SUMMARY:

• Project Coordinator with extensive experience and a technical background.
• Expertise in MS Excel using it daily to read, report, and analyze reports.
• Conduct end to end program management of one or more programs containing multiple large projects, or portfolio management of a large scope of the entire portfolio company - wide, cross functional.
• Strong organizational skills with attention to details and procedures, including great analytical and problem solving abilities.
• Strong Customer Relations Skills
• Prior infrastructure experience on large Infrastructure projects and with extensive experience of delivering complex Telecommunication/Networking solutions.
• Available to interview with short notice and to start two weeks after an offer.

TECHNICAL SKILLS:

Jaguar, Fidelio Galaxy, Light Speed, LMS, Guest Ware

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA 

Project Coordinator/Project Manager

• Provides both internal and external (customer/vendor) task support.
• Manage POS and cabling installs for Family Dollar, Kroger and Aldi Grocery Stores.
• Uses Excel throughout the day for reading weekly reports and providing answers to reports, also for weekly reports of open cases and report on forecast for Project Managers supported.
• Support 2 Program Managers, 5 Project Managers and manage my own small installation projects.
• Provides ETA verification and schedule updates with technician crews.
• Workflow software (Work Market), and CRM/Helpdesk  
• Monitors CRM queues as directed by PgM / PM to ensure case status is updated on a timely basis. Follows up on all closed cases to ensure that Open POs are closed and customer invoice occurs in a timely manner.
• Reviews weekly Open Case, Open Shipment, Open Order and Open Purchase Order report and updates assigned cases, orders, shipments and POs to reflect current and accurate status.
• Manage project closeout, including reconciliation of sales orders and change orders to invoices for customer utilizing ERP software.
• Track progress/status of assigned projects.
• Case and work order creation and update for PM; purchase order creation and closure; and review and approve vendor invoices.
• Assist with scheduling and managing installation team’s deliverables to include overall scope of work
• Review and approve installation team invoices with proper sign-offs and documentation

Confidential, Atlanta, GA

Regional Coordinator/Project Manager

• Supported seven Field Service Managers, and coordinated job assignments for 168 technicians for daily support and Network projects for wireless cell towers.
• Corresponded with project and implementation managers for cell site development and project support.
• Managed relationships with vendors and contractors to ensure equipment and services are installed.
• Perform status information and related reporting, program level analyses report.
• Contacts other vendors to place orders and/or follow-up as directed by PM (lift vendors, material distributors, etc.).
• Assisted project manager with the scheduling of Network Vision site surveys and preventative maintenance audits.
• WFM Workflow software
• Managed day-to-day network operations for the San Francisco Bay area and Los Angeles, coverage areas.
• Interacted with Local Data Administrators (LDAs) to confirm/change scheduling availability and internal database constraints.
• Managed all incomplete work order request (waiting internal, waiting external, and past-due).
• Assisted project managers with Sprint Capacity Adds project (Carrier Adds, Augments, T-1 Installations, and Decommissions.
• Provides technical and analytical guidance to project team.
• Develop detailed work plans, schedules, estimates, resource plans, and status reports.
• Supported implementation managers with establishing new cell site locations, site investigations and developments.
• Coordinated corrective, preventative, planned and implementation projects with local area managers and field technicians for wireless cell sites

Confidential, Atlanta, GA

PBX Supervisor

• Managed 13 Guest Service Operators
• Tier 1 support for Hotel PBX Systems (Avaya)
• Interface with Telecom circuit vendors in if additional circuit information is required as well as to align the inventory items with the vendor’s billing and provisioning database.
•   Interface with circuit vendors to review and ensure circuit diversity wherever requested.
• Coordinate the timing of any circuit or facility disconnection associated with a terminated service.
• Vendor collaboration to include account team reviews.

Confidential, Las Vegas, NV

PBX Dispatch Operator

• Served as a customer service and dispatch operator, Analyzed call management reports for optimized call performance
• Tier 1 support for Hotel PBX Systems (Avaya)
• Interface with Telecom circuit vendors in if additional circuit information is required as well as to align the inventory items with the vendor’s billing and provisioning database.
• Interface with circuit vendors to review and ensure circuit diversity wherever requested.
• Coordinate the timing of any circuit or facility disconnection associated with a terminated service.
• Vendor collaboration to include account team reviews.

Confidential, Las Vegas, NV

PBX Supervisor

• Managed 13 Guest Service Operators
• Tier 1 support for Hotel PBX Systems (Avaya), ARS and SIP routing
• Interface with Telecom circuit vendors in if additional circuit information is required as well as to align the inventory items with the vendor’s billing and provisioning database.
•   Interface with circuit vendors to review and ensure circuit diversity wherever requested.
• Coordinate the timing of any circuit or facility disconnection associated with a terminated service.
• Vendor collaboration to include account team reviews.
• Attend vendor meetings to review score cards.

