Supervise 15 field technicians, 2 project managers and 1 inventory / purchasing employee. Responsible for installation and servicing projects from initiation to completion. Evaluate, documented and made recommendations for service flow and subsequent improvements. Hold bi-monthly sessions with team related to new product functions and processes. Worked with senior management to create budget for operations team that included formal training, vehicle replacement and tool products. Oversee fleet safety. Complete annual vehicle inspections. Complete annual reviews for all direct reports. Conduct presentations using PowerPoint and Desktop Publisher for upper management.

Local Operations Manager (2012-current): Windstream Communications, Jamestown, NY.Supervise 18 field technicians, covering I&R, Cable and Network technicians. Responsible for installation and servicing projects from initiation to completion. Maintain annual on-call rotation list for the field technicians. Evaluate, documented and made recommendations for service flow and subsequent improvements. Hold monthly "tailgate" sessions related to new product functions and processes. Worked with senior management to create budget for operations team that included formal training, building maintenance, vehicle replacement and tool products. Oversee fleet safety. Complete annual vehicle inspections. Coordinated with fleet partner to evaluate repair costs and to determine repair value ratio to costs. Complete annual reviews for 18 direct reports. Evaluate and recommend vehicles to replace aging fleet. Conduct presentations using PowerPoint and Desktop Publisher for upper management. Conduct on site inspections for work done by direct team.

Operations Manager (2006-2011): ECOMM Networks, Lancaster, PaSupervised 8-12 field technicians, 2 Dispatchers, 4 Help Desk technicians, 3 Customer Service advocates and 3 Project Managers. Created and managed the Help Desk; scheduled employees to cover 12 hour variable shift. Developed procedures to effectively manage different call flow service levels based on call type. Was responsible for installation and servicing projects from initiation to completion. Maintained annual on-call rotation list for the field technicians covering three offices (Lancaster, Philadelphia and Pittsburgh). Evaluated, documented and made recommendations for service flow and subsequent improvements. Streamlined flow by eliminating duplicated functions. Held monthly training sessions where an “expert” technician would introduce and train staff on new product functions. Worked with senior management to create budget for operations team that included formal training, wages, benefits, fleet management and inventory. Oversaw fleet safety. Served as member of safety committee and product evaluation team. Completed quarterly vehicle inspections. Coordinated with fleet partner to evaluate repair costs and to determine repair value ratio to costs. Completed annual reviews for 24 direct reports. Evaluated and recommended vehicles to replace aging fleet. Conducted presentations using PowerPoint and Desktop Publisher for upper management.• Created help desk to handle 80-100 calls daily. Reduced truck rolls by completing tickets remotely which reduced dispatch calls by 20%.• Conducted Summit Training for 50 company drivers and established safety committee that saved 5% on annual insurance rates.• Established documented flows for the help desk which reduced new employee training time by 50%.

Service Supervisor (1983-2006): D & E Communications, Ephrata, PaSupervised 12 technicians and 1 dispatcher. Directed a wide array of functions such as MAC/Repair work, Inventory for MAC/Repair work, Oracle Program Enhancements (super-user), various crystal reports, SOX’s compliance, service contract review/approval and served as Obsolete Program Committee leader. Made recommendations for technician promotions and developed service department budget. Presented information to upper management during Oracle transitions regarding billing format and contract cycle changes. Served as PBX installer. Installed and repaired many systems from Tie, Mitel, Nortel and Inter-Tel. Assigned as main technician at QVC. Held responsibility for MAC and repair work; prepared estimates for various projects. Performed shipping and receiving tasks; managed inventory, shelf stock and re-order levels. Helped to move and re-design new stockroom for electronic inventory. Assisted in company store and in purchasing department as needed.• Transitioned all work orders to electronic orders using Oracle applications. This increased accuracy and reduced billing errors by 20%.

Ran my own exterior/interior painting business.