• Address: Kildeer, IL 60074 (map)
• Date Posted: 10/31/09

Dale R. Gray
2248 Enlund Drive, #8 · Palatine, Illinois 60074
drgray69@hotmail.com · Home (847) 705-7473 · Cell (847) 514-0582


Qualifications Profile

Highly accomplished and dedicated management professional with extensive experience in call center operations, logistics, technical program/project supervision and field technician management. Deliver outstanding customer service and achieve best in class for customer support.

¨ CMC Scheduler, LVT Scheduler: Responsible for supporting the scheduling activities of the Outstate Construction District. Assess the balance of Construction resources across the District against a prioritized list of projects to allocate technicians and overtime to complete undertakings on schedule.
¨ Network Technician Construction Manager: Led, directed and supervised a team of technicians for AT&T’s project Lightspeed. Delegated projects, trained and mentored, evaluated, and gave reviews to team members. Responsible for managing the safety, quality and productivity of the outside LVT construction team.
¨ Call Center Management: Played key role in growing divisional revenue and call center staff. Provide technical support and accurate, up-to-date maintenance of customer database. Created and published call center procedures and performed phone statistic metric analyses. Delegated projects, trained and mentored team members, and assisted with interviewing, evaluating, and reviewing potential job candidates.
¨ Logistics / Customer Service: Successfully led logistical efforts, performing business and cost analysis. Scheduled service calls, dispatched technicians, and served as corporate contact. Diagnosed and provided troubleshooting for Motorola SMR equipment, IBM Ardis base stations, and EMBARC paging systems.
¨ Program Management: Led and directed team activities, preparing reports for upper management regarding project status. Coordinated and oversaw completion of projects, involving maintenance and distribution of customer equipment tracking sheets.
¨ Strengths: Utilized expertise with call processing and dispatching infrastructure of iDEN equipment. Displayed dynamic leadership and teambuilding abilities, exceptional interpersonal, communication, and networking skills, and talent for coordinating the installation and support of telecommunications systems and software.


Professional Experience


AT&T – Chicago, IL 07/2009 to 10/2009
Time Study Standards Contactor
Contracted by Mountain LTD to be responsible for observing a complete work day as performed by AT&T Construction & Engineering technicians performing Construction Placing and Splicing & Outside Plant provisioning, repairs and routines. Observations were made using a handheld data capture device that recorded all identified elements of these work activities as detailed time and motion study data.

Time studies were conducted to collect task specific data from field observations in selected work center and wire center groupings throughout the AT&T Wire Line Service Areas. ESMs (Engineered Service Measures) are scientifically derived times it should take to perform measurable elements of a given task using approved methods, exercising normal skill, exerting normal effort and working under normal conditions.

AT&T – East Dundee, IL 09/2008 to 04/2009
CMC Scheduler, LVT Scheduler
Responsible for supporting the scheduling activities of the Outstate Construction District. Assess the balance of Construction resources across the District against a prioritized list of projects to allocate technicians and overtime to complete undertakings on schedule.

Primary responsibilities include:
- Monitor service levels and other key indices to ensure the proper prioritization methodology is being used to schedule work.
- Monitor all large projects to ensure on time completion.
-Provide analysis and recommendations to the Director and Area Manager team on all key service targets not met.
- Coordinate loans to other work groups
- Work with construction Area Managers on force issues and OSPE issues
- Create a model of force/load data that is the right data for predicting including supporting historical data
- Look for tools that help to track down what affects key measurements
- Follow required metric gains or losses and adjust as necessary
- Insures process and communication

AT&T – Gurnee, IL 09/2007 to 09/2008
LVT (Lightspeed Verification Testing) Network Construction Manager
Hired as a DaVaR (Data Validation Reporting) - LVT (Lightspeed Verification Testing) Network Construction Manager to direct, coach and performance manage a work group of approximately 10-15 LVT Field Technicians responsible for testing and verifying condition of outside plant for AT&T Lightspeed Project.

The LVT Network Construction Supervisor manages Field Technicians trained to perform basic copper splicing functions associated with Project Lightspeed build outs, transmission problems, copper & fiber optics, electronics provisioning and all other cable requirements to exceed residential customer expectations for complete telecommunications needs. Responsible for managing the safety, quality and productivity of the outside LVT construction force. Coordinate provisioning activities with internal engineers, internal contractors and schedulers. Team with peers to determine best of breed process functions. Essential duties include driving, working in uneven terrain and extended hours due to service conditions. Also responsible as a guiding force in motivating, challenging, and encouraging the field force to excel in all areas of the job. Operate as a pivotal member of the construction team in achieving results and exceeding service and corporate measurements
BFG Technologies – Lake Forest, IL 08/2006 to 09/2007
RMA Manager
Supervise a group of 12 test/repair technicians in the RMA (Return Material Authorization) department, receive RMA’s into BFG database.
Receive defective Video Boards from Major department stores and end users, test, clean and identify boards for defects. Repair boards or send them back to the manufacturer for replacement to BFG stock, if board received from end user BFG replaces board. Run reports for Operations manager as requested, keep inventory of spare parts for repair area.

Supervises the receipt of goods for return and coordinate return of goods to vendors. Ensures that the returns process follows appropriate procedures and documents as necessary. Supervises the testing of returned material and ensures that procedures are up to date. Supervise up to 17 temporary employees and 2 BFG staff.

