Dave Drake Email & Phone Number

Lowell, Mi, Us

Lowell, Mi, Us

Grand Rapids, Michigan, United States

• Remotely managed special telecommunication projects in Hospitality and Multi Dwelling Unit markets.• Analyzed and effectively strategized budgets, resources and vendor relationships based off industry knowledge and experience.• Developed project plan based on scope of work set by Single Digits and Customer.• Facilitate internal and external communications throughout progression of project.• Clearly communicate roadblocks and engaged appropriate stakeholders to keep project on schedule.• Provided technical knowledge to reduce project delays caused from in-flight problems. • Assisted in the training and development of fellow Project Managers and Supervisors.• Coordinated deployment of multi-gig fiber deployments with ISP partners.

• Leader in the development and implementation of the Incident Management Department.• Attended bi-daily meetings with support team leaders to review outstanding outages in their individualportfolios.• Manage incident dashboard by reviewing site outages for all brands of Single Digits across Central andNorth America.• Prioritize Network Operations Center and Brand Team Leaders in the event of network outages.• Push communication to Senior Group Leaders and Partner Leadership Teams informing of currentstatus and reason for outage.

Michigan

• Functioned as Remote Project Manager and Field Engineer during site installations and takeovers.• Managed day to day operations of portfolio’s network health, property communication and work ticket queues. • Remotely hire, train and schedule Onsite Technicians (10+). • Developed company wide standards for site documentation.• Recruited to oversee integration and training of Single Digits NOC after the acquisition of Airwave Networks.

East Lansing

• Performed LAN/WAN and CATV network support for end users. • Monitored network services and bandwidth utilization at approximately 150 properties across the country. • Proactively sought out potential degraded service issues and problem solved to minimize impact on residential customers.• Communicate with engineering and onsite technicians to identify and troubleshoot surveillance outages.• Performed on-site and remote installation support on a wide variety of networks including telecom, CATV and surveillance equipment.

• Diagnosing and repairing software and hardware problems in Apple OS X and Windows OS Install andconfigure programs on hard drives for Laptops and computers purchased by customers.• Plan and execute a variety of service strategies to reduce returns by 20% and increase revenue by15%.• Diagnose hardware and software problems; work to eliminate items such as spyware/viruses alongwith other types of malware from customer’s PCs. Repair Windows OS and OS X systems.• Train and assist with the development of staff members.• Provide solutions and remedies to customer complaints, refunds of merchandise and generalcustomer inquiries.• Audit service center and in store repairs to ensure quality for clients.• Coordinate logistics of outbound repairs to correct vendors.

Client based service interactions consultant/technician