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Ucaas Manager Of Implementation Resume

New, JerseY

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

Responsibilities:
  • 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

Responsibilities:
  • 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

Responsibilities:
  • 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

Responsibilities:
  • 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

Responsibilities:
  • 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

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