Anthony Baker
Sanford,N.C.
Summary
Dedicated and accomplished ICT professional with extensive experience in training, instructional design, and telecommunications. Committed to advancing the ICT community by developing top-tier technicians through expert instruction and leadership. Aspiring to become a Subject Matter Expert, leveraging certifications and hands-on expertise to drive industry excellence. Accomplished in diversifying training programs and expanding course offerings to handle larger numbers of enrollees. Well-versed in developing courses for new topics and adjusting existing classes to meet changing demands. Hardworking and disciplined leader with advanced conflict resolution skills, good organizational abilities and proactive approach. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
47
47
years of professional experience
1
1
Certification
Work History
Senior Quality/Training Manager
IES Communications
10.2014 - Current
- Designed and delivered comprehensive training programs, including BICSI Installation Programs and RCDD courses.
- Conducted approximately 30 classes annually, training about 2,700 students across multiple locations.
- Designed and implemented training programs to address specific employee skills and knowledge gaps.
- Evaluated training effectiveness through performance metrics and feedback to continuously improve course content.
- Developed curriculum and instructional materials aligned with industry best practices and certification standards.
- Mentored technicians to achieve certifications and foster professional growth in ICT field.
- Developed engaging instructional materials and resources to enhance learning experiences and retention.
- Collaborated with cross-functional teams to align training initiatives with organizational objectives and goals.
- Conducted needs assessments to identify training requirements and prioritize development areas.
- Facilitated workshops and interactive sessions to foster skills development and team collaboration.
- Trained and supported managers in employee development strategies to enhance team performance.
- Identified emerging trends in the telecommunications industry to inform curriculum updates and innovations.
- Monitored industry best practices and integrated them into program design for continuous improvement.
- Implemented budget management strategies to optimize training resources and minimize costs.
- Organized and coordinated training sessions for new employees.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Identified areas of improvement in existing training methods and procedures.
- Implemented training improvements to achieve desired results.
- Produced reports and maintained training documents to support training activities.
- Facilitated workshops for groups or individuals on topics related to professional development.
- Analyzed training needs to develop new programs or modify and improve existing.
- Collaborated with subject matter experts, vendors and third-party training providers to support learning and development strategy.
- Designed training schedules for new and existing employees.
- Evaluated effectiveness of training by using feedback surveys, focus groups and other relative means.
- Implemented systems for tracking employee certifications and qualifications across departments.
- Managed budgeting process for training programs within the organization.
- Delivered cohort training, learning activities and assessments, monitoring adoption of learning.
- Consulted with senior leaders to develop and execute strategy and provide regular updates.
- Evaluated instructor performance during classes and provided feedback as needed.
- Benchmarked learning and development strategies using industry best practices.
- Scheduled meetings with stakeholders to discuss future learning needs.
- Explored new technologies to address or identify gaps and provide standardization and optimization.
- Analyzed data to evaluate effectiveness of current training program offerings.
- Sought and implemented continuous improvements by encouraging team to leverage new digital tools.
- Conducted needs assessments using variety of methods to identify and prioritize developmental needs.
- Researched emerging trends in corporate learning solutions and technologies.
- Advised management on best practices related to employee education initiatives.
- Developed testing and evaluation procedures to drive effective outcomes.
- Collaborated with subject matter experts to develop relevant content.
- Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
- Oversaw training courses and promotional paths for professionals and leaders.
- Maintained corporate responsibility by staying up-to-date with laws affecting human resource training programs.
- Determined course objectives and found or wrote course materials to cover topics.
- Led training classes and recorded instruction for later use.
- Coordinated team leader motivational initiatives to incentivize professional growth and program improvements.
BICSI/FOA Instructor
Central Carolina Community College
08.2008 - 09.2014
- Served as Senior Instructor at the North Carolina School of Telecommunications, leading BICSI Installation Programs and FOA certification courses.
- Designed and taught hands-on training sessions for fiber optics, structured cabling, and telecommunications systems.
- Fostered a collaborative learning environment, preparing students for successful careers in the ICT industry.
Network Telecom Manager
East Tennessee State University
05.2001 - 07.2008
- Oversaw telecommunications infrastructure, including network design, implementation, and maintenance for the university.
- Managed a team of technicians, ensuring reliable communication systems and operational efficiency.
- Collaborated with stakeholders to upgrade network capabilities, aligning with institutional goals.
- Kept service quality and customer relations in line with established standards to promote long-lasting relationships.
- Assisted with budget preparation by providing accurate estimates on future costs associated with projects.
- Collaborated with vendors to select cost-effective products that meet customer specifications.
- Designed, configured and tested network devices such as routers, switches, firewalls.
- Maintained inventory records of all telecom hardware components.
- Coordinated with internal teams for installation of new communication infrastructure.
