OBJECTIVE:

Certified computer, network, and phone engineer with 7 years complex telecommunications customer-facing project management experience, specializing in VoIP PBX implementation, looking for a long-term, secure, positive environment that encourages creativity, logical efficiency, and growth.

AREAS OF EXPERIENCE:

• 7 years Telecommunications Project Management and hands-on Administration
• VoIP PBX design, installation, and administration for small and large projects
• IVR, ACD, Call Center, and Dialer design, installation, and administration
• WAN/LAN implementation design and setup
• WAN/LAN troubleshooting/support VLANs, etc.
• Installing, Cabling and Administering VoIP PBX and key systems Inter-tel, MITEL, NEC, Tekelec/Genband VocalData T6000, and Metaswitch Hosted VoIP
• Hands-on troubleshooting Microsoft Windows/Office software for PC support
• Some hands-on Cisco Call Manager experience
• Hands-on Cisco networking 2801, 1760, 2950, 3550, 831, 837, ATA-186, 541
• Project Manager Level 2 for complex ISP circuits Fiber, T1/PRI/MPLS and VoIP PBX
• Sales Design Engineer for all offered services VoIP, T1, POTS
• Call Center Help Desk supervisor for Internet Technical Support
• Call Center Help Desk for POTS and T1 Repair Center
• Staff development and training producing process flow and training documentation as well as training new hires
• End-User Training Cisco IP phones, call center, call reporting, and administration software
• 7 years superior customer/vendor relationships frequently cited as easy to work with
• Very strong foresight, planning, organizational, and interpersonal skills
• Excellent communication skills
• Effective in promoting a positive, efficient work environment
• Skilled in independent problem-solving and follow-through
• Proven ability to manage multiple large, simultaneous projects and meet deadlines

EMPLOYMENT HISTORY:

Confidential

Project Manager/Technician

• Installed, programmed, tested, and administered Inter-tel/MITEL Axxess/5000 PBX telecommunications systems for multiple clients within 200 miles ranging from small offices under 10 phones to large corporations 100 phones .
• Assigned to and provided service for large revenue client as PBX and call center applications administrator 100 phones .
• Completed telecommunications equipment moves, changes, hardware installations and facility installations.
• Provided diagnostic support, problem resolution to on-site clients as well as remote.
• Configured and administered telecommunications systems, voice mail systems, CDRs, and reporting platforms at an advanced level.
• Performed in-depth telecommunications systems monitoring and troubleshooting, both internally and externally.

Confidential

Project Manager Complex Commercial Services

• Solely responsible for all complex commercial service implementations into a customer location with a fiber-to-premise triple-play provider in multiple Indiana markets. Services include Gigabit fiber WAN, T1/PRI, VPLS/P2P, hosted VoIP PBX, internet with larger subnets, POTS, and/or bulk cable and IPTV.
• Responsible for customer telecommunications equipment moves, changes, hardware installations and facility installations.
• Provide diagnostic support, problem resolution to on-site clients as well as remote. Coordinate installations, schedules and other needs with client's IT staff.
• Perform in-depth telecommunications systems troubleshooting, both internally and externally.
• Manage multiple, simultaneous small to large telecommunications implementation projects ranging from 3 phone installs to large city government/school rollouts.
• Design and administer hosted VoIP PBX and voicemail at an advanced level.
• Customer premise end-user trainer for all Cisco IP phone rollouts.
• Coordinate vendor operations.

Confidential

Communications Technician

• Installed, programmed, administered and maintained NEC SV8100, UX5000, and Aspire PBX telecommunications systems for multiple clients within 200 miles ranging from small offices under 10 phones to large corporations 100 phones .
• Installed and supported all phone infrastructure CAT5 cabling, 21X, 66/110-block troubleshooting and punch-down, patch panel, and wall-plate station terminations.
• Assisted in the design of various new telecommunications systems small to large.
• Completed telecommunications equipment moves, changes, hardware installations and facility installations small to large.
• Provided diagnostic support, problem resolution to on-site clients as well as remote.
• Coordinated installations, schedules and other needs with the Sales/Project Mgmt. team.
• Configured and administered telecommunications systems and voice mail systems.
• Performed in-depth telecommunications systems monitoring and troubleshooting, both internally and externally.

