EXPERTISE AREA:

• Workforce Planning
• Client Relations
• Market Analysis
• Relationship Management
• Training/Development
• Business Operations
• Client Negotiations
• Contract Management
• Metrics Reporting & Analysis
• Managed Services
• Service/Project Management

PROFESSIONAL EXPERIENCE:

Confidential, Chicago Heights, IL

Technical Trainer/Personal Support Worker

Responsibilities:

• Trained persons with disabilities on how to operate computers and mobile devices.
• Worked with up to 5 clients Confidential a time.

Confidential, Arlington Heights, IL

IT Project Manager

Responsibilities:

• Officiated conference calls Confidential all times of the day and night.
• Responsible for technical support when needed. Also, was the single point of contact for escalation.
• Completed replacements of Confidential least 10 routers per week worldwide.
• Supervised technicians and other managers all over the world.
• Placed and confirmed that hardware and software orders were verified and completed.
• 280+ routers replaced with 2 not completed on time. Those were due to technicians not available for travel.

Confidential, Burr Ridge, IL

IT Project Manager

Responsibilities:

• Installation and Maintenance of IT Hardware and Software.
• Cabling for voice, data.
• Installation of video fiber optics, and wireless networks.
• Maintain systems such as Cisco, Avaya, Shore - tel VoIP, and Ring Central.
• Paired Google and Microsoft Apps with mobile devices (AirWatch).
• Installation of T1, PRI, MPLS Circuits, extensions and directional boring.

Confidential, Oakbrook, IL

Technical Services Specialist/Worldwide Applications Support

Responsibilities:

• Trouble shot and resolved issues remotely with Apple IOS, Blackberry, and Android mobile devices.
• Paired Microsoft Outlook with mobile devices (AirWatch).
• Resolved issues with laptops and desktops on computers in Windows and Apple IOS.

Confidential, Chicago, IL

Unified Communications Specialist

Responsibilities:

• Administrator for Cisco VoIP network. Cisco 2600, 2800, 3600, 7200, 7500 switches
• Collaborated with several teams to convert 400 properties to VoIP which resulted in savings of over $1.4 million.
• Direct contact and reporting to Senior Leadership Team for IT Services
• Set up voice and video conferencing using Cisco’s Meeting Place
• Call manger express, ICM, Contact center, Cisco unified connection 10.0, E911, meeting place, WebEx, Cisco VoIP ACD (finesse), UCCX, Genesy and ICM
• Remedy ticketing and Service Now. (CRM Tools)

Confidential, Chicago, IL

Technical Service Operations, Service/Help Desk Manager

Responsibilities:

• Consumer “White Glove Experience” with face to face interactions, email, social media, telephone, Skype, etc.
• Programmed and installed network for security video recording and storage.
• Insured Cisco switches using Nexus OS and IOS (Layer2) and routers (Layer 3) were connected correctly to the CTA’s sonnet network (MPLS).
• Installed and configured desktop hardware/software.
• Served as single point of contact for escalations.
• Utilized and maintained VPN’s.

Confidential, Chicago, IL

Sr. Specialist Network Support

Responsibilities:

• Teamed with Confidential & Confidential departments and external organizations to address technology upgrades and procedures.
• Customer facing role. Also used, email, telephone, text, social media, conference calling, and Skype.
• Provide critical support monitoring networks for Southeast, Midwest, and West Confidential & Confidential regions.
• Served as the single point of contact for FCC and SDR outages.
• Centralized and merged 911 call centers from 80 to 2 in Chicago suburbs
• Insured call agent staffing levels.
• Used CPE product knowledge and network layer firewalls to resolve disputes between local, vendor, and network troubles.
• Created installation/maintenance schedules and insured staffing level were adhered to.
• Made sure customer service objectives were exceeded while budget and revenue targets were met.
• Integrated 5 different call center technologies (Avaya, Five9, Service Now, Cisco ICM, Genesyes) for the PSAP’s (Public Safety Answering Points).
• Managed manual disaster recovery. Worked closely with internal and external teams in to resolve troubles.
• Maintained central office equipment through testing, repair, and analysis.
• Expert knowledge of analog voice & data grade circuits: POTS, ADSL, T1, T3, SONET, MPLS.
• Conducted managerial and union annual reviews.
• Conducted hiring of new and internal employees.
• Participated in meetings for coaching and discipline.
• Managed teams of 10-200 individuals. Both directly and indirectly.