Project Manager Customer Service

Kent R. Porter *** River Rd, Apt F*, Piscataway, NJ 08854 ~ 732-857-

**** *********@*****.***

Summary : Telecommunications Project Manger with expertise in information

technology provisioning, team leadership, strategic planning,

initiating and implementing large scale telecommunications services.

Expertise in product development, circuit design, budgeting and

proposal writing.

Extensive experience with provisioning T1, DS3, Fiber, Ethernet Access

Technology, Optical Carrier Levels over Sonet Ring transmission and

data circuit recovery.

Lead for performance, accountability, documentation and overall

customer service to clients.

Project Management Excellent communications, organizational and interpersonal skills.

Expertise:

Experience in project development, scope management, initiating and

strategic planning complex telecommunications services.

Technical Project Management with an emphasis on implementation,

customer interface management and system integration.

Expertise in administering, coordinating and monitoring service level

agreements, as well as process and time scheduling.

Technical Proficiency in managing various project initiatives, as well as project

Expertise: workforce management through human resource matrix processes.

NMS (Network Management Systems), Hekimian Centest, Net backup, T-Berd,

Telnet, Tellabs 5500, Cisco routing, internet network, Granite, CSR,

Crystal Reports, Disaster recovery, VOIP, ITIL, Remedy, Cobit, Network

Architecture and Design, Nortel IVR support, T1, T3, OC12, OC48, OC192

and Ethernet networks, TDM Digital Private Lease lines Configuration,

Nortel 4500, Fujitsu 6500, CSU/DSU Configuration, Frame Relay, SAP,

Access, SQL, Data Modeling, IPTV, ICMP, Switches, OC Muxes, TDM's,

SNMP, SYSLOG, Mega T Network Configurations, ASR, V-repair, ICGS,

V-schedule, Shell Script, Java, Wireless/Cellular Technology, Data

networking, IP and Voice Technology, TCP/IP, Cat5, V-Build, Ethernet

Card Installation, Exchange, PLSQL, G 711 codec, Primavera Software,

Education: Public Switched Telephone Networks, Visio, CRS-1 Core Router, DWDM,

Circuit Design, PeopleSoft, Ethernet Access Technology, XNG, Microsoft

Office Suite, Microsoft Project Server, Oracle,VPN, SIP,MPLS, BRI, PRI,

T1-CAS, Peripro, SOTS, Real Time Protocol, H323, Media Gateway Control

Protocol,F1/F2, USRP,MS Word, Access, Excel, PowerPoint, MS-Project,

Unix (Solaris)

Rutgers College, Rutgers University, New Brunswick, NJ

Bachelor of Arts: Human Resources Management

Bachelor of Science: Information Technology and Informatics

Somerset County Technical Institute, Bridgewater, NJ

Associates Degree: Computer Technology

Avtech Institute of Technology, South Plainfield, NJ

Work Experience : Certificate: Cisco Certified Networks

Stevens Institute of Technology, Hoboken, NJ

Masters: Telecommunication Management (2012)

IDT/Net2Phone International Corporation, Newark, NJ

Project Engineering Manager June 2010-Present

Outstanding performance as a VoIP lead and SIP Project Manager.

Project managed the planning, directing and coordinating activities

meeting customer service needs and expansion through development,

including circuit, voice trunk, and access service requests.

Direct the conversion of large VoIP customers to new VoIP provider.

Tested VoIP features to customers' satisfaction.

Traveled to new customer locations to assist in installation of VoIP

product.

Access customer's requirements for local voice services and develop

PSTN interconnection solutions incorporating LEC/CLEC/TDM voice

services and TDM Private Lines.

Deliver technical sales-oriented solutions to Account Management as

well as clients/business partners' technical staff and senior

management.

Support sales team with technical requirements on pre and post sales

projects with VoIP/SIP products.

Build and maintain close relationships with clients and client teams.

Assist Account Management in the preparation of responses to proposal

requests.

