Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline

Jaime Danny Valverde

Charlotte,NC

Summary

Telecommunications Supervisor & Team Leader

Accomplished telecommunications supervisor with 4 years of experience directing network operations and technical teams to deliver mission-critical voice and data services. Known for strong interpersonal leadership and 360° team development—experimenting with best-in-class industry practices, equitable coaching, and performance-driven culture—which improved team engagement and uptime. Adept at overseeing cable and RF systems, managing escalations, liaising with cross-functional partners, and ensuring compliance with SLAs and safety standards. Enthusiastic about driving service reliability and mentoring teams toward continuous improvement in digital infrastructure environments.

Key highlights:

• Team Leadership & Coaching: Proven ability to lead, develop, and mentor.

• Customer Relations: Skilled at collaborating with clients to resolve issues swiftly and professionally.

• Compliance & Safety: Consistently maintain adherence to safety protocols, FCC regulations, and SLA requirements.

Overview

22
22
years of professional experience

Work History

Small Business Repair IT Supervisor

Charter Communications
09.2022 - Current
  • Manage all aspects of performance for a team of 20 IT agents to boost customer experience.
  • Improve company ranking from 20th to 6th.
  • Enhance team performance and efficiency through coaching and close monitoring.
  • Employ logical thinking to empathetically deescalate customer concerns and provide effective solutions to achieve customer satisfaction.
  • Promoted from Team Lead to Supervisor in 2 months because of excellent performance, value delivery, and strict adherence to operational procedures.

Repair Team Lead

Charter Communications
07.2022 - 09.2022
  • Drove call escalations with professionalism and in-depth knowledge while coaching agents on best practices for troubleshooting to ensure success and satisfaction.
  • Assisted agents with identification and solutions for call issues in real time.
  • Committed to leadership that increases performance and productivity across the team.
  • Sustained relationship building effort and gained trust with many customers, senior leaders, and other staff across IT & business functions.

Technical Support REP 2

Charter Communications
05.2022 - 06.2022
  • Provided excellent support to a daily average of 40-50 small businesses.
  • Finished in the top 10 of SMB Repairs Department for June 2022.
  • Leveraged proficiency in OMSe, Meta, Voice manager, Copilot, and billing software CSG/Agent OS to evolve and transform business functions profitably.

Technical Support REP 1

Charter Communications
05.2021 - 05.2022
  • Oversaw troubleshooting, system operation and delivered excellent IT support services to customers.
  • Performed in top 10% nationally in SMB Repairs department 4 out of 6 months.
  • Executed training procedures to ensure all new hires are successful in new roles (FAN).
  • Collaborated with department heads to streamline processes and develop enhancements for new-hire training for sustainable best practices.
  • 2025 Step program for Manager Exploration

Manager-In-Training (MIT); Bartender

Legion Brewery South Park
01.2018 - 12.2020
  • Managed a team of 30 people during manager-in-training (MIT) shifts.

Bartender/Trainer

P.F. Chang's South Park
01.2004 - 12.2019

Education

Network And Application Security -

University of The People
06-2024
  • Programming Fundamental
  • Databases 1
  • Introduction to statistics
  • Computer systems
  • Communications and Networking
  • Advanced Networking and Data security
  • System & application security

IT Support Certificated -

Google Career
03-2021
  • IT support specialist
  • The bits and bytes of computer networking
  • Operating systems: becoming a power user
  • System administration and IT infrastructure services
  • IT security: Defense against the digital dark arts

High School Diploma -

Central Piedmont Community College, Charlotte, NC
12-2011

Skills

  • Team development
  • Technical leadership
  • Teamwork and collaboration
  • Time management
  • Attention to detail
  • Reliability
  • Organizational skills
  • Effective communication
  • Team building
  • Goal setting

Accomplishments

    I completed the Step Forward Mentorship Program for Manager Exploration. I am excited for the opportunity to continue developing my skills and exploring potential growth with the company.

Languages

Spanish
Native or Bilingual

Timeline

Small Business Repair IT Supervisor - Charter Communications
09.2022 - Current
Repair Team Lead - Charter Communications
07.2022 - 09.2022
Technical Support REP 2 - Charter Communications
05.2022 - 06.2022
Technical Support REP 1 - Charter Communications
05.2021 - 05.2022
Manager-In-Training (MIT); Bartender - Legion Brewery South Park
01.2018 - 12.2020
Bartender/Trainer - P.F. Chang's South Park
01.2004 - 12.2019
University of The People - Network And Application Security ,
Google Career - IT Support Certificated,
Central Piedmont Community College - High School Diploma,

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Jaime Danny Valverde