James Guidry
Port Arthur,TX
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet stakeholder needs. Diligent trainer and mentor with exceptional management abilities and proactive, results-driven approach.
Overview
27
27
years of professional experience
6
6
Certifications
Work History
ISP Manager
Charter Communications
Port Neches
06.2021 - 12.2023
- Improved team effectiveness by implementing strategic process improvements and conducting thorough internal audits. (Root cause analysis database, MTTR metrics, signal flow diagrams.)
- Developed and maintained comprehensive documentation to ensure compliance with leadership directives and regulatory requirements. (Floor plans, signal and power one-lines, fiber matrices.)
- Develop targeted weekly training sessions for better understanding of diverse RF, optical and IP networks, leading to increased efficiency in daily operations. (Online tools, SNMP monitoring, router/switch CLI, inter-vertical troubleshooting. Results include five nines uptime, MTTR < 2 hours, customer impact < 5 minutes in scheduled maintenance windows.)
- Provided visibility to leadership into performance metrics through immediate communication of irregularities as well as weekly, monthly and quarterly reports. (Fix agent and leadership escalations, root cause analysis.)
- Managed and oversaw routine and emergency maintenance of critical infrastructure systems. (HVACs, rectifiers, DC plants, inverters, transfer switches, generators, etc., as well as the grounds and buildings themselves.)
VARIOUS (ISP Engineer, Supervisor, Network Admin)
Charter Communications
Port Neches
06.2007 - 06.2021
- Improved network performance by designing and implementing ISP infrastructure upgrades. (Created schematic of existing RF network, redesigned and launched improved network with increased test points for troubleshooting.)
- Optimized bandwidth allocation for enhanced customer experience through regular monitoring and adjustments.
- Reduced network downtime by proactively identifying and resolving connectivity issues. (SNMP monitoring, resolution usually before the morning reports.)
- Collaborated with cross-functional teams to deliver large-scale projects on time and within budget constraints. (Removal of Motorola overlay, launch of SDV, launch of IP-to-the-edge.)
- Ensured high-quality customer support by training and mentoring junior engineers in troubleshooting techniques and best practices. (Launched IP network connectivity of CHPMax platform, developed troubleshooting/resolution procedures for same, developed CLI troubleshooting procedures for routers/switches and CMTSes.)
Cable Technician
Time Warner, TCI Cablevision
Nederland, TX
09.1996 - 06.2007
- Developed procedures, tools and training for the initial launch of Roadrunner HSD. (Installation one-sheet and CD, smartphone QC app.)
- Developed tools for configuring static modems, monitoring commercial modems for proactive service, and providing leadership with reports on desired metrics. (Linux, Visual Basic, Perl, SNMP, US utilization
- Mentored junior personnel, providing training and support to improve customer experience.
- Performed troubleshooting of systems with techniques such as speed, tracert and ping tests, as well as signal level meters, volt-ohm meters, light meters, etc.
- Completed new connects, reconnects, disconnects, and service changes for residential and commercial customers.
Skills
- Root cause analysis
- Cross-functional Collaboration
- Documentation Control
- Quality Management Systems
- Training/Mentoring
- Change Management
- Microsoft Office - Excel (formulas, VBA macros, database integration), Visio, Word, etc
- Programming languages: Perl, VBA, Python, PowerShell, batch, etc
- Computer skills: Windows, Linux, VxWorks, command line, SSH, telnet, etc
- Database: SQL, MySQL, Access (w/ Excel integration)
Accomplishments
Implemented monitoring program to identify customer-impacting SDV/VOD issues proactively, allowing my team to resolve the issue oftentimes before the morning report was run.
Managed team of five highly-skilled engineers during launch of multiple new products; e.g., CCAP, DAA and FTTH.
Through team training and redesigned response protocols, reduced mean-time-to-repair to under two hours.
Developed formula-driven spreadsheets to monitor customer impact during maintenance windows, to rapidly generate reports from disparate data sets, and to provide summary views of the state of the inside cable plant for SE Texas.
Certification
NCTI
Certified Master Technician
SCTE
Broadband Distribution Specialist
Broadband Transport Specialist
Broadband Telecom Center Specialist
Digital Video Engineering Professional
DOCSIS Engineering Professional
Timeline
ISP Manager
Charter Communications
06.2021 - 12.2023
VARIOUS (ISP Engineer, Supervisor, Network Admin)
Charter Communications
06.2007 - 06.2021
Cable Technician
Time Warner, TCI Cablevision
09.1996 - 06.2007