair, and managed service outages and prepared RFO's and implemented process and operational corrective action.• Built out and oversaw network, as well as new product offerings, processes and systems implementations. • Managed vendor relationships and selected, implemented, and managed a fulfillment / inventory vendor.

• Initiated and led a cable TV network start-up’s operations center in the metropolitan areas of Chicago, Columbus, Cleveland and Detroit, including addressing all construction issues.• Oversaw the service department, scheduled and assigned installation services, and provided demand and preventive maintenance, as well as consumer equipment recovery. • Chose and managed vendors who buried the customer drops, recovered their equipment, and disconnected their services. • Provided process development and implementation, project management, system business requirement creation, implementation and enhancement. • Served as Inventory and Vendor Manager for the Chicago area, managing multiple garages and vendors, overseeing audits and performance while providing inventory management for all Chicago customer and network tools, equipment and hardware.• Handled customer contacts and developed solutions through collaboration with multiple work groups.• Built and supervised the activities of approximately 60 member union and management staff. • Monitored and audited the budget, paid invoices, and managed vendor relationships.

• Drove the International Accounting Control Department functions, managing offshore costs and revenue, reconciling all bank and General Ledger accounts, and addressing all executive inquiries.• Directed the overnight Revenue Entry / Customer Service and Operations group consisting of 30 employees performing airbill entry for tracking and revenue needs, customer service call center, dispatch, and dock operations. • Acted as Regional Recruiter for the Chicago Land area, conducting recruitment, hiring, interviewing, testing, EEOC, and community outreach functions.• Supervised the activities of pick-up and delivery drivers, dispatch and operations centers, freight handling, and consolidation of freight for transport to aircrafts. • Met staffing needs and EEOC requirements by implementing performance standards, and monitoring, mentoring, motivating, and rewarding employees.• Instituted a jobs community outreach program in Hispanic and African American communities.