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

Medina, OH *****

Home: 330-***-****

Work: 216-***-****

Email: abncaj@r.postjobfree.com

Cheryl E. Arbogast

Summary of Qualifications

Demonstrated broad-based skills within the world of telecommunications.

Ability to establish rapport and build trust-based relationships across all

levels of the organization. Ability to maintain and administer

telecommunication systems, specifically Avaya platforms. Knowledgeable of

local area networks, local exchange networks, facilities, and distribution

wiring. Proven track record to work with Telecom service providers and

vendors within the US and Canada. Ability to analyze and troubleshoot

network and hardware issues and ability to develop solutions to maintain

quality levels of service.

Experience

August 2001 - Present National City Corporation,

Cleveland, OH

. Designed and developed voice disaster recovery procedures, generated

client documentation and testing procedures using a Project Management

process.

. Project Management coordination of voice disaster recovery plans from

zero published or tested plans to over 200 published and tested plans

requiring additional resources to meet customer demands. Work daily

with customers to document needs and expectations and to find a cost

effective means to provide a quality and reliable plan that is easy to

use and understand.

. Regular interaction with outside service providers and vendors, review

Service Level Agreements and work to improve as needed, update

contracts as needed, and cut recovery costs where possible.

. Responsible for voice recovery support for National City in a nine

state footprint and Canada.

. Provide Disaster Recovery tactical and strategic input on major voice

projects working directly with the Corporate Voice Engineering team.

. Completed voice network diversification project and continued

monitoring network to provide consistent diversification of service.

. Annual review, updates, and testing of all voice recovery plans.

. Regular interaction with Federal Reserve examiners, Department of

Homeland Security, Corporate Audit, and Corporate Business Resiliency

groups.

. Responsible for managing contract resources.

. Daily interaction with internal business customers providing

consistently high customer service levels.

. Provide cross support to other Disaster Recovery teams

(WAN/Lan/Desktop/Alternate Space) to ensure recovery plans work for

business units and are not platform specific.

. Provide 24 x 7 on call support.

. 2001 to current date supported 29 voice situations across the National

City footprint.

February 2000 - July 2001 Danly IEM, Middleburg, OH

* Telecommunications Analyst

. Managed Avaya telecommunication systems, including voice mail systems

for 10 geographically dispersed facilities, 7 of which hosted

distributed call centers.

. Managed telecommunication system installations, system moves, and

system deinstallations.

. Monitored and managed networking for all US facilities.

. Completed site reviews, documented facilities in relation to

telecommunications; insured that physical location of

telecommunications equipment was located in clean and secure

environment.

. Dotted line leadership responsibilities for team of four individuals

at remote facilities.

. Generated a logging process for customer issues. This was used to

resolve issues and provide feedback to customers (internal or

external).

. Managed vendor relationships and contract negotiations.

. Accountable for $3 million telecommunications budget.

. Responsible for invoice reconciliation and approval.

. Responsible for netting over $500,000 in annual savings within first

12 months on the job.

. Provided 24 X 7 support.

1999 - 2000 Imperial Home D cor Group, Beachwood, OH

* Telecommunications Analyst

. Managed five facilities in the United States and two in Canada.

. Administered Siemens PBX and voicemail systems, Aspect switch, Nortel

PBX, and Lucent PBX and voice mail systems.

. Monitored and managed networking for all US and Canadian sites.

. Project manager for installation of new Aspect call center switch in

Canadian office.

. Completed a successful Year 2000 readiness plan.

. Completed site reviews, documented facilities in relation to

telecommunications; insured that physical location of

telecommunications equipment was located in clean and secure

environment.

. Dotted line leadership responsibilities for four US and two Canadian

facilities, including four remote call centers.

. Generated a logging process for customer issues. This was used to

resolve issues and provide feedback to customers (internal or

external).

. Managed vendor relationships and contract negotiations.

. Accountable for $2.5 million telecommunications budget.

. Responsible for netting over $100,000 in annual savings in the first

year.

. Provided 24 X 7 support.

1998 - 1999 KCN Communications, Burbank, OH

* Telecommunications Consultant

. Independent consultant contracted to Lucent Technology customers.

. Provided full service telecommunication systems management, including:

o Switch administration

o Invoice reconciliation

o Multiple site support

o Call Center support

o Announcement administration including documentation

o Switch documentation

o System analysis of capacity and growth potential

o Recommendations for upgrade paths and Year 2000 readiness

o Lucent certified training

1994 - 1998 Bell & Howell PSC, Wooster & Richfield,

OH

Telecommunications Systems

Specialist

. Consulted with BTS Communications on the following:

o Co-led three projects that updated PBX and voice mail systems at

all three locations. Included documenting all existing voice

jacks and extended demarks.

o Oversaw the telecommunication cabling during the construction

phase of a new corporate office building.

o Oversaw networking change requirements based on new corporate

facility and move.

o Successfully managed the move of the corporate call center to a

temporary location during the overall corporate move then

managed the move of the call center into new corporate location.

o Managed the successful relocation of the corporate office PBX

and voice mail system.

. Managed vendor relationships and contract negotiations.

. Managed Lucent telecommunication systems including voice mail for

three facilities within the United States.

. Responsible for day-to-day operation of all telecommunications related

equipment including voice networking.

. Managed daily moves, adds, changes activity at all three facilities.

. Completed invoice reconciliation and approval process.

. Provided 24 X 7 support.

Education

. Hicom 9000 LC-WIN and EMML Systems Administration

Siemens Technologies

. Definity ECS Generic 3 Automatic Call Dist with Call Vectoring

Lucent Technologies

. Definity G3I Basic Switch Administration

Lucent Technologies

. Audix Basic Administration Lucent

Technologies

. System 75 Basic Switch Administration

Lucent Technologies

. Professional Practices for Business Continuity Professionals

Disaster Recovery Institute

. Understanding Voice over IP Teracom

Training Institute

. Studies in Business Management Ashland

University

. Diploma North Central

High School

Professional Memberships

. InAAU International Alliance of Avaya Users

. CPO Contingency Planners of Ohio

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