Dustin Torrey Email & Phone Number

Charlotte Metro

Post the M&A of CentricsIT PMO Office into the Park Place Technologies Family, I have continued to Buld out the new Technical QA & Control Management Department at Park Place Technologies. I am focused on streamlining current Internal and Technical processes for our onsite Field Engineers and I’m working on the creation of new ones and creating easy to use template forms for the PMO team. I also review all SOWs that have been submitted from the sales department to Design for PMO and redline any outstanding issues found in them to protect the company from putting itself into a bad position or not being able to complete the client request in the SOW. I manage PMO escalations and work with PM/Sales/leadership to complete RCA’s for all escalations. I travel to clients sites and complete the Proof of Concepts (POC’s) and then create Technical Runbooks to be used by future Field Engineers for specialized Projects and Programs. I will personally handle onsite escalations if needed for projects and liaison larger complex projects onsite worldwide to help provide the client with a great experience.

Charlotte Metro

I have been tasked with creating the new Technical QA/Control Management department at CentricsIT/Park Place Technologies. I am focused on streamlining current Internal and Technical processes for our onsite Field Engineers and I’m working on the creation of new ones and creating easy to use template forms for the PMO team. I also review all SOWs that have been submitted from the sales department to Design for PMO and redline any outstanding issues found in them to protect the company from putting itself into a bad position or not being able to complete the client request in the SOW. I manage PMO escalations and work with PM/Sales/leadership to complete RCA’s for all escalations. I travel to clients’ sites and complete the Proof of Concepts (POC’s) and then create Technical Runbooks to be used by future Field Engineers for specialized Projects and Programs. I will personally handle special onsite “White Glove” project for clients when requested, and provide onsite escalations as needed for projects and act as a liaison on larger complex projects onsite worldwide to help provide the client with a great experience.

Charlotte, North Carolina, United States

I run the ITAD (Information Technology Asset Disposition) Delivery Department at CentricsIT. I manage a team of Project coordinators that complete 3-5M worth of Program/Projects per year across the world. I manage an international team of W-2 employees that report to me. My team handles complex and Data sensitive projects for fortune 500 company managing to all R2, ISO 9001/ISO 14001/ISO 45001 standards for Data destruction, and recycling. My team also handles Data Center lift & Shifts (any where in the world) including coordinating technical resources and logistics to move the equipment to its new location either domestically or internationally.

Charlotte, North Carolina, United States

I have traveled internationally to run the Network Command Center for Barrister in Europe. I run the day-to-day operations of a 24/7 office. I manage a team of 160+ employees in 7 departments (Service delivery, PMO, Customer Satisfaction, Technical Support, White Glove, Office Administration, and Learning Management Systems). My team and I handle all aspects of Client requests from end to end. This includes escalations, technical issues, and client leadership weekly calls to name a few. I also oversee process improvements to the Barrister Platform and Technician App. I have created and implemented and new employee career path with tests for each step of the employee’s growth at Barrister.

North Carolina, United States

Charlotte, North Carolina Area

I manage multiple segments of technology at Sitehands including Data Enhancement to the Sitehands platform with a focus on streamlining data quality, integrity and how to access it. I also manage specialized projects that need a Technical SME for some of the largest, and most demanding Financial Clients in the industry.Managed Services Team:• Created a business continuity plan for integration for a client’s ticketing system, internal administration network access for the leadership team. • Worked with vertical and horizontal teams on the client side to complete the needed tasks within the given timeline.Hiring Manager/IT Managed Services Manager: • Managed, trained, and supported a Desktop Support Team of 32 FTE’s/ 3 Leads across North America for a program for the world’s largest Insurance company – ($5MM yearly engagement).Sr Project Manager- Hardware Equipment Deployment: • Ran a SOC for 9 FTEs that supported a 5k+ VDI device deployment for the retail side of a Financial Institution for all branches in the US. • Managed the technical bridge that supported the field technicians and the Clients PM team. • Responsible for installation, data security (Media), technical support, and decommissioning of the old equipment. This project was completed successfully on time (1 month early - $2MM Project)SR Field Support: • Handled field escalations that require a Sr. Tech, or to handle onsite technical issues of sensitive matters that need to be addressed ASAP. • Trained a Team to handle projects that require large scale support and managed them while onsite across the country.Launched a new department for Sitehands (Territory Technician): • Hired/Managed FTE(s) located in areas of high-ticket volume requests for Sitehands to complete. This team works on BAU/BreakFix Tickets that have short notice requests from our clients. • Hired, trained, and managed this team remotely.

