Experience

United Disabilities Services Foundation

• United States
• Non-profit Organizations
• 100 - 200 Employee

• Director of IT

  • Mar 2010 - Present



D&E Communications

• Telecommunications
• 1 - 100 Employee

• Technology Consultant Supervisor/ISP Technical Supervisor

  • Jul 2000 - Jan 2010

  •managing 17 employees averaging 9200 calls per month into the ISP center •launching the new In-Home Technical Support initiative and having a 12% avg. increase in revenue month over month •developing training manuals and implementing and documenting processes and procedures •reviewing customer surveys and obtaining an average of 2.75 out of 3 •researching and analyzing new software releases and staying abreast of technology and service needs of the market •assisting in managing the department budget and capital budget •establishing good working relationships and collaborating with internal and external businesses and strategic partners •maintaining a high level of technical support in the Internet, Video, FTTP and VOIP industry •scheduling in-home customer appointments •monitoring inventory levels, researching and ordering parts and equipment, as well as working with various venders and purchasing agents Show less



D&E Communications Inc. Ephrata PA

• New Product Implementation Team

  • Jan 2007 - Oct 2007

  New Product Implementation TeamJanuary 2007 - October 2007•working collaboratively with project manager, IT and marketing staff to create a business plan to develop and launch the Haywire In-Home Technical Support division•researching market analysis, competition, opportunity, resources, sales and marketing and demographics•developing/documenting operational plan (Vizio)•assisting in developing operational budget and capital budget•ordering equipment for test lab environment as well as start up equipment for technicians Show less

• Network Operations Center Supervisor

  • Apr 2005 - Oct 2007

  •supervising the activities of the Network Operations Center which operates 7 days a week, 24 hours a day and 365 days a year•meeting and exceeding the Mean Time To Repair (MTTR) goals (Priority 1 goal 4hrs actual 2.5hrs, Priority 2 goal 8hrs actual 4.51hrs, Priority 3 goal 12hrs actual 7.51hrs)•reduced truck rolls month over month by 4%•surveillance of the D&E core network•taking ownership of business and residential customer issues and overseeing the restoration efforts