Customer Service Manager

Glen A.

Patania

**** ***** ***.

***/***-****

Martinez, CA. 94553

********@*********.***

Telecommunications

Fifteen years experience in the telecommunication field with three large

companies and two start-ups

focusing on installation, configuration and maintenance of large phone

systems.

Telecommunications Specialist experience includes team leadership, project

coordinator, system administration, design, preventive maintenance

scheduling, diagnosing and correcting equipment and system malfunctions

software/hardware for VOIP Avaya Communication Manager, Avaya Modular

Messaging, Siemens 9005, 9006 PBX and PhoneMail, Spectralink wireless,

Ericsson GSM PCS wireless networks. Install network distributions switches

HP 6200, 3500, 2626 and Cisco Catalyst 6500 Installation and

Configurations.

Evaluated and managed vendor support as Telecom Specialist and established

quality customer satisfaction and maintained the focus of customer first

approach by delivering and prioritizing projects that include Kaiser

facilities all over the Bay Area, the Oakland A's, and the USGS phone

systems resulting in timely budgets and contract extensions. Remedy IT

Management application trained.

Education

B.S. Organizational Behavior, University of San Francisco, San Francisco,

CA, August 2003

Senior Research Paper: Customer Service/Repeat Business

A.S Computer Electronics, Heald Institute of Technology, Martinez, CA

January 1994

Work

History

Four Point Technology, Contractor, DOI USGS, Menlo Park, CA

July 2009 - December 2009

Telecom Specialist - providing integrated products and services to the

Federal Government.

System Administration, design, preventive maintenance scheduling,

diagnosing and correcting equipment and system malfunctions

software/hardware for VOIP Avaya Communication Manager, Avaya Modular

Messaging, Cable Cat5 to locations and fix jacks. Install network

distributions switches HP 6200, 3500, 2626 and Cisco Catalyst 6500

Installation and Configurations.

ITS, Independent Contractor, Sierra Madre, CA

April 2003 - June 2009

Telecom Specialist - System Administration, design, preventive maintenance

scheduling, diagnosing and correcting equipment and system malfunctions

software/hardware on all Siemens 9005, 9006 phone systems, PhoneMail and

Spectralink CHK3000 wireless phone systems at the DOI USGS, Menlo Park, CA

and all Kaiser Facilities throughout the Bay Area.

Med X Connect, Sacramento, CA

November 2000 - March 2003

Telecom Specialist - Project Coordinator, System Administration, design,

preventive maintenance scheduling, diagnosing and correcting equipment and

system malfunctions software/hardware of telecommunication for customers

with Siemens 9005, 9006 and PhoneMail, Spectralink wireless phone systems.

Empowered self-managed teams based on experience. Evaluate and managed

vendor support.

PacBell Wireless, Pleasanton, CA

October 1999 - November 2000

Field Technician - Monitoring and maintaining Ericsson GSM PCS wireless

network. Troubleshoot and maintained wireless cell sites throughout the

Bay Area.

Siemens, San Ramon, CA

February 1997 - October 1999

Telecom Analyst - System Administration, design, troubleshoot and

maintenance on all Siemens 9005, 9006 phone systems, PhoneMail and

Spectralink CHK3000 wireless phone systems, for various customers.

IBM/TSS, Las Vegas, NV/ San Francisco, CA

January 1994 - February 1997

Field Technician - Troubleshoot and repair PC, Printers, and local and wide

area networks. Upgraded memory, swapped out system boards, battery

supplies and miscellaneous parts, for various customers.

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