Eugenio Cruz
Seffner,FL
Summary
To secure a position with a well-established organization with a stable environment that will lead to a lasting relationship in the field as Project Supervisor of Technical Operations and where my experience can be utilized to improve customer satisfaction and results. Multi-faceted, efficient & reliable professional with 19 years of experience, of which 9 have been in management in the Technical Operations, with residential customer and small business clients.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Fully Independent OSP Engineer Contractor/Project Manager
Rives Monteiro Engineering LLC.
02.2018
- Fiber and Coax splicing and repair, troubleshooting and emergency restorations
- Commercial installs, Comcast, Spectrum
- Verizon, Cox
- Node Splits, Metro E, Harmonic RFI node upgrades, CWDM, DWDM, filters, reroutes, hub collapse, WIFIs, 5-85 RF Upgrades, Sweep, GPONS.
OSP Engineer
Advance Media Technologies
09.2016 - 01.2018
- Use technical expertise to provide a range of services and engineering solutions revolving around different modes of communication and information transfer, such as wireless telephony services, radio and satellite communications, internet, Balancing, sweeping, Fiber splicing, Coax splicing and broadband technologies and Training
- Most of the work is carried out on a project basis with tight deadlines and well-defined milestones for the delivery of project objectives
- I am also involved across all aspects of service delivery, from carrying out feasibility exercises and determining connectivity to preparing detailed, technical, and operational documentation and as needed.
Supervisor Field Operations
Charter Communications/Brighthouse Networks LLC.
10.2010 - 01.2018
- Supervisor responsible for planning and managing all field operations personnel responsible for closing pending work orders
- Develops and oversees Training processes and workload
- Accountable for achieving assigned revenue goals and quotas of the service team
- Coordinates workflows
- Works with field technicians to ensure that customers understand the benefits and features of new products, services, and programs
- Oversees the processing of in-house service orders and documentation for accurate and timely installation and turn-up of sold accounts
- Prepare regular work activities reports
- Assigns tasks
- Checks and guides work at frequent intervals
- Trains employees on daily tasks and specialized troubleshooting techniques
- Troubleshoots and repair challenging issues that can affect the outcomes of the service team
- Negotiates with difficult customers
- Sets priorities for leads and participates in review of performance staff.
Lead Service Technician
Bright House Networks
04.2005 - 10.2010
- Consistently led a team of 50 individuals to reach bi-weekly sales goals, growth, and technical metrics
- Highly skilled in communicating effectively with technicians, peers, and management
- Strong leadership, organizational, time management, and mentoring skills
- Proven ability to meet targeted goals, build professional relationships with a diverse customer base, maximize company profit, and present a professional image
- Ensure quality during daily operations to enhance customer experience
- Responsible for building rapport with customers to maintain long lasting relationships
- Excellent business to business skills and talents, with comprehensive knowledge in brand, product presentation, pricing, and promotions
- Evaluate the performance of assigned technicians and report the results of such evaluation to the service Manager
- Responsible for Training Technicians on test equipment usage and troubleshooting techniques
- Demonstrate competency in splicing coax
- Responsible for any Fiber Optic restoration
- Responsible for compliance with all company safety policies and procedures.
Education
Broadband Technology and Communications -
Arapahoe Community College
Colorado, USA01.2015
Diesel and Marine Mechanic Engineering -
Automeca Technical College
Caguas, P.R.07.1994
Skills
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
- Customer Service - Responsible for enhancing the level of customer service satisfaction to generate revenue and build relationships
- Equipment Maintenance - Performing routine maintenance on equipment and determining when and what kind of maintenance is needed
- Speaking - Communicate with other departments to convey information effectively and improve repair times
- Confidence- The ability to take initiative and easily step into any role necessary to take over the management of an existing client base
- Team Building- Maintain a positive working relationship with key decision makers
- Bilingual- English and Spanish
Certification
- Master Technician
- Master Technician HFC Network
- Master Technician CPE
- Return Path Operator
- Senior Master Technician
- Leader Ship 101
- Effective Supervision
References
Available upon request
Timeline
Fully Independent OSP Engineer Contractor/Project Manager
Rives Monteiro Engineering LLC.
02.2018
OSP Engineer
Advance Media Technologies
09.2016 - 01.2018
Supervisor Field Operations
Charter Communications/Brighthouse Networks LLC.
10.2010 - 01.2018
Lead Service Technician
Bright House Networks
04.2005 - 10.2010
Broadband Technology and Communications -
Arapahoe Community College
Diesel and Marine Mechanic Engineering -
Automeca Technical College
- Master Technician
- Master Technician HFC Network
- Master Technician CPE
- Return Path Operator
- Senior Master Technician
- Leader Ship 101
- Effective Supervision
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