Hi, I’m
Heroad Mederick
Orlando,FL
Summary
Insightful Manager with 23+ years experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
23
years of professional experience
Work History
Verizon Wireless (formerly Tracfone Wireless)
Supv-System Ops
01.2022 - Current
Job overview
- Identified opportunities for process automation, leading to increased efficiency and reduced manual provisional order workloads for staff members.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Provide support and guidance to the team, helping to resolve any issues that arise relating to internal and external partners.
- Allocated resources and managed 15+ testers daily ensuring business change request were tested end-2-end via the lower testing environment and released into production without issues.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Improved customer satisfaction by promptly addressing and resolving client concerns as an On-Call Manager.
- Optimized test case coverage by identifying gaps in existing test plans and devising new strategies for comprehensive testing.
- Worked flexible hours across night, weekend, and holiday shifts.
TracFone Wireless, Inc
Carrier Automation Manager
01.2018 - 01.2022
Job overview
- Set forecast release dates for projects via Jira by analyzing development time and necessary testing efforts
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing a business perspective.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Defined clear targets and objectives and communicated to other team members.
- Bi-weekly team meeting to discuss initiative, upcoming developments,company goals and pending task.
- Train, coach, and counsel all direct reports in order to continue their career development within the company
- Coordinated training programs for new hires, ensuring comprehensive onboarding experiences for all employees.
TracFone Wireless, Inc
Carrier Automation Supervisor
01.2011 - 01.2018
Job overview
- Improved customer satisfaction by promptly addressing and resolving client concerns as an On-Call Supervisor.
- Conducted mid-year performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Ensure agents are maintaining "first time success rates" when working provisioning orders.
- Managed on-call schedules for staff members, ensuring optimal coverage during high-demand periods.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Worked effectively in fast-paced environments.
TracFone Wireless, Inc
Carrier Support Automation Analyst/QA Tester
08.2001 - 01.2011
Job overview
- Maintained the integrity of TracFone’s Intergate Application Programming Interface for provisioning by performing research and analysis of daily transactions to compile a report of trends that were negatively impacting customer experience.
- Tasked with developing test plans then performing core and sanity regression testing of new code changes in both lower test environments as well as Production, all while simultaneously working with cross-functional teams to report defects and verify the success of the fixes/enhancements deployed.
- Analyze Provisioning Platform failed transactions and review potential fix to implementation developer.
- Engage Internal and External NOC teams to report, escalate, and work to resolution any issue(s) impeding normal system /service processing.
- Provide support to internal teams needing assistance with TracFone’s Provisioning Platform or provisioning partners
- Provided On-Call support during on and off peak hours
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Education
Miami Dade College
Bachelor of Science from Computer Systems Networking And Telecommunications
06-2019
Timeline
Supv-System Ops
Verizon Wireless (formerly Tracfone Wireless)
01.2022 - Current
Carrier Automation Manager
TracFone Wireless, Inc
01.2018 - 01.2022
Carrier Automation Supervisor
TracFone Wireless, Inc
01.2011 - 01.2018
Carrier Support Automation Analyst/QA Tester
TracFone Wireless, Inc
08.2001 - 01.2011
Miami Dade College
Bachelor of Science from Computer Systems Networking And Telecommunications
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