Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Terrence Butler

Alexandria,VA

Summary

  • 15+ years of transit industry experience.
  • 15+ years of supervisor/management experience.
  • Prioritize and manage transit projects effectively.
  • Skilled in using computer applications such as Excel, PowerPoint, Outlook, etc.
  • 15+ years of administering assets in the office of ELES, which included policy and procedure development, and project team leader.
  • ELES/VTOC Superintendent overseeing 4 supervisors and 10 service dispatchers operating 24/7.
  • ELES/EOC Assistant Superintendent overseeing 3 supervisors and 10 service dispatchers operating 24/7.
  • Oversee the ELES dispatcher's emergency response for elevator entrapments and coordination with MICC.
  • Skilled at developing and improving business processes. Attended national seminars on the Federal Government's initiatives for transit agencies.
  • Skilled at training, teaching, and supporting department users in using business systems such as Maximo, Outlook, etc.

Overview

15
15
years of professional experience

Work History

Superintendent - Vertical Transportation Operations Center

WMATA
03.2024 - Current
  • Manages the Vertical Transportation Operations Center (VTOC), which is responsible for planning, scheduling, and coordinating work assignments, communicating with partnering departments, and overseeing day-to-day operations activities/projects related to the Office of Elevators and Escalators Services (ELES) equipment.
  • Oversees the interaction between the (VTOC) and other operations centers to ensure proper responses to all interdepartmental tasks and requirements
  • Advises senior management when Rail is adversely affected by outages and is a subject matter generalist for Maximo and Remote Monitoring activities
  • Updating our current SOPs and updating work instructions for the dispatchers, which could also be incorporated into new dispatcher training and recurring training for existing dispatchers.
  • Updated (VTOC) Quality Management Plan, retired the current SOP, and created 5 new SOPs. I also created 10 new work instructions, 6 new Staff Behavior Policies, and 3 new EOC quality audit processes.
  • Oversight of the Call Center and Dispatchers: My first step in this position was to assess the current situation in the call center.
  • Affirmed the chain of command and professionalism in the work environment, establishing expectations and goals for the dispatchers, reviewing and updating the operational procedures, updating the 'Quick Reference Guide' provided to each dispatcher, establishment of a training program for new hires, recertification training for existing employees, periodic assessment testing to assure staff was knowledgeable of current procedures, one-on-one meetings with supervisors and dispatchers, and individual career goals.
  • Recommended expansion of desk to 4 supervisors and 12 dispatchers.
  • Managed and updated (CIP) construction activities on VTOC work orders.
  • Reviewed schedules and times related to the CIP project work order.
  • Maintained accurate records, such as daily laboring time sheets and inspection reports, for each project.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Resolved conflicts between CIP contractors and VTOC efficiently and professionally.
  • Developed and implemented project plans and timelines for WMATA station shutdowns that affect ELE/ESC equipment.
  • Monitored progress against the plan and reported on variances.
  • Provided guidance to project team members to ensure successful completion of tasks.
  • Focused on project monitoring and management by developing forecasts and work order tracking.

Assistant Superintendent - Vertical Transportation Operations Center

WMATA
03.2024 - Current
  • The superintendent VTOC manages the Vertical Transportation Operations Center (VTOC) and is responsible for planning, scheduling, and coordinating work assignments, communicating with partnering departments, and overseeing day-to-day operations activities related to the Office of Elevators and Escalators Services (ELES) equipment.
  • Oversees the interaction between the (VTOC) and other operations centers to ensure proper responses to all interdepartmental tasks and requirements
  • Advises senior management when Rail is adversely affected by outages and is a subject matter expert for Maximo and Remote Monitoring activities.
  • Assisted with internal QICO audit.
  • Assisted with updating outdated procedures and the lack of any work instructions.
  • In response to this iCAP-mandated project, I was tasked with assisting in updating our current SOPs and creating work instructions for the dispatchers that could also be incorporated into new dispatcher training and recurring training for existing dispatchers.
  • As a result, I assisted with creating a new VTOC Quality Management Plan, retired the current SOP, and created 5 new SOPs. I also created 10 new work instructions, 6 new Staff Behavior Policies, and 3 new EOC quality audit processes.
  • Recommended expansion of desk to 3 supervisors and 12 dispatchers
  • Oversaw the hiring process for new employees, including conducting interviews and onboarding processes.
  • Monitored daily operations of the facility, ensuring that all safety protocols were followed.
  • Adhered to the annual OT budget for (VTOC) and managed financial resources accordingly.
  • Collaborated with (CIP) projects contracts for services needed on (VTOC) work orders.
  • Developed and implemented project plans and timelines for WMATA station shutdowns that affect ELE/ESC equipment.
  • Monitored progress against the plan and reported on variances.
  • Provided guidance to project team members to ensure successful completion of tasks.
  • Focused on project monitoring and management by developing forecasts and work order tracking.

