Customer Service Project Manager
Resume:
Alan E. Singleton
Tarpon Springs, Fl 34689
**.*********@*****.***
SUMMARY
Project Management Professional(PMP) with a wealth of experience in the
implementation of Information Technology infrastructure. Strong emphasis on
voice and data platforms including Nortel, Avaya, Cisco, and associated
call center software applications including IVR, Call Management Systems
and Call Recording platforms that support both small and large company
applications. Strong communicator who employs effective leadership skills
in the recruiting, mentoring and development of high performance teams.
Consistently focuses on the company's bottom line through tight vendor
management while delivering cost effective communications platforms that
meet or exceed the expectations of the business community. Over a decade of
experience in large scale Enterprise Project and Program Management.
Responsible for life cycle management of software applications and the
standardization of Telecommunications hardware and software architecture
and call center applications for multiple locations throughout the U.S.
Professional Experience
Mission Critical Solutions, Tampa, Fl.
07/2010 - 06/2011
Project Manager
Responsible for project managing multiple telecommunications installations
primarily for Government and Military locations. SeveraI of the more
significant ones include a Nortel CS1000M 3000 plus ports for Centcom at
MacDill AFB, a Avaya S8720 2500 plus ports for the Department of Labor
Washington DC, and many more small and medium sized Avaya installations for
the Department of Homeland Security throughout the U.S. I utilized Project
Management Institute's procedures and methodologies, MS Project and MS
Suite daily. Current TS DOD clearance held.
Cypress Communications, Tampa, Fl.
06/2009 - 12/2009
Communications Consultant
Responsible for both the customer interface and Project Management of
Nortel and Broadsoft VOIP and TDM installations in a shared tenant
environment. This included voice and data cabling infrastructure projects,
hardware and software configurations, programming and equipment
installation. Provided customer training on new equipment to ensure
complete customer satisfaction during and after the installation phase of
the project. Audit of weekly billing and mismatch reports to determine
accurate reporting/billing for customer. Responsible for circuit
provisioning and vendor management of Long Distance and Local providers
during cutovers and Customer Service Record (CSR) ordering and
verification. Provide back-up support for technicians for Move, Add, Change
and system failures as needed.
Comsys, Inc., Tampa, Fl.
09/2008 - 04/2009
Telecom Analyst
Telecommunications support for PharMerica Tampa, Fl.
Contract position providing local support for a Nortel CS 1000 Voice over
IP PBX, Call Pilot Voicemail platform and Symposium Call Center Server.
Provided remote telecommunications support for 100+ locations throughout
the U.S., including voice and data cabling installations. Systems supported
were Nortel Option 11/61 PBX platforms, Call Pilot, Meridian Mail and
Symposium(SCCS), Nortel BCM, Nortel Norstar Key Systems, Avaya Merlin
Legend and Toshiba Key Systems. Coordinated vendor support personnel for
remote maintenance, installation and repair. Interface with Local and Long
Distance carriers on circuit issues, billing and installation of services.
Realty Executives, Trinity, Fl
12/2006 - 09/2008
Licensed Florida Realtor
Real Estate consulting related to Residential and Commercial Properties.
AEGON USA, Inc., Cedar Rapids, Iowa/St. Petersburg, Fl.
10/1994 - 09/2006
Enterprise Telecommunications Voice Systems Manager (2002 - 2006)
Lead a team of Telecom Engineers that supported Avaya, Nortel and Cisco
hardware both TDM and VOIP, and Verint and Nice Call recording platforms
across eleven major locations, plus multiple small and remote offices. More
than a decade of project and program management implementing new hardware
and software across the enterprise.
. Project Leader/Manager for large scale implementations of
Telecommunications platforms, consolidation projects, Data Center
infrastructure, Structured Cabling, and Call Center Technologies.
. Designed platforms and provided leadership to my team that
successfully installed and supported state of the art VOIP systems in
the small offices.
. Effectively managed the vendor relationships including both hardware
and service support.
Alan E. Singleton Page 2
. Addressed critical issues such as life cycle management, budget,
project and strategic planning, and systems implementation.
. Supported large scale initiatives related to Network Hardening and
Security.
. Managed multiple telecom projects utilizing industry standard Project
Management methodologies.
Telecommunications Manager (1996 - 2002)
Responsibilities included managing a team that supported St. Petersburg,
and Charlotte, NC.
. Led the team that maintained Nortel PBX platforms, Symposium Call
Center Applications, Call Accounting, Nice Call Recording, Cisco Local
Area Networks and Marconi Metropolitan Area Network(ATM).
. Project managed the implementation of a 3000+ Port Nortel Option 81C
and voice and data cabling infrastructure into new 250,000 sq ft
facility.
. Ensured positive vendor management for service providers such as
Nextira One, Bell South, AT&T and Verizon.
. Developed Process and Procedures documentation for
Telecommunications.
Sr. Telecom Technician (1994 - 1996)
Technical support for maintenance, programming and system administration of
the Nortel Option 81C, Meridian MAX/Symposium Call Center platform, Nice
Call Recording platform, and IVR hardware support.
. Provided excellent customer service in the call centers and business
units.
. Completed move, add, and change work orders in three local sites in a
very fast paced, rapidly growing Insurance and Mutual Fund operation.
United Contracting, Winter Park, FL
05/1992 - 08/1994
PBX Technician
Contractor for Sprint/United Telecom in Tampa and Orlando. Duties included
field service repair and installation of Nortel PBX and Key Systems,
Toshiba PBX and Key Systems, and cabling installation.
ERICSSON, Tampa, FL
10/1979 - 07/1991
Field Service Technician
Field Service repair of Minicomputer and PC based Banking systems, and On-
site maintenance of an Ericsson MD110 PBX in North Carolina.
Military
Honorable Discharge, US Navy, USS Coral Sea
Radioman (RM2)
Education / Professional development
A.S., Computer Electronics Technology, Tampa Technical Institute, Tampa, FL
Certified Project Management Professional, PMP
St Pete College
Dale Carnegie Institute for Leadership
Eckerd College - Leadership Development Series
Technical certifications
Nortel Option 71/81 Installation and Maintenance/Symposium 3.0
Avaya apss sme
Real Estate certifications/Licenses
Florida Real Estate License (2007)
Current Top Secret DOD Clearance
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