Summary
Overview
Work history
Education
Skills
Certification
Affiliations
References
Timeline
Generic

David Drinkwater

Woodley

Summary

Accomplished professional with a strong background in leadership, management, and organisational skills. Demonstrates a customer-focused approach and excels in logical and analytical problem-solving. Proven ability to oversee large projects, coach and mentor team members, and identify development opportunities. Skilled in implementing cost-saving measures, data-driven decision-making, operations planning, and agile project management. Strategic thinker with a track record of conceiving and overseeing large projects. Holds current DV Security clearance.

Overview

25
25
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Global Repair Senior Manager

Verizon / HCL
08.2013 - 10.2024
  • Managing multiple teams, with 50 + reports, supporting EMEA, APAC and LATAM regions on a 24x7 basis
  • Providing leadership and oversight on Incident and Problem management. (ITIL Methodology)
  • Escalation management
  • Managing SLA’s internally and with external vendors.
  • Enhanced team performance with regular coaching and feedback sessions.
  • Implemented cost-saving initiatives to drive profitability.
  • Led strategic planning meetings, resulting in clear business objectives.
  • Improved staff productivity through effective workforce management techniques.
  • Directed project management activities for timely delivery of projects.
  • Facilitated cross-functional collaboration leading to improved operational efficiency.
  • Streamlined processes to improve and optimise office operations.

Verizon Business – NSRU Tier 3 Manager

Verizon
08.2007 - 08.2013
  • Managing the Network Services Repair Unit (NSRU) Tier 3 team
  • Looking after high profile / high revenue customers
  • This role required me to utilise my strong technical expertise with my management, communication and project management skills
  • Analysing performance metrics, understanding the results, reporting against them and taking appropriate actions based on them
  • Working on escalations both internal and from customers, help bring clarity, calmness and resolution to complex situations
  • Attend customer meetings help work through get well soon plans
  • Leading projects, such as automated test network (over $5 Million capital) and 3G emergency deployment.
  • Ensuring new products that are being developed meet the departments requirements and required documentation and more importantly training is effectively organised and delivered
  • Communication bridge between internal departments, promoting joint endeavours
  • Ensuring the required support / expertise is available 24x7 through management of the various required on call rota’s.

Verizon Business - Tier 3 Technical Team Leader

Verizon
10.2003 - 08.2007
  • Leading a team of third line IP and Data technical experts covering EMEA within the telecommunications sector.


24x7 Operations Support Team Leader

MCI (formerly UUNET
06.2000 - 10.2003
  • Leading a team of 24x7 Second Line Support Engineers to ensure the following responsibilities are met within precise resolution and Service Level Agreement timeframes
  • Providing technical and managerial leadership.

MCI Network Operations, Cambridge, (formally UUNET) 24x7 Operations Support Engineer

06.1999 - 06.2000
  • A technical support engineer within the 24
  • 7 Operations department, providing first and second line support and troubleshooting on leased line internet solutions, ISDN, DSL, Cisco support and troubleshooting, IP Routing (BGP), DNS and Firewalls.

Education

BSc Business Information Technology 2:1 -

University of Portsmouth
09.1995 - 05.1999

Skills

  • Leadership, management, organisational and excellent interpersonal skills
  • Customer focused
  • Logical and analytical approach to problem solving
  • Overseeing development of team members, including coaching and mentoring
  • Ability to conceive and oversee large projects
  • Identifying development opportunities
  • Identifying and implementing cost savings measures
  • Data-driven decision-making
  • Operations planning
  • Agile project management
  • Strategic thinking
  • Hold current DV Security clearance

Certification

ITIL® Intermediate Certificate in IT Service Transition

PRINCE2® Practitioner

Lean Six Sigma Yellow Belt

DV Security Clearance.

Affiliations

  • Golf
  • Football
  • Dog Walking
  • Sailing

References

References available upon request.

Timeline

Global Repair Senior Manager

Verizon / HCL
08.2013 - 10.2024

Verizon Business – NSRU Tier 3 Manager

Verizon
08.2007 - 08.2013

Verizon Business - Tier 3 Technical Team Leader

Verizon
10.2003 - 08.2007

24x7 Operations Support Team Leader

MCI (formerly UUNET
06.2000 - 10.2003

MCI Network Operations, Cambridge, (formally UUNET) 24x7 Operations Support Engineer

06.1999 - 06.2000

BSc Business Information Technology 2:1 -

University of Portsmouth
09.1995 - 05.1999

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