Manager Customer Service

JAMES A. MALTESE

** ***** ****** ? Freeport, NY *1520 ? 516-***-**** ?

ab86jz@r.postjobfree.com

Telecommunications and ACD PROFESSIONAL

Career Proficiencies:

Architect/ ANALYST:

Voice Systems DEsign - Infrastructure - Multi-Media Center - Fiber-Optic

Voice and Data Network Design - ARD's for Traders - PBX's - Voicemail - IPC

Trading System - Voip

Management:

Cost COntrol/Auditing - Networking - Voice (VoIP) - Recording systems -

Audio & Video Communication Systems and conference rooms - Project

Management - Business Recovery & Continuity Management - Financial analysis

of all telephoney invoices

Diversified Vendors:

Siemens - Avaya - Cisco - Verizon & Wireless - AT&T & wireless - COMcast -

Dictaphone - Aspect -Polycom - IPC - Time Warner Cable - Eyretel

Acd - Aspect Call Center:

Managed 225 agent Automatic Call Distribution Center (ACD), Designed and

wrote call control tables (CCT's), Designed and programed ALL CANVAS' in

Director software and diseminted the canvas' via Producer software.

Completed all software for trunking, Dinis tables, AND AGENT groups etc.

conducted troubleshooting techniques for all telesets, circuits, networking

and all hardware including backup electrical systems.

Auxillary Devices for the ACD: Designed and managed the Dictaphone &

Eyretel voice recording system for all agents and managers. Designed and

installed 14 symon display board for realtime statisics.

ACD Business Recovery and Continuity: I worked with call center mangers to

route inbound calls to the IBM Business recovery center in sterling forest,

ny. Inaddition, after 911 senior managemnet wanted a second call center

location in Portland, ME. At this time I was promoted to the Fund Manager

and was asked to assist in this deployment because e of my experience.

Major ACD project:

Following the aspect path for technology migration I was incharge of

upgrading the call center from a unix operating system to the Microsofte nt

platform. this software and hardware migration started at 7:00 pm on a

friday night and lasted to 8:00 am the following morning. we broke for a

few hours of rest and then started extensive call flow testing.

Career Objective and Profile:

( To obtain a Telecommunications Manager's (ANALYST) position, that

requires quality-oriented individual with a company committed to

continuous improvement and on time delivery of products and/or services.

( Experienced in all phases of telecommunications in Retail,

Pharmaceutical and Financial services industries. I am creative,

persuasive, and multi-disciplinary problem solver with a high degree of

intelligence for the corporate world.

CAREER HIGHLIGHTS:

. Transformed token-ring networks to LAN's for offices and distribution

centers across the country.

. Designed Voice, Data & Video networks (TCP/IP) using DS3, T-1's, PRI's,

and ISDN circuits.

. Designed Fiber-Optic backbone network for all Voice & Data circuits from

diversified Central Offices.

. Reduced the number of Plain Old Telephone Service (POTS) by 50%. Analyzed

telephone invoices and reduced cost by 45% by eliminating unneeded

circuits. In addition, vigorously negotiated new telephone contracts

with local and LD providers achieving and additional 45% reduction in

cost.

. Managed telecom staff from assistants to telephone operators to telecom

union members including union electricians.

. Launched Business Recovery and Continuity services for management and

call center associates by routing toll-free service to IBM's facility in

Sterling Forest, NY.

. Designed and installed a new font end Packet Switching network using

Codex 6290, Stratacom & now called Cisco networks/VoIP.

. At Stern's Department stores now called Bloomingdale's or Macy's I

created a Triangle Design network, when we purchased Gimble's stores we

redesign our network to a Diamond Design to accommodate the new PA

stores.

. Upgraded the Aspect Call Center from a Unix operating system to the MS NT

platform.

. Consistently met with Middle Managers, Department Heads, Senior

Executives and Board Members to justify Telecommunications Expenditures.

. While at Seligman (Financial Services) I was in-charge of the multi-media

equipment in all Conference Rooms including the Board Room which I

Rebuilt and installed a new Creston Control Unit, New Projector, new

Sound Systems and VoIP video conferencing.

PROFESSIONAL HISTORY:

Sales Consultant - Atlantic Cadillac and Chevrolet (January 2013

- Current)

. Sell new Cadillac's and Chevrolet cars.

. Meet and greet customers and align them with the appropriate car.

. Negotiate car price and or leasing terms between financial managers

and customers.

Temporary Sales Associate Macy's Roosevelt Field

(October 2012 - December 2012)

Temporary sales Associate Macy's Roosevelt Field

(October 2011 - January 2012)

Self Improvement Classes (July 2010 -

June 2011)

. Attended class' and earned insurance license from New York State

. Attended class' and earned cooking certificate from Star Culinary

Academy

Writer - Publisher (June 2009 -

July 2010)

. Wrote a manuscript titled Purity and the Unholy Unions - The Sin of

Sodom Explored

. Self published manuscript

. Designed book cover

. Designed book layout including charts

. Ongoing Research:

. RESEARCHING NEW MANUSCRIPT THAT WILL EXPLAIN THAT THERE IS NO "ROADMAP

TO PEACE IN THE MIDDLE EAST."

