Erik J. Smith
Technical Operations Manager Of Arlington/Washington DC, Comcast Communications
Brandywine,Md
Summary
Accomplished management professional with 28 years of career progression in the Telecommunications Industry. Proven effective leader skilled in development and oversight of high-performing, multi-disciplined and quality-oriented teams. Adept problem solver, employing creativity and innovation to overcome challenging and complex issues across employees and processes, while managing cost. Remains calm and poised even in high-pressure situations. Organized and diligent with excellent written, oral, and interpersonal communication skills. Cultivates a company culture of two-way communication that encourages employees to feel comfortable voicing their questions and concerns as well as contributing new ideas.
Overview
4
4
years of post-secondary education
28
28
years of professional experience
Work History
Technical Operations Manager of Washington DC
Comcast Communications
03.2012 - Current
- I manage the day-to-day activities of roughly 115 Field Technicians in Arlington and Washington DC to include shifts, quality performance, productivity, and quota management.
- Created development plans for the frontline leadership to help assist with perfecting their technical and leadership skills by providing timely constructive feedback and how to develop goals to be successful in their careers.
Maintenance Supervisor
Comcast Communications
10.2009 - 03.2012
- Manage the day to day activities of the Network Technicians to include, weekly on-call scheduling, outages, priority plant tickets, service call alerts , market health and leakage jobs to ensure timely completion.
Interim Warehouse Supervisor
Comcast Communications
06.2009 - 09.2009
- Managed the central warehouse staff to ensure that each hub facility had the necessary equipment and materials for the field technicians to perform their daily installs and trouble calls.
- Ensured that each piece of Customer Premise Equipment (CPE) was properly tested, cleaned, wrapped and shipped to each location in a timely manner.
Supervisor
Comcast Communications, Local Network Operations Center, LNOC
07.2008 - 05.2009
- Supervised NOC representatives to ensure that they were assisting the field maintenance technicians using automated tools such as TTS, Scout and the first versions of watchtower.
- Monitored the trouble call pool in cable data to make sure that the team would cancel any calls prior to truck rolls, which would help reduce the systems defect rate.
- Coordinated closely with the Call Center teams to ensure timely responses to cleared outages and system plant issues as to reduce trouble calls.
Technical Operations Manager of Prince Georges County
Comcast Communications
01.2004 - 07.2008
- Managed the day-to-day activities of the fulfillment technicians to include shifts, quality, productivity and quota management.
- Created development plans for the frontline leadership to help assist with perfecting their technical and leadership skills by providing constructive feedback and SMART goals.
Technical Operations Supervisor
Comcast Communications
10.1999 - 01.2004
- Supervised a team of service technicians and maintenance technicians on their daily job assignments.
- Had to ensure that each technician arrived to work on time and completed their jobs within specific time frames.
- Conducted monthly scorecard reviews for each technician to discuss goals and their performance.
Multivision Cable/Maryland Cable/Jones Communications
01.1993 - 10.1999
- During this period, I was an installer technician, lead installer, service technician and a maintenance technician.
- As an installer I performed disconnects, single family and multi-dwelling unit installs daily.
- While being a lead technician, I performed quality control checks on completed field jobs.
- Also assisted the supervisor with the daily routing of the technicians to ensure efficient and productive routes.
- This job also required me to complete commercial installs and post-wires.
- Then as a maintenance technician, was responsible for plant maintenance by performing sweeping and balancing of the system twice a year, conducting proof of performance 24-hour test, repairing leaks, and completing daily work as assigned.
Education
High School Diploma - undefined
Lafayette High School
01.1986 - 01.1990
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
Cableundefined
Timeline
Technical Operations Manager of Washington DC
Comcast Communications
03.2012 - Current
Maintenance Supervisor
Comcast Communications
10.2009 - 03.2012
Interim Warehouse Supervisor
Comcast Communications
06.2009 - 09.2009
Supervisor
Comcast Communications, Local Network Operations Center, LNOC
07.2008 - 05.2009
Technical Operations Manager of Prince Georges County
Comcast Communications
01.2004 - 07.2008
Technical Operations Supervisor
Comcast Communications
10.1999 - 01.2004
Multivision Cable/Maryland Cable/Jones Communications
01.1993 - 10.1999
High School Diploma - undefined
Lafayette High School
01.1986 - 01.1990
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