Analyst / Administrator Resume , Harrisburg, PA - Hire IT People

SUMMARY:

Analyst / Administrator with over 25 years of experience in the telecommunications industry and demonstrated strengths in multi - site telecom services and equipment design and administration, project methodology, invoice auditing, and cost control.
Skilled in change management, vendor management, troubleshooting service problems, and communicating results to end-users and management. Strong organizational and interpersonal skills.

PROFESSIONAL EXPERIENCE:

Confidential, Harrisburg, PA

Analyst / Administrator

Responsibilities:

Currently assigned as Change Analyst in the Verizon Program Management Office (PMO) for the Confidential ( Confidential ) account. Responsible for the oversight and coordination of ITIL-based change management processes for voice, data, VoIP, and security services for the Confidential ’s 40+ agencies and Governor’s Office of Administration.
Manage all enterprise change requests from submission to completion with Confidential, Verizon, and Third Party Vendors using ServiceNow (and formerly Remedy).
All change requests are validated for completeness, and evaluated for priority and routing; with escalations as necessary to meet agreed-upon completion deadlines.
Develop Change Management policy and procedure documents, including process evaluation and recommendations for improvements.
Member of Change Advisory Board (CAB) with Confidential, and host of twice-weekly internal CAB meetings.
Strict adherence to customer SLA’s is maintained at all times; with tracking reports generated for review by Confidential .

Confidential, Carlisle, PA

Telecom Administrator

Responsibilities:

Responsible for the programming and administration of the Inter-Tel Axxess, Mitel SX-200, Avaya S8700/G350, Nortel Norstar PBX/voice mail, and Taske call reporting systems at 13 sites with 840 users. Processed all moves, adds and changes of extensions, voice mailboxes, auto-attendants and ACD call center hunt groups remotely. Provided end-user training on all system features. Assisted with management of 1,360 users of Verizon Wireless services.
Member of project team for enterprise-wide conversion of voice services from AT&T to Qwest. Provided call volume history for RFP, assisted vendors with cutover, and audited invoices for accuracy.
Oversaw projects to upgrade or replace phone/voice mail systems at 13 sites.
Reduced telecom costs at all sites by 10-60% by consolidating services and eliminating unnecessary or redundant charges.
Managed a budget of $10,000 per month by auditing invoices and approving payment on telecommunications services for all sites.
Coordinated repair efforts of all network and equipment vendors in order to minimize downtime to the end-user.
Built and managed relationships with 12 different telecom companies to control costs and optimize services.

Confidential, York, PA

Network Administrator

Responsibilities:

Responsible for the operation of CTI's long distance telephone network; which included three Northern Telecom DMS-250 switches and all trunk groups.
Programmed software translations and traffic routing in switches.
Coordinated the efforts of telecommunications service providers in order to troubleshoot and repair network problems.
Administered all toll-free services via the national SMS/800 database; which allowed for optimization of this traffic on the CTI network to increase network efficiency and decrease costs by 30%.

Confidential, Camp Hill, PA

Telecom Services Specialist

Responsibilities:

Coordinated the provisioning of telecommunications services with the installation of PBX and Key Telephone systems in support of 10 company sales representatives. Functioned as primary liaison between Morefield and all telecommunications service providers, and assisted customers in the selection of voice and data services.