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William I. McDuffie 825 Jerome Rd. Durham N.C.

27713 Cell (919) 451-9019 Home (919) 598-5722 wmfd5dba@westpost.net PROFESSIONAL PROFILE: Result oriented, hands-on professional, with an exceptional record of efficient and effective operational management. Key areas of focus have included customer relationship management, process development, program development, quality assur ance, staff productivity, customer satisfaction and management. EXPERIENCE: NORTEL, IN (NORTEL NETWORKS) Durham N.C. Operations Manager Managed and provided leadership for all Nortel RUS government contacts including installation activity across major US carriers. * Managed and implemented processes to drive 100% customer satisfaction for all federal funded bids awarded to Nortel. * Coordinated bid submission, order fulfillment and final closure of all federal funded bids awarded. * Responsible for the approval of all time and expense reporting for my direct r eports as well the contracted resources on a weekly basis. * Coordinated all outside audits activity involving federal projects. * Advisor and interpreter of code of federal regulations to all supporting group s within corporation to insure timelines are met. * Communicated with each customer at the end of completion of each project in or der to meet and improve on customer satisfaction. * Participated and implemented in Lean Six Sigma project to reduce the cost of d aily operational activities. * Restructured management team and developed support staff to improve customer s atisfaction, workmanship quality, and schedule adherence while reducing operatin g cost. Project Manager Provide direct project management to all Field installation activity across majo r US carriers. * Provide leadership and direction for Deployment Coordinators and up to 35 Depl oyment Technicians and contractors. * Participate in Lean Sigma and ISO 9000project initiatives in order to drive do wn cost of daily operational activities. * Perform monthly communication and manage individual objectives, development an d operating performance activities. * Full responsibility of managing Field Operations for multiple customer account s throughout US wire Line Carriers, the installation of Wireless CDMA, DMS/succe ssion switching Optical and Data products. * Maintained excellent customer relationships to assure customer expectations we re understood and met. Operation Project Coordinator Responsible for project coordination of all installation activity for the Southe ast and Southwest related to the DMS-100 customer base. * Provide project management support for 3 Field Supervisors and 30 Field techni

cians. * Projects included warranty management, XPM + and bar-coding initiatives. * Perform in-depth costing analysis of installation projects for entire district and maintain comparison data to manage and evaluate trends. * Manage project cost reconciliation process. * Assure customer satisfaction through status meetings, conference calls and cus tomized action plans. * Analyze district training needs and coordinate employee scheduling. * Proactively identify key factors that inhibit efficiencies, perform root cause analysis, develop action plans focused on customer satisfaction, quality, cost and staffing needs. * Develop working documents via database management and creation to assure entir e team has accurate and appropriate information. Grounding Auditor / Quality Auditor DMS-10/100 * Inspected BOC/USTA premises for grounding discrepancies before and during init ial/extension installations. * Utilized various test sets (multimeter and megger) for measuring central offic es grounds. * Submitted reports and schematics to Customer Power/ Ground engineering groups for review. * Performed district quality audits ensuring central offices (BOC/USTA) met Nort el standards. Field Technician Installed digital switching equipment on customer sites and acted as project manager and customer Contact for entire installation process. * Installed various DMS product lines for multiple customer sites. * Coordinated daily installation activities and negotiated scheduling with custo mer. * Provided single point of contact for customer issue resolution and project sta tus update. * Managed multiple customer sites and installation personnel. * Managed cost efficiencies, tools and material for simultaneous projects. * Trained Technicians on policies, practices and procedures. Interpreted and pe rformed updates to schematic drawings when alterations were required during the Installation pha se. EDUCATION: University of Wisconsin, Madison- Engineering Professional Developmen t Durham Technical Community College, Durham N.C. Busin ess Administration COMPUTER SKILLS: Operating Systems: Windows, Macintosh, PowerPoint, Microsoft Office, Outlook, A dobe, Timbuktu, FTP, Exchange, HTML, ISS, NTACCESS. PROFESSIONAL TRAINING: DMS-100 Hardware Testing DMS-100 Operational Testing DMS-100 Basic Installation 80 hrs DMS-100 Family System Operation 80hrs

DMS-100 Sonet Remote 80 hrs DMS-Super node Maintenance 40hrs Power Systems 40hrs Installation Job Planning and Administration 80hrs Technical Introduction to cellular Telephony 32hrs University Of Wisconsin, National Electric Safety Code 3CR University Of Wisconsin, Grounding Theories 3CR Site Team Leader Program Management Assessment Program Managing Multiple Projects Influencing Other Seminar Enhanced Leadership class Negotiating skills class Time Management class Succession Networks -Architecture Overview 24hrs Rural Utilities Service Symposiums- code of federal regulation overview and fede ral law changes that impact federal funding of project. Nortel Inc- Customer Service Representative - Contract Negotiator - Proposals - Liaison between external customer Nortel sales and operation team - Contract Administrator SIGNIFICANT ACCOMPLISHMENTS: Stock options for exceeding corporate targets, Awa rd for supporting the sales team on network mega bids, Received the President and Chief Executive officer award for customer service, 3 spot awards. REFERENCES: Available upon Request