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yyyyyy x. yyyyyy                                                                    

 0000 xxxxxx xxxx , xxxx , xxxxx 00000



career objective                              

results-driven telecommunications analyst and technical trainer eager to contribute outstanding communication, technical, and project management skills toward supporting a progressive employer seeking a motivated and productive team member


ø  offer numerous years of telecommunications experience, with expertise in technical and customer service training, operational analysis, move planning and coordination, technical support, marketing, and business development

ø  develop and implement staff development plans; establish expectations, prepare agendas, design and source appropriate training materials, conduct workshops, assess participant progress, and follow up on application and staff performance

ø  oversee projects of all sizes for a diverse client base; prepare system designs and layouts, approve floor plans, strategically plan and coordinate workflow, supervise help desk, and steer moves, adds, and changes

ø  accurately identify issues and causes to execute highly effective solutions; boost bottom-line profitability through researching and negotiating with vendors to secure best value

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  depth of industry knowledge and extensive background working with ivr technology, voip, pots, t-1, t-3, ring down circuits, and other carriers

ø  dynamic organization, prioritization, and time management skills; consistently achieve quality, schedule, and budget goals

ø  proactive team player equally effective in independent and collaborative environments


~ technical proficiencies ~

cisco call manager / cisco ip telephony ~ centrex (cmac) ~ avaya contact center ~ meridian / octel / call pilot mail systems ~ ipc turret systems ~ nice recording ~ all nortel products ~ ms office (word, excel, powerpoint, outlook) ~ photoshop


~  nortel networks training instructor certifications ~

option 11 through 81c databases ~ symposium call center ~ callpilot ~ meridian mail ~ optivity telephony manager

professional experience                

telecommunications analyst & trainer / project manager, goldman sachs, jersey city, nj / new york, ny      2003 c 2008

  • successfully performed a broad range of telecommunications analysis, training, and administrative functions to continually improve productivity and quality levels across multiple departments
  • developed and implemented training materials for newly hired staff; worked closely with team members to supply ongoing support and guidance
  • coordinated and managed voice and data moves, completed routine systems programming, provided daily technical support, performed troubleshooting procedures for local and long distance issues, actively monitored help desk call centers, and oversaw 2nd-level trouble ticket resolution
  • designed and executed project schedules; collaborated with clients, vendors, and internal personnel to consistently meet critical timeline and budget guidelines
  • entrusted with oversight of office services, facilities planning, restructuring initiatives, ordering, and accounting duties


sales engineer / training manager, data-com telecommunications / telequest, union, nj                               2001 c 2003

  • expertly created and conducted technical and customer support training programs for employees of this growing provider of telecommunications products and services
  • led business development efforts and supported sales staff in conducting presentations and demonstrations; offered technical assistance to external clients as well as company employees
  • created client-specific pbx, call center, ivr, and voice mail solutions; ordered necessary lines from telephone companies
  • directed northeastern and international meridian user group marketing efforts, developed campaigns, delivered presentations


senior technical instructor, nortel networks / global knowledge, parsippany, nj                                             1996 c 2001

  • instructed classroom and web-based certification programs for technicians and customers throughout the u.s. and canada
  • collaborated with course developers on creating content and courseware, as well as new product launches


~ additional experience ~

guest speaker, northeast and international meridian user groups                                                                      2003 c present

freelance consultant, ls communications, new jersey area                                                                             1975 c 1996


yyyyyy x. yyyyyy                                                                    

 0000 xxxxxx xxxx , xxxx , xxxxx 00000








hiring agent name


company name


city/state/zip code




i am currently seeking a challenging career opportunity in a insert job title capacity and am submitting my resume for your review.  in advance, thank you for your time and consideration.


as demonstrated in the accompanying resume, my professional qualifications include extensive experience in telecommunications analysis and technical training, as well as a strong background in customer service, programming and support, and sales and marketing.  i excel at identifying opportunities for advancement and leading top-performing support teams to achieve strict schedule and budget goals while implementing new technologies, systems, and procedures that result in improved quality and customer satisfaction.  my exceptional communication skills have consistently proven instrumental in training interdisciplinary specialists as well as in coordinating major moves, adds, and changes.  i hold numerous nortel networks training instructor certifications and am proficient with all telecommunications technologies.


as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance.  i am confident that i could be a valuable asset to your company, and look forward to interviewing with you in the near future.




yyyyyy x. yyyyyy




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