Randy Russell
Denton,TX
Summary
Professional representative with robust experience and strong commitment to delivering exceptional results. Effective at collaborating with cross functioning teams and adapting to changing needs to ensure reliability and team success. Skilled in communication, documentation, and analytical thinking, with focus on achieving impactful outcomes. Valued for having a proactive approach, integrity, with a demonstrated ability in being a team leader.
Overview
19
19
years of professional experience
1
1
Certification
Work History
NCG Representative
AT&T Internet Services
09.2017 - Current
- One of three team leads for the Network Control Group, that oversees the identification, diagnosis and monitoring of network and service impacting outages in the 22 state AT&T U-Verse footprint via automation, call trends and direct reports from care experts.
- Provides daily assistance to management as needed, with primary focus on outage research and report generating. Daily duties typically reflect the initial escalation and notification of network and product outages via various internal and external ticketing systems and direct administrative contacts.
- Ensure service impacting issues are escalated through appropriate channels and continuously worked and monitored on a rotational basis until resolved, while providing prompt senior-level support to internal technicians and various level of management. Responsible for alerting network teams and incident management via an initiated call to work conference bridge when outages reach specific service impacting thresholds for the purposes of senior leadership notification and ensuring responsible network teams are engaged and actively working the issue.
- Accountable for the weekly generation and administration of reports focused on our team's daily outage activity that includes team metrics, individual and group performance along with efficiency and quality checks.
Operations Manager
AT&T Internet Services
08.2016 - 09.2017
- Responsible for daily supervision, peer coaching, documentation, and enforcement of company policies for 32 CWA bargained for NCG representatives. Developed processes and methods within a team environment, in addition to reviewing and updating existing procedures.
- Outlined and established process to administer and review agent performance and adherence to daily job duties via a system of job metrics and quality scoring. Job functions included project management, meeting coordination/facilitation, deck preparation, preparing daily and monthly project reports, identifying and driving process improvements internally and externally, and handling high priority issues involved various levels of management.
- Was removed from this position in September 2017, due to administrative oversight of my status being left as ‘temporary' and as a result of the manager layoff that affected my organization, was placed back into previous bargained for job role as a result.
NCG Representative
AT&T Internet Services
08.2006 - 08.2016
- Directly responsible for administration and access control of our internal team website which houses proprietary and sensitive group material, internal processes and documentation. Accountable for the administration of daily reports focused on team metrics, individual / group performance and efficiency as well as, detailing ongoing outages, tickets, and maintenance.
- Functionally responsible for overseeing internal reviews which involve data analysis, individual documentation, and investigation of process and procedural adherence. Oversee the identification and diagnosis of network and system outages in the 22 state DSL footprint for AT&T. Establishes prompt support response plans through rapid data analysis, which are implemented throughout customer care.
- Effectively monitor multi-tiered call center service levels while examining, diagnosing and assisting in reducing and resolving issues that could impact those levels. Ensure service impacting issues are escalated through appropriate channels and monitored until resolved; while providing prompt senior-level support to internal technicians and various level of management.
- Maintain effective communications with various levels of managerial leadership, internal and external customers, systems administrators and contractors. Additionally, accountable for managing individual and system wide communication protocols and procedures with Yahoo! Technical teams; as well as, ensuring DNS processes and record changes adhere to specific requirements and timelines.
Education
High School Diploma -
Callisburg High School
Callisburg, TX05.1995
Computer Science study -
Grantham College of Engineering
Slidell, LA01.2000
Skills
- Proficient in Microsoft Office
- Experienced in Microsoft SharePoint
- CRM customer relationship manager database
- Ticketing System Management
- Customer Database Management
- Layer 2 and 3 Network Troubleshooting
- Internet Technology Standards
- Network Device Management Skills
- HTML Code Editing
- Avaya Call Center Management
- Six Sigma Green Belt Certification
- Project Coordination
- Customer Engagement
- Technical Support Coaching
- Strong Verbal Communication
- Effective Time Management
- Cross-Functional Team Engagement
- Detail-Oriented Data Input
- Experience with CRM Tools
- Strong Attention to Detail
- Skilled in Prioritizing Multiple Duties
- Quality Assessment
- Support Coordination
- Efficient Data Management
- Operational Oversight
- Efficiency Improvement
- Collaborative Decision-Making
- Workplace Mediation Experience
- Operational Planning
- Employee Development
- Team Leadership
- Team Management
- Project Coordination
- Procedure Development
- Metrics Analysis
- Staff development
- Employee motivation
- Customer relationship management
- Proficient in Verbal and Nonverbal Communication
- Performance-Driven Goal Setting
- Workflow optimization
- Project Management
- Process improvement
- Schedule management
- Performance management
- Employee Scheduling Management
- Process Optimization
- Data analytics
- Incident Categorization
Certification
- Six Sigma Certification
Languages
English
Full Professional
Timeline
NCG Representative
AT&T Internet Services
09.2017 - Current
Operations Manager
AT&T Internet Services
08.2016 - 09.2017
NCG Representative
AT&T Internet Services
08.2006 - 08.2016
Computer Science study -
Grantham College of Engineering
High School Diploma -
Callisburg High School
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