Summary
US Navy veteran. Self-motivated support manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated wireless professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Wireless Support Manager (NOC)
Corning Optical Communications
05.2019 - Current
- Manage team of NOC engineers who provide remote technical support for 4G/5G SpiderCloud
- Manage RMA process for returns and lab entry
- Deploy 4G/5G sites in the field as well as remote technical support
- Provide vendor training for wireless carriers (AT&T and Verizon Wireless)
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Principal System Performance Engineer
Verizon Wireless
04.1999 - 12.2018
- Successfully designed, tuned, and optimized wireless network infrastructure for Salt Lake City metro area
- Managed numerous high-profile projects including Verizon's 4G LTE deployment effort
- Deployed in-building wireless performance at all major venues in the State of Utah
- Responsible for new site selections and review of final RF designs
- Developed multiple technical documents that have resulted in becoming the standards for the region
- Evaluated and procured new products, software, and test equipment
- Member of Verizon national data performance team.
- Collaborated with cross-functional teams to develop and implement process changes.
- Led root cause analyses to identify and address problems in network performance.
- Assessed problem severity to determine corrective action, recommending resolutions to technical problems through fault isolation techniques.
- Guided program staff, junior engineers and technicians in navigating complex technical questions arising in course of regular operations.
- Prepared technical white papers, proposals and customer presentations, delivering presentations to senior management and customer community to explain technology implementations.
System Performance Engineering Manager
Verizon Wireless
10.2015 - 05.2016
- Led and managed system performance engineers located in multiple geographical locations
- Developed highly productive engineering teams through fostering team building, collaboration, and mentoring
- Responsible for performance and development plans for all team members
- Managed operating budget 10 Million for Mountain Region in VZW
- Effectively built and maintained vendor relationships
- Facilitated technical and engineering support for local and regional sales team
- Responsible for regional capital budget and expense management.
- Addressed design challenges and evaluated alternative design models to meet project requirements.
- Checked design compliance with product specifications and standards requirements.
- Evaluated project requirements to identify and mitigate risks.
System Performance Engineer
AirTouch Wireless
03.1995 - 04.1999
- Lead engineer for CDMA deployment project for Utah
- Mitigated system performance impacts for new wireless device deployments using a range of equipment including spectrum analyzers, signal generators, and RF scanners
- Executed benchmark testing against all competitors using test equipment.
- Assessed problem severity to determine corrective action, recommending resolutions to technical problems through fault isolation techniques.
- Analyzed project requirements, developing specifications and modeling proposed designs to evaluate performance and ultimately create high-functioning technology.
Network System Technician
US West New Vector
10.1991 - 03.1995
- Provided technical support for 5E switches and cell sites
- Improved performance of telco circuits and microwave paths
- Led and managed projects for onboarding new sites.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Diagnosed and executed resolution for network and server issues.
- Monitored network hardware operations to evaluate proper configuration.
- Worked flexible hours across night, weekend and holiday shifts.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Service Technician
Motorola
04.1989 - 10.1991
- Installed, configured, and maintained two-way radio systems
- Provided technical support to local sales team resulting in efficient response times for customers.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Diagnosed and troubleshot problems, repairing, and restoring two way radios to peak performance.
- Explained diagnostic findings to customers and outlined repair or service options.
Anti-submarine Warfare Technician
United States Navy
12.1985 - 10.1989
- Provided technical support for P3-C aircraft avionics systems
- Responsible for component-level troubleshooting and repair
- Honorable discharge as 3rd Class Petty Officer (AT3).
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Repaired AC/DC circuits, digital and fiber optic circuits, power supplies and servo systems
- Repaired and tested navigation systems, radar switchboards and repeaters and Tactical Air Navigation (TACAN) systems
- Treated classified data with utmost discretion, following military and federal protocols
Education
Some College (No Degree) - Electronics Technology
Skills
- Problem-Solving
- Employee Development
- Budget Management
- Staff Training
- Work Planning and Prioritization
- Teamwork and Collaboration
- Customer Service
- Leading Team Meetings
- Technical Support
- Flexible and Adaptable
- Customer Relations
- Relationship Building
Certification
- Solid DAS installation and commissioning - October 2018
- Commscope DAS installation and commission - October 2018
- JMA Wireless DAS commissioning and iBwave training - November 2018
References
Available upon request
Section name
Scuba Instructor for 25+ years, both SDI/TDI and PADI certified.
Languages
Italian
Limited Working
Timeline
Wireless Support Manager (NOC) - Corning Optical Communications
05.2019 - Current
System Performance Engineering Manager - Verizon Wireless
10.2015 - 05.2016
Principal System Performance Engineer - Verizon Wireless
04.1999 - 12.2018
System Performance Engineer - AirTouch Wireless
03.1995 - 04.1999
Network System Technician - US West New Vector
10.1991 - 03.1995
Service Technician - Motorola
04.1989 - 10.1991
Anti-submarine Warfare Technician - United States Navy
12.1985 - 10.1989
United States Navy Avionics School - Some College (No Degree), Electronics Technology