Daniel White Email & Phone Number

Chicago, Illinois, United States

Incident, Problem and Change Management

Greater Chicago Area

Led the service assurance to existing business customers, collaborating with a variety of Lumen (formerly CenturyLink) teams to improve clients’ Wavelength, MPLS, Internet, and VOIP and TDM Voice services and quickly resolve outages. Documented and reviewed service performance reports with clients, identifying improvement opportunities and action plans. Ensured service maintenance activities aligned with customer needs and expectations.

Greater Chicago Area

Attended 13 classes, achieved 3 certifications, made 300+ connections, researched technical job markets.

Downers Grove / Chicago Area

Led and developed 20 technicians in the coordination of installation, maintenance and repair work at customer premises and at long distance and local offices in the territory. Facilitated multiple weekly calls with 15+ field managers and my technicians, reviewing upcoming work in the 13 to 17 states and availability of the 350+ field technicians, and working on improvement opportunities. Conducted employee performance appraisals. Directed the response to myriad priority dispatch… Show more Led and developed 20 technicians in the coordination of installation, maintenance and repair work at customer premises and at long distance and local offices in the territory. Facilitated multiple weekly calls with 15+ field managers and my technicians, reviewing upcoming work in the 13 to 17 states and availability of the 350+ field technicians, and working on improvement opportunities. Conducted employee performance appraisals. Directed the response to myriad priority dispatch requirements in the territory from customers, account teams and project managers in day to day operations.• Hired eleven employees and facilitated creation of a highly effective team to additionally assume much of the work of another, closed dispatch center.• Improved the outage ticket handling time by 57% with efficiency tools, process enhancements and focused reports and coaching.• Developed process changes and reports to improve dispatch commitments to 98%, greatly enhancing customer satisfaction.• Automated 50% of the manual dispatch assignments by helping develop system requirements and implementing process enhancements in collaboration with peers.• Refined wireless survey product with marketing, sales, technical, operations and training personnel to roll out a revenue dispatch service with subsequent wireless service revenue. Directly managed over 700 completed surveys across the U. S.• Developed objective performance measurements with regular reports for the dispatcher position, focusing employees' motivation to achieve organizational success.• Created individual development plans with each employee to motivate and track their competency growth.• Scheduled employees to minimize overtime and consistently exceed budget expectations while maintaining an excellent level of support 24 x 7 x 365.• Led task team of field managers and dispatchers to identify and implement new procedures to enhance service and improve overall organizational performance. Show less

Downers Grove / Chicago Area

Led and oversaw teams of 16 – 22 technicians in the installation, maintenance and repair of systems, environmental equipment and services at several long distance and local central offices, and at customer premises. Managed outside vendor contracts for site activities. Managed dynamic expense budgets. Developed and promoted technicians. Conducted employee performance appraisals.• Expanded acumen rapidly in additional management competencies to assume additional and broader… Show more Led and oversaw teams of 16 – 22 technicians in the installation, maintenance and repair of systems, environmental equipment and services at several long distance and local central offices, and at customer premises. Managed outside vendor contracts for site activities. Managed dynamic expense budgets. Developed and promoted technicians. Conducted employee performance appraisals.• Expanded acumen rapidly in additional management competencies to assume additional and broader accountability during significant operations contraction.• Facilitated technicians’ competency expansion to assume wider variety of work, enabling greater flexibility in work assignments and subsequent efficiency gains.• Carried out force reductions compassionately. Coached and mentored reduced workforce to maintain morale and excellent operational support. • Ensured myriad projects in my dynamic realm of responsibility were completed on time and within budget. Show less

