James Gresham
Hilton
Overview
10
10
years of professional experience
Work History
Supervisor
Commercial Customer Support Center
Rochester, NY
01.2022 - Current
- Oversee network reliability, ensuring quick resolutions and SLA adherence
- Mentor Tier 1 staff in technical skills, enhancing team capabilities
- Coordinate with multiple departments to improve support processes
- Manage network tools for optimal performance and issue identification
- Streamline operational processes through advanced Microsoft suite utilisation, while maintaining technical oversight of Layer 2 switching and IP protocols
- Pioneer technical solutions in enterprise systems including REACT, NIMA, M6, elevating service standards and operational efficiency
- Orchestrate resource allocation and budgetary management across locations, ensuring optimal service delivery and operational excellence
- Lead cross-functional network reliability initiatives while mentoring support staff, implementing strategic process improvements, and maintaining service excellence
Supervisor
CPE NOC
Rochester, NY
01.2017 - 01.2022
- Resolved complex network issues, boosting customer satisfaction and reliability
- Spearheaded root cause analysis initiatives and implemented preventive measures, reducing recurring network issues and enhancing customer equipment uptime
- Orchestrated cross-functional partnerships with CPE vendors and regional managers to resolve complex network outages and equipment failures efficiently
- Optimised NOC operations through systematic monitoring and maintenance of network performance tools, ensuring consistent CPE reliability and customer satisfaction
- Developed comprehensive staff training programmes and established innovative NOC procedures, fostering team growth and operational excellence
Network Operations Supervisor
CT FAST
New Haven, CT
01.2015 - 01.2017
- Managed escalations for East Region operations, enhancing service coordination and quality
- Optimized workforce scheduling, aligning resources with demand and company goals
- Facilitated staff development, ensuring continuous progress and skill enhancement
- Addressed customer survey issues promptly, collaborating for effective resolutions
- Introduced new products, achieving revenue growth through innovative team strategies
- Led network operations team, streamlined dispatch processes, and enhanced customer service quality, resulting in 15% revenue growth through strategic team incentives
- Optimised workforce scheduling and resource allocation, responding to SVP/VP escalations while maintaining operational excellence across multiple departments
- Spearheaded product trials in Vantage market, implemented new service offerings, and developed staff through targeted training programmes
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Skills
- Schedule development
- Employee motivation
- Coaching and mentoring
- [Software] experience
- Decision-making
- Workflow management
- Documentation and reporting
- Employee development
- Policy enforcement
- Process improvement
- Task delegation
- Priority management
- Staff management
- Budget management
- Expectation setting
- Payroll processing
- Conflict resolution
- Processes and procedures
- Team building
- Staff discipline
- Staff development
- Verbal and written communication
- Attention to detail
- Relationship building
- Analytical thinking
- Goal oriented
- Complex Problem-solving
- Department organization
- Customer service
- Public speaking
- Performance management
- Training and mentoring
- Process monitoring and improvement
- Safety protocols
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Supervisor
Commercial Customer Support Center
01.2022 - Current
Supervisor
CPE NOC
01.2017 - 01.2022
Network Operations Supervisor
CT FAST
01.2015 - 01.2017
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