Jesse Dapra
Network Operations Center Supervisor
Pittsburgh,PA
Summary
Dynamic IT leader focused on enhancing team efficiency through structured workflows and comprehensive documentation. Proven success in mentoring teams and managing after-hours operations, ensuring effective communication and issue resolution. Dedicated to fostering a collaborative environment that maximizes performance and supports continuous improvement.
Overview
10
10
years of professional experience
Work History
Network Operations Supervisor
DQE Communications
Pittsburgh, PA
09.2025 - Current
- Led second-shift NOC operations, managing after-hours incidents with full ownership of communication, prioritization, and coordination of field and technical resources
- Acted as incident lead during outages, coordinating real-time troubleshooting, escalation, and cross-team collaboration to restore services
- Introduced structure to a previously informal NOC environment by developing and standardizing workflows, troubleshooting guides, and operational procedures, improving consistency and team efficiency
- Mentored team of 9 NOC technicians through monthly 1:1s, providing technical guidance and career development planning that enhanced performance and retention
- Authored and maintained comprehensive technical documentation and run-books, enhancing issue resolution speed and facilitating knowledge sharing across team
Field Service Supervisor
Boldyn Networks
Pittsburgh, PA
07.2022 - 09.2025
- Lead a team of field technicians, managing operations and project delivery across multiple regions, with a focus on improving IT infrastructure and service delivery.
- Managed project budgets, timelines, and resource allocation, ensuring successful project execution and alignment with business objectives.
- Oversaw QA/QC operations, completing audits on new projects and ensuring tight deadlines were met while collaborating with director and project managers to enhance project delivery processes.
- Fostered collaboration by coaching, training, and developing team members, maximizing performance and ensuring delivery of high-quality IT support.
- Developed and implemented Standard Operating Procedures (SOPs) to manage ticket flow and provide 24/7 after-hours on-call support.
Field Service Technician
Boldyn Networks
Pittsburgh, PA
12.2019 - 07.2022
- Managed client relationships, delivering IT support, troubleshooting, and system maintenance to enhance operational efficiency.
- Designed and executed a network expansion project, improving Wi-Fi network density by 40% after identifying weak spots in a site survey and heat mapping.
- Led a new team responsible for quality assurance and audits, improving project oversight and delivery by implementing structured review processes.
Operations Manager
Men's Wearhouse
Monroeville, PA
08.2016 - 11.2019
- Ranked among top 10% of stores nationwide for sales and volume growth for two consecutive years (2018-2019).
- Awarded "Top Store in Volume Increase" for 2018 and recognized for significant contributions to system enhancements.
- Achieved customer satisfaction rating above 94% annually and represented store in community outreach initiatives.
- Managed daily operations of store, fostering safe, productive, customer-focused environment.
Education
High School Diploma - Monroeville, PA
Gateway High School
Monroeville, PA01-2014
Skills
- Network Monitoring and Troubleshooting
- Incident Management and Escalations
- Installation and Deployment
- Project Management
- Operations Management
- Quality Assurance
- Technical Documentation
- Workflow Standardization
- Team Leadership and Development
- Customer Relationship Management
Timeline
Network Operations Supervisor
DQE Communications
09.2025 - Current
Field Service Supervisor
Boldyn Networks
07.2022 - 09.2025
Field Service Technician
Boldyn Networks
12.2019 - 07.2022
Operations Manager
Men's Wearhouse
08.2016 - 11.2019
High School Diploma - Monroeville, PA
Gateway High School