Brian Henderson
Management
Knoxville,TN
Summary
Dynamic telecommunications professional with extensive experience at AT&T, excelling in network troubleshooting and technical leadership. Proven track record of enhancing team efficiency by 30% through innovative training programs and process optimization. Skilled in client relations, ensuring high satisfaction while managing complex systems and driving project success.
Overview
24
24
years of professional experience
Work History
Lead Advanced Network Technical Support
AT&T
Conyers, GA
08.2016 - 04.2025
- Directed and enhanced team protocol for troubleshooting complex network issues, significantly reducing resolution time and improving customer satisfaction.
- Served as the primary liaison between technical teams and high-value clients, ensuring clear communication and effective problem-solving strategies.
- Pioneered the development and implementation of advanced training programs for new team members, leading to a 30% improvement in team efficiency and knowledge.
1AESS Technical Support Manager
AT&T
Richardson, TX
10.2009 - 08.2016
- Directed a technical support team ensuring high-quality customer service for complex telecommunications systems, reducing customer complaints by 20%.
- Implemented new troubleshooting protocols that increased the team’s efficiency by 30%, significantly improving resolution times for technical issues.
- Conducted comprehensive training programs for technical support staff, enhancing their understanding of 1AESS systems and improving overall team performance by 25%.
1AESS and 5ESS Supervisor
AT&T
Charlotte, NC
05.2008 - 10.2009
- Oversaw installation, maintenance, and troubleshooting of 1AESS and 5ESS switching systems, ensuring resilience and uptime.
- Led a team of technicians, fostering skill development and ensuring adherence to safety protocols and operational standards.
- Implemented process improvements that enhanced system efficiency and response times to malfunctions.
Maintenance and Provisioning Manager
AT&T
Dallas, TX
06.2007 - 05.2008
- Led a team responsible for the provisioning of T1’s, T3’s, and Optical equipment including OC3 and 0C48 telecommunications services, ensuring optimal network performance and customer satisfaction.
- Implemented process improvements and innovative solutions to enhance system reliability and reduce downtime, effectively managing the service lifecycle.
1E Design Engineer Supervisor
AT&T
Dallas, TX
06.2006 - 06.2007
- Oversaw the development and implementation of complex 1E network designs, ensuring compliance with industry standards and customer requirements.
- Led a team of design engineers, fostering a collaborative environment that enhanced productivity and innovation.
- Coordinated cross-departmental efforts to streamline network design processes, significantly reducing project timelines and improving client satisfaction.
Project Manager
SBC Inc
Chicago, IL
06.2001 - 05.2006
- Led the successful delivery of multiple cross-functional projects, ensuring they were completed on time, within budget, and met all specified quality standards.
- Oversaw a diverse team of professionals, facilitating effective communication and collaboration among stakeholders to achieve project goals.
- Implemented project management best practices and tools to streamline workflows, enhance team productivity, and improve project tracking and reporting.
Education
Bachelor of Science (BS) - Cyber And Data Security Technology
University of Arizona At Global Campus
Chandler, AZ10-2023
Skills
- Network Troubleshooting & Problem Resolution
- Technical Leadership & Team Management
- Client Relations & Communication
- Advanced Training & Knowledge Development
- Process Optimization & Efficiency Improvement
- Telecommunications Systems Expertise
Timeline
Lead Advanced Network Technical Support
AT&T
08.2016 - 04.2025
1AESS Technical Support Manager
AT&T
10.2009 - 08.2016
1AESS and 5ESS Supervisor
AT&T
05.2008 - 10.2009
Maintenance and Provisioning Manager
AT&T
06.2007 - 05.2008
1E Design Engineer Supervisor
AT&T
06.2006 - 06.2007
Project Manager
SBC Inc
06.2001 - 05.2006
Bachelor of Science (BS) - Cyber And Data Security Technology
University of Arizona At Global Campus
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