Confidential

Communications Technician

• Installed, programmed, tested, and administered Inter-tel/MITEL Axxess/5000 PBX telecommunications systems for multiple clients within 200 miles ranging from small offices under 10 phones to large corporations 100 phones .
• Assigned to and provided service for large revenue client as PBX and call center applications administrator 100 phones .
• Completed telecommunications equipment moves, changes, hardware installations and facility installations.
• Provided diagnostic support, problem resolution to on-site clients as well as remote.
• Configured and administered telecommunications systems, voice mail systems, CDRs, and reporting platforms at an advanced level.
• Performed in-depth telecommunications systems monitoring and troubleshooting, both internally and externally.

Confidential

Store Manager

Manage total store level operations, staff hiring, training, evaluation and schedules

Coordinate inventory control, receiving merchandising

Responsible for every phase day-to-day store operations

Ensure excellence in customer service and resolve all problems at the store level

Confidential

Field Technician

• Provide mobile on-site computer, network and home theater installation and service to business and residential customers
• Provide hardware, software, networking troubleshooting and training

Confidential

Installation Coordination Technician

• Installed, programmed, tested, and administered Tekelec VocalData T6000 VoIP PBX telecommunications systems nationally and for multiple clients, ranging from small offices under 10 phones to large corporations 100 phones .
• Assigned to large revenue client with 200 phones. Exceeded client expectations and experience during a very large, new VoIP phone system replacement. Received appreciation letter from client after the implementation.
• Assisted in the design of various new telecommunications systems.
• Completed telecommunications equipment moves, changes, hardware installations and facility installations.
• Provided diagnostic support, problem resolution to on-site clients as well as remote. Coordinated installations, schedules and other needs with client's IT staff.
• Performed in-depth telecommunications systems troubleshooting, both internally and externally.
• Managed small to large telecommunications implementation projects.
• Administered PBXs and enterprise voice mails at an advanced level.
• Coordinated vendor operations.

Confidential

Project Manager Level II

• Installed, programmed, tested, and administered Tekelec VocalData T6000 VoIP PBX telecommunications systems within 200 miles for multiple clients, ranging from small offices under 10 phones to large corporations 100 phones .
• Assisted in the design of various new telecommunications systems.
• Completed telecommunications equipment moves, changes, hardware installations and facility installations.
• Provided diagnostic support, problem resolution to on-site clients as well as remote.
• Coordinated installations, schedules and other needs with client's IT staff.
• Managed small to large telecommunications implementation projects.
• Oversee all aspects of planning, configuration and installation of complex circuits and Cisco phone systems T1s and above for commercial clients
• Assess client needs and recommend appropriate solutions for PBX configuration
• Provide on-site end-user training for Cisco 7900 Series phones
• PBX administrator for programming, testing and changing system configuration

• Confidential
• Troubleshot and resolved both commercial and residential client issues in a help desk call center environment
• Wrote repair tickets in FootPrints and transferred requests to the appropriate department
• Served as key contact for clients and internal operations during the repair process
• Ensured deadlines were met for all repair orders

COMPUTER SKILLS:

Operating Systems: Windows 95/98/2000/NT/XP PRO/7/Server, Cisco IOS

Software: MS Word, Excel, PowerPoint, Outlook, Visio, T6000 VoIP Softswitch, some Cisco Call Manager, Inter-tel Axxess/MITEL 5000 DB Programming, NEC SV8100 PC/WEB PRO, MITEL Call Center Suite Management, Enterprise Messaging, Call Center Reporting, Wireshark, Putty, Xarios Dialer, Oaisys Call Recording Server/Client, Unified Communications Assistant, FaxFinder Server/Client, Metaswitch Hosted VoIP PBX

• Hardware: CompTIA A Certified

Networking: CompTIA Net Certified, CTP Certified, working knowledge of Cisco OS, LAN/WAN, DHCP, VLAN, TCP/IP, VPN, Ethernet/wireless networks, routers, switches, hubs, data backup/restoration, network security

• Non-sensitive U.S. Government contractor security level clearance authorized.