Michael Dwyer
Cromer
Summary
Experienced Field Manager with a strong background in managing sub-contractors on the Foxtel and Optus HFC networks. Currently serving as a Field Manager on both the NBN OMMA and Unify projects since April 2019. Recognizes the importance of teamwork, thrives in dynamic environments, and easily adapts to new challenges. Committed to maintaining a safe work environment, prioritizes spending time with technicians on the job, providing mentorship to enhance the overall customer experience.
Overview
30
30
years of professional experience
Work History
Quality Assurance Supervisor
Broadband Services Australia
04.2019 - Current
- Position Summary - Provide leadership and direction to a team of NBN activation technicians. (35-40 technicians)
- Responsibilities - Provide day to day support and advice for technicians completing NBN installations for houses, units and commercial premises. Assist with technical / installation problems when required. Capacity management ensuring enough resources are on-site to complete forecast work. Manage and re-adjust where required on a daily basis. Work closely with Melbourne based Command Center to manage approximately 200 work orders each day. On-site Quality and Safety audits, Monitor and manage quality standards, Maintain safe working practices, Measure and coach technicians on a weekly basis through scorecard measurements (completions, customer surveys, revisit analysis, IP connectivity).
- Manage customer complaints, coordinating third party trades when required to rectify. Provide traffic control Set-up and use of elevated work platforms where required for non-standard Aerial drop installations.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
First Line Manager FOXTEL
Broadband Services Australia
01.2008 - 12.2018
- Position Summary - Provide leadership and direction to a team of cable and satellite technicians. (between 20-30 technicians)
- Responsibilities- Provide day to day support and advice for technicians completing Foxtel installations for houses, units and commercial premises. Assist with technical / installation problems when required. Capacity management ensuring enough resources are on-site to complete forecast work. Manage and re-adjust where required on a daily basis. Work closely with Melbourne based Command Centre to manage approximately 100 work orders each day. On-site Quality and Safety audits, Monitor and manage quality standards, Maintain safe working practices, Measure and coach technicians on a weekly basis through scorecard measurements (completions, customer surveys, revisit analysis, IP connectivity).
- Manage customer complaints, coordinating third party trades when required to rectify. Provide traffic control Set-up and use of elevated work platforms where required for non-standard Aerial drop installations.
Field Manager/Technical Operations Manager
Service Stream Pty Ltd
04.1998 - 11.2007
- Position Summary – To manage all technical and field operations for the NSW Optus account in order to achieve relevant monthly KPI on a consistent basis.
- Manage a group of Field Managers day to day operations. Forecast field resources capable of meeting KPI’s. Logistics Management. Quality of service (ensuring adequate internal audits completed), reporting weekly on all aspects Quality and Safety to Optus Management. Implementing training programs for new products when required. Recruitment and implementation for new project in Brisbane. OH&E Management. Relationship and Contract Management.
Foxtel Technician
Skilled Engineering
03.1998 - 04.1998
- Installation of Foxtel services. Responsibilities- Install Foxtel services to single residential and multi-dwelling units. Maintain safe working practices.
Field Supervisor
Visionstream
01.1995 - 02.1998
- Provide leadership and direction to a team of HFC network technicians. Responsibilities- Install HFC network cabling, scoping, pit and pipe upgrades, backbone cabling to commercial premises and MDU’s on behalf of Foxtel. Monitor quality standards, maintain safe working practices. Liaise with Telstra management to ensure compliance of both safety and quality issues.
Education
No Degree - WPCG Clearance Issuer
Workplace Clearance Group
Sydney, NSW03-2025
Working safely at Heights -
Pinnacle Safety And Training
Sydney, NSW12.2024
Certificate III Telecommunications -
BSA Training
Sydney, NSW12.2014
EWP High risk work -
WorkCover NSW
Sydney NSW12.2009
OHS Green card Traffic Control -
Training Course Professionals
Sydney, NSW12.2007
Certificate IV OHS Management -
TAFE NSW -
North Sydney12.2003
Certificate of Telecommunications Austel Licence- OPEN -
Petersham TAFE
Sydney, NSW12.1999
Skills
- Effective written communication
- Effective verbal communication
- Proficient in computer applications
- Committed to improving customer experiences
- Collaborative team development
- Cultivating professional relationships
- OHS reporting proficiency
- Proficient in EWP operation
- Action plan development
- Quality standards management
- Quality evaluation
Skill Summary
Good written, computer and oral communication skills, Possess a strong sense of customer satisfaction, Team building skills, building relationships between technicians to help each other., MS Excel; Intermediate, MS Office; Intermediate, MS Power point; Intermediate, MS Word; Powerpoint, OHS investigation and reporting, Elevated work platform licence and eight year’s operating an EWP for non-standard aerial installations., Completed approximately 200 non-standard installs per year., LR Drivers licence
Career Objectives - Summary
My objective is to continue my career as a Field Manager on the NBN network. I have strong experience managing sub-contractors on both the Foxtel and Optus HFC networks. Since 04/2019, I have been a Field Manager on both the NBN OMMA and Unify projects. I appreciate the value of teamwork and adapt very quickly to new environments. My passion is spending time with techs on the job mentoring for an improved customer experience.
Hobbies and Interests
- Running
- Surfing
- Golf
- Travel
Timeline
Quality Assurance Supervisor
Broadband Services Australia
04.2019 - Current
First Line Manager FOXTEL
Broadband Services Australia
01.2008 - 12.2018
Field Manager/Technical Operations Manager
Service Stream Pty Ltd
04.1998 - 11.2007
Foxtel Technician
Skilled Engineering
03.1998 - 04.1998
Field Supervisor
Visionstream
01.1995 - 02.1998
No Degree - WPCG Clearance Issuer
Workplace Clearance Group
Working safely at Heights -
Pinnacle Safety And Training
Certificate III Telecommunications -
BSA Training
EWP High risk work -
WorkCover NSW
OHS Green card Traffic Control -
Training Course Professionals
Certificate IV OHS Management -
TAFE NSW -
Certificate of Telecommunications Austel Licence- OPEN -
Petersham TAFE
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