Supervisor, ELES OPS CENTER - Vertical Transportation Remote Monitoring / Dispatch Center

WMATA
10.2014 - 03.2020
  • The Supervisor, Elevator/Escalator Operations Center is a professional-level position that involves technical, administrative, and managerial work.
  • The incumbent supervises the Vertical Transportation Remote Monitoring and Dispatch Center (VTRMDC), which includes planning, scheduling, and coordinating work assignments, schedule picks, overtime, hot work permits, staff coverage, parts deliveries, pickups, and processing appropriate paperwork related to ELES equipment.
  • In addition, the supervisor, Elevator/Escalator Operations Center, oversees the interaction between the VTRMDC and other departments and operations centers to ensure proper responses to all inter-department tasks and requirements.
  • Also, the incumbent utilizes knowledge of the Washington Metropolitan Area Transit Authority (WMATA's) vertical transportation system's critical components and key units/stations while advising senior rail management regarding adverse issues causing outages.
  • I was tasked with assisting in creating work instructions for the dispatchers that could also be incorporated into the upcoming training and recurring training for existing dispatchers.
  • Oversight of the Call Center and Dispatchers: The call center had gone through a period of personnel turmoil and dysfunction with dispatcher staff and previous supervision.
  • In addition, ELES is looking for ways to achieve better reliability and performance, which requires analysis of failure data in Maximo.
  • The EOC is the collection point for the data, and I have been tasked to improve the quality of the data and reports used to perform this analysis.
  • Coordinated project activities and monitored progress to ensure timely completion of tasks.
  • Provided administrative support to the Project Manager in order to facilitate successful ESC/ELE Rehabilitaion projects.
  • Coordinate with the new call center build-out: The EOC is required to have a backup facility to continue to function if the main site is not usable or if a catastrophic event occurs.
  • A new site has been chosen, and I am responsible for working with the project lead on the facility layout.

Assistant Manager, Dispatch

MV Transportation
Hyattsville
07.2011 - 04.2014
  • Organize, plan, supervise, instruct, and coordinate activities of assigned personnel.
  • Schedules, conducts, and documents all required training for all personnel.
  • Ensure compliance with all federal and state communication mandates and transportation projects.
  • Serves as special projects liaison for fleet rehabilitation projects.
  • Serves as project manager for independent contractors' vehicle routing placement.
  • Serves as a dispatcher during emergencies and other duties, as directed.
  • Work with Payroll Support Manager to handle daily and bi-weekly inputting and paying out of call center employees.
  • Maintain attendance with policy.
  • Monitor and oversee all quality assurance and customer service of all call center staff.
  • Issue work instructions, coaching, and discipline to immediate dispatch staff. Has the authority to make recommendations to hire and fire personnel.
  • Supervised an on-site Dispatch Center at MV headquarters to assist with dispatch and reservations, and dispatch-related issues.
  • Trained MV employees on the software application and how to perform their role or function in the Dispatch process.
  • Management reports indicate how well Dispatch was meeting their OTP goal of 80% on-time performance.
  • (over 50 employees and contractors around Maryland). Service Desk metric reports, including SLAs, call volume, level of effort, escalations.

Supervisor, Dispatch

MV Transportation
Hyattsville
07.2009 - 04.2011
  • Planned, organized, and supervised the activities of assigned personnel.
  • Scheduled, conducted, and documented all required training for all personnel.
  • Maintain attendance within the attendance policy.
  • Ensure customer complaint resolution, as well as ensure full compliance with all state and federal communication mandates.
  • Serves as a dispatcher in emergency situations.
  • Hyattsville
  • Supervised an on-site Dispatch Center at MV headquarters to assist with dispatch and dispatch-related issues.
  • Reservation Desk Liaison: Served as the middle point of contact in the event of any reservation system or human error.
  • Dispatch Process Training: Trained MV employees on the software application and how to perform their role or function in the Dispatch process.
  • Document Control: Service Desk assessment, Quality planning and training, document, and record controls.
  • I worked directly with the Federal Manager, Contract Project Manager, and their staff to identify areas in which we excelled and where improvement was needed.
  • Identify, develop, and implement methodologies to meet the project goals that were set forth in the quality plan.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Directed and supervised team of 15 employees in daily operations.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Acted as a project liaison between upper management and staff, facilitating open communication.

Education

High School Diploma -

Largo High School
Upper Marlboro, MD
06-2000

Some College (No Degree) -

Anne Arundel Community College
Arnold, MD

Some College (No Degree) -

DeVry University
Online

Skills

  • Policy Formulation
  • Training Management
  • Strategic Development
  • Project Execution
  • Statistical Evaluation
  • Project Management
  • Employee Supervision
  • Performance Reporting
  • Performance Optimization
  • Leadership Skills Enhancement
  • Engaging Presentation Skills
  • System Update Management
  • Strategic Decision Making
  • Calendar Management
  • Talent Acquisition
  • Project Oversight
  • Project Contractor Management
  • Contractor Management

Languages

English
Full Professional

Timeline

Superintendent - Vertical Transportation Operations Center

WMATA
03.2024 - Current

Assistant Superintendent - Vertical Transportation Operations Center

WMATA
03.2024 - Current

Supervisor, ELES OPS CENTER - Vertical Transportation Remote Monitoring / Dispatch Center

WMATA
10.2014 - 03.2020

Assistant Manager, Dispatch

MV Transportation
07.2011 - 04.2014

Supervisor, Dispatch

MV Transportation
07.2009 - 04.2011

High School Diploma -

Largo High School

Some College (No Degree) -

Anne Arundel Community College

Some College (No Degree) -

DeVry University

Similar Profiles

CREATE PROFILE
Terrence Butler