Technical Operations Manager in Jacksonville FL Resume Donald Johnson

DONALD M. JOHNSON Jacksonville Beach FL, 32250

(904) 651-5357

EXPERIENCE Comcast Cable of Jacksonville 2003 to 2011 Technical Operations Manager Jacksonville, FL; 2003 to2011 Drove performance and financial expectations for Technical Operations Department responsible for 120 technical personnel including 7 supervisors focused on service and product delivery, customer service, quality assurance and maintenance, capital/expense budgeting & forecasting, P&L, regulatory testing, reporting, and compliance including OSHA and FCC rules, drove system/personnel performance requirements for the largest broadband market in the region. Drove performance metrics for one hundred twenty employees and seven supervisors achieving or surpassing quality assurance and performance metric requirements resulting in top two performing systems in region for Customer Service and Plant Integrity. Drove financial expectations resulting in best in market for expense control and material usage achieving +/- 1% of actual budgeted usage month over month. Reorganized Plant Maintenance department achieving a 30% expense reduction while gaining 40% in productivity. Led team responsible for plant preparation and maintenance for service and product upgrade project achieving 8% under budget and 3 weeks ahead of schedule. Achieved best in region for service restoration 2007 – 2010, planning and managing business continuity for plant operations. Achieved 100% passing of Public and Technical File audits with internal and external audit teams in identifying areas of opportunity and enforcement of company, safety, quality assurance and regulatory policies. Led team responsible for regulatory tests and filing for FCC required proof of performance requirements achieving 100% passing of tests and filing audits. Evaluated and recommended procedural changes in response to changing technical and regulatory requirements achieving a 30% reduction in man hours for FCC required reporting. AT & T Broadband 2000 to 2003 Technical Operations Manager Jacksonville, FL; 2000 to 2003 Led team responsible for plant preparations for deployment of telephony service, system surveillance, and Internet service meeting or exceeding project timeline requirements. Drove employee and system performance metric requirements resulting in improved performance. Drove financial expectations resulting in best in market for expense control. Developed plant material forecasts achieving +/- 1% of actual budgeted usage. Developed capital and expense budgets, and approved expenditures. Achieved 100% passing of audits for Public and Technical Files per FCC requirements. Achieved 100% passing of FCC required system performance testing.

Managed tool and test equipment inventory. Evaluated and recommended tool and test products.

Media One 1995 to 2000 Plant Maintenance Supervisor Jacksonville, FL; 1995 to 2000 Successfully supervised the reorganization and merging of three work groups, Network Ops Center, Outage Dispatch, and Plant Maintenance into one department. Supervised thirty five employees in the new department. Drove performance metric requirements. Developed material usage forecasts. Helped develop capital and expense budgets. Maintained Public and Technical Files per FCC requirements. Managed tool and test equipment inventory. Evaluated and recommended tool and test products. EDUCATION University of Phoenix Bachelor of Science in Business Management 3.71 GPA COMPUTER SKILLS AND SYSTYMS MS Word, PowerPoint, Excel, Outlook, Acrobat Pathtrak, Ontrac, Watchtower, Scout, WFX