Primary Duties:
- Staffing and Supervision the RMA team
- Maintain RMA processes and procedures
- Monthly Inventory of RMA department material
- Receiving of Retail RMA's in BFG database
- Mentoring of direct reports
- Breakdown of retail goods to raw cards in BFG database
- Transfer of tested good cards to BFG warehouse
- Transfer of cards that tested bad to RTV department
- Order, repair and maintain test equipment

Teksystems – Schaumburg, IL 01/2006 to 07/2006
Program Manager
Contracted to coordinate and track the de-commissioning of telecommunications switches for Cingular Wireless.

Interact with numerous Cingular Wireless employees and various sub-contractors to complete the de-commissioning of switches within the Cingular TDMA network. Daily responsibilities were to track the progress of the project, coordinate with the various departments, complete requested documentation needed to continue with de-commissioning efforts.

Commnet Supply – Darien, IL 06/2004 to 01/2006
Logistics Manager International – Program Manager
Coordinate and track the receipt and international shipment of high quality, low-cost wireless infrastructure products, as well as resources from partnerships with Lucent Technologies and Nokia Networks.

Interact with numerous vendors to oversee purchase of equipment and products, verifying accuracy of items entering warehouse. Maintain records of inventory to meet customers’ ongoing needs. Perform program manager duties in ensuring smooth operations. Supervise the timely shipment of materials to global customers and provide logistical support to Program Managers in the field. Prepare commercial invoices and packing lists prior to shipping. Participate in RMA process with customers, warehouse staff, and vendors for return of defective materials. Generate shipping reports and PO summary reports for senior management. Tracked inventory with use of Lucent order system and Commnet IRMS inventory system.

Key Achievements:
§ Oversaw shipping of more than $5M in equipment including 2 complete Lucent switches, 150+ cell sites, installation materials, RMAs, and spare parts to Cayman, St. Maarten, Curacao, Bonaire, and Barbados.
§ Tracked shipping of equipment worth more than $3M, including 1 complete Lucent switch, approximately 100 cell sites, installation materials, upgrade equipment RMAs, and spare parts for customer in Haiti.
§ Assisted Bermuda customer to track shipments of cell sites, switch upgrade equipment, and RMA returns.

SigmaTron International – Elk Grove Village, IL 02/2003 to 06/2004
Program Manager
Oversaw successful performance of comprehensive manufacturing and assembly services for OEMs worldwide.
Services included assembly, testing, coating, design, warehousing, procurement, and direct shipping of electronic products. Components were incorporated into consumer electronics, gaming, fitness, industrial electronics, telecommunications, home appliances, and automotive products. Working within MRP system, created proposals, reviewed Bills of Materials, followed up with buyers, assembly, and testing to provide shipping dates to customers, provided reports to upper management, and assisted with inventory and shipping.

Key Achievements:
§ Provided program management concurrently for many customers, including Whirlpool, White Way Sign Company, Ingersoll Rand, and ONEAC, among others.
§ Achieved 90-99% final assembly on-time shipments.
§ Managed customer orders from 100-1,000 PCBs weekly depending on the individual customer order.

Lucent Technologies – Lisle, IL 01/2001 to 01/2003
Program Manager
Recruited to provide cellular infrastructure expertise and customer service for leading telecommunications corporation.

Monitored status of equipment orders and inventory, prepared and distributed daily tracking spreadsheets, scheduled and deployed installation teams, contacted customer to ensure readiness of installation, and assisted installation to ensure successful project completion. Facilitated weekly meetings with customer and internal departments, including order management, engineering, sales, and senior management. Proactively identified and resolved project issues ahead of schedule and enhanced customer satisfaction levels by managing and coordinating support following purchase of cellular infrastructure equipment. Directed activities of 20+ cross-functional employees.

Key Achievement:
§ Managed major projects for Cellular South including deployment of 200 CDMA cell sites and switch in Memphis, TN and deployment of 100 TDMA cell sites and 250 CDMA cell sites and upgrade of TDMA switch to CDMA in Jackson, MS. Oversaw implementation of CALEA and E911 services at both locations.

Motorola Inc. – Schaumburg, IL 1991 to 2001
Call Center Supervisor / Program Manager
Supervised more than 30 call center employees and 20 technical support specialists in second-shift call center handling cellular infrastructure equipment troubleshooting and repair calls for United States and international customers for this leading manufacturer of telecommunications products.
Key player on response team troubleshooting and resolving system outages, incoming calls, and customer RF issues. Worked remotely in the field using dialup modems or telnet sessions to access customer equipment and investigate customer complaints. Tested software releases in test lab prior to customer release, consulting with development team on current and previous releases. Developed and submitted weekly reports, statistics, graphs, and charts to management and maintained internal department website. Tracked customer equipment orders, forecasted and ordered new equipment, consulted with Field Area Operations Managers to plan and coordinate efforts to prepare and execute products and new proposals, and followed up with procurement as needed.

Key Achievements:
§ Received Worldwide Employee Recognition and Motorola Overachievers Awards in 1996 and Y2K Readiness Recognition and Award in 2000.
§ Received Motorola Team Player Award in 1991 and Motorola Above and Beyond Award in 1993.
§ Earned steady promotions from Customer Service Representative to Program Manager and Call Center Supervisor.


Education and Technology

William Rainey Harper College – Palatine, IL
Associate Certificate in Electronics (1997)
Proficient in: Microsoft Office, Project, Explorer, FrontPage, FrontPage Editor, and Visio Flow Charting •
Motorola Clarify Database and Radio Service Software • LView Pro Image Processor • MRP • IRMS