CHARLES CALLOWAY
Manager
Mesquite,Texas
Overview
44
44
years of professional experience
2
2
years of post-secondary education
Work History
General Manager
U-Haul Store 53546, KeyLess Self-Storage under East Fork Enterprises
Sunnyvale, Texas
01.2015 - Current
- Publish dealer in-house dealer newsletter for 150+ mall tenants, coordinate annual food and toy drives with Sharing Life
- Maintain a 4.5 (90) day customer satisfaction record for our U-Haul dealership.
- Coordinate with U-Haul Traffic to transfer in and out equipment for repair, PM and inventory management.
- Flagging customers in E-Alert who have outstanding balances.
- Use Web Best to pull daily closing reports to track income volume.
- Interface with employees, dealers and customers. Perform point of sales duties including physical cash register, mobile terminal, and online payment portal. Opening and closing for the day, tallying sales received to ensure books balance before entering into the record.
- Keep track of U-Haul equipment inventory, dispatch and take in returned equipment, perform Level 1 inspections, set up 24/7 Truck Share.
- Set up online auctions at StorageTreasures.com for storage tenants who have defaulted and are in lien status.
- Order for U-Haul rental supplies including promotional signage, Level 1 tools and brochures from Buyers Club.
- Responsible for East Fork Mall, https://eastforkmall.com/ Jot em Down Antiques, https://jotemdown.com/ Wood Finishers Source, https://woodfinisherssource.com KeyLess Self-Storage storage, https://www.keylessselfstorage.com/ and our U-Haul business.
Manager System Integration
AT&T Inc. Headquarters
Dallas, Texas
01.2004 - 12.2013
- Provide Service Assurance for End-to-End Systems Requirements, Testing and Certification.
- TIER II technical Subject Matter Expert and administrative system support to AT&T Operations, the AT&T Product House, Service Management and Business Partners.
- Process Engineer responsible for technical Business software requirements through system release quality gates; from concept phase to deployment and controlled introduction.
- Program manager for revenue producing Proactive Alarm Monitoring network for Enhanced Transport Domestic and Global Customer base.
- Plan, manage and coordinate several dozen short and long-term software project solutions for AT&T Core Network mechanization issues impacting mechanization and automation flow-through.
- Initiate, plan, execute, control, and closing of small, medium and large projects with IT, System Engineers and other technical and managerial staff.
- Switch migrations, test vehicle retirements/replacements, automation enhancement deployments, various network infrastructure upgrade initiatives.
- Write and execute business scenario test cases in GUI and command line interface environment.
- Validation of software design architecture, technical evaluation of engineering, business requirements reviews.
- Remote IP address System testing performed though firewall in a beta environment, user acceptance load tests in a simulated environment and post-delivery validation of delivered software features in production environment.
- Contingency Manager for standby Communications Technician strike duty.
- Remotely assist onsite technicians with modems on Point of Sale installations for external customers.
- Presentations for internal and external customers.
- Successfully completed AT&T Leading with Distinction training series.
Systems Process and Maintenance
AT&T
Dallas, Texas
01.2001 - 12.2004
- Responsible for the development and testing of new automated systems, software, and processes for customer service in the areas of: High Speed Packet Systems Data Communications Services (Frame Relay, IPFR, IMA, ATM, Ethernet, ISDN, DSL, etc.) System Development Requirement: Maintenance Process Flows, Network Pings, and protocols.
- Worked with IT team on patented processes for current Diagnose end-to-end test system.
- Trained Engineers in the Automation prototype center on Legacy AT&T systems and Customer Care processes.
- Project Management; Participated in operational readiness testing while verifying system effectiveness; exception-based maintenance, data networking; network sizing and software configuration as well as network management; interface with major stakeholders.
- End to end system testing certification. Requirement documentation process.
Private Line Maintenance Work Center Manager
AT&T
Dallas, Texas
01.1997 - 12.2001
- Supervisor over Enhanced Transport Service Desk technicians: Scheduling work center coverage, handling customer escalations on long or severe service outages.
- Provide technical training requirements for technicians.
- Ensured the reliability and connectivity of the AT&T network on AT&T national accounts.
- Provide Stewardship Reports to sensitive customer accounts, Root Cause Analysis for long outage on customer’s POS circuits.
- Partnered with CENTAC as Co-chair of Chronic Technical group.
- Member of Access Management Team, Develop and implement office policies, managed allocation of staff to ensure busy hour coverage; conducted monthly evaluation and annual appraisals of technicians and clerical staff work results.
- Bargaining manager for CWA local union agreements; knowledge of government and knowledge of VTNS contracts.
- Disaster Recovery specialist for ABM; its architectural design and the ability to implement disaster recovery if required.
- Technical experience in Cisco and Lucent switches, WAN, LAN technology, database, server, Networks, TCP/IP Business Maintenance Platform connectivity and AT&T Service Center wireless ticketing System.
- Interface with vendors and customers, conduct meetings and provide Microsoft and Excel Power Point presentations.
- Subject matter expert to both provisioning and maintenance.
Command Center Technician
AT&T
Dallas, Texas
01.1982 - 12.1997
- Remotely assist onsite technicians with register installations as well as all peripherals.
- Make pre-calls to the UK stores to verify equipment is onsite, working with the technicians from start to finish and monitoring the software builds on each POS register to ensure successful completion.
- Perform configuration settings to peripherals connected to each POS register.
- Perform ping tests, run targeted software scripts to upgraded hardware, password resets, ensure software verification evaluates as true for each register, perform trade critical patches through Remoteware server from Ericom and Cisco clients.
- Created/escalated tickets and provided troubleshooting for a wide variety of issues.
- Evaluated/identified trending issues to prevent problems during project implementation.
- Provided support and testing for firewall and POS equipment installs.
- Provided support and testing for network integrity for AP’s, switches, and thin clients.
- Maintained extensive spreadsheets for tracking various projects.
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. with sound judgment, good planning abilities and interpersonal communication strengths.
Education
Associate of Science - Computer Science
09.2001 - 06.2003
- Programming languages (C++, Java)
- Data structures
- Computer organization
Skills
Program administration
Process automation
Staff training/development
Quality management
Analytical skills
Consistently meet goals
Team building
Employee development
Customer relations
Timeline
General Manager - U-Haul Store 53546, KeyLess Self-Storage under East Fork Enterprises
01.2015 - Current
Manager System Integration - AT&T Inc. Headquarters
01.2004 - 12.2013
Dallas Baptist University - Associate of Science, Computer Science
09.2001 - 06.2003
Systems Process and Maintenance - AT&T
01.2001 - 12.2004
Private Line Maintenance Work Center Manager - AT&T
01.1997 - 12.2001
Command Center Technician - AT&T
01.1982 - 12.1997