SUMMARY

• Seasoned IT professional looking for an opportunity to utilize my management & leadership skills along with my technical knowledge to assist in teh growth and enhancement of others throughout an organization.

TECHNICAL SKILLS

• Change Control/Change Management
• IT Project Management
• Telecom Expense Management
• Management Reporting
• Vendor/Contract Management
• Agile methodology
• JIRA
• Risk management
• Problem resolutions
• Program management
• Failure mitigation
• Technology integration
• Preventive maintenance planning
• MDM Solution (MolbileIron/Airwatch)
• Team building
• Leadership
• Installing equipment
• Configuring devices
• Safety awareness
• Technical Troubleshooting
• Equipment maintenance
• Supporting IP Telephony
• Avaya PBX & Call Center Design
• CTI and IP Telephony
• Training & Development

PROFESSIONAL EXPERIENCE

Global Product Owner & Service Lead

Confidential - Duluth, GA

Responsibilities:

• Head all Global Product Owner Meeting weekly with team.
• Responsible for teh Product architecture and teh design.
• Responsible for managing all contracts and license within teh related service.
• Responsible for ensuring MSA's, contract true ups to include global RFP process.
• Work with System Engineers & SME's to maintain teh strategy road for all products and services related to Exchanges or O365 globally.
• Project Manager oversee Projects and Project Team to ensure goals and timeline are being met.
• Escalate Issues in a timely manner.
• Coordinated with third-party development team on engineering and professional service activities and tasks.
• Collaborated with design team to come up with product look.
• Identified preventive and predictive maintenance needs to mitigate failure potential.
• Gatheird detailed use cases and requirements through regular on-site visits, virtual meetings, and customer advisory board sessions.
• Managed pre-production and production product deployments.
• Advocated for developing critical features at teh beginning to identify and resolve technical issues.
• Outlined new feature plans and specifications, including teh how, where and when of each component.

Head of Telephony Infrastructure & Mobility Service

Confidential - Duluth, GA

Responsibilities:

• Managed Dual Roll transition phase.
• Managed projects for leading technology solutions provider dedicated to helping customers build, manage, optimize, and secure IT infrastructures.
• Telephony Infrastructure Management.
• Provided status updates to keep upper management informed and to reach goals.
• Analyzed requirements and implemented systems to deliver comprehensive development life cycle solutions.
• Mobility Support & Services.
• Global Vendor Management.
• Global Video Conference Support Team.
• Responsible for daily Operational Support Team of 10.
• Manage Telecom Infrastructure Integration/Migration Project Teams.
• Global Faxing Solution (RightFax, Ferrari Fax), of Mobility Services & Support, Americas.
• Facilitated continuous improvement initiatives with successful changes effecting all areas of operations.
• Implemented procedural updates to correct deficiencies and improve operations.
• Planned, scheduled, and controlled installation processes from start to finish to ensure all project requirements are delivered on time.
• Planned, implemented, and integrated updated system-oriented projects.

Head of Mobility Services & Support

Confidential - Duluth, GA

Responsibilities:

• Lead all mobility technology initiatives while continuing to provide support and subject matter expertise to teh GIS Department.
• Manage teh quality and delivery of customer service to teh end-user provided by teh Mobility team members.
• Responsible for teh managing teh day-to-day operation of Mobility Services.
• Responsible for teh managing teh support and resolution of issues experienced by teh end-users of mobility devices.
• Develop and maintain best practices process documentation on device usage and management.
• Ensure that teh mobile operating systems provided by teh TEM vendor are updated monthly with teh appropriate data files.
• Provide and maintain reports and statistical information on mobility devices and services to assist business units on planning.
• Provide and maintain mobile device inventory control and device maintenance.
• Responsible for teh training, evaluating, and managing mobility team members to ensure knowledge of mobility tools and technology.
• Interface with internal and external support teams as needed.
• Coaching and developing team members so that they meet or exceed teh established service level and quality targets.
• Collaborates with senior leaders from IT and business units to formulate teh vision and goals for mobility services.
• Ensure relevant Service Level Agreements (SLAs) for teh MDM are in place, managed and monitored monthly.
• Ensure service readiness for all new MDM (Mobile Device Management) products are introduced prior to mobility roll out.
• Conducts meetings with senior leadership and key stakeholders to validate understanding of business goals and strategies for mobility.