Confidential, Greenwood, SC

Telecommunications Specialist

• Project Mgmt: Forecasted information for call center data expansion and consolidation, Perform status information and related reporting, program level analyses reports
• Managed 2 lg. projects, 2, 250,000 sq ft. printing facilities. Work with external vendors and internal divisions across the entire organization.
• Telecommunications billing, invoicing and analysis.
• Telephony infrastructure ranging from PBX administration, VOIP/SIP architecture, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management, etc.
• Provide support for critical functions on a daily basis, including telecommunications infrastructure, PBX programming, telecommunications wiring/cabling/and desktop hardware. Plan, design, install, configure, and maintain the implementation of the Telephony infrastructure including hardware/software recommendations, Perform capacity planning and forecasting of Telephony resources. Evaluate and/or recommend potential Telephony solutions (i.e. hardware, software, network-related)

Confidential, Spartanburg, SC

Communications Specialist III

• Technical support of all call center (8 national) technologies and solutions,
• Telephony infrastructure ranging from PBX administration, VOIP/SIP architecture, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management, etc. Job Duties: Provide support for critical functions daily, including telecommunications infrastructure, PBX programming, telecommunications wiring/cabling/and desktop hardware. Plan, design, install, configure, and maintain the implementation of the Telephony infrastructure including hardware/software recommendations Perform capacity planning and forecasting of Telephony resources. Evaluate and/or recommend potential Telephony solutions (i.e. hardware, software, network-related)
• Project Mgmt; closed call center in London England and relocate to Seattle WA. (Financial return of $125,000 and task completion time was 3 days shorter than scheduled time allotted.)
• Perform status information and related reporting, program level analyses report.
• Work with external vendors and internal divisions across the entire organization to complete the project

Confidential, Alpharetta, GA

Communications Specialist III

• Responsible for providing user support for call centers,
• Serve as liaison between business users and technical developers, manage vendor relationships, evaluate and analyze internal customer requests,
• Project Management: Voice Networks, Technical support and configurations and support of the infrastructure of the Southeastern data centers. Provided program level analytical reports
• Telephony infrastructure ranging from PBX administration, VOIP/SIP architecture, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management, etc.
• Provide support for critical functions on a daily basis, including telecommunications infrastructure, PBX programming, telecommunications wiring/cabling/and desktop hardware. Plan, design, install, configure, and maintain the implementation of the Telephony infrastructure including hardware/software recommendations Perform capacity planning and forecasting of Telephony resources. Evaluate and/or recommend potential Telephony solutions (i.e. hardware, software, network-related)

Confidential, Decatur, Ga

Telecom Service Analyst

• Tier 2 support for (24 national & 9 International) calls centers,
• Installation of telephony infrastructure ranging from PBX administration, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management, Avaya ARS and sip routing.
• Provide support for critical functions daily, including telecommunications infrastructure, PBX programming, telecommunications wiring/cabling/and desktop hardware. Plan, design, install, configure, and maintain the implementation of the Telephony infrastructure including hardware/software, recommendations Perform capacity planning and forecasting of Telephony resources. Evaluate and/or recommend potential Telephony solutions (i.e. hardware, software, network-related,)
• Project Management: design and implemented voice network infrastructure for 65,000 sq ft. call centers in Grapevine, TX,
• Telecommunications billing, invoicing and analysis.
• Manages vendor tasks and tracks and reviews vendor deliverables.

Confidential, Atlanta, GA 

Telecom Analyst / Network Engineer/ Project Manager

• Configuration of the PBX Call Pilot and supporting administrative systems. Telephone administration (telephone moves, adds, and changes) including basic configuration of the administrative and diagnostic tools
• Installs, maintains, and repairs telephone communication systems. (G1, G2, AVAYA Systems).
• Performs daily installation and maintenance of digital, hybrid, analog and electronic key equipment; lays and/or installs cables, wires, cross connections and inlet jacks associated with PBX modules to point of voice terminals.
• Runs associated wiring for new installation of telephone company trunks and lines from point of D-mark to proper circuit pack of switching system
• Monitors and tests telephone company trunks and lines to determine location of malfunction. Relocates existing telephone instruments and associated equipment.
• Performs troubleshooting using maintenance software of PBX systems. Instructs users on station features at time of installation.
• Performs bench tests, cleans, and repairs analog and key telephone sets; customizes telephone sets for specialized needs, such as data connections, Dictaphone, elevator phones, and other unique assemblies.
• Monitors inventory and replenishes supplies. Sends off equipment for necessary repairs.
• Confers with vendors of telephone equipment to coordinated installations and isolate troubles.
• Project Management for new and relocations of bureaus and office environment, and data center.