SUMMARY

• Dedicated, results - oriented Telecom / Information Technology professional with over 15 years of progressive experience across a broad range of industry segments.
• Proven ability to combine vision, ingenuity, and strong business process understanding with well-developed service management abilities to support technology services and project initiatives.
• Strong experience with MS Project, Excel, Sharepoint and Powerpoint.
• 8+ years of experience with VOIP and data networks.
• 5+ years of change management experience.

AREAS OF EXPERTISE

• Incident Management
• Telecommunications (Avaya, Cisco, Siemens)
• Change Management
• IT Service Delivery
• Project Management/Project Coordination
• Physical Layer Network/Telecom Infrastructure installation, upgrades and decoms
• Vendor Management
• Team Building & Mentoring
• Cisco Unified Communications
• Expert Level for Avaya/Siemens Platforms
• Proposal/Technical Writing

PROFESSIONAL EXPERIENCE

Confidential, Richmond, VA

IT Coordinator

Responsibilities:

• Vendor engagement, equipment installation, circuit troubleshooting
• Site restacks, equipment upgrades and relocate network closets
• E911 regional SME, dispatch technicians to recacable facilities to implement E911 location information
• Circuit bandwidth upgrades
• Facility desk and laptop refresh activities
• Voice/Data cabling installs, moves and troubleshooting
• Change management coordination
• Telecom special projects

Confidential

Voice / Data circuit provisioning

Responsibilities:

• Process delivery responsibilities - Support network circuit delivery to the business.
• Circuit delivery specific to the technology platform. Working with telecom, network and video conference teams.
• Manage day-to-day operational delivery of network, voice and data services.
• Telecom / Network requirements; cognizant of specific skills needed in the functional area related to Enterprise specific circuit provisioning services.
• Support the activities required to order, change, move & turn up network and voice services.
• Maintains constructive relationships with internal/external clients, supporting their expectations and managing their needs as required to provide network services.
• Project tracking - Shcedule intake calls to review requests and determine LOB approvals, cost, funding and time frames.

Confidential, Richmond, VA

IT - Project Control Officer

Responsibilities:

• Telephony services migration for financial client sites.
• Project control procedures and policies within a program of related projects are executed.
• Maintaining project schedules. Develop and maintain issue logs. Maintain project repositories of documents. Prepare documents for various recurring meetings including minutes, issue logs.
• Develop presentation documentation as required for project teams. Develop consolidate program status reports.
• Central point of communication for core team members, management, business partners and other stakeholders on projects, organization and platform issues.
• Utilize project management software and applicable templates to prepare documentation, track and monitor project information.

Confidential, Richmond, VA

Telecommunications Analyst

Responsibilities:

• Large scale migration to Cisco IP Telephony services for financial client sites nationally.
• Interact with carrier vendors to process order requests, resolve order issues, and supervising orders through full lifecycles.
• Multi-vendor order provisioning experience, Issuing circuit orders to telecom vendors (PRI/T1, Porting request, MPLS, OPX, DID, Centrex, Analog and E911 requirements).
• Strong understanding of customer CSRs. Full understanding of MDF/IDF closets, cabling, network and peripheral equipment as they relate to onsite needs.
• Working with site managers and technicians to build new VoIP system requirement cutsheets.
• Managed Sharepoint File Library for project team.

Confidential, Davidson, NC

Voice and Video Support Technician

Responsibilities:

• Responsible for the day to day installation, maintenance, carrier service orders and performance of the company's voice & video communications infrastructure
• Remote project coordination and support for new installs, relocations, programming, incident management and end-user training for branch personnel.
• Projects included upgrades from legacy systems to next generation platforms.
• Provide remote and on-site support for systems including: Avaya Definity Systems, Avaya Call Management System, Avaya Modular Messaging and Avaya (Lucent) Merlin Legend/Magix Systems, and Avaya IP Office.
• Microsoft Office daily use - Excel, SharePoint, Exchange
• Telecom and peripheral equipment installations and repair issues
• Enterprise wide desktop upgrade. Install new desktops for users and troubleshoot/repair issues
• Telecom repair orders (Phones, headsets, Data & Voice connections)

Confidential, Charlotte, NC

National IT Service Coordinator

Responsibilities:

• Full cycle management- Infrastructure new facility, renovations and closing sites. Multiple facility telecommunication and network upgrades.
• Managed projects and understanding of Network routing/installation PBX, VoIP Cisco, Avaya 8300 and Siemens environments, upgrade process, licensing and Call Center applications.
• Enterprise software, hardware, Infrastructure procurement, Completion of change control request and upgrades.
• Prepare Statements of work for project funding requests. Provide users with documentation regarding environment and system changes.
• Management of remote and local projects with budget up to $700k.
• Conference calls, schedule changes, service and budget reviews.
• Ms Project, Visio, SharePoint, Excel and Powerpoint
• Place circuit orders CSR and billing reviews (T1, MPLS, DID, Analog, SIP, Centrex, PRI, IP Flex).
• Served as Incident Manager for all major service interruptions. Change control process. Monitored SLAs, reporting and escalation to senior leadership team until resolved using ITIL service processes.
• Served as member of Global Information Technology Governance Board
• Business process orginzation and delivery. PC (hardware/software) support, Telecommunications, Network and Video Conferencing support.

Confidential, Richmond, Virginia

Program Coordinator/ project Assistance

Responsibilities:

• New Site, Office moves, Site renovation and relocations (Design equipment, Infrastructure layout). Coordination of site services and implementation.
• Review Service provider orders and implement infrastructure changes as needed. Process coordination and business training of new and daily services.
• Lead technician of multi node integrated system (Avaya, Siemens and Cisco Integration).
• Call manager express and Nortel telephone/ switch support.
• Manage Projects for multiple companies with national footprints. Working with high level management to understand and deliver their needs. Establish contact and expectations with site, carriers and vendors.
• System diagnostics, moves, adds, changes, troubleshooting, trunk analysis and traffic studies. Identify cost savings and maintain equipment.
• Track and plan project milestones, create pro forma financial statements using excel spreadsheets.
• Financial, budgeting, procurement, insurance and contract responsibility.
• Strong facility management understanding.

Confidential, Ashland, VA

Field Service Technician /Siemens PBX systems administrator

Responsibilities:

• Campus PBX phone systems administrator, daily moves adds and changes
• Facility and Student telecom support contact user assistance, password resets and billing charges
• Service technician, troubleshooting of voice and data lines. Planning and implementation of all Telecom and network cabling upgrades and maintenance.
• Assist with all Physical Plant responsibilities. HVAC, electrician helper and general repair and mainenance.