- Performed troubleshooting activities to identify and resolve telecom issues quickly and efficiently.
- Ensured compliance with industry standards and best practices in the design and implementation of telecommunication services.
- Coordinated bidding processes and oversaw selection of optimal contractors to complete jobs.
- Provided technical support to users regarding telecom equipment, software and applications.
- Generated monthly reports outlining key performance metrics related to telecommunications operations.
- Identified areas requiring improvement within current telecom environment.
- Conducted research on emerging technologies in order to improve existing systems or recommend new ones.
- Developed training materials for end users on proper use of telephone systems.
- Developed and implemented strategies for the optimization of telecom resources.
- Elevated quality of work and productivity from team members through improved training strategies.
- Managed telecommunications systems, including VoIP, PBX, SIP trunking and other related technologies.
- Analyzed customer requirements to determine appropriate solutions for their needs.
- Evaluated vendor proposals for telecom services against company objectives.
- Performed regular tests on systems to keep components functional.
- Coordinated hardware and software installations.
- Monitored and replenished telecommunications equipment inventory for facilities and networks.
- Reviewed project drawings to perform installation activities according to specifications.
- Developed telecommunications disaster recovery plans to mitigate downtime.
- Drafted cost projections for system and component implementations.
Manager Fiber Operations/Mid Atlantic
Sprint
08.1978 - 08.2001
- Directed fiber optic network operations, including deployment, maintenance, and optimization of telecommunications infrastructure.
- Led cross-functional teams to deliver high-quality services and meet organizational objectives.
- Implemented strategic initiatives to enhance network reliability and performance across multiple regions.
- Developed and implemented strategic plans to enhance operational efficiency and drive team performance.
- Managed a diverse team of professionals, fostering a culture of collaboration and continuous improvement.
- Conducted regular performance evaluations to identify training needs and set development goals for team members.
- Streamlined communication processes across departments to improve stakeholder engagement and project outcomes.
- Executed budget oversight to ensure effective allocation of resources for training and development initiatives.
- Analyzed project management workflows to identify bottlenecks and implement process improvements.
- Facilitated team-building workshops to enhance team dynamics and boost employee morale.
- Established clear performance metrics to evaluate training program effectiveness and inform future enhancements.
- Partnered with cross-functional teams to align training initiatives with business objectives and operational needs.
- Monitored industry advancements to ensure training programs remained current and relevant.
- Coordinated with external vendors to enhance training offerings and provide diverse learning opportunities.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Established processes to ensure efficient workflow throughout the organization.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Managed risk by developing and implementing effective risk management strategies.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Streamlined communication channels, improving information flow and decision-making speed.
- Analyzed market trends and competitor activity to inform business strategy.
- Ensured compliance with industry regulations and company policies.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Led a team of 50 employees, ensuring high productivity and excellent customer service.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Evaluated individual and team business performance and identified opportunities for improvement.
Education
General Studies -
East Tennessee State University
10-2000
Associate of Science - X Ray Technologist
Carteret Community College
Morehead City, NC04-1976
Registered Communications Distribution Designer (RCDD) -
BICSI
Skills
- BICSI RCDD and OSP designer
- Budget management
- Training program design
- Telecommunications infrastructure
- BICSI certified trainer
- Panduit, Leviton, and Corning trainer
- Fluke and Viavi testers expert
- FOA certified trainer: CFOT, AFOT, OSP
- Instructional design and delivery
- Telecommunications infrastructure management
- Leadership and team development
- OSHA 30 certification
- Customer relationship management
- Technical support
- Problem solving
- Effective communication
- Adaptability to change
- Budget administration
- Process evaluation and enhancement
- Written and oral communication
- Staff presentations
- Training methods
- Multimedia development
- Public speaking
- Stakeholder management
- Program management
- Materials selection
- Training facilitation
- Process evaluations
- Technical training
- Training solutions development
- Resource management
- Project management
- Staff development plans
- Change management
- Certified in project management
Affiliations
- Member, BICSI
- Member, Fiber Optic Association (FOA)
- Member, Masonic Lodge
Certification
- BICSI RCDD, OSP, Certified Trainer, Tech
- FOA Certified Trainer: CFOT, AFOT, OSP
- Certified Trainer: Panduit, Leviton, Corning
- Subject Matter Expert & Certified Trainer: Fluke and Viavi Testers
Timeline
Senior Quality/Training Manager
IES Communications
10.2014 - Current
BICSI/FOA Instructor
Central Carolina Community College
08.2008 - 09.2014
Network Telecom Manager
East Tennessee State University
05.2001 - 07.2008
Manager Fiber Operations/Mid Atlantic
Sprint
08.1978 - 08.2001
General Studies -
East Tennessee State University
Associate of Science - X Ray Technologist
Carteret Community College
Registered Communications Distribution Designer (RCDD) -
BICSI