John Urban

8101 E Sweet Bush Lane Phone: 480-985-6181

Gold Canyon, Arizona 85218-2010 Email: JohnEUrban@aol.com

Technical Operations Manager

PROFILE: More than twenty years Leadership and Management experience in the telecommunications
industry. Excellent communications skills along with the ability to see “big picture” concepts down to
the individual responsibilities. Consistently dedicated my skills to focusing on each task by analysis,
design, and implementation until the task is complete. Utilization of assets whether people or systems
need to be part of any plan from concept to completion. Guided by my association with the United
States Marine Corps experience has proven to me that utilizing Honor, Courage, and Commitment is
the best way to go through life.

PROFESSIONAL STRENGTHS

● Operations Center – Setup & Redesign ● Disaster Recovery

● Systems Analysis ● Forecasting Planning
● Call Center Operations Management ● Operational Research
● Team Leader, Team Builder ● Financial Analysis
● Coaching / Mentoring ● Diagnostic & Analytical Problem Solving

SELECTED ACHIEVEMENTS

Redesigned a Technical Operations Call Center by combining attributes of two centers into one to
support over two hundred broadband technicians. Resulting in the improved call handling time
from forty minutes to seventeen minutes.

Developed a Separate bridge number for technicians with issues requiring less than two minutes of
time. This removed an average of seventy five calls per day from the main queue Resulting in an
improvement of three minutes less per call across the day.

Engineered a process utilizing the attributes of business office abilities within the work group to
proactively clear service order fallout prior to the installation date. The resulting process reduced the
call volume by 10%

Designed, trained, and implemented, a training aid for the new broad band time codes. Issue was
technicians taking up to thirty minutes to fill out time sheets. By a simplistic design the training aid was
able to reduce the time sheet completion down to three to five minutes per technician per day.

Developed and implemented a project to expand the Choice Online product from single family homes
to multi-family dwellings and prove that the high speed services did not require specific types of wiring.
The resulting data proved the services would function within parameters. The trial was set for three
thousand feet. Three months later the trial again proved the same at six thousand feet. The resulting
penetration was over twenty thousand potential customers.

Analyzed data from orders issued for dispatch that did not require a technician. By designing a code
“Con to Sab” In the remarks area of the service order these orders were removed from the dispatch
load and manually completed within the center. The Cost savings averaged three technician’s
worth of labor per day at $115.00 per hour.

EDUCATION
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 Associates Degree in Electronics Technologies

John Urban
8101 E Sweet Bush Lane Phone: 480-985-6181
Gold Canyon, Arizona 85218-2010 Email: JohnEUrban@aol.com

OBJECTIVE: To transition my skills and experience into a Technical Advisor or Team Leader position

PROFESSIONAL EXPERIENCE

Total Transit Inc. Glendale, AZ 2008-Present

Inbound Call Center Manager June 2008
• Responsible for three Supervisors, six Lead Agents, and fifty Service
Representatives
• Daily Operations of Center including Staffing, Coaching, Training, and Discipline

Inbound Call Center Supervisor February 2008

• Responsible for 20 agents including monitoring for performance, coaching,
disciplining as required

Qwest Communications Phoenix, AZ 2004 – 2007

Network Operations Manager
• Technical Operations Center for a three state area for video and broadband services
• Maintained a predetermined service level and call volume, to proactively reduce system fallout
• Developed processes for improvement of call handling and order fallout
• Mentored, coached, and trained technicians designated as field support
• Prepared daily reports on attendance, productivity, time sheet entries, safety training and
process, policy enforcement, and discipline as required
• Live ride exercises, attendance and timesheet reports as performance management

Qwest Communications Phoenix, AZ 1998 – 2004

Network Operations Manager
• One installation team including training and process writing for the new Broad Band video and
online services
• Established multiple locations for installation forces to include all data requirements, telephone,
fax machines, tool and supply inventories
• Confirmed stock inventories, tool inventories, attendance and time sheets, coached, mentored
and disciplined as required
• Company liaison to 12 contract supervisors and five company supervisors to maintain up to
date training and direction for over 200 contract installers.
• Completed my team’s work load to the average of five to six items per day
• Responsible for vehicular safety and personnel safety on the job
• Signed off on time sheets and updated any company policy changes

USMC Chicago, IL 1980 – 2000

Technical Control Chief
• Multi million dollars worth of communications equipment and the welfare of personnel
numbering 75-150
• Responsible for safety, training, motivating, adherence to direction, and mission
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 accomplishment for multiple platoons
• Motivated employees, inspected personnel, trained, established orders and gave direction of
site completion for several working platoons

Ameritech Naperville, IL 1973 – 1996

Installation Technician
• Installation and repair of telecommunications systems in both commercial and consumer areas
• As a Union Steward, was responsible for the personnel and their adherence to contractual
agreements and communicated with management when issues required
• Completed my work load in less then average time while conforming to company safety
regulations, company polices, and mentoring and coaching my peers

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