Resume
Wayne J. Duhon409-718-8352wayneduhon@gmail.comOperations, IT, Telecom / Director and General Manager |
Professional Experience
Charter Communications, Spring, TX • July, 2013 -Present Cable Television and High Speed Data Provider Manager Technical Operations
Tech 2 Texas, Port Neches, TX • January, 2010 –July, 2013 Tech Service and Consulting Provider Principal Engineer/ Owner
Dish Network, Beaumont, TX • July, 2008 September 2009 Satellite Television and High Speed Data Provider General Manager
Time Warner Cable, Nederland, TX • June, 2001 November 2007 Cable Television and High Speed Data Provider Director of Advanced Services
Dell Computer Corp, Austin, TX • Oct 1998 February 2001 World Leading Computer Manufacturer Lab Manager
Information Services Exc, Austin, TX • Feb 1996 February 1998 Internet and Networking Company Owner
WorldNet, Beaumont, TX • Oct 1994 February 1996 Internet Service Provider General Manager |
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Core Competencies
General Management • Operations Excellence •Internet Technologies • Technical and Customer Support • PC/Server Architecture and Design • HFC Plant Technology • Fiber Optic and Optical Circuit Expertise • VoIP Expertise •Forecasting • Fiscal Management • P&L Administration •Financial Analysis • Budgeting • Personnel Training/Development • Risk Assessment • Strategic Alliances/Partnerships • Team Development • Corporate Sales Presentations • Proposal Development •Troubleshooting • Business Development • Contract Negotiations •Personnel Motivation Programs • Sales/Marketing • Office Programs
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| Education and Credentials
Majored in Criminal Justice Lamar University Enrolled in General Management Certificate Program The University of Texas McCombs Business School Microsoft Certified Systems Engineer (MCSE) Advanced Diploma Port Neches Grove High School Essentials of Management Certification Time Warner Cable
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Professional Experience
Charter Communications, Spring, TX • July, 2013 -Present Cable Television and High Speed Data Provider
Manager Technical Operations
Responsible for providing direction and leadership to designated staff while maintaining system integrity and overseeing operations of installations, service and maintenance. Coordinate and collaborate with Construction, Dispatch, Warehouse, Engineering and Customer Care operations to ensure optimal customer experience. Responsible for purchasing, budgeting, business plan development, deployment of new products, assisting with capital projects and for the hiring, training, development, and performance management of staff.
Revenue Growth:
Significantly reduced overtime cost by stressing productivity, craftsmanship, and a technical standard approach to jobs.
Reduced fleet expenses with proper maintenance and service programs to ensure high availability of vehicles.
Upgraded networks and customer service focus that greatly reduced customer churn.
Improved contractor focus and efforts in reducing time on job, repeat calls, and improving customer satisfaction.
Operational Enhancements:
Empowered staff to with information and education to improve job success and retention of employees.
Redesigned critical network components for maximum uptime and reliability.
Implemented new network monitoring programs and strategies for proactive customer impacting events.
Resurrected employee appreciation experience program which greatly increased employee loyalty.
Spearheaded mobile Workforce Management for tech employees that served customers promptly and accurately.
Tech 2 Texas, Port Neches, TX • January, 2010 –July, 2013 Tech Service and Consulting Provider
Principal Engineer/ Owner
Principle Engineer and Owner of a Tech Services and consulting services company focusing on customer service and education. Provided customers with the best in business processes for network bandwidth and equipment. Educated clients on Internet and social media marketing and analysis. Implemented mobile strategies and processes for clients wishing to gain an advantage in field operations. Outfitted home users with the best options for home entertainment and Smart Media options and systems.
Revenue Growth:
Improved operating expenses of client by 22% by applying the right mobile strategy for field employees.
Restructured customers social media presence focusing spending on better targeted customers for more revenue.
Audited customers IT needs, including bandwidth, hosting, applications reducing total cost of ownership.
Regularly improved customer’s home entertainment experience by educating and reconfiguring existing components.
Operational Enhancements:
Implemented solution to enable field employees to report administrative tasks on the fly to reduce overtime on tasks rather than returning to the office to finish those tasks.
Used skills to implement team SharePoint on the cloud to enable better collaborations amongst remote client team.
Consulted with client on broadband options amongst different provides to create cohesive encompassing network solution.
Created emergency management plan for company evaluating and implementing companywide guide and processes to follow in event of hurricane or catastrophic weather.
Dish Network, Beaumont, TX • July, 2008 September 2009 Satellite Television and High Speed Data Provider
General Manager
General Manager of one of largest Dish Network Service Local Service Centers in Texas. The leader role in all aspects of the business. Provided expertise and mentoring of managers and front line employees. Created innovative new plans for trouble call reductions and improved completion rates. Put a new focus of engineering and technical expertise approach to technicians to improve performance and confidence. Spearheaded efforts for massive customer restoration and new business after hurricane Ike, gaining customer penetration by capitalizing on competitor’s weakness. Brought new focus on improved customer satisfaction and service.
Revenue Growth:
Significantly reduced overtime cost by stressing productivity and a technical standard approach to jobs.