Downers Grove / Chicago Area

Directed and coordinated 11 – 16 mobile technicians in the installation and repair of voice, data and networking equipment and services at customer premises. Interviewed and hired technicians. Developed technicians’ customer service skills as well as technical competencies, with training and coaching. Conducted employee performance appraisals. Tracked mobile test equipment and tool assets.• Played a leading role in developing a dispatching tool that evolved into a primary operations… Show more Directed and coordinated 11 – 16 mobile technicians in the installation and repair of voice, data and networking equipment and services at customer premises. Interviewed and hired technicians. Developed technicians’ customer service skills as well as technical competencies, with training and coaching. Conducted employee performance appraisals. Tracked mobile test equipment and tool assets.• Played a leading role in developing a dispatching tool that evolved into a primary operations system nationally, still being expanded through two mergers. • Developed the centralized dispatching process with peers from other major domestic city operations. • Led the team of technicians that implemented the Federal Aviation Administration network of the time in the Chicago area that delighted the FAA personnel.• Implemented the in-sourcing of managed services equipment support in the Chicago area, contributing greatly to the improved customer service and realized cost savings.• Received Ring of Champions and Peak Achiever Awards for leadership of a cross functional team, including customer representatives. We demonstrated the need for stress testing of T1s during the installation process for improved customer satisfaction and service quality, and standardized it company-wide. Show less

Downers Grove / Chicago Area

Directed, coordinated and oversaw ~ 10 technicians in the delivery and repair of private line voice and data circuits through this period of tremendous expansion and change. Interviewed and hired technicians. Developed and promoted technicians. Conducted employee performance appraisals. Met with and responded to Sales and Account Team personnel. Accountable for operation of digital cross connect and frame relay systems. Managed outside vendors’ installation and repair services.… Show more Directed, coordinated and oversaw ~ 10 technicians in the delivery and repair of private line voice and data circuits through this period of tremendous expansion and change. Interviewed and hired technicians. Developed and promoted technicians. Conducted employee performance appraisals. Met with and responded to Sales and Account Team personnel. Accountable for operation of digital cross connect and frame relay systems. Managed outside vendors’ installation and repair services. • Managed explosive growth and maintenance of digital cross connect and frame relay systems at this major network site.• Attended all Quality Improvement and Process Management classes, and helped roll out the Customer Focused Management quality program in the territory. Show less

Downers Grove / Chicago Area

Represented Network Operations in the long range network plan for the Chicago area. Monitored, tracked and reported all status and activity concerning the Chicago Fiber Ring, including transmission capacity, restorability, utilization and construction. Worked with Network Administration and Transmission Systems Engineering groups to ensure local issues were addressed. Planned floor space utilization for equipment growth to support all products in the Downers Grove facility.• Attained for… Show more Represented Network Operations in the long range network plan for the Chicago area. Monitored, tracked and reported all status and activity concerning the Chicago Fiber Ring, including transmission capacity, restorability, utilization and construction. Worked with Network Administration and Transmission Systems Engineering groups to ensure local issues were addressed. Planned floor space utilization for equipment growth to support all products in the Downers Grove facility.• Attained for Chicago the first long distance automatically restoring fiber ring, utilizing state of the art Synchronous Optical Network equipment, protecting all of the Chicago traffic.• Successfully managed the removal of old switch, etc. equipment to allow installation of the new Frame Relay and ATM routing technology equipment. Show less

Downers Grove / Chicago Area

Installed, maintained, and repaired multiplex equipment in Midwest area. Rapidly developed technical acumen among my peers. Assumed leading role ensuring readiness and response to major transmission outages through restoration planning.• Received Excellence in Service Award for leadership improving network reliability in the Chicago network.• Received two Quarterly Truly Outstanding Performer Awards for outstanding quality and commitment achievements.

Landstuhl, Germany

Maintained and repaired FRC-162 radios and associated digital multiplexer equipment. Also cross-trained and supported Tech Controllers and Satellite Earth Station Repairers at this station.

Associate Of Science (As), Electrical, Electronic And Communications Engineering Technology/Technician

Various Certification Courses, Itil V3 Foundations, Pmp/Capm Pro, Comptia Network, Lean Six Sigma, Ms Visio Pro, Ms Project