Summary
Overview
Work History
Education
Skills
Timeline
Generic

MICHAEL Drew Russell

Cullman,AL

Summary

Highly-qualified Operations Manager successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hard-working leader with history of streamlining operations and meeting all company metrics.

Overview

11
11
years of professional experience

Work History

Manager, Field Operations

Spectrum
12.2022 - Current
  • Oversee daily Field Operations for all of N AL such as Repeat Management, Production, Customer Satisfaction and Performance Management.
  • Directly support 4 Field Supervisors that support 44 Total Technicians. Developing coaching skills and ensuring that teams are held accountable to performance standards on a daily basis.
  • Manage staffing throughout the week to ensure that all customer needs are met within a timely manner.
  • Coordinate with multiple departments on different projects/ daily operations to ensure all customer needs are met for day to day task or long term projects.

Technical Operations Supervisor

Spectrum
07.2018 - Current
  • Support my team by building a positive culture, provide training and encourage professional growth with each individual technician.
  • Manage all accidents related to my team and other supporting supervisors as needed. Including
    investigating, completing all reports, completing any necessary drug testing and disciplinary action as needed.
  • Run all customer escalations including corporate escalations and resolving any and all their concerns.
    Ensuring to follow up and communicate with the customer to make sure issues are resolved and the customer is satisfied.
  • Communicating any network related issues up through the ROC, making sure to be onsite with needed test
    equipment for assistance and validation of resolution.
  • Support company goals and metrics by holding my team accountable for their individual performances making sure they are meeting company expectations.

Maintenance Technician

Spectrum
11.2015 - 07.2018
  • Resolve line problems using soft tools, prints and meter levels
  • Follow up with customer to ensure customer satisfaction
  • Maintain plant issues including CLI, Noise on the return path, sweeping plant for forward and return issues
  • Repairing trunk/ feeder as needed and when replacement is needed make sure to follow the process thoroughly including temporary cabling and and TDR's
  • Communicating with management in a timely manner as need especially on outage time.

Field Technician

Spectrum
08.2013 - 11.2015
  • Responsibilities included arriving on time to first job daily, setting ETA's and adjusting as need to stay in compliance and meet customer expectations
  • Thoroughly troubleshoot customer issues from the tap to the CPE
  • Replacing Drops and or home runs as needed
  • Educating customers on all services and our equipment before leaving the home
  • Escalating network related issues to management ASAP to ensure timely resolution
  • Maintain a clean well stocked truck to make sure I was efficient throughout my daily route

Education

High School Diploma -

Pinson Valley High School
Pinson, AL
05.2013

Skills

  • Microsoft Word, Excel, PowerPoint
  • Multitasking
  • Team Leadership
  • Staff Development and Training
  • Adaptability
  • Effective Communication

Timeline

Manager, Field Operations

Spectrum
12.2022 - Current

Technical Operations Supervisor

Spectrum
07.2018 - Current

Maintenance Technician

Spectrum
11.2015 - 07.2018

Field Technician

Spectrum
08.2013 - 11.2015

High School Diploma -

Pinson Valley High School

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MICHAEL Drew Russell