Project Manager Customer Service
Resume:
Sandra E. King
Van Alstyne, TX 75495
abhvci@r.postjobfree.com
Excellent written and verbal communications skills, able to convey
technical concepts to end-users at all levels. An individual with a great
work ethic, and over 30 years of well rounded experience in the IT and
Telephony arena would prove to be a valuable asset to your company.
Tek Systems
June 2008 - June 2009
Telecommunications MAC Technician (One year contract to Country Wide
Mortgage / Now Bank of America Home Loans).
1st level support for customers using the Nortel Option 81C phone system
and voice mail systems Meridian Mail and Nortel Call Pilot.
. Perform on-site Moves, Adds and Changes using ProComm Plus software
for two buildings of a four building complex, approximately 1000
phones and voicemail boxes.
. Performed wiring cross-connects as needed to complete Moves, Adds,
Changes for phones.
. Updated telecommunications data bases as necessary.
. Provided connectivity for Aspect Call Center phones.
Techni-Logic Communications
July 2002 - April 2008
Customer Service Representative - Telecommunications Technician
1st level support for customers using the Nortel and Lucent product lines
including: Nortel Options 11, 61 and 81C, Norstar MICS & CICS, Lucent
Definity G3, IP Office, Merlin Legend, Merlin Magix, and voice mail
systems; Nortel Call Pilot, Octel 250 and 350, Octel VMX 200 & 300,
Voicemail Pro and AVST.
. Open trouble tickets and service orders using Tiger Paw software.
. Obtain vendor quotes for phone and voicemail equipment and cabling
supplies.
. Kept customer database and inventory database up to date.
. Prepare purchase orders for equipment & supplies.
. Schedule technicians for on-site trouble tickets, service orders and
installations.
. Perform remote MAC work using Norstar ICS, Procomm Plus, and WinSPM.
. Perform on-site end-user and system administrator training for the
Nortel Options, Norstar and Definity phone systems and the Nortel Call
Pilot, Octel and AVST voicemail systems.
. Program and maintain analog and digital networking of Octel 250 and
350 voicemail systems.
. Perform on-site end-user and administrator training for phones and
voicemail.
Bank of America
November 1995 - August 1999
Project Manager
Planned and managed small to large scale telecommunications projects for
all corporate offices and branches located in Texas. Projects included
individual user, departmental and corporate office relocations,
Installations at new branch and in-store banks and closing of some branch
offices after merge with another bank. During my employment with Bank of
America they primarily used Option 61's, 81C's with Meridian Mail and
Definity G3r's with Octel Voice Mail in their corporate offices and Nortel
Norstar's in the branches and in-store branches.
. Attended all project meetings to determine voice and data needs for
the project.
. Developed telecom budget for the project.
. Developed project plan using SuperProject Plus project planning
software.
. Assigned project plan tasks to appropriate resources and tracked
progress.
. Ordered and coordinated installation of all telecom equipment,
cabling, jacks, etc. and all data equipment, pc's printers, teller
equipment, modems, etc.
. Ordered and coordinated installation of all local, long distance and
T1 service.
. Coordinated installation of ATM's.
STM Mortgage Company
September 1990 - November 1995
Telecommunications Technician, Data Security Administrator, Remote Computer
Operator / Printer
Initially responsible for all remote computer operations and data security
administration. I was then promoted to Telecom Tech on Nortel Opt. 11.
. Scheduled and processed all production computer operations.
. Printed all reports and distributed to appropriate departments.
. Maintained data security for various mainframe computer databases.
. Performed all MAC work on Nortel Opt. 11.
. Performed any cross-connects needed in IDF and MDF.
. Replaced or re-wired phone and data jacks as needed.
. Assisted with all voice and data cabling & phone jack installation
for phone system relocation for the company of approximately 250
people.
Murray Financial (Murray Savings, Murray Mortgage)
December 1985 - September 1990
Disaster Recovery/Contingency Planner 1989- 1990, Computer Operator 1985 -
1989
Responsible for all computer operations of production and test
environments. Recovered and restarted any jobs that abended and insured
they ran to completion. Printed all reports and distributed to appropriate
departments. Ran system backups and prepared for off-site storage and
rotation. Developed computer operations procedures for all new
applications software. Responsible for performing pc network backups.
Became company's first Disaster Recovery/Contingency Planner
PC Operating Systems and Software
Windows 95, 2000, XP and Windows 7
MS Word, Excel, Power Point, Access
MS Super Project Plus
Computer Main Frame Equipment and Periphrials
IBM 4331, IBM 4241, IBM 4381 Periphrials - IBM 3480 cartridge tape drives,
IBM 3420 tape drives. Printers - IBM 1403, STC Cold Fusion Laser printer.
Phone Systems
Nortel Opt 11, 61, 81
Nortel Norstar
Lucent Definity G3
Merlin Legend
Merlin Magix
Aspect
Voicemail Systems
Meridian Mail
StarTalk
Call Pilot
Octel 100, 200, 300, 250 & 350 (Serenade and Aria)
AVST
Certifications
Nortel Familiarization
Nortel X-11 Feature Administration
AVST Administration
Contact this candidate