SUMMARY:

• Twenty - eight years of Telecommunications, Management, Service Delivery, Commercial Management, Analysis, Design, and Project Management
• Enterprise Needs Assessment through Project Management phases of Voice/Data/Video Networks
• SLA Adherence to include, Key Metrics, Change Management, Problem Management, Corrective Management, Escalation.
• Incident Management, Problem Management, Configuration and Release Management
• Management of Technical, Analytical, and Administrative staff.
• Extensive Vendor Management up to thirty-five (35) vendors
• Maintain Large Multi Node Network Topology, Frame Relay and MPLS architectures.
• Large scale system design and implementation, TDM and VoIP
• Extensive management and personnel experience.
• Long term professional relationships with clients.
• Extensive Contractual and Project Management experience.
• Management of Outsourcing Services, Managed Services
• Extensive Educational presentations to Telecommunications User Groups.
• Excellent communication and Inter-personal skills.

PROFESSIONAL EXPERIENCE:

Confidential, New Jersey

UCaaS Manager of Implementation

• Overall responsibility of national UCaaS Cloud Based implementation rollout to include:
• Vonage Cloud Based enterprise
• WebEx migration to Skype for Business project team member
• Coordination and management of Reporting Metrics to client, KPI and MOS scores
• Overall Management of daily site installations (Avg. Five (5) per day)
• Coordination of Process Related activity (RACI Flows)
• Prime interface between Vendors and Corporate stakeholders
• Steering Committee member
• Operational responsibility of Vonage enterprise cloud based system
• Oversight of decommissioning of legacy hardware and carrier circuits
• Interface to PMO and Financial departments
• Primary interface to IT Tower Leads to coordinate implementation
• Coordination of Ticketing System and interface with Help Desk
• Interface to Network, Engineering, Build and NOC support

Confidential, Melville, NY

National Service Delivery Manager and Commercial Manager

• Management of transformation for 17,000 voice ports to Cisco environment (240 sites)
• Management of 18,000 LAN ports to Cisco environment (240 sites) supported by MPLS backbone
• Management and operational support of Avaya Legacy voice environment,
• Management of twelve (12) vendors
• Management of Telecommunications Expense Management (TEM) consisting of twenty-seven thousand (27,000) legacy circuits
• Management of Desk Top Mobility consisting of twenty-eight (28,000) devices, Cellular, Telemetry.
• Weekly Legacy invoice validation approval of 27,000 circuits identifying resolving variance issues and challenges to invoices.
• Management of WebEx enterprise environment
• Management of Legacy circuit audit project resulting in one million plus annual cost reduction
• Oversight of Technology Upgrades for specialized “High Voltage” protection circuits
• Management of monthly review of SLA and KPI indicators
• Staff job performance review and development of Job Descriptions
• Video analysis and operational support to include: Video Systems selection, Codec, camera, room design, video display Managed services provider and client based support. Utilized Cisco/Verizon managed services video
• RFP development for major initiatives to include, Call Centers, TEM, and Carrier analysis.
• Operational oversight of Verizon Managed Services agreement of 46 mil annual spend
• Commercial Management of Verizon Managed Services agreement
• Management and prioritization of Non Standard Service Requests (NSSR) to meet user and operational requirements
• SME for six (6) Call Center upgrades/ replacements. 1200 agents. Development of RFP and analysis
• Primary IT US interface to corporate procurement and facilities
• Oversight of financial reconciliation for monthly HP/Verizon invoice validation process
• US Budget ownership of 66 mil annually
• Management of annual cost reduction of 3.2 million annum.
• Primary point of contact for weekly service reviews and RCA evaluation.
• Member on” Global Steering Committee”
• Member on “Global Commercial Committee”
• Management approval of US Change Management requests
• Management of cable management infrastructure
• Coordination of PSEG/LIPA separation from corporate structure

Confidential, New York

Director, Program Manager and Service Delivery Manager

• Management of Seventeen (17) technical and administrative personnel,
• Manage outsource daily operations of 37,000 port VoIP/TDM System
• Six (6) major New York Health Care institutions distributed throughout metro New York
• Financial responsibility of five (5) million dollar telecommunications budget
• Management of third party vendors (Vendor Management)
• ITIL process environment
• Strategic Planning
• Extensive contract negotiations
• Unified Communications (UC) and SIP analysis and implementation
• Change Management
• Adherence to SLAs performance, Incident Management, Problem Management.
• Carrier analysis, design, and implementation for voice/data network
• Coordination and Implementation of Centrex system DMS 100
• Outsource Management of Telecommunications department
• Coordination and Implementation of PENNDOTs License Bureau, Avaya 8700, 900 Contact Agents
• Liaison between Architects, Real Estate and Construction personnel
• Vendor Management
• Support Octel central office based Voice Mail system
• Managed transition from Octel to Avaya for Contact Center (ACD) applications
• Utilized, Remedy, Ticketing system
• Adherence to SLA performance
• Analysis, Design, and recommendation of primary voice system
• Coordination between Architects, Real Estate and Construction
• Outside Plant for fiber/copper backbone of 64 city blocks
• Project Management, Installation Management
• Vendor Management, Contractual negotiations

R+L Carriers, Wilmington, Ohio

Director of Telecommunications

• Managed Services/Outsource Telecommunications department
• Data and Voice operation supporting MPLS Data backbone, Cisco 3500 switches and 6500 Core switch
• Management of Telecommunications services, Director of Telecommunications
• Management of ten (10) technical personnel
• Vendor Management
• SLA Adherence, Escalation, Change Management, Problem Management, Key Metrics
• Support of 110 locations
• Voice VoIP/TDM converged Avaya, Nortel system’s

Confidential, Brooklyn, New York

Manager of Telecommunications, Managed Services

• Managed Services/Outsource Telecommunications Department
• Management of Telecommunications Department
• Management of six (6) technical personnel
• Support of Infrastructure backbone
• Vendor Management
• Analysis, Recommendation and Implementation of primary Telecommunications system
• SLA Adherence, Key Indicators (KPI)
• Design application and connectivity to remote clinics and Medical Office buildings
• Project Management
• Analysis, Design and Implementation of Telecommunications System, four (4) system Medical Complex
• Request for Proposal (RFP) development, anaylsis, and recommendation
• Multi locations to include Medical Office and remote clinics
• Contract negotiations
• SLA Adherence during acceptance phase
• Project Management

Confidential, Massachusetts

Telecommunications Manager

Responsibilities:

• Management responsibility of Fourteen Telecommunications Analysts supporting US operations
• Management responsibility for Thirty-Two administrative personnel to include Billing, Contract Maintenance, MAC activity, Network management
• Corporate responsibility for all Wang National field offices
• Team development of Wang’s Telecommunications goals
• Assess all hardware and Software for technology compliance with corporate goals
• Needs assessment through contract negotiation
• First implementation of #5ESS ATT Central Office switching vehicle in private environment
• Maintained extensive Telecommunications operating budget
• Liaison between all corporate field offices
• Corporate responsibility for Wang’s seven (7) National Call Centers (Customer Engineering)
• Development of standards and procedures, to include forms, contracts for purchase and maintenance
• Development of job descriptions
• Extensive presentations to Management
• Extensive national travel