Project Manager Customer Service

RANDY MILLS

*** ***** ***** *****

972-***-**** Hm

e-mail- *********@*****.***

OBJECTIVE

Obtain a position with a progressive firm where I can

utilize my established skills to provide cost-effective,

creative technology solutions to business problems, and

enhance the understanding and use of advanced technologies throughout the

target entity.

SKILLS

Project Management, Telecommunications Management, Facilities Management

Nortel Meridian 1 Option 11-81c,CS 1000E,Call

Pilot,Meridian Mail, Meridian Max/ Mte,

Meridian CCR, MAT,Symposium,Cisc0 5.0 & 6.0,Cisco Unity

Norstar Key System,OrderPro,Pronet, NICE Recording

Software, and MCI Interact Call Mgmt Software,Lucent

/Avaya: G3 & S8700, CentreVu CMS, Syntillect

IVR, Octel Voice Mail (250&350), Call Vectoring.

Switch view Call Accounting software, Davox CTI, PBX/ACD

Administration, Management, & Programming, Win

95/98/NT/2000 Office XP, Remedy Helpdesk Software, Aspect

Call Routing, Telegenix Reader board Software, and VPN's

EXPERIENCE:

HQ Global Work Place: Addison, Texas 04/05- 9/05

Single Point of contact for system failures and outages for 300 plus sites

nationwide.

Provide remote system administration on numerous PBX lines

consisting of Nortel Options 11-81,Avaya G3-S8700, and Mitel systems.

Continuously meet or exceed SLA?s with

average monthly ticket resolution of 96-100% success rate.

Provide ongoing user training on the Nortel Option

11-81,Call Pilot, Symposium, Avaya G3 and Intuity Audix administration and

features.

Citi Group Auto: Bedford,Texas 09/04- 4/05

Managed Nortel Options 11-81/AvayDefinity G3

& S8700 PBX equipment, systems and associated services.

Provide ad-hoc remote support for other regional PBX/ACD operations

centers.

Manage vendors and other support

organizations to provide high quality service to Citi Group customers.

Respond to and resolve trouble tickets for voice communications problems.

Coordinate and implement end-user move and change (MAC) activity.

Coordinate and implement project activities.

Provide continuity of business and crisis management support on demand.

Monitor PBX / voice network environmental conditions (capacity, security,

etc)

LAYNE CONSULTING 7/04 -7/04 (DALLAS, TEXAS)

TELECOMUNICATION CONSULTANT (Onsite Global Knowledge)

Provided consulting of the installation and configuration

of Symposium and Call Pilot into mobile training units

Interacted with Sr.Management in the design and

implementation of new lab topoligies for instructor led training courses.

Downloaded new firmware into approxiamately 300 new 3900 series Nortel Sets

Install Call Pilot /Miran Hardware into numerous Nortel Meridian1 Option 11

Configured and documented new Music and RAN routes for student guide of how

to program

Precision Infrastructure Inc. 11/02-2/04

Program Manager

Providing customer service and solutions with various types

of voice equipment. ( Nortel Option 11 thru Option 81 and

Lucent G3si; Voicemail - Octel, VMX, Meridian Mail, and Audix.)

Respond to Federal and Government RFP's & ROI

Project Manage all sub-contractors on technical and installation

Perform site survey for potential new client sites

Project telecommunication vendors,ILEC,CLEC,and LEC's

Provide Pre and Post Sales Engineering on new client installation and or

Upgrades

Performed new technician training on various software and or hardware

Daystar Television Network 05/02-11/02 (Colleyville, Texas)

Help Desk/Network Support

Support a call center of 200+ users within a Windows 2000/NT environment

Administrate Active Directory on daily basis

to consist of creating and deletion of accounts

Daily administrator of Exchange and Interjet E-mail Servers

Manage firewall software and alert notification for system wide failures

Installation of new software and hardware for all end user pc

Create specific user rights for departmental drives and applications

Migrated 200+ users /server from a WIN NT platform to WIN 2000

Perform daily tape back-ups utilizing ARC Server

LAYNE CONSULTING 08/01-05/02 (DALLAS, TEXAS)

TELECOMUNICATION CONSULTANT (Onsite Verizon)

Managed corporate telecommunications needs for 100+person

environment, Maintained and programmed

Nortel Option 11-81, Octel voicemail, CCR, and CTI applications

* Increased call-handling levels while decreasing staffing

costs through various Call Center automation projects.

* Custom Report development for Call Center scheduling and

forecasting, Sales analysis, and financial projections.

* Implemented ASPECT (TCS) Workforce Management resource scheduling

software.

* Assisted end-users with voice & data application problems

Assisted in installation configuration, and implementing numerous projects

* Implemented Auto Attendant applications in multiple

locations, freeing up administrative personnel from receptionist/operator

positions.

* Project Manager for Call Center CTI screen pop/scripting application.

* Developed, designed, and implemented

automated Tech Support, Order Tracking, and RMA applications

On Syntillect IVR, resulting in a 25% decrease in calls to CSRs.

* Performed cost/benefit analysis for IVR purchase and implementation.

* Designed and developed help-desk reporting application to track user

requests

ARCH WIRELESS 02/99 - 08/2001 (Dallas, Texas)

TELECOMMUNICATIONS SPECIALIST

Management, administration, and programming of all Call

Center Systems for dynamic wireless paging

service provider, in a Nortel-based call processing environment.

Negotiated contract with MCI, reducing cost by 65% on inbound/outbound

services.

Upgraded switching and ACD systems to accommodate ten-fold

growth. Developed custom reports to enhance client and internal reporting.

Implemented real-time reporting for management and supervisory staff.

Configured skills-based routing into ACD environment, increasing call

completion rate.

Project managed all moves, adds, changes consisting of 1000+ agents

Implemented ISDN PRI spans for greater functionality and data collection.

Interact with Local Exchange Carrier (LEC), Competitive

Local Exchange Carrier (CLEC), and Long Distance Carriers (LDDS)

Implemented Nortel CCR Advanced Features

routing to accommodate client needs and facilitate transfers.

Project Manager for new client implementations.

Developed custom reports to enhance client and internal reporting.

Implemented real-time reporting for management and supervisory staff.

Configured skills-based routing into ACD environment, increasing call

completion rate.

NISSAN MOTOR CORPORATION 1996-1999 (IRVING,TEXAS)

VOICE & DATA SUPPORT TECHNICIAN/HELP DESK

Daily maintenance of Davox CTI solutions for Call Center Customers

Provide day-to-day support with moves, adds,

and changes for an environment of 300+ users

on the Definity G3 PBX.

Programmed incoming DNIS's into Definity's Call Vector to translate to

skilled groups

Deployment and installation of new computer software(conversion of win95 to

win/NT)

Troubleshoot system failures and outages involving all Telco and data

hardware/software

Procure supplies for all wiring of telephony and data installations

Liaison with voice and data vendors to re-align maintenance contracts and

system issues

Created scripts via dial-up within the GEO-TEL software for increased

networking

capabilities consisting of 5 remote sites.

EDUCATION:

TYLER JUNIOR COLLEGE 1989-1991

BUSINESS ADMIN.

ITT TECHNICAL INSTITUTE 1991

ELECTRICAL ENGINEERING

NORTHLAKE COMMUNITY COLLEGE 1998

NETWORKING ESSENTIALS &WIN95

CERTIFICATIONS:

XII RELEASE 25 DATABASE ADMINISTRATION (NORTEL)

Nortel Meridian Option 11 Installation and Maintenance

DATABASE ADMINISTRATION (LUCENT/AVAYA G3)

Leviton Voice, Data, and Fiber Certification

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