Ricky Fitchett II
Laurel,MD
Summary
Dedicated Field Operations Supervisor, looking to secure a position in which my interpersonal and analytical skills will be utilized to increase productivity and success of the organization and its goals.
Quarterly Gold Star recipient with 15 years of experience in telecommunications industry. Proficient with implementing new strategies for success based on company goals. Proficient with being able to pivot and adapt to change based on company goals. Excellent interpersonal skills and communication. Proficient with Microsoft Word, Excel, Outlook, PowerPoint. Organized, reliable, responsible, punctual, and efficient. Has extensive knowledge of HFC and Fiber networks.
Overview
21
21
years of professional experience
Work History
Field Operations Supervisor
Cox Communications
05.2022 - Current
- Provides day-to-day direction and technical guidance to assigned Field Operations Technicians
- Serves as a subject matter expert on service methods, technologies and customer engagement practices.
- Ensures timely and accurate reporting and sharing of relevant issues with boundary organizations.
- Monitors equipment, systems, network and other issues to identify patterns and trends; recommends systemic solutions.
- Analyzes customer experience and service outcomes, developing and implementing plans to improve market specific results.
- Applies the knowledge and ability to apply effective analytical techniques and tools
- Analyzes organizational issues, determines the root cause and creates alternative solutions that are in the best interest of the business.
- Develops and recommends methods to measure initiative and project success, ensuring alignment with business objectives and customer expectations.
Fiber Technician 2
Cox Communications
10.2019 - 05.2022
- Provides maintenance for the fiber system by performing Quality Control assessment of enclosures to verify high levels of accuracy on all fiber assignments and labeling of fiber trays for 100% accuracy.
- Evaluates fiber optics system constructed internally or by outside contractor using Cox Communications Fiber Optic Cable Construction Standards and logs/reports discrepancies for potential rework.
- Regularly supervises contracting partners, to ensure the scope of work is completed to the satisfaction and standards of the company.
- Responsible for mentoring new hires and junior level colleagues.
- Maintained a high level of accuracy on all fiber splice assignments worked by performing pre-checks to verify traffic and accurate labeling to maintain fiber birth assignments with 100% accuracy.
- Responded to system outages by diagnosing and repairing fiber system damages utilizing established restoration techniques & processes.
- Uses approved industry test procedures for path losses and continuity to ensure integrity of fiber system and documents findings.
- Provides technical support for the Maintenance and MTC departments as needed.
- Accurately completes all departmental logs, reports and paperwork on a daily basis.
- Established and maintains effective working relationships with subscribers, the general public, co-workers, contractors, and other outside contacts.
Network Operations Technician 2
Cox Communications
10.2016 - 09.2019
- Maintained and repaired equipment within the HFC distribution system including customer premises
- Perform, demand maintenance by resolving trouble tickets for service affecting events, i.e., outages, ingress, and area dilemmas.
- Responded to status monitoring alarms.
- Identified, troubleshoot, and resolved all associated issues.
- Performed preventative maintenance on distribution networks by conducting amp sweeps, checking for forward and return signal transmission issues, measuring signal leakage, ingress, and noise, and evaluating power supply issues.
- Consulted with other internal work team to resolve plant issues.
- Served as mentor to new hires of the Outside Plant Maintenance (OSPM) department.
Communications Technician 4
Comcast
01.2009 - 02.2016
- Successfully completed all intensive training provided by Comcast.
- Responsible for installing all three Comcast products (video, Comcast high speed internet, and Comcast digital voice).
- Perform Fulfillment Technician duties (troubleshooting, resolving escalated trouble calls, installations, and change of services).
- Ability to install and troubleshoot all Comcast Business Class products including video, high speed data and voice.
- Provide outstanding customer service.
- Respond in a timely manner to customer locations for scheduled installations and service calls.
- Interact with clients and inform them of the cable networks performance capabilities.
- Activate new installations.
- Ability to work flexible time schedules.
Account Manager
SPS Technologies, Inc.
01.2008 - 01.2009
- Provided the highest level of customer service to pharmaceutical clients that are guaranteed by the organization.
- Established a clear and effective line of communication via telephone, email, and on-site visits with clients.
- Daily communication with each client to ensure the satisfaction of services from organization.
- Established and maintained a bond that proved the organization is more than capable to handle the demands that are needed to be met by the client.
- Reviewed resumes that were submitted by recruiters to ensure that the clients were receiving only the most suitable and qualified candidates.
- Also, determined the compensation the contingent workers will receive and whether or not they should be terminated due to poor performance.
- Adjudicated all issues between organization, clients, and contingent workers.
- Attended conferences to represent the organization, and secure leads for future business relationships with potential clients.
Manager
Ultimate Window Tinting
06.2003 - 12.2007
- Responsible for overseeing day to day operation run smoothly and effectively, including but not limited to processing customer paperwork, maintaining daily financial records, and interacting with the customers.
- Produced excellent quality of work to ensure customer satisfaction and to uphold the reputation of the business.
- Negotiated pricing and price discrepancies with customers to ensure satisfaction with the product outcome.
Education
University of Maryland Eastern Shore
Princess Anne, MarylandHigh School -
Bowie High School
Bowie, MarylandSkills
- Customer relationship development
- Coaching skills
- Operations Management
- Project Leadership
- Professional development of direct reports
- Proficient with implementing new strategies for success based on company goals
- Proficient with being able to pivot and adapt to change based on company goals
- Excellent interpersonal skills and communication
- Has extensive knowledge of HFC and Fiber networks
References
Available upon request.
Volunteer history
Campaign Assistant, State Delegate Joanne Benson, New Carrollton, MD, Spoke with constituents of the delegate’s district., Made phone calls to constituents to secure votes., Assisted in fundraisers.
Timeline
Field Operations Supervisor
Cox Communications
05.2022 - Current
Fiber Technician 2
Cox Communications
10.2019 - 05.2022
Network Operations Technician 2
Cox Communications
10.2016 - 09.2019
Communications Technician 4
Comcast
01.2009 - 02.2016
Account Manager
SPS Technologies, Inc.
01.2008 - 01.2009
Manager
Ultimate Window Tinting
06.2003 - 12.2007
High School -
Bowie High School
University of Maryland Eastern Shore
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