Experience

Encore Technologies

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Manager, Infrastructure Services

  • Feb 2022 - Present

  Manage a team of 30 Cisco Voice Engineers for day-to-day end user support. • Reduced aging telecom trouble tickets by 85% • Maintain a 95% SLA for resolution of priority tickets • Assisted with the configuration and installation of 15,000 Cisco phones for large health care organization Manage a team of 30 Cisco Voice Engineers for day-to-day end user support. • Reduced aging telecom trouble tickets by 85% • Maintain a 95% SLA for resolution of priority tickets • Assisted with the configuration and installation of 15,000 Cisco phones for large health care organization



D&K Enterprise Services, Inc

• Loveland, Ohio, United States

• FedEx Ground Independent Owner

  • Aug 2020 - Sep 2021

  Managed 1,000 daily residential and business stops and ensured on-time package delivery. • Hired, trained and supported 15 employees and 13 vehicles. • Maintained 99.9% delivery rate and a perfect safety record. • First-time franchisee owner Managed 1,000 daily residential and business stops and ensured on-time package delivery. • Hired, trained and supported 15 employees and 13 vehicles. • Maintained 99.9% delivery rate and a perfect safety record. • First-time franchisee owner



Charter Communications

• United States
• Telecommunications
• 700 & Above Employee

• Director, Field Operations

  • Sep 2016 - Aug 2020

  Managed and directed all operational activities for the Cincinnati market, which included coaxial cable, broadband, and fiber optic. Hired, developed, and challenged a staff of 300 employees. Supported a base of 500,000 customers. • Partnered with vendors for installations and upgrades, reducing installation time by approximately 10%. • Reduced field staff repeat rate by 2% resulting in a monthly savings of approximately $25,000. • Collaborated with other internal teams to modify installation workflow process to reduce failure rate by 20%. • Created employee feedback process to enhance and formalize two-way communication for my team. • Developed professional development plans for my leadership team to guide their individual growth. Show less



Time Warner Cable

• Telecommunications
• 700 & Above Employee

• Director, Enterprise Operations

  • Aug 2010 - Sep 2016

  Responsible for commercial customers in the Ohio, Kentucky, and Wisconsin markets, which included broadband, fiber optic, and cell tower backhaul services. Managed operating budget of $9 million and a staff of 90 technicians. Partnered with other groups to develop an operations workflow process in Salesforce.• Generated over $5.4M annually in new projects for the company by providing support and leadership for sales.• Completed the migration of 64 telecommunications customers to a new LEC that resulted in saving the company approximately $1 million per month.• Led the migration of 30,000 enterprise fiber customers to a standard network transport platform on-time and under budget. • Managed the rollout of a Cisco based managed router product by collaborating with supply chain and architect teams to ensure successful implementation.• Developed and implemented project plans to integrate acquired cable systems in Kentucky, which resulted in Operations Director of the Year Award. Show less

• Senior Manager, Operations

  • Aug 2007 - Aug 2010

  Provided strategic direction and leadership for all commercial technical operations, which included managing all fiber optic, broadband, enterprise wireless, and commercial voice projects. Managed a staff of 50 employees (Project Managers, Network Engineers, and Field Engineers).• Mentored a Technical Operations Supervisor, which resulted in their promotion to a manager position.• Managed the implementation of an Outdoor Wireless solution that resulted in providing service to individuals and businesses in downtown Cincinnati.• Led the upgrade of the Metro Network to Cisco enterprise routers and switches by creating a team that solely worked in overnight maintenance windows to avoid customer interruptions.• Developed the company’s co-location facility and achieved 75% occupancy by closely working with sales team.• Managed the implementation of multiple product roll outs that included Business Class Phone, SIP trunking, and Managed Router services. Show less

• Manager, Customer Operations

  • Aug 2004 - Aug 2007

  Provided 24x7x365 network/technical support to broadband and fiber optic business customers in Cincinnati and Dayton. Led team of 15 Network Engineers and a Systems Administrator responsible for proactively monitoring customer networks that include Cisco routers, switches, VPN, and firewall appliances.• Upgraded IT equipment, including routers, switches, and peripherals, which increased efficiency by 25%.• Maintained a 99.999% network uptime service level agreement for the Commercial Metro Network.• Developed and implemented training program utilizing vendor resources which resulted in creating a more knowledgeable workforce. Show less