Project Manager Customer Service

JOHN TOOLEY

Home: 972-***-****

**** ******** ***** ******: 469-***-****

Frisco, Texas 75035 abmdwo@r.postjobfree.com

http://www.linkedin.com/in/johntooley1965mustang

SUMMARY

Project / Operation Manager with creative & strategic thinking utilizing

strong organizational, scheduling, coordination skills to deliver services

and resolve service issues timely for the customer & team. I'm experienced

at building and maintaining customer relationships at management levels for

both internal & external teams to deliver results. Motivated by the

challenges to resolve issues, quickly grasp & analyze the issue and to

develop the plan with required resources to be successful. Six Sigma

trained Key skills include:

. Experienced managing telecommunication installation & turn-up projects

for new and augmenting additional elements into on-line production

systems / Central Office & Data Center & DR Center

. Support customer billing and assist billing questions

. Service delivery and maintenance for 56k to OC48C circuits including

Ethernet services for US and International services

. Customer facing for status & coordination for new orders & maintenance

issues

. Create root cause reports for service issues and deliver to customer

. Manage Network Service; future planning & forecasting, load

balancing, migrate services to new location

. Computer skills: Microsoft Word, Excel, Outlook, Project Manager,

PowerPoint

. Routers, switches, circuit repeaters and CSU devices

. Cisco IP Phone system(PBX type system) equipment & AVAYA system;

manage with engineer team

PROFESSIONAL EXPERIENCE

AT&T / Government Solution Division, Dallas, TX

(July 1999 - Dec 2009)

Project / Operation Manager & 1st Level Escalation Manager

(June 2005 - Dec 2009)

Coordinated AT&T circuits for customer's sites for US & international

locations for new orders and maintenance on existing production circuits.

Office at customer world Headquarter and on-site POC (point of contact)

. Manage & Coordinate maintenance issues for Network production services

. Managed new service orders for circuits including Ethernet services

(56k to OC12C services)

. Captured documentation on new services and maintenance issues to

support Life-Cycle of services

. Coordinated with customer on all issues and addressed and/or resolved

their concerns in weekly meetings

. 1st escalation point to address customer questions

. Logged into CSU devices, and Cisco switches & routers to final test

circuits

. Create & manage maintenance spare plan and implement with 3rd party

vendor

. Rotated on-call duties for maintenance issues and customer escalations

. Manage Cisco IP Phone system (PBX type system) & AVAYA system with

engineer team for new system and life cycle on existing system

Customer Service Manager, Dallas, TX

(Oct 2004 - June 2005)

Contracted to AT&T through Paranet Solution Inc. Coordinated new AT&T

circuit installations for customer's sites and had same duties &

responsibilities as Operation position above.

Project Manager & 1st Level Escalation Manager, LNS Dallas, TX

(June 2000-Oct 2004)

Coordinated with the customer for AT&T current and future projects. Managed

employees & vendors

. Designed & wrote SOW (Scope Of Work) for Network projects.

Coordinated with Engineering, Network Planning and other internal

groups for current & future projects ensuring that requirements were

met.

. Assist other project managers/peers and providing technical support on

equipment & standards.

. Managed equipment installation & turn-up Network projects; Nortel

Sonet; OC-3. OC-12, OC-48, Optera DWDM metro system, Cisco Sonet;

15454 shelves (0C3, 0C12, 0C48), 15327 Sonet shelf, 15216 Sonet

shelves (filter shelf, amplifier shelf, DWDM shelf)

. Scheduled assignments, maintained personnel files, completed employee

appraisals and gave support as needed to all direct reports resulting

in strong team performance.

Project Manager, Dallas, TX

(July 1999 - June 2000)

Contracted to AT&T through Aerotek Telecommunication Services. Managed

employees and vendors

. Designed & wrote SOW (Scope of Work) for current and future projects

detailing the project to meet the customer's expectations within AT&T

standards.

. Managed equipment installation & turn-up Network projects; Nortel

Sonet; OC-3. OC-12, OC-48

. Coordinated with other departments within AT&T to get Network projects

completed on schedule.

Alcatel Network Systems, Plano, TX

(July 1996 - July 1999)

Area Field Supervisor

(June 1997 - July 1999)

Coordinated current and future projects; including scheduling personnel,

equipment and materials for multiple projects.

. Developed schedules for current & future projects and reviewed quotes

for SOW (Scope of Work) accuracy.

. Trained personnel on quality & installation standards for Alcatel &

customers standards

. Installed & cable DSX panels for DS1 & DS3 & optical circuits.

. Install telecommunication equipment 1631SX LMC & SMC, 1630SX, 1633SX

w/circuits

. Test fiber & copper circuits to verify functions on DS1, DS3 and

optical circuits to complete installation of new orders.

. Installed power cables from the equipment into the BDFB

. Installed timing & telemetry cables and terminated into the equipment

. Trained to read and mark drawings & specs for equipment installation

per Bellcore standards.

Field Tech, Field Supervisor, Plano,TX

(July 1996 - June1997)

Contracted to Alcatel through Superior Design Company. Coordinated projects

in the field between customer & Program Manager. Supervised site personal

for quality & production on telecommunication installation projects.

. Install telecommunication equipment 1631SX LMC & SMC, 1630SX, 1633SX

w/circuits

. Terminated power cables into equipment and BDFB (Battery Distribution

Fuse Board)

. Terminated signal cables on equipment from abam, coax and fiber

Tooley Construction, Corpus Christi. TX

(Nov 1986 - July 1996)

Owner / Operating Manager

Managed up to 15 employees & sub-contractors. Coordinated up to 8 working

projects at a time

. Bid and managed small & large projects in the home construction

industry

. Completed pre-project surveys & estimates for all projects

. Skilled in electrical, plumbing, carpentry, masonry, concrete,

painting and dry wall

EDUCATION & PROFESSIONAL DEVELOPMENT

General Studies, Northwest Missouri State University, Maryville, MO

AT&T Training Quality Standards

NVT and AT&T standards

OSP Fiber loss & calculation

Alcatel Training Specs & Drawings

BNC Coax Connections

College/Vendor/Ot Cisco Sonet equipment; 15454 & 15216 & 15327 shelves

her Training Certification for training personnel on BNC/Coax

Connectors installation

General Installations Workmanship & Practices

SWB TP76300 manual

Electrician course: National Electric Code

Air conditioning & Heating practices & Workmanship

Management Training Program - personnel & inventory

control

Boy Scouts of

America Eagle Scout

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