Sr. Telecom Infrastructure Manager

Confidential - Duluth, GA

Responsibilities:

• Responsible for all aspects of teh telephony infrastructure, to include teh daily operations of telecom, video conferencing, faxing and mobility services and support.
• Managed onsite technicians and outside contractors to ensure that teh customer needs are being met.
• Managed daily trouble tickets system which includes add, moves and changes to ensure that techs are responding to teh end-users in a timely manner.
• Coached and developed team members so that they could meet or exceed teh established service level and quality targets.
• Facilitated and managed all project plans for voice/data installs, upgrades and relocation in teh US and Canada.
• Responsible for Change Control to ensure that approved changes will not impact or effect teh business.
• Responsible for agent software installs (NICE, CMS, Verint,)
• Responsible for managing onsite and offsite vendors.
• Reviewed and approve vendor contracts and SOW's Globally.
• Responsible for reducing US telecom cost by 10%-15% yearly.
• Provided solutions for Disaster Recovery and Business Continuity.
• Designed, planned, and implemented new cost saving solutions for teh Business Center.
• Worked with teh call center managers and supervisor to help improve teh quality of service.
• Analyze and evaluate teh process and procedures of system operations to improve efficiency and ensure quality.
• 35%Travel weekly to remote locations to assess problems and issues.
• Monitored and replenished telecommunications equipment inventory for facilities and networks.
• Conducted site surveys to determine best positioning of equipment for strongest signal reception.
• Established, enforced, and optimized billing policies and procedures to maximize revenue, streamline operations and minimize aging balances.
• Reviewed existing billing processes and spearheaded ongoing simplification initiatives and operational strategies that improved company collections and customer satisfaction.
• Streamlined cost analysis process by creating and implementing new, more efficient policies and procedures.
• Collaborated with technical staff, engineering personnel and vendors to coordinate system improvements.

Sr. Telecommunications Project Manager

Confidential - Atlanta, GA

Responsibilities:

• Responsible for managing teh telecommunication system, Nice, CTI, CMS, and voice mail servers.
• Oversee all Telephony Project to include teh implementation of new contact centers.
• Traveled (30%) to remote sites across North America to ensure teh telecommunication support.
• Prepared weekly and monthly reports for upper management.
• Provided 24/7 on-call technical support for local and remote sites.
• Resolved both technical and administrative issues and prepare project plans for teh deployment of telecommunication equipment.
• Monitored, managed, and maintained teh inventory of telecommunications equipment.
• Evaluated teh telecommunication requirements and standards and prepare for teh closing of old facilities, which includes removal of PBX, units, console, local service, 800#, and T1s.
• Provided a troubleshoot checklist for telecommunication equipment for teh help desk technicians.
• Lead Telecom Project team to put together a disaster recovery manual for our local and remote sites.
• Worked with vendors to ensure that contract agreements were being handled in a timely manner and supervised on site technicians with day-to-day task.

Telecommunication Support Manager

Confidential - Atlanta, GA

Responsibilities:

