Donald McCauley

About Donald McCauley

I am a skilled professional proficient in U-verse technology, MSOC methodology, performance management, workforce development and building partnerships in the telephone and data industry. In my tenure as a management employee since I have had many positions in CIM, NDC, Staff and the UFO enhancing my resume. I have successfully managed Labor issues, headcount, analysis and personnel. I have excellent leadership and decision making skills and I am capable of managing complex situations while producing excellent results in a timely and cost effective manner. I am energetic, enthusiastic and competent. I am very organized and have strong analytical and communication skills. I have a clear understanding of telecommunications, outside plant and our products/services. I interact with all levels of management to maximize a high level of efficiency while delivering the difference to our internal and external customers.

Experience

1. Area Manager - Iefs - Technology Operations West

   AT&T

   Sep 2007 — Present · Dallas, TX, US

   Supervise 12 Managers, 150-160 Network Technicians, and Administrative Staff providing product and services to both internal and external customers. • Responsible for the installation and maintenance, provisioning, coordination, dispatching and testing activities at the customer site or a company location for IP based U-verse Products to include VOIP (Voice over IP), Video and HSIA. • Coach and manage employee performance and behavior, develop the training strategy, monitors costs to meet financial goals and ensures all personnel are handled in accordance with company guidelines. • Interface with customers through face to face and/or telephone interactions. • Duties include interviewing and hiring along with submitting performance appraisals for supervisors over an assigned territory. • Monitors costs and work load to meet budget targets. • Administers and oversees company safety practices, and vehicle and tool inventory. • Required to establish, implement and monitor adherence to methods, process and procedures including managing employee attendance. • Oversee activities and scheduling of frontline and coordinates with other departments to ensure that schedules are arranged to meet company/customer appointments/commitments. • Ensures that all functions are performed correctly and in a timely fashion to meet/exceed customer expectations and company standards/specifications. • Responsible for ensuring Efficiency/Productivity and Utilization targets are met and may be responsible for the execution of plans targeted at delivery of specific service and cost results as typically tracked through a scorecard. • Handle customer escalations for 24 hour customer answer points. • Contribute to ATT compliance with environmental laws and regulations as applicable to its job function.

Skills

• Co-Location
• Team Leadership
• Contact Centers
• Mpls
• Multiprotocol Label Switching (Mpls)
• Wireless Technologies
• Ethernet
• T1
• Leadership
• Telecommunications
• Direct Sales
• Wireless
• Managed Services
• Internet Protocol (Ip)
• Telephony
• Call Centers
• Ip
• Broadband
• Solution Selling
• Voice Over Ip (Voip)
• Vendor Management
• Voip