Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Sherry Porter

Forestville ,MD

Summary

I am a highly skilled organizational leader and network professional with 24 years of experience of leading change as technology evolves. With a robust background at Verizon, I excel in strategic leadership and project management, driving innovation and process improvements across technical teams. My expertise in data analysis and organizational development has significantly enhanced operational efficiency and team performance, showcasing a commitment to excellence and a knack for fostering collaborative success.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Associate Director-Program & Project Management

Verizon
10.2020 - Current
  • Manage, lead and develop a team of 60 Advanced Technical Experts (ATEx) and a leadership team of 5 to provide Tier III and network technical support and solutions for 4G/5G Fixed Wireless and mobile device issues for VZW.
  • Provide guidance and support to launch new initiatives, products, devices and enterprise systems.
  • Refine strategies, drive change and innovation through collaboration, data analysis, and process improvements.
  • Partner with Network Repair Bureau (NRB), Executive Relations (ERT), system performance (SP), Frontline technical support,Network Assurance, Vision Response Team(VRT), Marketing, and Customer Experience Team to remove roadblocks, identify gaps in processes and discover innovative solutions while providing technical expertise to improve both the employee and customer experience through trials, projects and technical support.
  • Align project execution, allocate resources and provide feedback and recommendations before products or services go to market.
  • Attend and participate in face-to-face workout sessions to improve end -to-end processes to remove waste and to improve the employee and customer experience.

Local Manager- Installation and Maintenance

Verizon
01.2020 - 10.2022
  • Managed, developed, and provided technical guidance for 16 service technicians for FIOS.
  • Maintained scheduling, time reporting, appraisals, and training for service technicians.
  • Work with the OCC, RTS, FSC, and capacity management to ensure technicians are properly loaded and prepared to service our customers.
  • Performed onsite field inspections for work quality, safety, and customer satisfaction.
  • Resolved and responded to customer complaints or provided customer education to residents in Montgomery County, MD on FIOS products.
  • Conducted weekly analysis to drive efficiency and process improvement around performance objectives such as Hours per dispatch (HPD), First dispatch resolution (FDR), arrival window makes/misses.
  • Performed weekly huddles with the team to foster a team environment, discuss results and how to improve results, share technical tips, lessons learned as well as provide business updates..

Supervisor-Network Engineering and Operations

Verizon
11.2018 - 01.2020
  • Managed, developed, and provided technical guidance to 18 technicians (management and associates) responsible for building the IEN, One Fiber, and local rings for the Virginia, North Carolina, and South Carolina area for VZB.
  • Maintained scheduling, time reporting, appraisals, and training for technicians.
  • Responsible for scheduling builds and NEAT testing for the VZW CRAN sites as well as the GPON2 network.
  • Managed a small team that dispatched the build work and correspond with build technicians to ensure materials are available and ready for installation.
  • Provided weekly build results to manager and director.
  • Worked closely with engineers and project managers to remove road blocks for a smooth implementation.
  • Conducted monthly calls with project managers to discuss monthly results, future builds, current escalations as well as evaluate processes to ensure successful and timely network builds.
  • Coordinated and ran quarterly face-to-face meetings with engineering, provisioning, and field operations to discuss results, lessons learned and how to create efficiency in current processes. Since the creation of the build team, minor and major build intervals decreased month over month.

Section Manager

Verizon
07.2011 - 11.2018
  • Managed Optical, Ethernet, DS3, DS1, and DS0 maintenance trouble tickets and provisioning orders in the Potomac maintenance and provisioning centers.
  • Managed and provide technical knowledge to 16 central office technicians
  • Provide proper escalations to suppliers, updates to upper management, incident managers and customers.
  • Created and provided training for operational procedures for maintenance and provisioning convergence
  • Performed data analysis on operational metrics and create presentations for executive leadership
  • Maintained scheduling, time reporting, appraisals, and training for 90 technicians that work in the maintenance control center (MCO).
  • Outlined training profile and create training schedules for 90 central office technicians
  • Worked with leadership and the maintenance and provisioning centers to improve or create processes to increase performance

Network Specialist

Verizon
02.2009 - 07.2011
  • Provisioned, validated, and re-groomed national, local, and public education government (PEG) channel additions in the Broadband Multimedia Router (BMR) for the Verizon FIOS network.
  • Conducted upgrades and card insertions in the Broadband Multimedia Router (BMR).
  • Turned-up new Broadband Multimedia Routers (BMRs) during new builds with acceptance testing team.
  • Assisted the FIOS Network Operations Center (FNOC) and Video Head-end Office (VHO) in troubleshooting issues pertaining to the Broadband Multimedia Router (BMR).

First-Line Manager of the Network Operations Cente

Verizon
09.2000 - 02.2009
  • Managed and provided technical guidance to 11 network and customer technicians in the Verizon Long Distance Network Operations Center.
  • Troubleshot and maintained network infrastructure and circuits ranging from DS0 to DWDM and customer circuits ranging from DS0 to OC-192.
  • Provided proper escalations to carriers, updates to upper management, customer account representatives, and customers.
  • Oversaw hiring, scheduling, time reporting, appraisals, and training for all technicians reporting on the evening shift of the Long Distance Network Operations Center.
  • Developed training classes and job aids to assist technicians in troubleshooting network and customer-related troubles.

Long Distance Technician

Verizon
09.2000 - 01.2001
  • Maintained Verizon Global Network Solutions’ long distance network.
  • Worked with provisioning and engineering teams to maintain circuit functionality and ensure quality service for facilities ranging from DS0 to OC-12 transmission rates.
  • Troubleshot and isolated equipment and facility outages with common carriers and customers.

Lead Node/Field Engineer

AT&T
11.1999 - 07.2000
  • Installed, provisioned, turned-up, and maintained DS1, DS3, OC3, OC12 and OC-48 circuits and equipment in the AT&T Local network footprint.
  • Supervised and instructed field technicians on proper installation, testing, and troubleshooting methods and procedures.

Education

Associate of Science - Electronic Engineering

Capitol Technology University
Laurel, MD

Bachelor of Science - Telecommunications Engineering

Capitol Technology University
Laurel

Master of Science - Management of Information Systems

Capitol Technology University
Laurel, MD
05-2010

Ph.D. - Organizational Leadership & Information Technology

University of Phoenix
Phoenix, AZ
10-2016

Skills

  • Project management
  • Strategic leadership
  • Analytical thinking
  • Coaching and mentoring
  • Technical implementation
  • Organizational development
  • Data analysis
  • Operations management
  • Process improvement
  • Decision-making
  • Team collaboration and leadership

Affiliations

  • Delta Mu Delta International Honors Society of Business
  • National Society of Black Engineers (NSBE)

Certification

  • Six Sigma Certification

Timeline

Associate Director-Program & Project Management

Verizon
10.2020 - Current

Local Manager- Installation and Maintenance

Verizon
01.2020 - 10.2022

Supervisor-Network Engineering and Operations

Verizon
11.2018 - 01.2020

Section Manager

Verizon
07.2011 - 11.2018

Network Specialist

Verizon
02.2009 - 07.2011

First-Line Manager of the Network Operations Cente

Verizon
09.2000 - 02.2009

Long Distance Technician

Verizon
09.2000 - 01.2001

Lead Node/Field Engineer

AT&T
11.1999 - 07.2000

Associate of Science - Electronic Engineering

Capitol Technology University

Bachelor of Science - Telecommunications Engineering

Capitol Technology University

Master of Science - Management of Information Systems

Capitol Technology University

Ph.D. - Organizational Leadership & Information Technology

University of Phoenix

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