James A. Davoren
Dorchester,MA
Summary
Detail-oriented senior supervisor with 10+ years in IT Operations and an emphasis on restoration and management. Led multiple teams in escalating and executing repairs, implemented new department procedures, facilitated exceptional customer engagement, and developed entry level talent into management.
Overview
11
11
years of professional experience
Work History
NETWORK OPERATIONS SENIOR SUPERVISOR
Granite Telecommunications LLC
04.2016 - Current
- Developed highly efficient Dedicated Repair team through ongoing coaching and professional development opportunities
- Compiled physical files and digitized records organized for easy updating and retrieval by authorized team members
- Coached and assisted employees with day-to-day work and complex repairs by applying motivational and analytical strategies
- Conducted weekly one-on-ones and quarterly evaluations reports for Level 1 through Team Lead analyst for team of 11 analysts
DATA REPAIR TEAM LEAD
Granite Telecommunications LLC
05.2014 - 04.2016
- Drove resolution of high-level escalations for clients including but not limited to Sprint Nextel Corp and Brookdale Senior Living reducing repairs by 45%
- Executed daily quality assurance and audit checks for calls and trouble tickets
- Resolved remote issues on bi-weekly conference calls from major fortune 500 companies and government organizations by working with customer NOCs, major LECs and vendor technicians
- Demonstrated strong organizational and time management skills while managing multiple projects
SENIOR DATA REPAIR ANALYST
Granite Telecommunications
06.2012 - 05.2014
- Volunteered on-call for escalated issues during after-hours and weekends
- Maintained escalation queue of 25 - 50 repairs, which involved working on chronic issues with director and VP visibility
- Generated plans for department improvement, along with daily reporting of escalations and outages to executive and middle management
- Delivered expert knowledge of escalation procedure, data repair products, equipment configuration and repairs in interdepartmental meetings
Education
Bachelor of Science - Technology Service Management
Johnson & Wales University
Providence, RI2011
Skills
Leadership/Management
Project Leadership
Detail-Oriented Analyst Development & Coaching
Quality Assurance & Reporting
ConnectWise
Diagnostics and Maintenance
Customer Relations and Communications
Data Analysis and Assessments
Negotiations
Senior Leadership Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The true power of a committed decision is to cut off all other possibilities and commit your entire being to what it is you want.
- unknown
Timeline
NETWORK OPERATIONS SENIOR SUPERVISOR
Granite Telecommunications LLC
04.2016 - Current
DATA REPAIR TEAM LEAD
Granite Telecommunications LLC
05.2014 - 04.2016
SENIOR DATA REPAIR ANALYST
Granite Telecommunications
06.2012 - 05.2014
Bachelor of Science - Technology Service Management
Johnson & Wales University
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