Uptown Charlotte Nc

I was tasked with starting, developing, and managing a new department that is completely focused on providing the client the highest quality of service possible. I worked with the client’s internal stake holders on creating and executing the needs of each client.• Provided all new clients with a “White Glove” experience on projects brought to us. Made sure to handle all of their needs, managed the clients ticketing request, and projects to completion as they come in. • Worked with the client to create an execution plan that provides them with the service they require and need. 1. Worked on making sure all details are covered and are managed from start to finish. 2. Worked with all internal Sitehands departments to ensure the client was supported correctly.• Transitioned the new Client to the appropriate department to continue this high quality of service.• Clearly understood the needs of each customer and ensured that the Sitehands teams had extensive training to support all of the new customer’s needs.

Uptown Charlotte Nc

I managed a highly skilled Team of Analysts that work directly with our clients in a 24/7 operations environment. • Managed performance metrics and provider management processes to drive action. • Responsible for the execution of end-to-end processes that support the growth of the business by managing risk and providing oversight into the operational controls. • Aided in the development & implementation of core operational metrics & dashboards. • Provided input to provider performance and suggestions regarding improvements needed to best meet customer expectations. • Monitored service operations ticket volumes and projections by partnering with Sales and Service Delivery teams to ensure staffing is adequate and well trained. • Tracked provider performance metrics and monitor general performance/professionalism, arrival times, revisit requests. • Ensured compliance to SLA's, supplier arrival time and revisit requests. • Partnered with the Provider Management to address issues daily. • Managed performance metrics to meet and exceed customer expectations, provide feedback to providers; partner with Provider Managers, mentor direct reports and conduct performance evaluations. • Participated in the recruitment and hiring of key resources to support operations in a 24/7 environment.

Garner Nc

I managed all day to day operations of the Installation for Dish Network for 14 Offices with 6 local managers which provide work to upwards of 200 (1099) Satellite Technicians from our Washington DC office, all the way down to Atlanta GA office.• Worked with each Local Manager to manage their metric numbers, and how to maximize the Techs production and quality of work. • Oversaw our contract with the cellular insurance company Asurion to conduct cell phone screen repairs in over 30 markets, in which we completed 200 plus repairs a day. • Corporate Trainer for Asurion screen repairs. I trained and certified all new techs to be able to complete work on all Verizon and AT&T cellular phones and conducted classes on all new devices to repair. • Assisted with the newest division ExpressTech as it launched. This has more than 70 Technicians completing work daily.

Raleigh-Durham, North Carolina Area

I supervised the day to day operations of the TWC Business Class CMT (Contract Management Team). • Coordinated and managing all Business Class contracting companies’ management, and owners. • Oversaw all installers, technicians, and construction business partners, which exceeded 200 workers. • Worked with all internal TWC Business Class Employee's Supervisor's and Manager's throughout North and South Carolina.• Supervised a Team of Business Class Quality Assurance Techs. • Covered all TWC Business Class systems for North and South Carolina, which include Raleigh, Charlotte, Greensboro, Fayetteville, Wilmington, Myrtle Beach, Hilton Head, and Columbia.

Raleigh East

I managed the day to day operations of the installation and service department of Time Warner Cable. • Oversaw 20 plus tech's daily workloads and resolved customer concerns/issues.• Managed manpower and routed the workloads for each tech, both on a daily and monthly basis. • Created daily, weekly and monthly reports. • I trained, educated and evaluated technicians in the field as needed to proper safety and work practices.

Beaumont-Port Arthur Area

I worked with multiple in-house departments and contractors to resolve any system problems I encountered. • Troubleshot and repaired Coaxial/Fiber plant, maintained system requirements per FCC regulations, and other government organizations. • Setup and maintained rack mounted network systems, also I maintained Fiber hub locations, including extensive documentation on signals, and equipment health. • Updated system mapping and worked in a 24 Hr. on-call schedule environment. • Proficient in using specialty instrumentation, including Fusion Splicers/RF Meters/O-TDR’s/ TDR’s/Locator’s/Network Test Equipment, and Signal Analyzers. • Trained employees on how to use test equipment, troubleshooting methods, and customer service.

Beaumont-Port Arthur Area

• I Setup and managed small, and large businesses phone, internet, and wireless network systems. • Setup and managed, Coaxial, Fiber, and PRI Phone systems. • Worked with other departments on special projects that over lapped with Business Class projects. I Preformed customer contracts, customer service, and sold new products, and upgrades.

I Setup and serviced home Internet, Phone, Digital Cable TV, Trained new employees on install and service policies, and troubleshooting.

Kountze Tx.

I setup and serviced home Internet, Phone, Digital Cable TV, Trained new employees on install, and service policies, and troubleshooting. I also managed 3 hub locations, Maintained 3 meter dish’s, processors, and transmitters at these locations.

Epsom, Nh

I setup and splice Coaxial/Fiber systems, balanced and swept amplifiers in the system, I also trained new employees on splicing techniques, and troubleshooting, I also prepared the daily workload for my employees.

Received Certificate, Utility Pole Climbing, And Pole Maintenance, Received Certificate

Education record

Education record