Achieved top nationwide ranking among DNS facilities across the country, continuously ranking in the top 5% of offices nationwide, in productivity, cost per job and low operational expense.
Lowered warehousing cost by implementing strong guidelines on the capex of equipment.
Improved customer satisfaction scores and reduced churn to improve ROI on customer acquisition.
Operational Enhancements:
Implemented standardization of operations across territory to greatly reduces time on job and improve efficiency by 28%
Created team web interface to reduce back office inefficiencies. Leading to less time on administrative task.
Structured a coaching and mentoring mentality in management to reduce employee turnover and associated cost.
Implemented Team Building experience program which greatly increased employee loyalty.
Reduced customer call in rate with a First Visit training program and focus for technicians.
Time Warner Cable, Nederland, TX • June, 2001 November 2007 Cable Television and High Speed Data Provider
Director of Advanced Services
Primary leadership role in all aspects of business development, revenue generation, product/service implementations, network design and maintenance, direct marketing efforts, and ad spots, and trade shows. Provided establishment and cultivation of key partnerships, generated strategic plans to elevate organizational performance as well as network performance, and coordinated support operations. Authored business proposals/plans, legal contracts, and service agreements. Created innovative marketing tools ranging from online presence to entire technology shows and other advertising techniques. Liaised with clients needs and issues. Spearheaded effort to bring Road Runner Business Class to the Southwest Division. Guided two employees to Employee of the Year out of 6 years of employment.
Revenue Growth:
Fueled increases in customer base totaling over 42,000 HSD homes and 12,000 Digital Phone homes maintaining a healthy growth rate.
Achieved top ranking among competitors, continuously capturing major awards and contracts.
Instrumental contributor to the organization’s successful penetration of enterprise market through the establishment of an aggressive business marketing campaign.
Elevated brand awareness within the community through development and maintenance of a 1st class product, network and support team.
Operational Enhancements:
Educated support staff to understand all facets of how the business worked and groomed them for a low turnover rate. Assembled the best possible people for support teams.
Designed critical network for maximum uptime and reliability.
Created and implemented different network monitoring programs and strategies for proactive customer support.
Implemented Team Building experience program which greatly increased employee loyalty.
Implemented a hybrid Dynamic Dispatch of high tech employees that served customers promptly and accurately.
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Dell Computer Corporation, Austin, TX • Oct 1998 February 2001 World Leading Computer Manufacturer
Lab Manager
Key in developing varying products to reduce Dell’s overall cost of doing business in technical support by reducing dispatch rates, time on call, and by moving support from the phones to the Internet. Played a key part in the development of Dell’s strategies and implementation of Resolution Assistant starting with the WebPC. Used the information gained from consumer success to be able to go to corporate customers and present the Resolution Assistant product and how it would help their needs. Provided demonstrations and presentations for Industry Analyst, top corporate customers, executives, and events such a Tech Connect, and Direct Connect, Dell’s premier customer events used to represent new products and concepts. Worked with all lines of Dell products from servers, server clusters, workstations, and laptops.
Revenue Growth:
Internet and Native system based resolutions reduced support calls by decreasing calls and agents time on calls.
Structured lab for best efficiency and performance.
Ability to speak to non-technical customers on sales calls increased close rates.
Operational Enhancements:
Oversaw lab creation of software to handle internet based support.
Created “MAPS” to enable scripts to be performed on customer computers to remotely repair system problems.
Enabled agents to handle more than one customer per session.
Test Engineering Advisor
Member of the Web Products Development team, (WebPC). Created Image building process and Recovery CD for WebPC. Lead SCI (offsite contractor)to oversee their Test Engineers, monitor and meet with them on our plan progress. Supervised offsite factory to come up with options on how to install images on the WebPC and testing their factory software applications. Collaborated with vendors to come up with solutions to the WebPC’s unique issues. Created automated testing using tools such as WinRunner. Created special projects to evangelize the WebPC and its features. Presented product demonstrations on several occasions, such as Direct Connect and the Fall Analyst Meeting with Michael Dell.
Information Services Exchange, Austin, TX • Feb 1996 February 1998 Internet and Networking Company
Owner
Consulting and Web development company for installing and creating LAN’s and WAN’s for small to midsized businesses. Created database based web portals for the real estate industry as well as the retail automotive industry.
WorldNet, Beaumont, TX • Oct 1994 February 1996 Internet Service Provider
General Manager
Responsible for the daily operations of WorldNet. Maintained P&L for company. Oversaw assistant managers and more than 30 employees. Scheduled employees for 24×7 customer service. Performed Human Resources duties throughout the company. Maintenance of Nation Wide, Wide Area Internet Network on Sun/Solaris platform and Livingston Postmasters and Cisco Router configurations. Engineering for High Speed telecommunications equipment and local telephone equipment in many different states. Ensured contracts with individual site licenses were read and signed. Traveled extensively for the installation maintenance and service of remote sites. Trained new licensees on marketing of their new Internet business, and trained them on the use of their equipment.
Wayne Duhon 