Customer Service Manager
Resume:
Vaughn Ephriam
Kissimmee, Florida 34758
abl9mb@r.postjobfree.com
Personal Profile:
I am a highly motivated, well-trained, productive communications
professional with extensive qualifications in telephony repair. Strengths
include adaptability and versatility in all phases of installation,
operation and maintenance of, as well as, management of communications
networks.
Professional Experience:
Orange Lake Family of Resorts
Manager of Telecommunications Engineering
December 2008 until November 2009
. Managed a staff of four including: two analysts, one engineer and a
dialer administrator.
. Project managed and troubleshot Mitel 3000 installation in VT.
. Re-configured Aspect dialer along with the Aspect Administrator.
. Responsible for PBX security and access into PBX, Voicemail and Telephony
Manager 3.0.
. Configured and trained staff on remote sites PBXs and ancillary
equipment.
. Installed and troubleshot Cisco equipment such as Cisco CallManager and
Unity.
. Designed and programed Nortel and Cisco VoIP phones and ancillary
devices.
. Configured telecommunications systems for 4 remote properties.
. Used programs such as PC Anywhere and Log-me-in to troubleshoot remote
properties.
. Project managed and installed and configured servers for NICE
installation.
. Project managed and installed and configured servers for Envox
installation.
Orange Lake Family of Resorts
Telecommunications Engineer
December 2006 until December 2008
. Coordinate company moves with line technicians.
. Configure and troubleshoot Aspect dialer along with the Aspect
Administrator.
. Responsible for PBX security and access into PBX, Voicemail and Telephony
Manager 3.0.
. Configure and train technicians on Cisco CallManager and Cisco Unity.
. Install and troubleshoot Cisco equipment such as Cisco CallManager and
Unity.
. Coordinate movement of PBX and ancillary equipment.
. Design and program Nortel and Cisco VoIP phones and ancillary devices.
. Configure telecommunications and CATV services for remote properties: OL
Ascutney, and OL Grand Geneva.
. Configure and project managed Cisco CallManager/Unity upgrades from 4.1
to 6.1.
. Project manages, implement and troubleshoot Envox and CTI PhoneLink into
call center environment.
Orange Lake Family of Resorts
Telecommunications Line Technician
June 2005 until December 2006
. Complete moves, additions and changes for guests and administrative
staff.
. Troubleshoot analog and digital line problems.
. Troubleshoot CATV field and room troubles.
. Troubleshoot Muzac troubles.
. Interface with help desk personnel to issue quick resolution to trouble
tickets.
General Fiber/ Adelphia Cable
Collections and Disconnect Technician/Group Manager
March 2004 until April 2005
. Collected payments for past due accounts.
. Climbed poles and opens pedestal to complete connections.
. Completed disconnection of service for past due accounts.
. Organized cash, checks and credit card payments for turn in to the
office.
. Interfaced with customer service to ensure the timely restoration of
service to the client.
. Managed group to ensure paperwork is completed on time and correctly.
. Assembled all credit card slips; cash, money orders and checks are
properly turned in to Adelphia.
CFI/Westgate Resorts
Telecommunications Manager
August 2001 until May 2003
0. Was responsible for the maintenance and continued upgrade of 14 Hitachi
switches, 10 Lucent switches, 2 Panasonic key systems, 2 Mitel 200, Mitel
2000, 1 Nortel Option 51, 1 NEC switch, supporting 26 resorts, 4
corporate facilities and 1medical facility.
1. Managed a staff consisting of: 6 technicians, 2 system administrators
and two billing analysts.
2. Implemented a cabling and labeling standard company-wide.
3. Completed installation of 3 DS3s to support Ocoee call center.
4. Implemented training programs for technicians and admin staff.
5. Tested network cabling as required.
6. Pulled and terminated voice and data cabling as required.
7. Received and cleared trouble tickets concerning voice and data cabling.
8. Planned and installed T-1 circuits into communications switches as
needed.
9. Worked on Avaya CMS and Intutity platforms.
10. MAC work performed on call center vectors and VDNs.
11. Monitor traffic studies to insure that any call overflow was routed
properly to avoid high abandonment rates.
12. Was responsible for billing and tracking of 350+ Nextel phones.
CFI/Westgate Resorts
IT/Telecommunications Project Manager
December 2000 until August 2001
13. Consulted with management and reviewed project proposals to determine
goals, time frames, funding limitations, staffing requirements and
allotment of resources.
14. Developed project plans specifying goals, strategy, staffing,
scheduling, identification of risks and contingency plans.
15. Assigned duties, responsibilities and scope of authority to project
personnel.
16. Established standards and procedures for project reporting and
documentation.
17. Prepared project status reports and kept management, clients, and staff
informed of project status and related issues.
18. Instrumental in the installation and upgrade of Lucent Merlin Legend
and 2 Lucent Definity systems in various sites.
19. Planned and supervised installation of MDFs and IDFs Company wide.
20. Installed networking equipment and programmed equipment as needed.
21. Project managed the required voice and data requirements for the
opening of the following resorts: WG South Beach, WG Williamsburg, WG
Greenlefe, WG Blue Tree, WG Park City, WG Las Vegas (Flamingo Bay) and PH
Towers by Westgate.
Education:
June 1993 to Present
22. Administrating Cisco CallManager and Unity (ACCMU), Orlando, FL
23. Molex CAT6 Installation Training, Winter Garden, FL
24. Concerto EnsemblePro Gateway Administration and Configuration, Miami,
FL
25. Counseling and Disciplining Employees, Orlando, FL
26. Avaya Basic System Administration (G3R)(CBT), Orlando, FL
27. Avaya CMS Supervisor Administration (CBT), Orlando, FL
28. Meridian Basic Alternate Route Selection, Richardson, TX
29. Meridian Mail System Administration, LaPalma, CA
30. Meridian XII Basic Database Administration, Richardson, TX
31. Meridian 1 Options 21-81 Maintenance, Richardson, TX
32. Meridian 1 Options 21-81 Familiarization, Richardson, TX
33. Associated Technical College, San Diego, CA
34. Additional training on the following systems: Merlin Legend, Avaya
Definity Prologic, Nortel Option 11, Nortel Call Pilot, Nortel PC
console, Toshiba Systems, Comdial, Norstar MICS and CICS, 1A2, Lucent
Merlin Legend, AT&T Partner, Hitachi systems, Switchview, Nortel MAT,
Homisco, Jazz and Xeta call accounting systems, TCP/IP and all types of
copper and fiber cabling terminations.
Citations and Awards:
. IT Excellence award for 3rd quarter 2008
. Co-Employee of the Quarter for TSG (3rd quarter 2005)
35. Customer Service Ambassador (Feb. 2001)
36. Peabody Golden Duck Award (Dec.96)
37. Peabody Rookie Award (Oct.95)
38. National Defense Medal (Desert Storm)
39. Meritorious Mast (for outstanding performance during Desert Storm)
40. Marine Corps Good Conduct Medal
Contact this candidate