Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chris Taylor

Parker,CO

Summary

Accomplished telecommunications leader with over 10 years of experience driving operational excellence, automation, and team performance in high-stakes technical environments. Proven expertise in leading cross-functional teams, implementing Robotics Process Automation (RPA), and achieving multi-million-dollar outcomes through innovative process improvements. Strong ability to leverage data-driven insights to optimize KPIs and enhance customer satisfaction. Ready to contribute to organizational goals in a management or individual contributor role within telecommunications or IT operations.

Overview

34
34
years of professional experience

Work History

Planned Career Break

04.2024 - Current
  • Participated in a voluntary separation program offered by Lumen Technologies.
  • Long-term employee with the same company; parted on good terms.

Senior Manager, Advanced Technical Support

Lumen Technologies
03.2018 - 04.2024
  • Directed a team of 10 Senior and Lead Operations Engineers, delivering advanced technical support for transport technologies, improving customer satisfaction and operational efficiency.
  • Spearheaded 3 RPA projects in a Continuous Integration/Continuous Deployment (CI/CD) environment, utilizing the Itential workflow automation platform, creating customer service tools and proactive network management tools.
  • Developed and implemented a technician training program, reducing trouble ticket volume by 3-5% annually.
  • Led Kaizen initiative to streamline onboarding, reducing training time and returning ~$14,000 in cost avoidance OPEX per technician to the business.

Manager, Ethernet Repair

CenturyLink (now Lumen Technologies)
12.2013 - 03.2018
  • Established a specialized Ethernet repair center by transitioning transport technicians, achieving 30% improvement in on-time call responses and 54% faster repair times.
  • Enhanced ticketing system through IT collaboration, automating customer communications via email, improving response times by 64% and ticket completions by 22%.
  • Drove KPI improvements, including 23% better repair time commitments, through targeted training and team expansion.

Manager, Transport Services Repair and Professional Services NOC

CenturyLink
07.2004 - 12.2013
  • Launched a revenue-generating Professional Services NOC with a team of 15, securing multi-million-dollar contracts by managing customer transport networks.
  • Oversaw 50 customer-facing technicians supporting DS0-100G transport services, ensuring high service reliability and customer satisfaction.
  • Managed a Change Management team of 15 for two years, streamlining processes during company acquisitions.
  • Represented senior management in customer-requested facility tours, strengthening client relationships and bringing new business to the company.

Director/Manager, Broadband Installation Group

Qwest (now CenturyLink / Lumen Technologies)
01.1999 - 01.2004
  • Grew team from 15 to 90+ technicians, increasing circuit installations from 350 to 1,700+ per month. Implemented a Performance Management program with KPI-driven metrics.

Manager, Broadband Provisioning

Qwest
01.1998 - 01.1999
  • Designed DS3–OC192 services and established cross-organizational processes in a startup environment.

Network Provisioner/Engineer

Sprint
01.1992 - 01.1998
  • Managed DS0-DS3 circuit design, vendor relations, and network augment projects, resolving database errors and supporting platform rollout.

Education

BS - Telecommunications Management

DeVry University
Kansas City, MO

Skills

  • Leadership: Team Management, Cross-Functional Collaboration, Performance Optimization, Customer Service
  • Technical Experience: Robotics Process Automation (RPA), Itential Automation Platform, Network Troubleshooting, Transport Technologies, Ticket System Enhancements, Technical Call Center Operations
  • Methodologies: Kaizen Yellow Belt, Lean / Agile, Process Improvement
  • Tools: PDD/SDD Development, CRM Systems, Data Analytics, Project Management, Remedy, Netcool, Telenium, Office Suite
  • Technologies: TDM, DWDM, Ethernet, IP Backbone

Timeline

Planned Career Break

04.2024 - Current

Senior Manager, Advanced Technical Support

Lumen Technologies
03.2018 - 04.2024

Manager, Ethernet Repair

CenturyLink (now Lumen Technologies)
12.2013 - 03.2018

Manager, Transport Services Repair and Professional Services NOC

CenturyLink
07.2004 - 12.2013

Director/Manager, Broadband Installation Group

Qwest (now CenturyLink / Lumen Technologies)
01.1999 - 01.2004

Manager, Broadband Provisioning

Qwest
01.1998 - 01.1999

Network Provisioner/Engineer

Sprint
01.1992 - 01.1998

BS - Telecommunications Management

DeVry University

Similar Profiles

CREATE PROFILE
Chris Taylor