Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keith Kilby

Cumming,GA

Summary

Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones.

Overview

33
33
years of professional experience

Work History

Senior Service Delivery Manager

AFL Network Services
03.2021 - Current
  • Tracked project progress and updates and monitored deliverables, milestones and issues for accurate reporting.
  • Solicited client feedback on consultant performance and reviewed, implemented and executed changes to enhance project delivery.
  • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
  • Planned and managed full OSP project lifecycles, from conception through final completion.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Coordinated and led internal and external site team meetings.
  • Facilitated completion of deliveries and verified documentation.
  • Worked with vendors to schedule daily pickups and weekly deliveries.
  • Managed third-party contracts to drive delivery of required services.
  • Interfaced effectively with key accounts, answering questions and delivering exceptional service.
  • Worked with high-profile customer to select third-party vendor for IT infrastructures.
  • Organized and updated databases, records and other information resources.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Identified opportunities to streamline processes and improve office operations and efficiency.
  • Created reports, presentations and other materials for executive staff.
  • Built and managed processes for tracking and monitoring department performance.
  • Negotiated and executed contracts on behalf of department.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Scheduled and participated in meetings to discuss project progress and identify solutions to bottlenecks.

Senior Project Manager

Optical Telecom
07.2014 - 03.2021
  • Monitored project progress, identified risks and implemented corrective measures to acquire success.
  • Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
  • Maintained schedules to meet key milestones at every project phase.
  • Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
  • Communicated project plans and progress to key stakeholders and project contributors.
  • Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
  • Developed and maintained project budgets to control costs and meet organizational and project goals.
  • Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
  • Partnered with project team members to identify and quickly address problems.
  • Crafted and maintained project plans and schedules to meet organizational objectives.
  • Updated customers and senior leaders on progress and roadblocks.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Developed and implemented project plans and budgets to ensure successful execution.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Reported regularly to managers on project budget, progress and technical problems.

Voice Installation Manager

Black Box Federal
08.2011 - 07.2014
  • Directed teams in installation, testing, start-up and system commissioning tasks.
  • Translated main cable and equipment location blueprints to technicians while declaring system outages and rerouting staff for timely service completion.
  • Performed regular job site observations to provide direction for general contractor personnel and subcontractor laborers.
  • Monitored construction sites for compliance with safety regulations and adherence to standards.
  • Established and maintained relationships with vendors to source affordable and high quality materials and equipment for construction projects.
  • Tracked project costs and other financial metrics to maximize profitability.
  • Developed and implemented construction plans according to client specifications and expectations.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Coordinated with site personnel, clients and local government officials to achieve on-time project delivery.
  • Prepared detailed project estimates and reports for management review.
  • Led weekly production and operations contractor meetings, facilitating stronger communication, and helping to resolve critical issues.
  • Negotiated labor contracts with general contractors and subcontractors.
  • Implemented systems to improve process efficiency and reduce project duration.
  • Analyzed and evaluated construction bids to select most cost-effective contractors.
  • Obtained building and specialty permits from local jurisdictional agencies.
  • Conducted critical pre-installation conferences with general contractors, subcontractors, consultants, and manufacturer's representatives.
  • Collaborated with structural engineers to evaluate structural integrity of projects.
  • Scheduled utility service providers according to project timelines.

Owner

Up In Cumming Communications Inc
01.2001 - 08.2011
  • Managed day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Established foundational processes for business operations.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Installed, maintained and supported voice/data applications.
  • Reviewed and tested installations for compliance with quality control standards.
  • Maintained documentation for telecommunication systems, equipment inventory and floor plans.
  • Coordinated installation of new users and relocations of existing users.
  • Worked closely with network administrators and server engineers to deliver quality service.
  • Interpreted electrical schematics and design documents for system installation and build-out.
  • Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
  • Analyzed and interpreted complex data from multiple sources.

Manager

Cypress Communications Inc
01.1991 - 01.2001
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Managed and motivated employees to be productive and engaged in work.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Defined clear targets and objectives and communicated to other team members.

Education

High School Diploma -

Forsyth County High School
Cumming
05.1981

Skills

  • System Implementation
  • Company Standards
  • Supplier Relationship Management
  • Production Work
  • Problem Analysis
  • Customer Needs Assessments
  • Operational Efficiency
  • Project Coordination
  • Telecommunications Systems
  • Operating Budget
  • Constructive Feedback
  • Resource Utilization
  • Proposal Oversight
  • Project Requirements
  • Circuit Layouts
  • Testing Devices
  • Local Area Network (LAN)
  • Data Architecture
  • Wide Area Network (WAN)
  • Compliance Requirements
  • Operational Planning
  • Professional Relationships
  • New Installations
  • Structured Cabling
  • Wireless Communication Installations
  • Timely Project Completion
  • Field Installation

Timeline

Senior Service Delivery Manager

AFL Network Services
03.2021 - Current

Senior Project Manager

Optical Telecom
07.2014 - 03.2021

Voice Installation Manager

Black Box Federal
08.2011 - 07.2014

Owner

Up In Cumming Communications Inc
01.2001 - 08.2011

Manager

Cypress Communications Inc
01.1991 - 01.2001

High School Diploma -

Forsyth County High School

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Keith Kilby