Customer Service Project

David W. Waybright, PMP

916-***-**** - *******@*****.***

____________________________________________________________________________

____

Objective / Summary: Project Management position in a Multimedia, Telecom

or IT organization where customer management and project management skills

are essential.

Skills

Project Management Methods Strong Time Management Experienced Tech

Skills Trainer

Stakeholder Protection Organizational Skills Experienced Tech

Team Building & Mentoring Strong Written & Verbal Training Course

Communication Plans Communication Skills Writer

Strong Milestone Mgt Public Speaking Experience Classroom management

Risk Management Comfortable in small & skills

Quality Management large groups Domestic and

Client Needs Assessment Customized Presentations International travel

Client Relations & Process Development for as an Instructor

Retention focused training or projects Detail Oriented

Problem Solver

o Proficient with MS Project, Visio, Office, Excel, Word, PowerPoint,

Access, LiveMail, Outlook, Adobe Acrobat and WBS Pro and SharePoint

usage.

o Windows (XP and Windows 7) and Mac computer proficient

Qualifications

PMI credentialed (CAPM, PMP), Avaya credentialed (APMA) Project Management

Over six (6)years experience managing projects with telecom, VOIP and IT

components

Over fifteen (15) years customer service and project management of Voice,

VOIP and Data

Over twenty (20) years experience in carrier and enterprise telecom

technology (mechanical, electronic and digital, AC and DC power related to

large plant Telco systems.

Over 7 years experience as lead technical instructor and course writer

BS in Electronic Systems - Southern Illinois University

Professional Accomplishments

Project Completed 100+ projects valued between $110,00 and $220,000

Manager each, with 95% of projects on time.

Multiple Managed 50+ installs and upgrades with 3 or more agencies

Teams Mgt internal and external to the company,

Actively managed deliverables, ensured timely delivery and

completion

Active process control, resulting in consistent project

outcomes.

Senior As individual contributor and department manager, worked

Customer directly with customers on technical and process related

Service issues with the product.

Manager Trained and mentored customers and coworkers on hardware,

software and processes.

Product Managed supply chain risk assessment/mitigation activities

Portfolio with the objective of ensuring critical supply delivery with

Management fewer than 5% late cutovers and improved cash flow.

Skill Set Actively updated skill sets by earning CAPM, PMP, APMA and IIL

Management Ms Project certifications to further refine job skills and

increase effectiveness in assisting team members.

Mentored co-workers on PMP preparation with all passing on

first attempt

Professional Experience

Project Management Consultant June 2010 -

Present

Quagga - Folsom, CA - Advising on Nortel CS1K upgrade for large hospital in

So. California

o Actively managed Quagga and customer deliverables

o Proactive process enforcement ensuring consistent project performance

Proactive Volunteering in the Community April 2010 -

Present

o Project Management Institute - Sacramento Valley Chapter - Assisting

Career Development Team

o Sacramento Professional Network - Sacramento Works Career Center -

Education Committee - Sacramento, CA

Avaya Inc. (Nortel, Avaya) July 1985 -

April 2010

Senior Project Manager 2005 -2010 Nortel (Avaya) Project Management

Services - North America

o Project managed 6-8 projects at any given time for clients ranging from

Aon, CSC, Delphi, state and municipal governments, telecommunications

distributors and utilities

o Managed the Voice IP enabling of 20+ customer PBX sites. Identified IT

component risk factors and developed consistent IP configuration setup

strategy for end office through Session Border Controller. Result: fewer

'upgrade day' issues and consistent solution outcomes.

o Managed multisite VOIP deployments including a 3000+ line solution with

dual processing redundant core sites, 17 remote locations and integration

with MS OCS and multisite 911 handling.

o Identified and maintained risk management throughout the projects to

ensure timely integration and seamless cutover for the customers. This

resulted in a zero outage cutovers for these complex solution

deployments.

Nortel Customer Service Manager, Pacific Region Aug 1996 -

April 2005

Customer service management for U.S. Southwest region. Managed CCMIS, ISDN

and MDC Centrex customer service issues and installations in the Pacific

region including the Pacific Bell and Southwester Bell footprints.

o Established standardized end to end CCMIS quotation, ordering and

deployment process. Result: consistent and reliable delivery and customer

satisfaction.

o Assisted and mentored customers in their deployment of Nortel solutions

to include strategic and tactical support of their projects - Result:

Customer retention!

o Established a consistent project deployment and escalation process to

provide the customer with a visible and tangible means of managing and

mitigating risk issues. Result: Improved customer satisfaction

Senior Training Instructor - Nortel Sacramento Training Center Oct

1989 - Aug 1996

Provided lead instruction on DMS-100/200 hardware and software -

maintenance and advanced tech support instruction including ISDN

engineering, datafill and Customer Premise Equipment deployment and

maintenance.

o Developed the advanced ISDN Protocols Analysis course delivered to

audiences world-wide.

o Provided leadership on advanced DMS-100 hardware and software support

training. Leveraged experienced from technical support to provide the

most effective real world training value to the customers.

o Provided customized training experiences for domestic and international

audiences in U.S., UK, Puerto Rico and Australia.

Technical Support Engineer - Nortel DMS-100 Technical Support July 1985 -

Oct 1989

Provided front end, network and peripheral equipment support for the DMS-

100/200 family of digital switching systems.

o Lead field engineer for the Nortel Ecore/Supernode front end deployment

1987.

o Supported distributor/telephone companies across North America.

o Supported the Ecore/Supernode rollout and provided lead software support

on the Supernode platform.

o Provided 1st and 2nd level software support for installations and

upgrades on the DMS-100. platform. At time of departure, was one of three

SuperNode qualified software/patch qualified engineers.

Citizens Utilities, Kingman, AZ - CO Supervisor, CO Engineer Jan

1982 - July 1985

U.S. Air Force, Non Commissioned Officer - Last Position E6 (Tsgt) Sept

1972 - Jan 1982

EDUCATION

BS Electronic Systems - Southern Illinois University

CERTIFICATIONS

APMA - Avaya Project Management IIL MS Project White Belt Certified

Associate IIL MS Project Orange Belt Certified

PMP - PMI Project Management IIL MS Project 2010 Trained

Professional Nortel QSP - Qualified Sales Professional

PMI - Sacramento Valley Chapter FCC General Radiotel License w/ Radar

Member Endorsement

CAPM - PMI Certified Associate

Project Management

Contact this candidate