SUMMARY

• A distinguished senior level solutions - oriented IT and telecommunications manager with extensive experience in Program Management, Project Management and Account Management with expertise in a diverse range of technologies in various customer environments .
• Demonstrated success managing Voice Video and Data implementations, Networking, VOIP, Wireless, LAN WAN technologies, Cabling and Software solutions in multiple environments i.e. enterprise, university campus hospitality and healthcare.
• Well organized results oriented individual with a proven ability to implement standards, procedures and processes that improve business profitability
• Solid management skills, capable of leading and motivating individuals to maximize levels of productivity while forming a cohesive team unit.
• Able to build solid relationships with strategic partners, vendors and customers as well as consensus across multiple organizational levels.
• Adept at developing project documentation, milestones, and technical/business specifications including pro forma invoicing modeling and analysis.
• Savvy resourceful leader demanding and delivering excellence in customer product delivery.

TECHNICAL SKILLS

Core Competencies: Program Management, Project Management, Account Management, Customer Service, Profit & Loss, Networking LAN & Video technologies, CAT5 and Fiber Cabling, Carrier Infrastructure build-out, Routing, Voice and Data, VOIP, Circuit Provisioning, LNP & Code Throw, CNAM and LIBD processes, Central Office Collocation, Least Cost Routing, Network Planning & Redundancy, Disaster Recovery Planning and Design; ISO 9000, Six Sigma, SDLC, SPI and RUP.

Cisco routers and switches: 7200, 6500, 3800, 3700, 3500, 2900, 2800, 1800, 800

Cisco TelePresence: 3200, 3000, 1000, Cisco WASS and MARS appliances.

Cisco Call Manager: 8.0 and below, Cisco Call Manager Business Edition, Cisco Call Manager Express

Cisco ASA: 5500, Cisco 7900 IP Phones, CUPC, IP Communicator, Cisco Phone Proxy, Right Fax, Video Advantage, Attendant Consoles, Mobility, Unity, Unity Express, Presence. Meeting Place Express

Cisco UCCX: 8.0 (Call Center), Cisco Wireless Controllers 7500, 5500, 4400, 2100, Ironport email security appliances.

Microsoft Exchange: 2010, 2007, Microsoft Office Communications Server, Presence, IM, Conferencing Video, Microsoft Unified Communications, Active Directory, Microsoft Office SharePoint 2010, 2007

PROFESSIONAL EXPERIENCE

Confidential, Washington DC

Program Manager

Responsibilities:

• Developed and implemented OPPM project status report for executive review on all current VOIP orders
• Upon request of VP of Operations prepared lists of quality improvements and procedures goals to be implemented within the next 6 months
• Mentored team members on standard PM processes and best practices.

Confidential, Falls Church, VA

Director, Professional Services

Responsibilities:

• Developed an ISO 9000 type procedures describing the overall functions and responsibilities of the Professional Services team.
• Spearheaded the creation of a DMS (through use of internal SharePoint portal) to house scheduling shipping and other customer project, sales, carrier and administration documentation for the Falls Church branch. .
• Spearheaded the creation of an external customer portal (through use of an external SharePoint portal designed to house all relevant and up to date project information i.e. task log, issue log, scheduling calendar and document repository. .
• Created company policies procedures and a profit model to maximize revenue.
• Developed and implemented trouble ticket process through the use Microsoft Dynamic CRM for Cisco and Tandberg service calls into the Falls Church branch
• Developed a host of project templates to include Issue and Change management logs, SOW, Level of effort, customer project sign off and satisfaction survey.

Confidential, Rochester, New York

Senior Project Manager

Responsibilities:

• Authored numerous ISO 9000 procedures and policies in support of engineering operations, participating in regular audits to ensure regulatory compliance.
• Key member for an internal team that developed an overall Sales profit model for Paetec.
• Developed project budgetary model to assure proper resource allocation.
• Project managed Paetec’s largest MPLS customer network project to date. (500 site multi-node MPLS network.)
• Developed a Kintana/Workbench export/import interface function for Microsoft Project
• Managed a Paetec internal Six Sigma team assigned to a disconnect project that eventually was able to refine and reengineer Paetec’s overall circuit disconnect process resulting in significant savings to the company. Received Company Maestro Quality award as recognition.

Confidential, Rochester, New York

Manager, Service Engineering

Responsibilities:

• Authored all of the Service Engineering departmental ISO 9000 procedures in support of engineering operations, participating in regular audits to ensure regulatory compliance.
• Managed a committee to decrease operating provisioning interval to 59 days from customer signature to cutover. (Project 59),
• Was instrumental in project managing Paetec’s largest customer to date and its successful voice implementation resulting in $350,000.00 monthly reoccurring revenue to the company.
• Was named to President’s Club for outstanding Service Engineering Manager for 2002.

Confidential, New York

Mid-Atlantic Regional Account Manager

Responsibilities:

• Assigned to special circuit provisioning projects on request from Paetec’s VP of Managed services.
• Served in capacity of Project Manager in managing Campuslink’s AMs SAMs, LNP coordinators and other Sales personnel with circuit conversions, LNPs, service order follow ups and new resale program implementation.
• Served in the capacity of a Project Manager responsible for new customer infrastructure build outs and voice, video and data telecommunications equipment installations including initiating, planning, executing, controlling and closing processes as defined by PMI’s PMBOK.
• Served as write of Paetec internal Maestro total quality management ISO 9000 procedures.
• Received Maestro Quality Award as recognition for the successful management of the University of Delaware project (cable infrastructure, voice data & video)

Confidential, Michigan

Collection Manager

Responsibilities:

• Developed and implemented investigative collection and credit policies and procedures...
• Set up Collection department and trained and supervised personnel.
• Interacted with billing department to develop improvements to our collection system.
• Developed, managed and maintained weekly and month-end reports to Controller and CFO
• detailing all collection activity.
• Responsible as point of contact with Credit Bureau and concerning collection assignments.