SUMMARY:

• Highly experienced Telecommunications professional with 13 years of experience in VoIP project management, implementation and ordering, and over 34 years in the telecommunications industry.
• Over my career I worked positions in Operations where I gained considerable hands - on technical field experience with voice and data communications systems.
• This practical experience has been invaluable while working with customers during service implementation, trouble resolution, and project management.
• The last 13 years I’ve supported VoIP as an SME in Order Management which included project management, order entry, equipment orders and delivery tracking, provisioning and features configuration.
• Currently enrolled in a PMP exam preparation class Confidential Davenport University. Anticipated exam completion during 1st quarter.

PROFESSIONAL EXPERIENCE:

Confidential

SIP/Wireline Consultant

Responsibilities:

• Review existing voice/data infrastructure, services, contracts and invoices to make recommendations based on business needs and spend analysis.
• Provide unbiased vendor recommendations based on client requirements.
• Review vendor contracts and invoicing for variance and submit disputes for reconciliation.
• Develop and maintain relationships with clients, internal and external groups, service and equipment vendors.
• Project manage the overall implementation of small to large, complex telecommunication services such as MPLS, VoIP, Secure Gateway, Internet, Managed Services and local ILEC products in both the domestic and international arenas.
• Identify and secure resources based on project scope requirements.
• Manage cross - functional project teams of internal and external resources from project initiation to completion and close.
• Plan, review, modify and document project process elements to ensure effective risk management and continuous improvement.
• Develop and maintain project plans and project schedules.
• Define roles and responsibilities, risk analysis, change management procedures and reporting structures.
• Host regularly scheduled online meetings using GotoMeetings and Skype for Business to review project status.
• Communicate project status to all cross functional teams including all internal line organizations, upper management and executives.
• Drive, measure and verify the performance of the project and escalate critical issues as appropriate.

Confidential, Grand Rapids, MI

VoIP Project Consultant / Implementation Consultant

Responsibilities:

• Managed the overall delivery of VoIP migrations within project scope and timelines, supporting a variety of solutions including Cisco, Avaya, Oracle, Lync, and AudioCodes.
• Successfully managed projects for customer enterprises of 500+ locations in automotive, finance, utilities and services.
• Team lead and SME for all ordering, provisioning and customer facing platforms. Provided peer support and training for process questions and changes.
• Troubleshoot issues and drive to resolution, keeping project deadlines on schedule.
• Coordinate and host meetings with customers, equipment vendors, installation engineers and account teams for service activation to ensure the seamless rollout of new technologies.
• Ensure customers are provided with appropriate written and verbal confirmation of critical dates within the service delivery time frame using MS Excel for milestone tracking and open action items.
• Member of the Confidential VoIP Individual Case Basis (ICB) Forum which reviewed customer non - standard designs and provided input to ensure successful implementations.
• Rebuild customer relations and re-establish on-time order processing on accounts that are having issues to re-establish brand confidence and repeat business.
• Prepare, present, and review requests for proposals, project plans, presentations and status reports with account teams and customers to establish realistic rollout schedules.
• Worked with Product Marketing, IT, and Sales Management to modify and improve overall product development for the Confidential VOIP product line, including processes, procedures, and performance improvements to increase sales.

Confidential

Manager

Responsibilities:

• Provided 7x24 technical support to a global investment account base billing $13 million annually.
• Project management during implementation of complex data and voice network installations.
• Responsible for trouble resolution, analysis, trending and reporting of customer network outages.
• Monitor and provide data and voice network utilization statistics.
• Schedule and host customer meetings for discussion of network performance and concerns.
• Prepare spreadsheets and graphs using MS Excel and PowerPoint for customer presentations.
• Recommend equipment and facility changes for network optimization.
• Attended customer planning sessions to discuss future network direction and growth.

Confidential

Operations Supervisor

Responsibilities:

• Managed the daily operations of 9 MCI facilities in West Michigan and North Indiana.
• Responsible for the operation and maintenance of fiber and digital radio routes, junctions, repeaters, and regens.
• Provided coaching and performance management for 17 Field Engineers.
• Interfaced with contractors for ancillary systems.
• Provided customer support to the MCI Sales organization.
• MCI regional representative to the National Telecommunications Management Structure (NTMS). Worked with FEMA to provide disaster recovery support and planning in the event of a national emergency for the Great Lakes Region.

Senior Field Engineer

Confidential

Responsibilities:

• Transferred to Grand Rapids 3 months early to supervise the vendors contracted for the site build.
• Successfully managed and completed a 7 month project to offload existing customer services from Confidential & Confidential leased facilities to Chicago, to on - net facilities to Detroit, saving MCI approximately $230,000 monthly.
• Installation and maintenance of MCI equipment Confidential customer locations.
• End to end circuit installation and maintenance for data and voice.
• Installations and maintenance of DS1/DS3 multiplex equipments.
• Maintenance of Northern Tel RD6C microwave radios.
• Preventative maintenance and testing of ancillary systems.

Confidential, OK

Field Engineer

Responsibilities:

• Installation and maintenance of MCI equipment Confidential customer locations.
• End to end circuit installation and maintenance for data and voice.
• Installations and maintenance of analog and digital multiplex equipments.
• Preventative maintenance and testing of ancillary systems.