Natalie Randall
West Des Moines,IA
Summary
Experienced telecommunications manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
29
29
years of professional experience
Work History
Supervisor Region Operations
Lumen
09.2009 - 11.2023
- Supervisor for a crew of 16 - 30 technicians including broadband, cable maintenance, complex design, and most currently central office
- Provide daily team leadership and guidance to facilitate successful completion of work assigned
- Coach and mentor all technician employees to ensure process and job expectation parameters are followed
- Partner with peers and staff for sustainable results and process changes
- Provide back up on all telecommunication related issues i.e., cable failures and fiber cuts, downed poles etc
- Partner with local marketing and sales managers to promote Lumen in local communities
- Work with local union officials for a win-win environment.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Conducted regular performance evaluations for staff members, providing constructive feedback on areas of improvement or potential growth opportunities.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated leadership skills in managing projects from concept to completion.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Resolved problems, improved operations and provided exceptional service.
Network Technician
Lumen
12.2004 - 09.2009
- Cable Maintenance technician for greater Eugene, OR area
- Provide emergency, routine, and rehab repair of all types of plant facilities including T1 and HDSL
- Partner with local engineers, CDT’s, and construction technicians to correct records, repair major cable outages and to repair and provision hi-cap circuits
- Also performed work as an installation and maintenance technician with certifications in Broadband installation, repair, and networking.
Supervisor Network Operations
Lumen
10.2003 - 12.2004
- Led a team of 20-28 Screening Consultants in an inbound call center for High Speed Internet technical support
- Provided guidance and assisted development of technical and consultative skills daily
- Created a positive team environment through rewards and recognition, encouragement of innovative thinking and involvement in the decision-making process
- Diagnosed performance with continual feedback, monthly and yearly evaluations
- Encouraged career path candidates with continuing challenges and opportunities
- Used various Qwest databases such as WFA-C, WFA-DO FACS, FOMS, LMOS, OSCAR, BOSS/CARS etc.
- Developed effective improvement plans in alignment with goals and specifications.
Screening Consultant - High-speed Internet
Lumen
05.2002 - 10.2003
- Provided technical support for all Qwest Broadband Internet customers in the 14 state region in an in-bound call center environment
- Assisted customers with installation and repair of HSI modems and associated software
- Identified and resolved Qwest network issues
- Resolved complex issues via dispatch or co-ordination with appropriate department
- Tier 1/1.5 support for Qwest.net customers
- Functioned as an In-charge supervisor from November 2002 - October 2003.
Network Technician
Lumen
05.2000 - 05.2002
- Installed and repaired residential and small business telecommunications from Central Office originating equipment to end user premise equipment
- Interpreted customer service orders, facility maps, circuit diagrams and technical manuals
- Placed and repaired aerial and buried service wire, network termination, premise wiring and jacks
- Interfaced with appropriate departments to correct company records and issues
- Maintained company vehicle, tools, test equipment and inventory
Field Service Representative II
GTE Government Systems
06.1994 - 11.1999
- Electronics equipment technician for government and civilian programs
- Provided installation, emergency repair and routine maintenance of computer, satellite, and radio telecommunication systems
- Maintained and tuned associated antennas and satellite dishes
- DOD Secret clearance
Education
Skills
- Teamwork and Collaboration
- Outstanding communication skills
- Employee Development
- Performance Evaluation and Monitoring
- Schedule Management
- Workforce Planning
- Proficient in Microsoft Office suite and many company proprietary systems including WFA, NMA, RFM, MTA, LMOS, SAP, BidMaster, Fireworks and others
Timeline
Supervisor Region Operations
Lumen
09.2009 - 11.2023
Network Technician
Lumen
12.2004 - 09.2009
Supervisor Network Operations
Lumen
10.2003 - 12.2004
Screening Consultant - High-speed Internet
Lumen
05.2002 - 10.2003
Network Technician
Lumen
05.2000 - 05.2002
Field Service Representative II
GTE Government Systems
06.1994 - 11.1999
Similar Profiles
Patrick McMahonPatrick McMahon
Network Technician at LumenNetwork Technician at Lumen
Jennifer AndersonJennifer Anderson
HR Shared Services Coordinator II at LumenHR Shared Services Coordinator II at Lumen
Shiksha TrivediShiksha Trivedi
Associate Manager Software Development II at LumenAssociate Manager Software Development II at Lumen
Anthony WikswoAnthony Wikswo
Operations Technician III at LumenOperations Technician III at Lumen
Kumar Venkat Shiva Sai PandrankiKumar Venkat Shiva Sai Pandranki
Intern at PolarisIntern at Polaris