Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Joe Eaton

Knoxville

Summary

Experienced network support manager, team leader and business analyst, specializing in legacy and next generation Telecom service provider technologies and solutions. Exceptional time management, evaluation and problem-solving skills. Strong background in Agile/SAFe methodologies with ability to handle multiple program initiatives simultaneously and accurately.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Lead Technology Business Analyst

AT&T
Knoxville, TN
03.2023 - Current
  • Optimized business operations with thorough analysis of current systems, identifying areas for improvement and recommending actionable changes.
  • Led cross-functional teams to successfully execute complex projects within scope, budget, and timeline constraints.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Implemented business intelligence solutions to increase operational efficiency.
  • Updated and developed scripts and queries to extract and analyze data from multiple sources.
  • Conducted thorough testing, identifying bugs early in the development process and reducing overall project risk.
  • Utilized agile methodologies to respond quickly to changing requirements, ensuring timely delivery of critical functionality.
  • Learned and shared knowledge of new technologies to support technically challenging projects and assume various responsibilities.
  • Analyzed and developed technical solutions to meet business requirements.

Senior-Technical Process/Quality Manager

AT&T
Atlanta, GA
10.2019 - 03.2023
  • Led continuous improvement initiatives by actively seeking opportunities for process optimization and cost reduction.
  • Evaluated quality problems and performed assessments to identify and resolve issues.
  • Wrote and implemented new rework procedures to standardize processes and streamline workflow.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Developed and deployed production control plans and created work instructions and procedures.

Network Services Manager

AT&T
Knoxville, TN
02.2014 - 10.2019
  • Enhanced customer satisfaction by promptly addressing and resolving service issues.
  • Streamlined field operations for improved efficiency and reduced response times.
  • Increased team productivity with effective scheduling and resource allocation.
  • Implemented quality control measures to maintain high standards of service delivery.
  • Conducted regular performance evaluations, identifying areas for improvement and implementing corrective actions as needed.
  • Coordinated cross-functional teams to complete complex installations on time and within budget constraints.
  • Led team of up to 30 service technicians in field activities.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Managed a team of network professionals, fostering collaboration to meet organizational goals.

Digital Technician

AT&T
Knoxville, TN
02.2008 - 02.2014
  • Provided technical support, troubleshooting hardware and software issues to minimize disruptions in daily operations.
  • Trained team members on the proper use of digital equipment, increasing overall productivity.
  • Established strong relationships with clients through effective communication skills and proactive problem-solving abilities.
  • Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
  • Used information in technical diagrams, schematics, and manuals to understand operations and make successful repairs.
  • Conferred with engineers and designers to investigate and solve failure issues.

Field Service Technician

AT&T (Bellsouth Telecommunications)
Panama City, FL
09.2000 - 02.2008
  • Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
  • Streamlined service processes, documenting repair procedures and creating comprehensive reports for each job completed.
  • Continuously expanded knowledge base through ongoing training and certification programs, staying current with industry advancements.
  • Followed safety procedures to avoid injuries in field.
  • Operated hand tools and power equipment according to company safety procedures.
  • Reviewed technical documentation to complete equipment maintenance and repair.
  • Discussed and recommended service options with customers and explained costs involved.
  • Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
  • Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
  • Installed and repaired network cabling, hardware and software to maximize operational efficiency.

Education

High School Diploma -

Clarksville High School
Clarksville, TN

Skills

  • Process improvement
  • Analytical and Critical Thinking
  • Quality assurance and control
  • Organized
  • Advanced Training in Telecom Transmission Systems
  • Results-oriented
  • Hardware installation and configuration
  • Networking
  • Troubleshooting
  • Data Analysis & Manipulation
  • Salesforce CRM Admin
  • MS Power Automate Cloud/Desktop

Certification

CompTIA - Network+

CompTIA - A+

CompTIA - Security+

Timeline

Lead Technology Business Analyst

AT&T
03.2023 - Current

Senior-Technical Process/Quality Manager

AT&T
10.2019 - 03.2023

Network Services Manager

AT&T
02.2014 - 10.2019

Digital Technician

AT&T
02.2008 - 02.2014

Field Service Technician

AT&T (Bellsouth Telecommunications)
09.2000 - 02.2008

High School Diploma -

Clarksville High School

Similar Profiles

VIEW MORE PROFILESCREATE PROFILE
Joe Eaton