ROY PICKLES 140 Traylee Drive Wake Forest, NC 27587 (919) 539-4736 rp1162e12@westpost.

net TECHNICAL SERVICE MANAGER Networks / Implementation & Integration Project Management / Testing / Problem Solving Multi-site / B2B / Client Relations / Cost Controls / Team Leadership / Customer Service Training / QC I resolved telecommunications issues and directed system enhancements for large and small companies including MCI/WorldCom, Nortel and Blue Star. Identifying and solving complex technical problems, I have saved employers and clients time and money. I complete projects on time and budget, ensuring ongoing revenues and profits. My ability to train and lead teams enhances my contributions to any organization. I bring a hands on approach to raising the performance of staff members and motivate them to meet demanding objectives. My key skills include: - Designing telecommunications system solutions to meet client needs - Analyzing and solving system deficiencies to ensure long-term customer loyalty - Delivering technical projects ahead of schedule and below cost - Managing service teams to improve performance and productivity - Ensuring products and services are delivered with 100% client satisfaction My BS in Business Administration is from NC Wesleyan College. I have updated courses from AT&T including Supplier Awareness, Ask Yourself Training, TP 76300, Electronic Job Folder (EJF) and Fiber Inspection and Cleaning. Colleagues describe me as very personable, good natured, positive and upbeat. My high energy and enthusiasm allows me to build solid relationships with both staff and clients to ensure ongoing company success. I am very action-oriented and a high achiever who always gives 100%. CAREER HISTORY Independent Contractor, 2001 to Present. Directed a wide variety of installation

projects and testing applications in traditional and cellular communications systems for a variety of telecommunication firms. Completed projects on SS7, DWDM Cabinets for POPs, routers, CAT 5 and fiber cable to host cellular switches. Managed up to 18 team members. Field Operations Manager, Covad/Bluestar, 2000 to 2001. DSL provider Oversaw customer service team including call center staff, field techs and sales engineers. Managed stock inventory and coordinated with suppliers to ensure availability of service materials. Directed four staff. Won Allstar Award for resolution of customer concerns. Network Engineer III/Site Supervisor, MCI/WorldCom (now Verizon), 1995-2000. Promoted to direct customer service team to achieve resolution of client complaints. Managed network links and oversaw trouble shooting techniques and activities. Monitored 25 local switch centers nationwide. Managed $200K budget and eight staff. Earlier: Switch Supervisor, MCI/WorldCom; Supervisor and Manager, Nortel. Personal: I enjoy fishing, gardening and I volunteer at local homeless shelters.