Technology analyst lead i - seligman investments (2009 -

June 2009)

. Designed and Project Managed the replaced an Avaya PBX with a Cisco

VoIP Call Manager. Ameriprise outsourced all programming of the

. Call Manager to a third party.

. Installed new Fiber-optic Verizon multiplexer to create a Voice/Data WAN.

. Installed 2 DS3 circuits for Ameriprise TCP/IP network and 3 PRI

circuits, plus additional Market Data T-1's. This network connected JWS's

office at 100 Park Ave to Ameriprise Financial office in MN. Combined

the operations of 3 computer rooms into 1 facility for VoIP Servers and

Market Data Servers.

. Upgraded/replaced computer room electrical and HVAC equipment.

. Upgraded infrastructure cabling where necessary with Cat 6 cable.

. Installed new Polycom VoIP video Conferencing solution.

J & W Seligman & Company, Inc., New York City

(2001 - December 2008)

Assistant Vice-President and Telecommunications Manager

Responsible for creative direction, analysis, purchasing and installation

of corporate telecommunications equipment - 2 offices with over 750

employees. Managed technical staff

. Processed monthly invoices and telecommunication-related invoices on

transmittal worksheets to accounts payable department. Customer Service

Records (CSR's) were ordered to perform an audit on all LEX invoices.

. All invoice were entered in to spreadsheets for month-to-month and year-

to-year analysis, accrued invoices as necessary.

. 1000+ pages Long Distance invoice was reconcile into a 12 page Excel

Workbook and sent to accounts payable. The VP of Accounts Payable and

myself designed this Excel Workbook.

. I purchased all hardware and software including cell phones, telephones,

PBX's and voicemail systems.

. Equipment configuration includes Avaya PBX and VoiceMail System, Aspect

Call Center, IPC Trading System, 2 Eyretel Voice Logger Systems, Infortel

Call Accounting System, Symon Display Boards and approximately 10 Dell

Servers.

. Installed 3 Verizon Fiber-Optic multiplexes to create a WAN for all Voice

and Data circuits (DS3, MPLS), including primary Central Office and back-

up Central offices for Business Recover and Continuity.

. Maintained, operated, and upgraded Board Room equipment for Senior Staff

and board meetings.

. Maintained, operated, and upgraded multi-million dollar media room, with

10 foot viewing screen, 14 speakers, 21 microphones, all presentation

equipment including an array of projectors and video conferencing

equipment.

. Utilized Avaya's ASA software to analyze, inbound/outbound traffic flow,

trunk usage, trouble analysis and resolution.

. Conducted my own changes in Avaya's world-class routing software analysis

or least cost routing software.

. I doubled the size of the PBX and voicemail systems to accommodate

company growth.

. Continually worked with management and architect for all major

renovations and new installations.

. I wrote Request for Proposals to upgrade or replace equipment as needed.

. Conducted presentations to Management concerning all Telephony and Media

best uses and practices.

. During the 9/11 attacks on the World Trade Center, my Voice and Data

networks were functional.

. During the Northeast black out, my PBX and Fiber-Optic network were fully

functional until approximately 11:15 PM that evening because my PBX and

Network were on battery back up.

. Installed a new Avaya PBX and Intuity Voicemail systems in our Palo Alto

offices.

. All telephones used were 7400, 8400, 6200, and 5400 series, when the new

Avaya system was to be installed we were installing all new color display

1600 IP series sets. However, Ameriprise asked us not to sign a contact

with Avaya/Juma Technologies because they were standardizing their voice

communication on the Cisco VoIP platform.

. Performed all Move Adds and Changes (MAC) including cross-connects, punch

downs, software and hardware changes.

Seligman Data Corporation, New York City

(1997- 2001)

(Processing division for J & W Seligman & Company, Inc.)

Telecommunications Manager

. Oversaw day-to-day operations of the Aspect ACD. Researched and installed

innovative technology and system upgrades.

. Maintained, operated and upgraded the Aspect Call Center and its Network.

In addition, I upgraded the operating system from UNIX, to Microsoft NT

platform.

. Designed and created call control tables for call flow.

. Designed and created custom viewing screens with Aspect's Producer

Director software.

. Implemented and tested company's existing business recovery plan by

annually routing Toll Free numbers to IBM's Business Recovery and

Continuity Center in Sterling Forest, NY.

. Designed, installed, and maintained Symon display boards and software for

several departments

.

Earlier Employment

. The Rugby Group (Pharma) Stern's Department Stores, Bloomingdales

Department Stores (Retail).

EDUCATION

BBA, Business Computer Information Systems and Quantitative Methods ~

Hofstra University

CERTIFICATIONS

. Siemens/Rolm 9751 and Release 9006i for Move Adds and Changes - Codex

6290 IDX Operations (now VoIP/Cisco)

. Avaya/AT&T PBX's AUDIX Systems and Billing Edge Desktop Analysis Software

. IPC System Administrator, AT&T System 75 Management, concepts and

Technology

. Aspect System Management and Control Tables for Release 7

. Rolm CBX 8000 & 9000 System Management

COMPUTER SKILLS

. MS Word, MS Excel, MS Access, Visio

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