Operations Administrator Resume
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SUMMARY OF QUALIFICATIONS:
Management Experience
• years administrative experience; + years of project management with experience in operations; high volume call center and customer service environments; property management; IS/IT Departments; + years in telecommunications specializing in cable and fiber optics telephony.
• Crises management - exceptional in maintaining a professional attitude in high-stress situations.
• Exceptional understanding of customer/client interaction coupled with functional business knowledge.
• Excellent problem-solving and escalation resolution skills.
• Successful track record in team building, organizing and restructuring various departments including tech support and resolution.
• Achieves rapid progression in areas of responsibilities. Exhibits initiative in assignments and projects. Multi-tasking and time management skills.
• Customer relations and account managing skills across various industries.
Technical experience:
• Microsoft Office Suite – Word, Excel, Access, Publisher, MS Money, Outlook, Powerpoint, Exchange. Familiar with MS Project.
• Telecommunications Software – MediaVantage, Cabledata, Element Manager.
• MS Works Suite.
• Microstation, ACAD.
PROFESSIONAL EXPERIENCE:
CELEBRATION CHURCH, Columbia, MD (Formally Long Reach Church of God) (-)
Operations Administrator
Manages the Administration and Technology divisions of the Operations Department. Coordinates events, and event related tasks including, project management, publications, purchasing, schedules and facility usage.
• Manages, supports and maintains facility computer and technology equipment. Directs and maintains the development and updates of the websites. Responsible for all telecommunications processing support and maintenance for multiple locations.
• Negotiates the leasing and purchasing of hardware, software and office machinery.
• Creates and distributes Methods and Procedures for administration and executive staff.
• Maintains master calendar of events
• Processes requests for scheduling of events and usage of facilities.
• Responsible for the creating and printing of all publications including PowerPoint presentations, brochures, and marketing publications for Senior Management and Operations.
• Provides business administration expertise and guidance to various departments and staff.
LONG REACH CHURCH OF GOD, Columbia, MD (-)
Administrative Assistant to the Senior Pastor
Provides executive administrative, clerical and secretarial support to the Senor Pastor.
• Maintains calendar of Senior Pastor’s events and appointments.
• Provides written and telephone correspondence and screening for Senior Pastor.
• Provides managerial direction to administrative staff.
• Provides ad-hoc support to the Bishop.
• Creates reports, spreadsheets, correspondence, Word documents, Powerpoint presentations, desktop publishing, etc., for Senior Pastor and administration.
AT&T BROADBAND (formally MediaOne – acquired ), El Segundo, CA (– )
Largest telecommunications company in the United States.
Senior Project Manager, Corporate Operations Support Systems Department ()
Manage direct reports remotely. Responsible for managing team providing support and training for a year Corporate project to standardize billing, addressing and provisioning systems in telephony markets nationwide. Directed the database and operations division in the pre-implementation, launch and post implementation of each market to incorporate the transition of hard wire cable systems to fiber optic cable systems with telephony capabilities.
• Personally developed a local market engineering group into the national training and support implementation team. This team was responsible for training engineers, call center representatives and tech support personnel for over markets nationwide.
• Managed resource process for pre-launch and post-production onsite training and floor support. Provided periodic implementation support and training.
• Managed all tier operations, data management and data maintenance support.
• Directed national remote support of market telephony databases including data loading, reconciliation, resynchronization, network and address growth, and management of network data.
• Developed best practices in resourcing, training, M & P, remote support, database integrity, and scheduling to improve telephony operations nationwide.
Supervisor, Telephony Operations Information Systems Department ( – )
Managed direct reports at two locations. Provided database management to Southern California Market consisting of ,+ customers. Provided direct support to Provisioning Department in network creation, database maintenance, data resolution and reconciliation. Coordinated data validation and verification tests, data integrity assurance, application testing, jeopardy review and consideration. Managed implementation of application upgrades in provisioning systems to support fiber optic upgrades.
• Managed Corporate Data Reconciliation team supporting markets nationwide.
• Restructured Telephony Operations department. Reduced database transaction (new customer set-up or a change to customer services) error rate from % to %, increasing transaction rate from + per hour to over per hour.
• Managed Telephony Operations Switch Sectorization Project resulting in a % reduction in customer line trouble.
• Managed Regional Data Conversion Project of Southern California and Atlanta Markets. Converted over . million customer data records to new data management system. Process used as model for future conversion of regions nationally.
• Managed Regional Implementation Project for provisioning database application upgrades.
• Organized Data Management and Testing/Deployment Teams for market conversion to fiber optic cable systems to support telephony.
• Created Method and Procedures and Telephony Operations Manual.
Specialist Information Systems/Systems Management Support, Telephony Operations ( - )
Managed direct reports. Acting department manager. Directed daily data integrity and reconciliation activities for fiber optic transition and upgrades. Organized team in database clean-up efforts to reduce backlog. Promoted to Supervisor within months.
• Managed Operations Support Systems Project in Data Analysis and Integrity of provisioning database.
• Assembled and supervised -member data integrity team to facilitate data problem-solving and error prevention resulting in reduced errors on customer orders.
• Initiated Project Plan to reduce customer order process errors by %.
• Organized team to analyze Methods and Procedures to ensure accuracy and delivery of product.
• Presented “best practices” provisioning solution for Southern California Market to National Executive Leadership Team.
Data Control Technician, Operations Support Systems ( –)
Analyzed and processed data for system upgrades for the Southern CA Market database conversion from hardwire cable systems to fiber optic cable systems. Trained and supervised -member team in data validation and reconciliation. Responsibilities included data delivery, spreadsheet preparation, process assessment and data audit. Conducted weekly status calls to evaluate project timelines and priority evaluations.
• Developed data processing intra-departmental communication, transaction processing and trouble shooting procedures for provisioning, customer service, call center and engineering teams.
• Processed . million records for data conversion resulting in providing over , existing customers with automated provisioning service.
Database Administrator, Engineering and Design Department ( –)
Maintained Engineering database for Northern and Southern California Regions. Activities included entering data, record creation and data comparison. Designed and completed rebuild project for specified areas. Performed project responsibilities including fiber color-coding, schematic drawing, fiber routing, cable counts, map QC, digitizing and plotting, and fiber and fiber node reports.
EDUCATION
B.S. Theology, So. Ca. School of Ministry/Bus. Admin.Concentration – Suma Cum Laude -
B.S. Bus. Adm./Project Mgt, University of Phoenix -
PROFESSIONAL AND COMMUNITY
• Developed the Business Perspective for the Growing Church. Conducts seminars and workshops on developing business and administrative perspectives, constructive team building techniques, organizational structure and management profiles.
• Founder RJ’s Virtual Office Administration & Business Consulting
• COOL/Cable in the Classroom - Cable industry employees donate time in classroom educating youth on telecommunication industry. School receives grants for time employee spent with them.
• Interstate Youth Fellowship – Secretary, nd Vice President, Minister of Music/Musical Director - Interdenominational Youth Organization raises funds to send thousands of youths from states (CA, NV, OR, WA, AZ) to annual conventions; conventions include inspirational sessions, personal development seminars, educational counseling and recreational activities.
• Les Femmes Choisee’ Scholarship Program - Recruiting & Alumni Chairperson - Non-profit organization providing scholarships for Juniors and Seniors in high school. Fundraising activities held throughout the year culminating in annual scholarship banquet.
