Customer Service Manager

Jeffrey G. Shriver

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

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

317-***-****(H)

Indianapolis IN 46229

317-***-****(C)

Career Objective:

To find an organization to utilize the skill base I have obtained in my years in the Telephony industry.

Having been in the industry since its infancy, I have managed various projects in new developments from SS7

conversion to the database and hardware implentation of VOIP using TCP/IP technology and later

utilizing CISCO equipment on the user side of the VOIP networks. By Managing a nationwide Digital

network and being responsible for any and all network design and changes, including VOIP, WAN, LAN

and Frame Relay, my abilities to implement, and troubleshoot has allowed my experience to thrive for not

only myself, but for the team and the organizations on both switch and user sides.

Experience:

T1 VOIP Cisco SS7 Tandem WAN Telephony

T3 VXML PBX Harris Switch LAN Alcatel

ISDN SIP PRI Multiplexer Smart Jack CSR UMTS

Windows Access Visio Ghost RDP

Dell

Excel Word Works Power Point FTP

Compaq

Career Experience:

Integration Support Specialist

Ontario Systems 2008

1150 Kilgore Avenue

Muncie, IN 47305

Supervisor: Clint Tutor -Integration Supervisor 765-***-****

Duties:

Test and turn up T1’s into the integrated Dialing equipment. Build and perform set up of dialing equipment

shipped to customer sites as well as upgrades and repairs performed on customer premise. Integration of T1, SIP

and VOIP into Dell, SBS as well as older platforms utilizing CISCO routers. Troubleshooting of any issues that

would arise between the Dialing equipment, PBX, and Outbound Carriers. Other duties included developing and

implementing customer premise inventory control program.

Telcom Analyst

Evotem 2006-2007

6345 Digital Way

Indianapolis, IN 46278

Supervisor: Tom Gray -VP Product Delivery 317-***-****

Duties:

Analyze and consult on customer Telecommunication platforms. Through analysis of customer invoices and CSR

information, my duties were to optimize Telephone, Wireless, and Data networks. Other duties included the

creation of in depth Network Diagrams as tools for customers IT departments.

T1-Tester

Fortune Wireless Contract 2006

6402 Corporate Drive

Indianapolis, IN 46278

Supervisor: Steve Schaale Project Manager 317-***-****

Duties:

Duties include test and turn up of T-1's at various Cingular Wireless Tower Sites. Working on the UMTS project

and testing with the Cingular Wireless RNC while trouble shooting problems that arise. Testing from both the

NIU and Surge Arrestors to determine the circuit status and corrections needed.

Manager Network Operations

One Call Communications 1986- 1989/ 1991-- 2006

801 Congressional Blvd.

Carmel IN, 46032

Supervisor: Ron Harris VP Network Operations 317-***-**** (cell)

September 1999 - May 2006 Manager of Network Operations

Duties:

As Manager of the Network Operations, primary duty is to maintain the Hardware, Database, and integrity of the

Long Distance Network as well as maintaining the satisfaction of the customer base. The Position required

interaction with vendors, Local Telephone Companies, Long Haul Companies, Larger Business Customers,

internal company departments, as well as any other entity needed to solve network situations. Position included

developing and implementing new technologies such as VOIP Hardware and Software using Class 4 Switching

equipment to Cisco routers. Other major accomplishments included managing of major projects including the

conversion from the Dex 400 to the Alcatel 600ES switch, as well as the AT&T conversion from digital to SS7

Circuits.

Other duties included serving as a Technical liaison for larger customers for both new service as well as Customer

Satisfaction. Department varied in size from 1-4 technicians who fell under the Network Department.

April 1991 - September 1999 Network Technical Support

As Network Technical Support personal, many of the same duties as the manager were performed and was often

referred to as the "go to guy". As Technician or as Manager, Position required being on call 24/7 and performing

duties at all hours of the day or night. Having a primary goal of serving the customer and maintaining the Network,

duties were multi-faceted with anything from building the database, to wiring and testing new circuits, to

coordination of vendor and customer meets.

July 1988 - January 1989 Network Site Supervisor

Transferred to Detroit Michigan Pop to oversee and maintain Harris 20/20 site. Responsibilities included the

monitoring, circuit turn up, and troubleshooting all facets of the Detroit Switch site.

December 1986- July 1988 Network Liaison

Duties included reporting, testing and maintaining the long distance network. Primary duty defined as the liaison

between the Customer Service Department and the Network Department.

Customer Service Manager

Cytel Communications 1989-1991

3838 N. Sam Houston Pkwy E. #400

Houston, TX 77032

Supervisor: Roger Scott President 281-***-****

Duties:

Duties as Customer Service included the proactive maintenance of the customer base. Department would also take,

report, and resolve customer issues both in house and on site. Other duties included assisting in the maintenance of

the switching equipment and data base.

Education::

Formal Education::

1980-1984 Ball State University Muncie IN

Degree: BS Marketing

1976-1980 John Marshall High School Indianapolis, IN

Diploma: College prep Studies

Other:

2004 New Horizons Computer Learning Center

Certificate: Server Administrator/ System Management

Carmel, IN

1994 DSC DEX 600 Maintenance

Certificate: Switch Manufacturer Training

Plano, TX

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