Determine circuit interconnection solutions and capacity as needed

Developed internal ticketing system for VOIP/SIP System.

Manage and provide reporting on installations and network deployments

Manage and provide reporting on ancillary NCT network

Mentored staff on the process, procedures and features of VoIP

products.

Conducted user training on products after the installations were

completed.

Built trust with customer accounts by knowing their needs and wants and

taking personal responsibility in resolving issues.

AT&T International Corporation, Piscataway, NJ

VOIP Project Manager, Contract August 2009-December 2009

Project managed, planned and implemented all phases Business Voice over

IP services.

Conducted a technical consultation with the customer and assisted

customers in voice provisioning and setup and resolving complex VoIP

network issues, SOTS, USRP and IVR provisioning.

Configured and ordered Cisco routers ensuring timely delivery of

equipment.

Ensured customer expectations are met accordingly throughout the order

lifecycle.

Coordinated installation/activation of services with customer and

vendor as well as techs and Engineers for test and turn up.

Informed Sales Support Managers, customers, vendors and Engineers in an

expeditious manner on any unresolved issues impacting the customer's

installation.

Tested voice features, interface with VoIP network element and resolved

Switch translation.

Coordinated and tested circuit and router configuration.

Ordered T1 circuits and scheduled router deployment to customer's

premises.

Verizon Business International Corporation, New York, NY

Provisioning Technical Engineer, November 2005-December 2008

Configured, built and tested domestic and international private lease

lines T1, DS3, STS1- OC192 with Granite technology also provisioned

F1/F2 FTTP, as well as fiber optics technology.

Implemented project orders through support and tested with internal and

external clients and

domestic LEC's and international ITMC.

Project managed orders through support and tested with domestic and

international point of presence.

Coordinated, initiated installation and repair using Verizon tools as

V-Build, V-Repair as well as Buildnet.

Worked with engineers, account representatives, clients, local and

distant end technicians in

ensuring correct provision of circuits.

Tested and aligned private lease lines transmission and performed hot

cut configurations and format of circuits using Granite.

Assisted in Core Router, PBX and Avaya configuration and set up for

transmission to clients IP Backbone.

Ensured that circuits were provisioned /configured correctly over Sonet

and DWDM networks.

Provided technical support on circuit design, configuration and

disaster recovery to clients and diverse stakeholders and vendors.

Built and sustained IVR networks and monitored systems and

applications.

Created SQL, PLSQL queries and developed data modeling infrastructures.

Planned and managed large network platforms in an efficient and timely

manner using Verizon proprietary owned V-tools as V-Build, V-Repair,

Requestnet and Buildnet.

Verizon Business International Corporation, Piscataway, NJ

Software Technical Controller, August 2000 - November 2005

Performed operations and troubleshot challenging functions of Verizon

International account networks.

Acted as a system software engineer in fax and telex switch technology

using Oracle and UNIX (Solaris) platform.

Provided remote support to both international and domestic customer

sites for their Frame relay and their FTTP services.

Troubleshot Frame Relay issues and provided 24 /7 supports for system

software.

Verizon Business International Corporation, Piscataway, NJ

Help Desk Technician/ Customer Technical Support, August 1997 -

August 2000

Responded to inbound issues on private lease lines, telex, fax reply

and never busy fax service.

Provided first level support on PC issues by troubleshooting software/

hardware issues.

Generated daily reports and administer resolutions for down time on

private lines to customers.

Liaison with upper management of circuit issues and customer request.

Middlesex County College, New Brunswick, NJ

Alliance for Successful Teen Employment Program -Career Counselor March

1995-August 1997

Taught and counseled l, 200 high school and college students in

pre-employment training techniques.

Evaluated students for job readiness generated summer employment

opportunities and served as a liaison between Human Resource Managers

and student employees in recruitment efforts.

Provided personal and academic counseling, curriculum writing, and oral

presentations on positive self-images, on-the-job behavior, resume

writing and interviewing skills.

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