Dwayne Kathriner
Yuba City
Summary
Service Operations Leader with 27+ years of progressive experience managing telecom service, installation, and network operations teams in high‑volume environments. Proven success supervising large field operations, resolving escalations, improving KPIs/SLAs, and driving customer satisfaction across HFC, fiber, and mission‑critical networks. Recognized for building strong, safety‑driven teams, enhancing customer relationships, coordinating complex multi‑million‑dollar projects, and improving operational performance through data‑driven decision‑making. Skilled in budgeting, workforce planning, vendor oversight, and cross‑functional collaboration. I’m a hands-on, safety-driven leader who believes a Supervisor must set the tone on quality, communication, and teamwork. I stay visible in the field, supporting crews, removing roadblocks, and making sure everyone understands the build plan and has the tools and training to do the job right the first time. I focus on keeping projects on schedule, maintaining strong relationships with partners, the best customer experience possible and creating a crew culture built on trust and accountability. I’m not just supervising the work—I’m developing people and ensuring the entire operation delivers consistent, high-quality results.
Overview
27
27
years of professional experience
Work History
Family Caregiver
Yuba City
12.2024 - 03.2026
- Took an offered early retirement from Comcast to prioritize family caregiving responsibilities during my mother-in-law’s end-of-life care.
- With that chapter complete, I am eager to return to the telecommunications industry where I built my career leading technicians, developing teams, and driving operational excellence in fast-paced field environments.
Supervisor –HFC Technical Operations
Comcast
Yuba City
02.2023 - 12.2024
- Managed daily operations for installation, commercial maintenance, escalations, and field response, consistently meeting KPIs and SLA requirements.
- Served as primary escalation manager, resolving service‑impacting issues and reinforcing customer trust.
- Led multi‑million‑dollar OSP/HFC projects in partnership with engineering, contractors, inspectors, and city leadership.
- Improved first‑call resolution and reduced repeat truck rolls through targeted coaching and QA practices.
- Directed underground drop‑bury crews, improving delivery timelines and reducing contractor spend.
- Collaborated with Engineering and Technical Support to strengthen network reliability and customer satisfaction.
Supervisor – Installation & Service
Comcast
Rohnert Park
10.2018 - 02.2023
- Led multiple installation and service teams across a high‑growth region, ensuring safety compliance and customer satisfaction.
- Performed routine KPI reviews, identifying performance gaps and achieving an increase in technician efficiency.
- Managed inventory, equipment, and vendor relations, reducing costs through standardization.
- Supported major initiatives including service launches, DOCSIS upgrades, and FTTH expansions.
- Trained technicians on troubleshooting, communication, and quality‑driven best practices.
Field Technician → Lead Technician
Comcast
Rohnert Park
12.1998 - 10.2018
- Installed and serviced HFC, fiber, RF, and enterprise network equipment for residential, business, and public safety customers.
- Mentored new hires on safety, RF troubleshooting, communication, and technical standards.
- Supported system upgrades, fiber expansions, and digital telephony deployments.
Education
Carpie Diem
Petaluma, CASkills
Field & Technical Operations
Broadband Operations Management (HFC, Fiber, FTTH)
Field Operations Leadership (Installation, Service, Maintenance)
Technical Operations & Network Reliability
OSP Construction & Infrastructure Management
Installation & Service Delivery Execution
Workforce & Execution Management
Workforce Planning & Resource Allocation
Dispatch, Routing & Work Order Management
Capacity Planning & Productivity Optimization
Multi-Site Operations Management
Performance & Process Improvement
KPI & SLA Performance Management
Data Analysis, Reporting & Decision-Making
Process Improvement & Operational Efficiency
First-Call Resolution & Repeat Truck Roll Reduction
Business & Financial Management
Budgeting, Cost Control & P&L Support
Vendor & Contractor Management
Material Management & Cost Optimization
Leadership & Cross-Functional Collaboration
Team Leadership, Coaching & Workforce Development
Cross-Functional Collaboration (Engineering, Construction, Operations)
Performance Management & Accountability
Safety, Compliance & Risk Management
OSHA Safety Programs & Field Safety Leadership
FCC, Utility & Regulatory Compliance
Safety Culture Development & Incident Prevention
Customer & Stakeholder Management
Customer Experience & Escalation Resolution
Partner, Vendor & Municipal Relationship Management
Timeline
Family Caregiver
12.2024 - 03.2026
Supervisor –HFC Technical Operations
Comcast
02.2023 - 12.2024
Supervisor – Installation & Service
Comcast
10.2018 - 02.2023
Field Technician → Lead Technician
Comcast
12.1998 - 10.2018
Carpie Diem