Sue McDermott

*** ******* *****

Vernon Hills, IL 60061

Home - 847.918.781

abghci@r.postjobfree.com

CAREER SUMMARY

Telecommunication professional with varied experience in many facets of the industry. Major strengths in managing and

implementing enterprise projects. Additional skills in leadership and planning. An innovative, organized individual with

excellent communication and interpersonal skills who gets results. Customer focused

and committed to delivery of services and solutions to the user.

TECHNICAL SKILLS

Avaya G3, S8XXX with IP/digital/analog stations, IP Agent, IP Console, Audix, Intuity, LX, Modular Messaging, Octel,

VeraMark eCas, BlackBerry/Android/iOS and Windows based PDA’s, Polycom Video Conferencing.

WORK EXPERIENCE

Kelly Mitchell August 2012 – September 2012

Telecommunications Contractor

Mission Critical Wireless, Lincolnshire, IL December 2009 – November 2011

Technical Support Representative

• Tier 1 support for Carrier Partners and National Accounts for Blackberry, Windows Mobile, Android, iOS,

wireless data cards/chips and routers for over 100,000 end users.

• Assisted end users with Touchdown, Mobile Iron and Active Sync downloads, installations and activations.

• Provisioning major accounts.

• Provide customer support, follow up, case ownership.

• Create, manage, provide resolution and close Sales Force CRM cases.

Beam Global Spirits & Wine, Deerfield, IL March 2006 – March 2009

Telecommunications Analyst

Supported sales offices, distilleries, R&D facility as well as company and corporate HQ’s. Addressed users needs

for all voice services including eCas, local and long distance services, conference bridge services, video

conferencing, help desk call center agents/splits/vectors on various Avaya products, voice mail applications and

calling cards.

Part of a team that activated, trained and supported over 700 end users on BlackBerry.

Level II support for trouble resolution and MAC (Moves, Adds, Changes) requests on Avaya S8XXX servers and

voice mail systems.

Project management for site upgrades and installations.

Provided billing approval and reconciliation.

Worked with service providers to ensure software and firmware were at current release.

CCC Technologies, Elk Grove Village, IL (Avaya Business Partner) June 2003 – March 2006

CSU Technician

Created, managed and updated event reporting from over 700 customers including call answer, problem

coordination and resolution, parts ordering, vendor coordination, customer status, ticket updating, remote trouble

resolution and ticket closure in support of many platforms of Avaya products.

Certified to perform Remote Feature Activation (RFA) on Avaya Communications Manager, Modular Messaging,

and Audix.

Performed project management for customer enterprise rollouts, upgrades, moves and changes.

Trained, developed and acted as a consultant to customers, team members and staff in provisioning system

features and enhancements.

Part of a team that produced sales of over 100K per month.

Sue McDermott, page 2

Marshall Field’s / Macy’s, Vernon Hills, IL November 2001 – October 2006

Part-time retail sales – met or exceeded goals. Face to face guest services.

Moore North America, Libertyville, IL (Now RR Donnelley) September 1986 - November 2001

Deployment Analyst/Projects Manager

Standardized IT move process to provide Corporate Real Estate and Field with point of contact for site moves, closures

and reconfigurations; reducing errors and delays. Created Visio layouts of the telecom rooms to ensure space allocation

and electrical requirements. Requested, evaluated and awarded bids for telecommunications structured wiring solutions

that provided the highest level of service and ease of support. Managed multiple projects concurrently.

Voice Project Manager

Supervised the voice staff. Responsible for systems design, installation, programming, MAC work, upgrades of Avaya

telephone and voice mail systems and network/local facilities. Implemented many enterprise wide projects. Consistently

completed projects that were implemented on schedule with the desired results.

Executone

Project Manager, National Accounts, Schaumburg, IL 1982 – 1986

Coordinated the installation of telecommunications systems and services across the United States for 20 accounts.

Provided a single point of contact to a 240 member subsidiary/distributor network. Supported sales in presentations and

technical issues. Answered requests for proposals.

Installation Manager, Schiller Park, IL

Managed and scheduled a technical staff of 15 efficiently that improved the GPM by 10%. Participated in annual budget

preparation.

Contracts Administrator

Provided customer service, telco ordering and system database preparation.

Telco Coordinator, Atlanta, GA and City of Industry, CA

Acted as customer’s agent to order local telco, private line and carrier services. Placed orders for new and existing

accounts. Assisted the service department with telco issues.

Bell System 1980 – 1982

Centralized Operations Group, Denver, CO

Liaison between equipment vendors and Bell installation department.

Marketing Service Representative, San Jose, CA

Handled customer requests to establish, change or move Bell services and equipment.

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