Manager Customer Service
Resume:
*** * ******** ***** ****** Islands, NJ
***********@*******.***
Thomas J. Falcone
Objective To find a challenging position that allows me to use my
** ***** ** ********unications and VoIP experience to
deliver client-centered, professional telecommunications
and networking solutions, while increasing the
profitability and reputation of a well respected company.
Work Experience 2007-Present - Contract Positron Public Safety
Systems Montreal, Quebec,
Canada
PSAP Service Technician
Responsible for the installation and maintenance of
Emergency 911 call handling and dispatch systems,
Provide onsite customer support and problem resolution
services. Provide remote support to customers
2006-2007 - Contract Avaya
Lincroft, NJ
Product Introduction Coordinator / Support Engineer
In the Communications Appliance Department, responsible
for the coordination of new product releases, upgrades,
and enhancements to current products. Duties include:
communications to Alpha and Beta trial users; technical
assistance for installation issues; manage trial testing;
collect and route user's feedback; and interface with
Research and Development for problem resolution and bug
fixes.
2000-2006 Sungard Collegis (Ocean County
College) Toms River, NJ
Telecommunications Specialist / Manager
Responsible for telecommunications management,
maintenance, and administration of Cisco Call Manager and
Cisco Unity voice mail systems. Duties included hands-on
troubleshooting, strategic planning with support vendor
to reduce reoccurring problems and increasing
availability.
1998-2000 Telecom Dynamics
Huntington Valley, PA
Support Technician / Operations Manager
Responsible for installation and maintenance of all
products, with high-level design as required. Duties
included after hours Technical Support, and nationwide
installations.
1996-1998 Total Phone
Manalapan, NJ
Customer Service Manager
Responsible for management of entire Customer Service and
Provisioning departments. Duties included management of
all personnel in departments, handling customer
complaints, and organizing work flow for maximum
efficiency.
1990-1996 ACCI
Fort Washington, PA
Operations Manager
Responsible for installation and maintenance for all
products, as well as high level design and technical
writing for custom projects. Duties included customer
service, interface between customer and the programmer,
installation and maintenance.
1989-1990 Wishphone
Bensalem, PA
Support Technician / Operations Manager
Responsible for most duties including Installation,
maintenance, sales, operations and administration, for
this start-up telecommunications IVR marketing company.
1987-1989 Symtech
Huntington Valley, PA
Support Technician / Operations Manager
Responsible for the direction and organization of the
three operations departments. Duties included
preparation and tracking of budget, strategic planning
and decision making required to profitably run the
operations department.
1982-1987 Contel IPC
Philadelphia, PA
General Manager
Responsible for Administration, Sales and Operations of
the Philadelphia branch. Duties included preparation and
tracking of budget, strategic planning and decision
making required to profitably run the Branch Office.
Operations Manager
Responsible for overall operations of the Philadelphia
branch, including
project management, customer service, technicians
on-staff and sub-contractors. Duties included
preparation and tracking of budget, strategic planning
and decision making required to profitably run the
Operations Department.
Telecommunications Technician
Responsible for installation and maintenance of high
availability telecommunications equipment for Stock
traders and insurance companies. Including both after
hours and during business hours.
1980-1982 Tri-State Telephone
Philadelphia, PA
Operations Manager
Responsible for the strategic planning and day to day
operations.
1976-1980 United States Coast Guard
Telephone Technician
Outside plant line work, installing aerial, buried, and
submarine cable. Responsible for the maintenance of
teletype,
EAPBX, key and paging systems.
Specialized
Training Telecommunications
CCNA Cisco Certified Network Associate.
Cisco Unified Communications System Administrator.
Cisco Unified Communications System Engineer.
Fujitsu F9600 (EAPBX), Installation and Maintenance.
Centegram (Voice Mail), Installation and Maintenance.
IPC DPX (EAPBX), Installation and Maintenance.
IPC DPX (EAPBX), Advanced Technical Training.
Mitel SX200 (EAPBX) Installation and Maintenance.
Reliable Electric Telic (EAPBX), Installation and
Maintenance.
Stromberg Carlson Pulse 120 (PABX) Installation and
Maintenance.
IPC Series I Trading Turrets, Installation and
Maintenance.
IPC Series II Trading Turrets, Installation and
Maintenance.
IPC Centremax (EKEY), Installation and Maintenance.
IPC Exchangephone (EKEY), Installation and Maintenance.
Management
Basic Accounting for Business
Understanding Budgeting and Finance
Finance for the Non-Financial Manager
MOHR, Management Training
Atlanta Consulting Group Looking Glass, Management
Training
Managing People and Projects
Timeline Project Management Software
Technical
Experience
. Cisco IP Telephony
. Microsoft Word
. Microsoft Access
. Microsoft Excel
. Microsoft SQL
. Microsoft Project
. Oracle Database
. Microsoft Visual Basic
. Microsoft Visual Basic for Applications
. PRI
. CTI - Computer Telephony Integration
. IVR Integrated Voice Response
. Automatic Call Distribution
. Uniform Call Distribution
. T1
. UNIX
Life Experience
Licensed USCG Captain
Current CPR card
Current First Aid card
PADI Divemaster
References available upon request
Contact this candidate