Field Service Manager

• Apr 2022 - Present

- Coordinator for nationwide projects to collect data using several capture methods including drones, hand held cameras, Leica 360° as well as phones and tablets. - Worked with our in house and vendor pilots to clear any escalation issues caused by environmental situations (Raptor nest,weather) and access issues. - Coordinator for nationwide projects to collect data using several capture methods including drones, hand held cameras, Leica 360° as well as phones and tablets. - Worked with our in house and vendor pilots to clear any escalation issues caused by environmental situations (Raptor nest,weather) and access issues.

Field Service Manager

• Apr 2022 - Present

Field Service Manager

• Jul 2018 - Mar 2022

• Provided coordination between our customers, phone support staff and our field technicians to reach a positive outcome in a timely and low-cost manner. • Worked with third party vendors for field support in areas where our in-house technicians were not in a direct travel area to. This allowed for better response to needs of our customer and allowed for data gathering to start the conversation with leadership of placing a tech in region it meets the greater demand. • Worked with other internal departments to support projects, Remodels and new builds while not sacrificing the coverage of our day-to-day business. • Worked with our customers on projects that lead to allowed for our in-house technicians to work in a more productive environment with all areas of support open. This also allowed for our customers to not utilize their staff during times where they would normally not be utilized, saving payroll on their end. • Created strong relationships with our vendors to keep parts on hand and quick to receive by the field when needed. This allowed for SLAs to be met at a faster rate and for parts to be tracked to prevent loss. • Partnered with our warehouse to revamp supply chain and warehouse policies by establishing product flow and on hand inventory.

U-verse Field Manager

• Oct 2014 - Feb 2018

• Provided escalation support for a team of technicians by removing roadblocks and providing positive outcomes for our customer’s needs during the installation and repairing of AT&T home entertainment products.• Provided coaching to technicians based on weekly and monthly metrics raging from dispatch efficiency, on site efficiency and overall quality of work. This allowed for better overall customer satisfaction on installs and a better overall experience during repairs. • Trained technicians to understand and effectively use training in safety ranging from ladder and pole climbing. Smith Driving Improvement Standards were rolled out to enforce a less distracted workforce. • Worked in conjunction with multi-family contractors to provide local scope and technicians to correct wiring issues and providing a plan going forward to address any future issues, saving the contractors time and money while creating a less stressful situation for our customers.

Sr Training Manager- Delivery

• Mar 2012 - Oct 2014

• Trained newly hired technicians on a range of topics from Safety to AT&T wiring standards. Using my previous experience as a Field Technician, I was able to utilize real world scenarios to make their experience greater.• Worked with our Field Managers to identify issues that needed reenforcing regarding AT&T technical standards. Our training team would utilize these cross-division visits to create content online or in house to train technicians that needed the extra training.• Worked with our Design team to create 3-day classes that would introduce or update policies and products within AT&T. This was very successful when the DirecTV product was rolled out allowing for our technicians to utilize their established skills and adding this to the daily routine

Prem Tech/ U-Verse

• Dec 2006 - Mar 2012

• Installed, Repaired, and upgraded AT&T Entertainment products in business and residential situations.• Tested wired and wireless options to meet the demands of our customers.• Worked with our customers other networked products to create a positive experience. This included networking and testing smart TVs, gaming systems, laptops, desktops, Google/Amazon home units, smart thermostats, and security systems.