Joel Knight
Charlotte,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Technical and detail-oriented, with focus on Service Excellence to meet team goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Training Manager
AT&T Communications
02.2018 - 05.2021
- Developed and implemented comprehensive training program to over 1000 new hires over 10 years. increasing employee productivity and efficiencies.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Monitored and evaluated training performance to determine skill gaps, quality and comprehension., increasing Trainer survey scores between 95%-100%
- Creating Academic Progress reports for assigned supervisors of new hires.
- Arranged for Partner presentations with American Red Cross, Cisco Networking, AT&T referrals, Employee Resource Program.
- Compiled Resource Manual and FAQs for new hires.
Installation Supervisor
AT&T Communications
10.2008 - 02.2018
- Oversaw internal, external and consultant work related to installations, repairs, and maintenance.
- Scheduled time shifts for coverage and forecasting.
- Completed visits before, during and after installations to assess quality and performance.
- Approved timecards, vacation requests, and mandatory overtime levels.
- Weekly Coaching Team meetings to decrease errors and improve efficiencies.
- Responsible for Hiring, Career advancement recommendations, Disciplinary actions, and Termination in accordance with Union Contract.
- Partnered with Employee work groups for employee engagement.
- Maintained #3 in National scoreboard for Installation Managers consecutively 1st, 2nd, and 4th quarters.
Installation and Service Technician
AT&T
07.1996 - 10.2008
- Diagnosed and troubleshot system faults, identifying equipment issues and resolutions.
- Maintained high level of safety when using hand and power equipment for hoisting, measuring, testing, and drilling of various types of installations.
- Installed and configured new DSL, UVerse, Voice and Internet equipment systems according to company standards.
- Install and rearrange inside and outside wiring, terminal feeds, central office connections.
- Follow Customer Care protocols; Educated customer on service features, billing, equipment functionality and company contact numbers.
- Pulled wiring through drywall barriers, crawl spaces, attics and beyond - with and without 25ft ladder. * Carried up to 65 pound bundled wire long distance via walking, utility carts, and carrying up telephone poles.
- Met and Exceeded Quota Targets for KPI levels throughout all quarters.
- Received Customer Care Award and various Performance recognitions.
Education
Associate of Arts - Business Administration And Management
Wagner College
Staten Island, NY05.1984
High School Diploma -
Darrow School
New Lebanon, NY06.1981
Skills
- Time Management and Team building
- Multimedia Development
- Ability to lift/load packaging exceeding 50 pounds
- Excellent communication and presenter skills
- CISCO and Software Defined Networks
- Microsoft Office - Word, Excel, Powerpoint
- Needs Assessment
- Conflict Resolution
Certification
- Certified Software Defined Networks. Open Network Foundation
- Cisco Network Administration; Cisco Academy
- CPR Certified Trainer, American Red Cross
Timeline
Senior Training Manager
AT&T Communications
02.2018 - 05.2021
Installation Supervisor
AT&T Communications
10.2008 - 02.2018
Installation and Service Technician
AT&T
07.1996 - 10.2008
Associate of Arts - Business Administration And Management
Wagner College
High School Diploma -
Darrow School