Dale Barnett
Cary,NC
Summary
Forward-thinking Operations Specialist bringing 21 years of expertise in Operations for Cable Telecommunications sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient with MS Office and experienced with Remedy, Everbridge, ACSR/CSG, and Bentley Design Maps.
Overview
17
17
years of professional experience
Work History
ROC Specialist III
Charter Spectrum
01.2020 - 12.2024
- Monitored Alarms Dashboard, conducted Triage, including trending outages and routed Fix Agents.
- Managed Outage Events caused by damaged fiber optic cable, including providing hourly Executive Notifications.
- Followed all company policies and procedures to deliver quality work.
- Mentored junior team members, fostering professional growth.
- Collaborated with fellow ROC Specialists to maintain a seamless workflow during shift changes.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Trained new ROC Specialists on department protocols, contributing to a well-prepared team of professionals.
- Facilitated smooth transitions between shifts by properly documenting unresolved outages and ongoing incidents.
- Implemented new Smartsheet and SharePoint Lists including Reports to increase efficiency.
- Created and Updated Excel Workbooks to assist with managing workload, including writing Macros to sort, filter, and import data.
- Assisted with developing and launching new processes and procedures.
Supervisor, ROC
Charter Spectrum
02.2017 - 01.2020
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Devised and implemented processes and procedures to streamline operations.
TOC Lead
Time Warner Cable
06.2012 - 02.2017
- Provided Training to New Hire Employees and Employees transferring into the Department.
- Managed and allocated staff to meet business needs and goals.
- Forecasted overtime needs for the department in a 24x7 operation to ensure sufficient staffing.
- Enhanced team productivity by providing ongoing training and development opportunities.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
- Planned operations and activities, and led projects.
- Collaborated with cross-functional teams to achieve company-wide objectives and drive operational excellence.
- Motivated and trained employees to maximize team productivity.
- Analyzed department metrics and performance and reported findings to management.
- Evaluated staff performance and provided training to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
TOC Specialist
Time Warner Cable
02.2008 - 06.2012
- Monitored for and triaged Outage Alarms. Dispatched Fix Agents as needed.
- Provided first level of phone support for Fix Agents in the field.
- Verified outages were repaired and documented actions taken by Fix Agents.
- Conducted Customer Call Backs to confirm that services were restored.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
- Collaborated with cross-functional teams to achieve project goals on time.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
Education
High School Diploma -
Coudersport Area High School
Coudersport, PA06.2000
Skills
- Technical communication
- Advanced Communication
- Proficient in Outlook, Word, Excel, SharePoint, Smartsheet
- Data Analysis
- Process Improvement
- Goal-Oriented
- Staff Development
- Staff Discipline
- Policy Enforcement
- Everbridge, Remedy experience
- Staff Management
Timeline
ROC Specialist III
Charter Spectrum
01.2020 - 12.2024
Supervisor, ROC
Charter Spectrum
02.2017 - 01.2020
TOC Lead
Time Warner Cable
06.2012 - 02.2017
TOC Specialist
Time Warner Cable
02.2008 - 06.2012
High School Diploma -
Coudersport Area High School
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