Senior-level Telecom Professional eager to contribute technical acumen, sharp problem solving expertise, and dynamic management skills toward supporting operations of a progressive organization.

 

 

         Broad technical proficiency spanning telecommunications, call center systems, data networking, and technical support/helpdesk.

         Excellent skills in managing full-scope telephony operations from vendor contract negotiations and billing through to reporting, documentation and new installations.

         Over a decade of experience with Nortel call center systems (SL1-ST, M1 Opt 11C, 61C, 81C).

         Adept at administering Meridian 1 X11 databases, ACD, Meridian Mail, CCR, SwitchView and Inova Lightlink.

         Considerable strengths in uncovering innovative and cost-saving solutions to business challenges such as designing online ACD statistics reporting tool in absence of capability by manufacturer.

         Resourcefully created audible indicator of calls on hold in an ACD queue.

         Reliably maintain unparalleled responsiveness to critical business needs, ensuring first-rate customer satisfaction and SLA compliance through continued communication and cooperation.

         Outstanding capabilities in analyzing and promptly rectifying complex technical errors and issues.

         Highly adaptable; quickly master new roles, responsibilities, technologies and environments.

 

 

Lew Horton Distributing, 2009 to 2010

Sales Representative

• Demonstrated excellent interpersonal and communication skills toward supporting company in driving revenue growth through outbound telesales.

 

Keane, Inc., 2006 to 2009

Senior Consultant

• Hired on full-time after completing successful two-month contract assignment.
• Proficiently maintained Meridian 1, Norstar, Avaya S8300, Modular Messaging 3.0, and CCTV systems.
• Leveraged superior prioritization skills toward facilitating moves/adds/changes, programming new PBX units, and delivering remote support to 24 systems.
• Coordinated new service implementations for T-1, copper trunks, and POTS lines.
• Effectively administered Peregrine Service Manager ticketing software.

 

TEI, LLC, 2005 to 2006

Field Technician

         Performed installation, maintenance and repair of key systems, voice mail and premise wiring.

         Exhibited exemplary skills in supporting Comdial (DSU, DSU2, FX2, & KeyVoice), ESI (Voice Works voice mail, IVX C, E, S & X class machines), Avaya Partner, and Nortel Norstar.

 

Cypress Communications, 2003 to 2005

Senior Technician

         Applied solid technical expertise toward maintaining 30 Nortel Networks Option 81C s, 61C s and 11C s, installing and troubleshooting PBXs and T-1 s, and supporting CPE (customer premise equipment).

 

Continued

 

Yyyyyy x. yyyyyy ~ Page 2 of 2 Professional Experience continued

 

         Upgraded PBX software when required and prepared documentation for PBXs at Boston location.

         Demonstrated strong leadership talents as mentor and 2^nd level escalation for Level II technicians.

         Installed telephony, fiber and DSL internet, and cable TV services for new customers.

         Contributed to major projects by overseeing hardware and software for initial VoIP installations, T-1 s, PBX installations/upgrades and Meridian Mail software implementations.

         Strategically redesigned and simplified local T-1 network by removing nine T-1s, capturing $6K in monthly savings.

• Audited T-1 network and devised detailed network map to clearly indicate circuit IDs and CDP s for each location.
• Automated backup of 20 Option 11C s as well as setting PBX time to a master server through use of Aspect scripts.
• Championed upgrade of all locations to Succession software.

 

The MathWorks, Inc.,1999 to 2002

Telecom Manager

• Administered PBXs in U.S. offices while supporting and monitoring wide range of PBX systems throughout ten offices worldwide.
• Engineered CCR (Customer Controlled Routing) scripts for call centers to ensure and optimize efficiency and customer satisfaction.
• Exercised strong organizational skills in managing calling cards, pager service and cellular phones, critically analyzed usage, and performed MAC work.
• Scrutinized local and long-distance bills for ten offices spanning eight countries to detect fraud.

 

National Leisure Group, 1990 to 1999

Telecom Manager (1996 to 1999)

• Spearheaded telecommunications inclusive of equipment requirements forecasting and ordering, determining specifications for technology expansions and additions, cooperating with vendors, and preparing reports via Meridian Max, Mail & SwitchView (CDR application).
• Decisively analyzed, planned, and orchestrated phone/data wiring, power and HVAC for new stores and office space.
• Steered complete call center and corporate headquarters relocation from Boston to Woburn.

 

Telecom Administrator (1992 to 1996)

• Diligently oversaw company s telecommunications systems and services encompassing Novell network, MAI systems Basic 4 minicomputer, SABRE travel system, and RS-232 data equipment.
• Maintained data lines to satellite store in Chicago.
• Advanced from role as Tech Support Representative (1990 to 1992).

 

 

A.S. Degree in Computer Science Bergen Community College

SwitchView: Call Accounting, Traffic, Database Admin, Directory, Switch Maint

Nortel X-11 Databases: 2/92, ACD A-C2: 5/92 Meridian Mail: 5/93, BARS: 7/95 DTI/PRI

 

 

Software & Operating Systems: DOS, Windows, MS Office (Word, Excel, PowerPoint, Access), Visio, Procomm Plus (including Aspect scripting language), HTML, AceHTML, OpenOffice, Peregrine, Avaya Site Administration, Norstar Manager

 

PBX: Northern Telecom SL1-ST, Meridian 1 Option 11C, 11C Mini, 11C Compact, 61C, 81C, ACD-C, Meridian Mail, Meridian Mail Reporter, CCR, Meridian Max, Valcom paging systems, Interalia ran recorders, Innova Lightlink ACD monitoring software, ESI IVX, Comdial, Nortel Norstar, Avaya Partner