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Yyyyyy x. yyyyyy                                                                                                     

0000 xxxxxx xxxx , xxxx , xxxxx 00000



Country of Citizenship:   USA

Social Security Number:  XXX-XX-XXXX



Vacancy Announcement #:

Position:                               Supervisory Management Analyst - GS14/15                                  



Core Competencies

Executive MBA, Bachelor of Science in Business Psychology, Staff Management, Policy and Procedures Design and Implementation, Program Planning Development and Management, Strategic Planning, Public Safety, Emergency Response Communication, Senior Management Interface, Standard Operating Procedures Development, Analysis, Assignment Scheduling, Conflict Resolution, Technical Conferences, Performance Reviews and Ratings, Personnel Discipline, Hiring and Firing Decision-Making, Oral and Written Communication, ISO Quality Standards, Union Delegate Interaction, Union Grievance Issues Resolution, Software including Lotus Notes, SharePoint, MS Windows Vista, MS Office Suite 2007



Professional Experience

May 2005 - November 2008

Verizon Connected Solutions

Glenn Dale, MD

Hours per week:  40 - 50

Salary: $107,000 Annual             

Supervisor:  Ed Ruby, ( xxx-xxx-xxxx                                   May Contact


Area Operations Manager


As Operations Manager for one of the premier telecommunications organizations world-wide, was tasked with comprehensive responsibility for a staff of more than 100 individuals in this highly competitive, deadline driven and cost-conscience industry.  Utilizing extensive leadership and supervisory skill sets in directing multiple complex issues, coordinated fiber optic installations for residential customers in the Washington, DC and Maryland service Region.  Oversaw training of 200+ personnel on FiOS technology and led the transition teams in the changeover of residential service from the Copper Services Network (CORE) to the Fiber Optic Network.   Authored written reports and conducted various presentations to communicate status of projects to stakeholders.  Worked closely with vendors and suppliers to ensure compliance with contractual requirements for customer base.  Additionally, assured close, positive interfacing activities among local Union representatives, employees and management in support of a positive work environment and timely solutions to any grievance issues.


Worked diligently to establish an environment of participation by all personnel, particularly in the development and roll-out of corporate policies, procedures and short- and long-term goals and plans, which resulted in involvement by individuals in exceeding customer satisfaction goals and corporate operational and financial objectives.  Strong force management experience was gained through development of abilities in directing staff and other personnel, resulting in adherence to ISO9001: 2000 standards, corporate policies, Code of Conduct and diversity requirements.

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Yyyyyy x. yyyyyy                                          Vacancy:                                                                           Page 2 of 3


Developed broad-based capabilities in strategic and operational planning, taking into consideration expenses and capital requirements, implementing the introduction of a variety of operating goals, including performance measurement and corrective action plans.  Utilized cross-organizational weekly planning session conference calls to review various trends that impacted mission effectiveness.  Oversaw monthly staff meetings in support of corporate readiness, planning facilitation and management of $1MM in company real estate, vehicles, computers and telecommunication equipment assets.




September 1996 - May 2005

Verizon Communications

Brooklyn, NY

Hours per week:  40 - 50

Salary:  $90,000 Annual             

Supervisor: Nicholas Ramos, (718) 541-3063                       May Contact


Local Operations Manager


Assigned oversight of the installation of fiber optics for Verizon, developed Service Technician teams to perform installations and circuit maintenance, with a strong emphasis on maintaining highest level of both qualitative and quantitative customer service results.  Completed follow-up functions with Tier 2 support group and end-users to improve customer satisfaction. 


Oversaw all areas of employee performance, placing particular focus on evaluating installation capabilities and accompanying strengths in operation, maintenance and repair of new, upgraded technology; assessed completed job orders.  To improve Technician performance quality and increase departmental productivity, introduced a number of key initiatives and developed standardized processes that reduced problem-resolution time frames.  Also supported cross-functional communication and interaction in support of achieving organizational goals and objectives and facilitated the mediation process between management and Union.


Additionally for Verizon, functioned as PC and operating systems Subject Matter Expert, provided desktop support for Fiber Optic Technicians and served as the primary contact for DSL troubleshooting.




September 1994 - September 1996

Verizon Communications

Brooklyn, NY

Hours per week: 40 - 50

Salary: $90,000 Annual

Supervisor: Greg Norford, (718) 933-2795                May Contact


Field Technician


During this assignment for Verizon, was tasked with responsibilities for providing and maintaining voice and data lines for both residential and commercial wiring.  Tested field equipment and evaluated operating systems to analyze problems and difficulties and complete repairs.  Was selected as Lead Technician for Verizon during a chronic repeater reduction program in the North Brooklyn area. 




Yyyyyy x. yyyyyy                                          Vacancy:                                                                           Page 3 of 3



September 1987 - September 1994

Verizon Communications

Brooklyn, NY

Hours per week:  35 - 40

Salary:  $45,000 Annual           

Supervisor:  Cacilda Byron, (718) 258-0015                          May Contact


Service Representative


Utilized product knowledge to assist customer base in identifying telecommunication needs and proffering suggestions for solutions and meeting those needs.  Assisted in billing support as well as providing support and responses for other customer issues and queries.



August 1984 - June 1987

United States Army

Fort Campbell, KY

Hours per week:  35 - 40

Salary:  $36,000 Annual           

Supervisor:      N/A                                                     


Personnel Actions Specialist


Served in Benefits support role, assuring information regarding available benefits and services was relayed to military personnel and their dependents.





Wagner College, Staten Island, NY

Executive Masters of Business Administration, 2003


Empire State College, State University of New York, Brooklyn, NY

Bachelor of Science, Business Psychology, 1996                





Professional Development

ESI International, 2002

Contract Management Principles and Practices

Quality for Project Managers

Project Leadership and Communications

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