Manager Customer Service

Barbara J. Caram

**** ********* ***** ( Hurst, Texas 76054

H 817-***-**** ( C 214-***-****

abjs8z@r.postjobfree.com

SUMMARY

A reliable, dedicated information technology professional with

extensive experience in voice communications administration, contract

negotiations, billing, vendor relations, equipment management,

customer service, change coordination, updates, hardware and

implementations. Works well with all levels of an organization.

Ensures voice services remain functional at all times while seeking

ways to reduce costs. Secures best pricing for new applications to

provide company and employees with the best technology to enhance job

performance.

COMPUTER SKILLS

Cisco Call Manager Server, version 6.1.1, Microsoft Office Suite

2003,2007, Blackberry Enterprise Server, Mitel 2000,version 34.2.0.20

Windows XP, Sharp MFC

EXPERIENCE

TEXAS INDUSTRIES INC. Dallas, Texas

Communications Administrator 1972-2009

. Managed all voice related operations, including wireless, land lines,

long distance, PBX equipment, small systems, VOIP conversion, video

conferencing, on hold system and all related billing.

. Responsible for 1,500 wireless devices company-wide including

purchasing equipment, choosing appropriate rate plan, repair and

billing.

. Introduced and managed installation of Nextel devices in 350 truck

fleet for improved communication with drivers. Cancelled various radio

frequencies used by old truck radios and sold one radio frequency to

wireless carrier, securing $100,000 sale for company.

. Introduced and managed engineering to obtain wall-to-wall coverage on

two large cement plants for Nextel usage on site at no cost to the

company.

. Through consolidation/negotiation with wireless vendors, helped save

the company over $137,000 on wireless services in the last 15 months.

. Submitted rebate information on wireless phones, obtaining over

$10,000.00 for the company in the last two years.

. Helped arrange inside wiring and outside cabling as needed for all

locations for voice and data, including buried cable, overhead and

fiber runs.

. Developed and managed voice services for 135 locations. Determined

best, most cost-effective vendor, negotiated pricing and secured

contracts for land lines and for the equipment consisting of everything

from single line phones to large PBX equipment. Programmed many of the

adds, moves and changes on the equipment side. Co-coordinated

dispatching of equipment vendor to resolve issues and perform

installations.

. Maintained all voice land lines and long-distance services including

additions, moves, changes and repair. Maintained analog lines,

multiple T1 and PRI circuits for local and long-distance services.

Reported and tracked all issues. Coordinated and managed several

corporate-wide changes to new voice line vendor to obtain better

services and rates. Worked closely with account teams and repair

technicians regarding all associated services.

. Implemented conversion to Cisco VOIP from traditional PBX equipment.

Added seven plants and two regional office locations to Cisco Call

Manager VOIP solution, saving $4,205 in recurring monthly phone line

charges thus far.

. Completed phone installation, programming and training to save on cost

of hiring engineers. Developed and managed installation of three call

centers to better manage customer calls and dispatching of trucks for

customer delivery.

. Held responsibility for coordination and installation of auto attendant

at corporate office, working closely with users for proper call flow.

. Installed Unity Voice Mail licenses to offer unified messaging to

users. Provided training on application.

. Interviewed, negotiated and determined vendor for multi-point Tandberg

video conference system and T1 circuits needed to operate system.

. Organized, ordered and set up "On Hold" recording system, including

obtaining new information for updated recordings and coordinating

installation.

. Held responsibility for large detailed monthly voice communication

billings. Ensured appropriate charges, resolved disputes and input

billing in a timely manner. Used vendor web portals for ordering,

questions and billing as available.

. Managed purchase/installation of copiers, faxes and multifunction

equipment. Negotiated contracts for best pricing on units and monthly

use. Kept all units functional at all locations. Kept office

equipment updated and maintained leases, ensuring best pricing on a

corporate basis. Changed individual office printers encouraging use of

networked copiers and decreased monthly printing costs/supplies.

. Achieved sales and cut monthly expenses by selling older PBX systems in

the secondary market.

. Acted as supervisor of help desk area.

PROFESSIONAL DEVELOPMENT

Cisco Call Manager Basic Administration Certification

Microsoft Excel Class

Time Management Class

Project Management Class

Individualized Training by Mitel Technicians

Individualized Training by Cisco Engineers

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