Manager Customer Service

Cruz SantiagoSepulveda

Email: *********@********.***

Address: ***** **** ***** *****

City: Weston

State: FL

Zip: 33331

Country: USA

Phone: 954-***-****

Skill Level: Experienced

Salary Range: $90,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Strengths and Expertise:

Supervision of Telecom Daily Operations and Personnel

Telephony Solutions Planning / Implementation / Management

Telecommunications and Cabling Infrastructure Design and Implementation

Contact Center Support; Customer Service 24/7

Leadership / Mentoring / Team Building

Management of Telephony Projects

Vendor Management

Budgeting & Cost Controls

Disaster Recovery Planning and Implementation

Administration of Nortel Systems: Succession, Call Pilot, BCM

Administration of Avaya Systems: Call Manager, Audix, CMS

Audio/Visual Systems Management and Support

Professional Experience:

BankAtlantic

Telecom Supervisor / Lead Telecom Engineer, Ft. Lauderdale, FL 6/01 2/13

Managed the daily operations of the Telecom Team in support of two call centers and one-hundred branch locations across the State of Florida.

Managed all aspects of the corporate voice platforms.

Planned and coordinated the implementation of all telecommunications facilities and services for the Banks new Headquarters building in Ft. Lauderdale, including structured cabling, a Nortel Succession PBX and all Audio/Visual systems.

Coordinated the rollout of a Nortel BCM branch telephone solution.

Coordinated the implementation of an Avaya Call Manager system.

Coordinated all Telecom Disaster Recovery planning and testing.

Coordinated the cutover of the enterprise telephone system from TDM to SIP technology.

Coordinated the installation and upgrades of telephony solutions: Edify IVR, Phillips and Nuance Auto-Attendants, Genesys (call routing), Presence (call routing), Avaya CMS (reporting) and NICE (call recording).

Coordinated the transition of all voice services during BB&Ts acquisition of BankAtlantic.

VISA International

Sr. PBX Analyst, Miami, FL 6/96 6/01

Managed the company's telephone infrastructure: a Nortel Option 61C and 51C PBX Systems and Meridian Mail at two Miami Headquarters offices, five Nortel Option 11 PBX Systems at Sub-Regional offices, and T-1's, trunks and tie-lines to Central Offices and other VISA locations.

Performed local and long distance bill audits; monitored for waste, fraud or abuse.

Effected voice adds, moves and changes.

Planned and implemented all phone system upgrades.

Maintained equipment inventory.

Provided audio and video conferencing support.

Managed all voice and data cabling.

Designed and implemented structured cabling at the new Miami Headquarters buildings as well as inter-building communications.

Ensured the availability of uninterruptible power to all critical areas; Coordinated maintenance to UPS, backup generator and electrical distribution systems in the NOC.

Network Specialist, Miami, FL 2/92 6/96

Managed the data connectivity to member banks through an N.E.T. IDNX network, hub sites at local telephone company facilities and an AT&T/Tridom VSAT network.

Troubleshot digital and analog circuits throughout Mexico, Central America, South America and the Caribbean.

Coordinated the resolution of operational problems with member banks, vendors, counterparts at other VISA locations and systems analysts and engineers. Escalated problems to senior VISA and vendor management.

Coordinated and supervised daily computer center operations. Answered inquiries and provided support to all VISA member banks.

United States Air Force

Telecommunications / Computer Network Systems Control Specialist (Sergeant)

Coordinated restoral actions, troubleshooting and maintenance of circuits and communications/computer systems.

Operated precision test equipment to isolate and correct conditions causing degraded service.

Developed and implemented contingency operations plans

Torrejn Air Base, Madrid, Spain 10/89 9/91

Responsible for the 16th Air Forces audio and data circuits and inter-switch trunks throughout Europe.

Supervised all military and commercially maintained sites in Spain as their Facility Control Office.

Maintained a 500-volume Regulations/Operating Instructions library as the facilitys Publication Manager.

Buckley Air National Guard Base, Aurora, CO 5/86 9/89

Responsible for the quality performance of critical audio and data circuits for the Defense Communications System in support of AFSPACECOM, NORAD, SAC and other National Command Authorities.

Identified downgrading trends in circuit reliability and recommended corrective actions as the facilitys Trend Analysis Program Manager.

Trained and qualified newly assigned personnel.

Education:

University of Miami Miami, Florida 2000

Successfully Managing Telecommunications (Completed Course)

Northern Telecom Richardson, Texas 1996 - 1998

Options 11 - 81C Installation and Maintenance Course; Basic Database Administration Course

Air Training Command, USAF Biloxi, MS; Aurora, CO; Madrid, Spain 1985 - 1991

Supervisors On-the-job Training Course; Non-Commissioned Officers School; Telecommunications Systems Control Upgrade Training; Telecommunications Systems Control Specialist Course; Technical training in Basic, Intermediate and Advanced Electronics

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