• Responsible for all teh maintaining teh telecommunication, radios, telephones, and voice/data equipment.
• Organized and prepare Project Plans for telecommunication and data equipment.
• Worked on a project team to prepare translation package for new installation of telecommunications equipment.
• Supervised technicians and administrative personnel and coordinated numerous programs and exercises to complete job assignment.
• Troubleshoot and maintain all telecommunication and computer systems.
• Evaluated daily operations of teh engineering division and worked with vendors for teh setup of ISDN, T'1s, DS1, PRI, BRI,1FB line, frame relay, hubs, and routers.
• Coordinated changes and upgrades to teh Avaya PBX equipment along with CTI, and VRU/IVR equipment.
• Evaluated teh impact of current projects related to teh telecommunications environment.
• Evaluated teh business objectives and establish priorities based on budget and technology available.
• Prepared traffic analysis and made changes to ensure that equipment was functioning correctly.
• Advised teh operations center of skill level changes, according to teh call volume and service level of teh customer.
• Also, reviewed daily call management and ACD reports for teh contact center.
• Managed vendors to ensure that contract agreements were being met.
• Responsible for all aspects of Telecommunication and Operations Department.
• Supervised clerical and administrative staff.
• Provided technical support for teh help desk.
• Planned and Coordinated communication project for contact center.
• Advised support on teh most efficient ways to manage call center.
• Established training classes for telecommunication technicians.
• Coordinated voice equipment while relocating to different Confidential stores based on teh need.

Sr. Telecommunication Analysts

Confidential - Atlanta, GA

Responsibilities:

• Managed and coordinated teh telecommunications and date equipment.
• Managed vendors to ensure that telecommunication needs were being meet.
• Coordinated teh on-call pager for after-hours support for remote locations.
• Managed and organized field projects remotely.
• Implemented telecom billing/invoice procedures and managed teh communication, voice, and data equipment for 20 remote locations.
• Managed teh disconnect/installation of T1's, DID trunk, local line, hubs and routers, PBX, and wireless services.
• Supervised and coordinated teh installation of Nice Log recording system.
• Organized teh installation of computer and communication equipment.
• Resolved daily trouble tickets and request through teh Remedy tracking system for local and field offices.
• Schedule monthly meets with vendor and equipment suppliers to get updates on current issues.
• Monitored and evaluated teh process and procedures of telecommunications systems operations to improve efficiency and ensure quality.
• Developed teh requests for proposals by reviewing technical requirements.
• Organized daily adds, moves and changes locally and remotely.

Sr. Telecommunication Analyst

Confidential - Atlanta, GA

Responsibilities:

• Managed telecommunications projects for all divisions of DOR and Motor Vehicle.
• Lead teh project to installed Auto Attendants for several divisions of DOR throughout Georgia.
• Served as a Member of teh Executive Steering Committee.
• Supervised lower-level technicians and administrative personnel.
• Reorganized telecommunication process and procedures to effectively handle add, moves and changes.
• Scheduled and coordinated teh installation of telecommunication equipment.
• Planned and organized communication projects.
• Resolved technical problems on telecommunication, computer, and data systems.
• Provided system maintenance on computer systems and telephone equipment.
• Managed project plans to upgrade all single line analog equipment to multi line digital equipment for Tag and Title Division.
• Developed teh process for teh telecommunications billing and invoicing.
• Trained call center supervisors on teh Call Management Reporting System (CMS).
• Advised DOR of changes that would enhance their customer service to teh taxpayer.
• Evaluate and tested communications equipment.
• Resolved technical problems with telephones and line equipment.
• Prepared proposal plans for DOR divisions to upgrade of telecommunication equipment and service.
• Worked with vendors for teh purchase and installation of telecommunication equipment/upgrades.
• Worked with department managers to ensure that telecommunication, computer systems and administrative task were completed in a timely manner.

Telecommunication Analysts/Telecom Project Manager

Confidential - Atlanta, Georgia

Responsibilities:

• Supervised all local moves and reorganization of telecommunication equipment.
• Managed daily functions of teh call center routing equipment.
• Managed teh routing of 800 services to different VDN and vectors and supported teh IVR/VRU system.
• Setup new vectors and skill sets for direct clients.
• Prepared daily and monthly system reports for upper management.
• Managed teh Y2K projects.
• Resolved support issues escalated by operations or development personnel.
• Coordinated teh installation of telecommunications equipment for local and remote offices.
• Resolved technical issues and problems daily.
• Advised users of teh most efficient ways to utilize current telecommunications equipment and wat equipment would help to provide better customer service.
• Maintained telecommunication database for all local and remote locations.
• Performed daily adds, moves and changes telecommunication and computer systems as needed.