SUMMARY

• IT and Project Management professional with nineteen (19) year’s experience in the Telecom industry
• Oversaw a $2.5M budget and the upgrading of voice network technology for 526 stores while at Confidential
• Performs auditing for telecom services, including overseeing mobility invoices and vendor contracts as well as identifying errors and overcharges for items not in use; efforts contribute to over $2M in yearly savings
• Saved 10% - 15% budgets expenses for Confidential Partners as a result of auditing all telecom circuits for excessive circuits reducing the number of phones, creating a call group (ACD) to handle calls better for better service and revenue (billing)
• Track record of completing projects on time and on/or under budget with an average of completion turn time of 30 days sooner of set deadline dates and within budget 90% of the time
• Manage teams of 3 to 10, including external vendors and suppliers as well as perform user training on VoIP towards the end of the installation before completion of project

TECHNICAL SKILLS

Microsoft Office: Word, Excel/Smart Sheet, PowerPoint, SharePoint

Line Number Porting (LNP):

Programming: Cisco VoIP, Cisco Call Manager, Voice Architect (8x8/Avaya), 8x8 VoIP, Unified Communications, Definity G3 Administrator, ACD, Vectors and VDNs - Programming, UCP, Audix and Octel 250/350 voicemail, IVR, T1, PRI, SIP, DID, Wireless, Mobility, Cisco and Call Manager

Project Management: JIRA & Agile/Telecom Billing & Audit Tango ComCare/Ace Project Management

Telecom Inventory/Ticketing/Project: Advocate

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX

Telecom Administrator/Project Manager

Responsibilities:

• Project: Converted previous phone systems (PBX/PSTN lines) to an 8x8 Unified Communications (VoIP, chat, VM, Conferencing and IM)
• Worked with department heads (doctors, nurses, office managers) to design and implementation of voice solutions
• Supervised the project from inception to implementation, including:
• Completed basic moves, adds and changes on the VoIP 8x8 (built phones, hunt groups, sites, users, extensions, auto attendants, call falls/call queues on 8x8 platform)
• Managed telecom incidents through a resolution during on-call rotation and as a point of contact (POC)
• Ported numbers from current carrier to an 8x8
• Audited sites for all circuits to verify if needed and upgrade MPLS if needed
• As the Voice Project Lead collaborated with vendors and onsite technicians to verify cabling, IDF closets, equipment delivery, phone set-up and testing & training while leading a team of five (5)
• Managed multiple telecom vendors and suppliers to deliver project initiatives, including Cable Technicians for new cabling, carriers for new circuits/upgrade of circuits and removal of circuits, an 8x8 for phone delivery and an problems with the phones and DID porting as well as onsite IT Technicians for phone placement and testing
• Uploaded documentation relating to the project via SharePoint during each phase of the project
• Inputted the project portfolio for the telecom side during the VoIP move
• Oversaw all project schedules and budget via Excel; budgets were set by the Vice-President of the start-up company and averaged $200K depending on the clinic size

Confidential, The Woodlands, TX

Telecom Engineer/Project Manager

Responsibilities:

• Telecommunications liaison between the client IT group, business units and customers; identified business requirements, developed solutions and associated business processes
• Assisted clinics by auditing their telecom invoices and removing circuits that were not needed
• Performed a comparison of the client’s monthly costs and identified savings by converting their current PBX system to an 8x8 VoIP which would save an average of 15% in telecommunication costs
• Managed complex tasks relating to telecom network operations, installation and maintenance for local, offsite and remote locations
• Completed basic adds, moves and changes to Mitel, Avaya, 8x8 cloud and Cisco systems
• Managed multiple, concurrent, complex telecom and Contact Center Programs, with multiple individual project level work streams
• Identified the required infrastructure, applications, services and processes required to deliver and sustain the program
• Collaborated multiple telecom vendors and suppliers to deliver complex project initiatives, supervising the project from inception through post implementation sustainability
• Managed project requirements, schedules and budgets; tracked tasks, costs and scheduling via Excel, attended meetings with vendors and provided weekly status updates for the PMO and directors
• Worked on advanced projects related to the design and implementation of voice solutions
• Performed a budget comparison on old TDM PBX to VoIP cloud service and the process to convert from the old system to the new one
• Average budget was $10K per clinic for 56 sites in 6-months across the U.S.
• Proactively identified and implemented process and technology enhancements to improve the user experience and drove automation and value-added telecom services
• As a point of escalation contact performed complex telephony system administration and troubleshooting
• Monitored the voice ticket queue to update and escalate tickets in accordance to service level agreement requirements
• Completed tasks on schedule, with high quality and attention to detail
• Managed the telecom Expense Management System (TEMS)
• Additionally, managed complex telecom incidents through resolution during on-call rotation and as a point of escalation
• Maintained documentation control in SharePoint and maintained the project portfolio for the telecom side during the TDM to VoIP move

Confidential

Business Analyst /Project Manager

Responsibilities:

• Provide project management oversight for all phases of projects with four (4) other team members
• Co-lead the managing all voice for new/remodeling clinics, hospital departments remodeling/moves and for a new twelve (12) story addition to the hospital
• Architected NEC TDM to Avaya VoIP migration for 1200 phones and 3K+ cabling as well as Wi-Fi
• Coordinated team members cabling, phone installs/MAC (move, add, changes), circuit installs/removals and Wi-Fi
• Performed the installation and programming of Avaya VoIP phones and SIP trunk installation
• Managed the technical development and design of phones
• Maintained document control via SharePoint for all project-related documentation
• Unified Communications (VM, Conferencing, Chat)
• Assisted with the design of a new billing system
• Verify cable with testing reports
• Collaborated with the cable vendor during the handling of all cabling (installs, testing and verification), and phone vendor for phone inventory, setting and testing
• Assisted with phone programming, extension, ring groups and hunt group documentation
• Developed and implemented new strategies to enhance the way each department utilized their phone system and how they did business according to the utilization of the phones
• Created quotes for users for cabling, new circuits, phone MACs, new phones and Wi-Fi related to purchases for hospital departments and/or during the remodeling of clinics and new clinics
• Prepared status reports using Word document which were sent to members of the leadership team made up of the PMO and directors
• Telecom invoice audit functions included:
• Overseeing and maintaining billing accuracy on an Excel spreadsheet and home-grown billing system relating to the chargebacks
• Saved $96K a year in telecom billing by auditing each department for 15 - 20 departments