Josh Gill
Clayton,GA
Summary
Multi-talented Field Operations Manager proficient in leading teams, developing training and maximizing quality assurance. Demonstrated success in evaluating operations, determining problems, and creating plans to improve operations. Offering many years of progressive experience.
Overview
24
24
years of professional experience
Work History
Field Operations Manager
Kinetic
Commerce, GA
04.2019 - Current
- Managed daily operations to ensure efficiency and compliance with company standards.
- Coordinated team schedules to optimize resource allocation and workflow.
- Trained new staff on operational procedures and safety protocols.
- Oversaw inventory management processes to maintain adequate stock levels.
- Implemented quality control measures to enhance service delivery consistency.
- Facilitated communication between field teams and management for project updates.
- Monitored equipment performance and arranged timely maintenance checks.
- Developed training materials to support employee onboarding and skill development.
- Collaborated with managers to assess needs and develop program plans.
- Conducted daily inspections, recorded readings, documented mechanical issues, and provided equipment repairs.
- Monitored inventory levels in the field and coordinated restocking efforts when needed.
- Resolved customer complaints related to products or services delivered by the company's field operations team.
- Assessed operational performance of field employees and provided feedback for improvement.
- Analyzed customer data to identify trends and areas needing improvement.
- Facilitated collaboration between various departments within the organization in order to streamline processes.
- Recruited, hired, trained, managed, evaluated, coached, disciplined, and terminated staff members as necessary.
- Maintained current knowledge of industry standards and regulatory requirements pertaining to the company's operations.
- Coordinated the implementation of new policies, procedures, and processes across all field locations.
- Provided technical assistance to field personnel as required.
- Ensured effective communication between field personnel and corporate office.
- Developed strategies for improving customer service experience in the field.
- Engaged with customers onsite in order to gain better insight into their needs and expectations from our services.
- Conducted regular staff meetings to ensure efficient workflow and compliance with safety regulations.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Senior Technical Trainer
Kinetic
Cornelia, Georgia
11.2016 - 04.2019
- Developed training materials for technical processes and equipment usage.
- Facilitated hands-on training sessions for employees on new technologies.
- Collaborated with product teams to understand technical specifications and updates.
- Implemented learning management systems to streamline course delivery and tracking.
- Provided one-on-one coaching to enhance individual employee skills and confidence.
- Maintained up-to-date knowledge of industry trends and advancements in technology.
- Conducted on-site and remote training sessions to ensure effectiveness of training materials.
- Maintained records of employee attendance, progress, and certification status.
- Created learning paths, assessments, and evaluation criteria to measure performance of trainees.
- Monitored team members' development and provided additional support when needed.
- Designed interactive activities and simulations to facilitate knowledge transfer during instruction sessions.
- Provided guidance on industry certifications including preparation for exams and interviews.
- Researched best practices related to instructional design principles and adult learning theory.
- Provided feedback to technical staff on their progress throughout the training process.
- Analyzed training data to identify areas for improvement in the curriculum.
- Assisted in developing new course material as needed to keep up with changing technology trends.
- Assessed employee training needs and developed appropriate manuals and materials.
- Maintained technical expertise by attending workshops and taking educational courses.
- Lead multi-faceted courses and specific training modules relating to areas.
Network Technician
Windstream
Moultrie, Georgia
11.2007 - 04.2016
- Installed and configured network hardware for optimal performance.
- Monitored network systems to ensure continuous connectivity and reliability.
- Diagnosed and resolved network issues using troubleshooting tools and techniques.
- Documented network configurations and changes for future reference.
- Assisted in training new technicians on network protocols and practices.
- Conducted routine maintenance on networking equipment to prevent failures.
- Supported users by providing technical assistance for network-related inquiries.
- Set up and installed network cabling infrastructure.
- Resolved routing, wireless and other network-related issues.
- Installed and managed connected hardware and application components to assure nonstop environment operations.
- Read and understood network printouts to locate facility equipment.
- Terminated Cat6 cable connectors and modular plugs.
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
- Tested and evaluated network systems to eliminate problems and make improvements.
- Maintained records of repairs, upgrades, installations and other maintenance activities.
- Configured, monitored and maintained network hardware, software and communication links.
- Handled equipment repairs and related trouble reporting.
- Performed troubleshooting activities to identify and repair equipment failures or configuration issues.
- Completed post-installation tests, checking functionality.
- Analyzed system logs to detect potential issues and prevent service outages.
- Deployed patches and updates for existing systems on a regular basis.
- Monitored network traffic using tools such as Wireshark, Netflow Analyzer or similar programs.
- Assisted with the design of local area networks as well as wide area networks.
- Provided assistance in developing backup strategies for critical business data stored on the network.
- Resolved complex performance issues related to network configurations, applications, protocols.
- Coordinated with vendors for procurement of new hardware and software components as needed.
- Maintained positive working relationship with fellow staff and management.
Customer Service Technician
Alltel
Perry, GA
07.2001 - 11.2007
- Provided technical support for customer inquiries regarding telecommunications services.
- Diagnosed and resolved equipment issues for residential and business clients.
- Assisted customers with account management and service upgrades efficiently.
- Documented service interactions in company databases for future reference.
- Educated customers on product features and troubleshooting techniques effectively.
- Coordinated with cross-functional teams to address complex customer issues promptly.
- Maintained knowledge of current products and industry trends to assist customers accurately.
- Documented customer installation and upgrade procedures to maintain organizational records.
- Assisted customers with technical issues related to products or services.
- Created user accounts on the company's internal information system for new customers.
- Diagnosed system errors and network problems using remote access tools.
- Maintained accurate records of customer interactions in ticketing system.
- Conducted regular follow ups with customers regarding outstanding tickets or unresolved queries.
- Participated in training sessions conducted by external vendors or suppliers for new technologies or products.
- Recorded detailed notes about each customer interaction in order to track progress towards resolution.
- Monitored incoming calls, emails and chats to ensure quality service delivery standards were met.
- Analyzed call logs to identify areas where improvements could be made in terms of customer experience.
- Ensured all customer inquiries were answered promptly with a high level of accuracy.
- Responded to customer inquiries via telephone, email and online chat services.
- Identified and resolved customer complaints within established timeframes.
- Assessed customer needs and provided appropriate solutions in a timely manner.
- Performed troubleshooting of computer systems, networks, printers and other peripherals.
- Educated customers on how to use various products offered by the company.
Education
High School Diploma -
Colquitt County High School
Moultrie, GA05-2001
Associate of Science - Business Management
Ashworth College
Norcross, GAReferences
References available upon request.
Timeline
Field Operations Manager
Kinetic
04.2019 - Current
Senior Technical Trainer
Kinetic
11.2016 - 04.2019
Network Technician
Windstream
11.2007 - 04.2016
Customer Service Technician
Alltel
07.2001 - 11.2007
High School Diploma -
Colquitt County High School
Associate of Science - Business Management
Ashworth College