Summary
Overview
Work History
Education
Skills
Certification
SELECTED IMPACT
ROLE ALIGNMENT
Timeline
Generic

CHAD EVERSON

Kansas City,KS

Summary

Manager of the Broadband Business Operations Center (BBOC) with 16+ years in network operations and incident response. I build high-performing teams and turn ServiceNow into a daily operating system—automating intake, standardizing outage records, and delivering reports leaders can trust. Strong partner to Care, NOC, Vendor Management, Analytics, and platform teams.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Manager, Network Operations (BBOC)

T-Mobile/Sprint
01.2017 - Current
  • Lead multi-team operations covering FWAT/T-Fiber; hire, mentor, and develop talent; establish clear operating rhythm (Monday overviews, mid-week exec reviews, AARs).
  • ServiceNow enablement-built reports, CMDB validation, and standard fields for incidents/outage records; integrated Outlook and vendor/API triggers.
  • Partner across Major Incident Management/Problem Management, CORA/Analytics, and platform teams to publish executive-ready dashboards and weekly/monthly vendor reports.
  • Drive vendor engagement and escalation; align on RCA timelines, outage declaration/notification, and data quality requirements.

RF Engineer II (Lead/SME)

Sprint
01.2016 - 01.2017
  • Coordinated NOC/field/vendor efforts; authored playbooks and SOPs; tightened Tier-I/II handoffs to improve restoration time.

RF Engineer I

Ericsson (NOCC)
01.2009 - 01.2016
  • Supported NOCC operations during transition to Sprint; trained onshore/offshore teams; maintained current Tier-I procedures aligned with NTAC.

Network Control Technician II

Sprint
01.2009
  • Monitored network health; executed incident triage and stakeholder communications.

Education

Network Administrator Program -

Centriq Training Center
Leawood, KS

Skills

  • ServiceNow (Incident, Change, CMDB)
  • API & email-to-ticket automations
  • AIOps/Monitoring integrations (xMatters, Teams, Downdetector)
  • Power BI
  • SharePoint
  • Microsoft 365
  • SDLC/Agile
  • KPI design (SLA compliance, adoption, maturity, ROI)

Certification

  • Certifications: ITIL
  • CompTIA A+

SELECTED IMPACT

  • Raised visibility: Launched the Network Event Board (BNEB) for real-time outage/maintenance status; paired with a Power BI view for users without ServiceNow access.
  • Reduced misses: Replaced manual vendor email processing with ServiceNow + Power Automate flows and Teams notifications; improved timeliness and completeness of stakeholder comms.
  • Standardized impact: Defined the BBOC outage matrix and severity P-leveling; set clear vendor notification thresholds and tightened after-action practices.
  • Trusted metrics: Authored approach to land ServiceNow Outage records in NDW so outage minutes, availability, and vendor scorecards use one source of truth.
  • Faster engagement: Implemented Downdetector-based triggers; engaged vendors/bridges when complaint counts breached baselines; coordinated IVR/Care messaging.
  • Stronger vendor governance: Ran QBRs and separated SLA compliance from broader vendor performance (outages/minutes, MTTA/MTTR, comms quality).

ROLE ALIGNMENT

  • Team Leadership & Development: manage and grow high-performing operators; clear goals, 1:1s, skills matrices.
  • Strategy & Execution: enable ServiceNow usage across teams; automate intake and notifications; publish adoption and ROI metrics.
  • Program & Vendor Management: drive capability maturity; maintain vendor relationships; measure value delivered.
  • Enterprise Roadmap & Change: partner with Architecture/Design/Analytics; lead change adoption at scale; provide executive-level reporting.

Timeline

Manager, Network Operations (BBOC)

T-Mobile/Sprint
01.2017 - Current

RF Engineer II (Lead/SME)

Sprint
01.2016 - 01.2017

RF Engineer I

Ericsson (NOCC)
01.2009 - 01.2016

Network Control Technician II

Sprint
01.2009

Network Administrator Program -

Centriq Training Center

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