Achieved initiatives by evaluating data and outlining roadmaps for success in driving the vision, strategic goals, objectives, and action plans within resources and timelines while working closely with project teams on network installation, delivery, and management programs. Managed a budget of $15M and up to 22 telecommunications technicians.⇨ Pushed projects through the pipeline by managing all phases of planning and deliverables using agile processes, resulting in functional policy and process documentation, SOPs, and workflows.⇨ Improved employee integration by standardizing operational processes and creating comprehensive program documentation with clearly outlined procedures to decrease the transition time for new hires.

Enhanced training programs for the operation involved in MSOC and daily business/crew management, leveraging training skills and a subject matter expertise to develop specialized lean curriculum and technical documentation. Scope required oversight of two Area VPs, four Directors (one direct, three support), six Area Managers, and 120-135 Network Managers. Direct support staff was normally around 8-10 managers and clerks.⇨ Strengthened relationships with senior staff, managers, and stakeholders to facilitate smooth collaboration in requirements gathering for organizational, project, technical, logistical, and support project phases.⇨ Reduced the amount of non-essential training material by applying rationalization to streamline programs and cover a broad range of technical, operational, and management areas for training staff/management.⇨ Boosted results with customized lessons directly correlated to varying participant levels and interests for multi-location operational training of staff.⇨ Increased transparency into trainee progress by incorporating objectives and standards, lesson plans, and evaluation metrics to monitor deviations from targets for proactive realignment with development initiatives.

Improved programs for training managers/technicians to effectively support continuous performance improvement by collaborating with state, district, and national teams. Developed organizational performance improvement plans to guide managers, overseeing program development, operational training, specialized documentation, and reporting requirements.⇨ Aligned programs with training initiatives by performing curriculum capture to create functional documentation tailored to 12-week training programs for 30-35 Network Managers supporting approximately 450 technicians.⇨ Engaged learners using a training development process spectrum for developing technical support skills, resulting in increased performance and productivity by introducing complex material in creative ways.⇨ Maximized efficiency in delivering projects within deadlines by leading an expertise in instructional design, adult learning theory, continuing education methods, processes, and best practices to develop targeted material.

Lead a team of 18-22 technicians in projects by planning and coordinating installation, maintenance repair, and support for AT&T equipment and services. Integrated new technologies rapidly by developing detailed training for new processes and technologies as soon as the organizations deploys the upgrades.⇨ Improved employee performance by coaching, training, and mentoring technicians in achieving performance and quality objectives associated with the AT&T Field Operations.⇨ Managed client relations to boost customer satisfaction scores by ensuring technicians serve as “information resources,” able to respond to all client inquiries using streamlined processes for interactions.⇨ Attracted and retained top-performing employees by encouraging technicians that show interest in advancing using clearly outlined paths to promotion.⇨ Tracked recurring issues to drive resolutions at the root-cause level of functionality to optimize productivity while overseeing schedules to minimize cancellations and uphold QA in installation shortcuts.