Jack McCadden

COO

Granite Telecom

12.2021 - Current

Built and managed Granite’s Network Integration (Field Services) from $480K in annual revenue to $115M in annual revenue with 41% GPM and 18% NET.
Hired and trained all staff (Engineering, Sales, Ops)
National Deployments, Wi-Fi Design Builds, Large structured cabling projects, four wall retail maintenance programs (MRC).
Build 100,000 sqft Staging and kitting Center with forty-two distributed smaller depots across the US to support 4-hour gear replacement program (MRC)
Promoted to COO in December of 2021. 7 VP direct reports and 1076 FTE’s
Responsible for day-to-day operation of the company
Customer Service and support
Network Operations and the NOC
Mobility Practice
Solutions Engineering and Pricing
Project Management Office
Simple and Complex solutions
Network Integration Design Build
Service Delivery
Provisioning
Product
Managing Granite transition from POTS based to a Tech based company.
Leading IT team on system transition from legacy support to new platforms Salesforce, ConnectWise, Neustar, MuleSoft and SAP
Also partnering with our Technology Team SVP on automation improvements to streamline internal processes and to build new customer-facing portals and self-serve ordering.
Improvements made so far:
Order Booked to Billed: Improved 150%
Improved Operating income from $285M in 2021 to $322M in 2024 with declining revenues.
Managed Post COVID return to the office policy.
Granite’s largest deployment, USPS Tech refresh.
11,000 sites Broadband, Cradle point back up SD WAN and structured cabling.
Customer Dispute Resolution
NOC ticket escalations
Ninety-eight percent of all orders placed in
Eighty-eight percent of all P1 Managed service tickets resolved in
On Time Project completion rate of 97%
First Dispatch Success rate of 94%
All Call Center calls answered in < 30 seconds.
38 years in the communication industry
6 years with smaller integrators/OSP fiber companies
Largest Project: designed and Project managed the Olympic Broadcast Center for the 1996 Atlanta Olympic Games
8 Years with Black Box Network Services
Managed the Boston, MA branch.
Managed the Denver, CO branch.
Global Account Manager New England Region