Nick Mitchell
Las Vegas,NV
Summary
Dynamic Operations Manager with extensive experience in the Field of Telecommunications., specializing in broadband services. Proven track record in team leadership and inventory management, enhancing employee accountability and increasing profits through streamlined operations. Skilled in problem-solving and fostering positive work environments, achieving high employee retention and customer satisfaction.
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager of Broadband Services
ITC Service Group Inc.
08.2019 - Current
- Managed supervisors and teams in multiple locations and states
- Projects managed for Luman, Century Link, Ziply, Brightspeed and Hawaiian Telcom
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
Operations Manager Broadband Hawaii
ITC Service Group Inc.- Hawaiian Tel
08.2015 - 08.2019
- Managed Operations on 4 Islands of Broadband I&R and Drop technicians
- Managed upwards of 70 Technicians and 3 supervisors
- Supervised and turned over multiple MDU projects over the island
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Increased profit by streamlining operations.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
Supervisor of Operations
ITC Service Group Inc.- Hawaiian Tel
07.2013 - 08.2015
- Over saw Both I&R Copper, Fiber and Drop Technicians
- Managed upwards of 30+ employees and warehouse personal
- Managed and Completed Mulipile Copper to Fiber conversion MDU Projects for our client
- Managed scheduling and workload distribution, maximizing productivity for team members for quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
Senior Broadband Technician
ITC Service Group Inc.- Hawaiian Tel
05.2012 - 07.2013
- Helped in initial start up of project for Installs and repairs on IPTV, POTS and HSI on Both twisted pair copper and Fiber
- Lead Broadband Technician in both outside plant and MDU projects
- Responsible for Training new employee's on M&P once on island and all new copper technicians
- Utilized advanced diagnostic tools effectively for accurate identification of complex network issues, minimizing downtime for clients.
- Effectively managed multiple projects simultaneously while meeting deadlines and adhering to budget constraints.
- No customer complaints by providing timely and efficient troubleshooting for connectivity problems.
- Conducted thorough evaluations of existing infrastructure, identifying areas requiring improvement or replacement of outside plant
Broadband Technician
ITC Service Group Inc.- Centurylink
05.2010 - 05.2012
- Helped in initial start up of project for Installs and repairs on POTS and HSI on Both twisted pair copper and Fiber
- Lead Broadband Technician in both outside plant and MDU projects
- First Contractor in Florida to be trained on ADSL and VDSL bonded IPTV installs and repairs
- Responsible for Running and maintaining CO frame work in remote Central offices
- Responsible for maintaining outside plant twisted pair in ONE man out areas.
- Verified continuous broadband connectivity while installing cutting-edge technology of both single pair and muli pair twisted pair lines
- Installed and provided troubleshooting and customer training for high-speed internet and telecommunication systems.
- Kept clients informed throughout the service process, effectively communicating technical information in layman''s terms as needed.
- Increased client retention rates by fostering positive relationships and delivering consistent high-quality service experiences.
- Trained new employees to properly perform installations and repairs.
Education
Associate Degree in Education - Educational Psychology
The University of Findlay
Findlay, OH05-2000
High School Diploma -
Northwood High School
Nappanee, IN06-1997
Skills
- Both Twisted pair Copper and Fiber to the home
- MDU Planning and advising
- Problem-solving
- Microsoft Office
- Operations management
- Customer service
- Decision-making
- Employee relations and conflict resolution
- Staff training
- Staff management
- Inventory management
- Operations oversight
Certification
- First Aid Certification
- OSHA 30 Certified
- Valid NV Driver's License
Timeline
Operations Manager of Broadband Services
ITC Service Group Inc.
08.2019 - Current
Operations Manager Broadband Hawaii
ITC Service Group Inc.- Hawaiian Tel
08.2015 - 08.2019
Supervisor of Operations
ITC Service Group Inc.- Hawaiian Tel
07.2013 - 08.2015
Senior Broadband Technician
ITC Service Group Inc.- Hawaiian Tel
05.2012 - 07.2013
Broadband Technician
ITC Service Group Inc.- Centurylink
05.2010 - 05.2012
Associate Degree in Education - Educational Psychology
The University of Findlay
High School Diploma -
Northwood High School
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