Brad M Huffman - Resume

Brad M Huffman

Email: | Phone: 419-348-5976 | LinkedIn:

Professional Summary

Combining years of compassionate customer support and sales with a strong technical knowledge and a zeal for creative problem solving. Using years of experience with data, process design, and customer empathy to help grow a small, mostly rural customer base over 400% in size with very low churn rates and increased ARPU.

Professional Experience

IntelliWave LLC

Special Projects and Provisioning Coordinator — Jan 2016 to Present (Remote)

  • Led team in rolling out new product offerings to customers, including Gigabit Fiber To The Home, Television, and Whole Home WiFi services.
  • Developed and distributed best practices instructions for both field techs and CSRs, along with manuals and support documents for employees and customers.
  • Performed as liaison between customers and engineers to ensure successful services turn-up, as well as between our vendors and employees for new product rollouts.
  • Worked hand in hand with B2B sales representatives in determining appropriate customer solutions.
  • Scheduled and provisioned installation of Gigabit Fiber to the Home Internet, VOIP phone, and IPTV services.
  • Administered middleware for Calix-based GPON FTTH customer network, Minerva-based television services, and VOIP phone services.
  • Responsible for GIS map creation, customer and census data analysis and manipulation.
  • Developed tools to assign work and track performance for fiber outside plant construction.
  • Analyzed and reported data biannually to Federal Communication Commission for 477 reporting.
  • Supported on-site field technicians and CSRs.

IntelliWave LLC

Assistant Customer Service Manager — Jan 2013 to Dec 2016 (Remote)

  • Administered POS, customer email, and call center telephone systems.
  • Trained and supervised customer support representatives in sales, billing, and technical support.
  • Handled customer escalations to satisfaction.

IntelliWave LLC

Customer Service Representative — Jun 2010 to Dec 2013

  • Scheduled and dispatched field technicians.
  • Fielded inbound commission-based sales, tech support, billing, and all other customer inquiries.
  • Level one network infrastructure maintenance and monitoring.

Ohio University

Graduate Teaching Assistant in Voice — Sep 2008 to Jun 2012

  • Taught college courses in voice for instrumental music education majors and non-music majors.
  • Production assistant to the director of Opera.
  • Performed as soloist and ensemble member in various productions.

Uniboard Fostoria, Inc

Customer Care Representative — Jun 2008 to Sep 2008

  • Primary contact for B2B customer issues; including order entry, fulfillment, billing, and shipment.

Uniboard Fostoria, Inc

Production Planner/Traffic Coordinator — Apr 2006 to Jan 2008

  • Planned 24/7 production schedules based on production line changeover efficiency, order priority, and raw material inventory.
  • Developed relationships and scheduled shipments with OTR trucking companies and railroads.

Best Buy Stores Inc

Retail Sales Associate — Oct 2005 to Apr 2006

  • Sold, delivered, and installed home computers, electronics, and appliances.

Midwest Communications LLC

Call Center Manager, Assistant Call Center Manager, Lead Customer Care Professional, Technical Support/Dispatch — May 2001 to Apr 2005

  • Instrumental in the establishment of two call centers for a Wireless Internet Service Provider and one of the nation’s largest Dish Network retailers.
  • Responsible for training, hiring, and supervision of 15 member call center.
  • Ensured a satisfactory solution to escalated customer issues.
  • Administrator of T1 and POTS telephone system.
  • Sales and Support for wireless internet and satellite TV customers.

Millennium Security Services

Operations Manager, Office Manager, Office Clerk — Sep 1999 to Apr 2001

  • Sold, installed, and serviced residential and commercial security and fire systems.
  • Administered all company computer systems and office network.
  • Coordinated and dispatched contracted installers.


Ohio University — Master of Arts in Opera (Jan 2008 – Jun 2010)

Ohio University — Bachelor in Vocal Performance and Music (Aug 1994 – Jun 1999)


  • CRM, POS, & IVR System Management
  • Internet, Phone, and Television Services Provisioning
  • Project Management and Operations Optimization
  • Technical Support and IT Implementations
  • Data Analysis and GIS Mapping
  • Creative Problem Solver


  • Smart Home Technologies
  • Blockchain Technology
  • Web Development and Design
  • Music and Opera

Professional Resume