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Telecommunications Management

Bayonne, New Jersey, United States
May 20, 2017

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Joseph F. Heyer III

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

Spotswood, NJ 08884-1137



A voice technology professional seeking a challenging position with the development and implementation of a successful telecommunications strategy; allowing opportunities for growth and development.


HP Enterprise Services (formally EDS) / Con-Way Freight/Menlo Worldwide Logistics account

Network Voice Engineer – Network Delivery Management Group Oct 2012 –Present

Warehouse and logistics center voice network support:

Con-Way Freight and Menlo Worldwide Logistics have warehouses throughout the country, they relocate locations often. Seamless transition, relocation of their Voice Network is an essential part of their business.

Day to day support of nationwide warehouses and logistic centers’ voice network.

Prime contact for all vendors to place Circuit orders, assist with issues, installations, disconnects.

Review invoices and resolve issues found with major carriers and local Telco’s.

Reports, circuit inventory, technical advising on best practices.

Cisco training and certification completed:

oCIPT1 8.0 – Implementing Cisco Unified Communications Manager

oCVOICE 8.0 – Implementing Cisco Unified Communications QoS

HP Enterprise Services (formally EDS) / Bank of America account, Newark/Princeton, NJ (EDS acquired by HP 08/01/06)

Technical Solutions Implementation Group (TSIG) Business Service Analyst II July 2006 –Oct 2012

Call Center & Specialty Voice Support:

Act as a liaison between customer and technical solutions/support groups to identify business processes, systems, and product requirements. Support TSIG group to ensure IMAC order processing; coordinate vendors; approve vendor invoices.

Research, identify, and develop solutions to problems.

Analyze business and user needs, and document customer specifications.

Support aspects of the business cycle, including proposals, feasibility studies, and implementations. Consider the business implications of the application of technology to the current business environment.

Under general direction, formulate and define systems scope, and objectives using information technology and industry knowledge/requirements.

MBNA Corporation, Newark, NJ (MBNA acquired by Bank of America 01/01/06)

Senior Voice Network Support (PBO) November 2003 – July 2006

Support the Business Units to the desktop including moves, adds, changes and break/fix.

Support multiple locations as part of the regional voice operations team.

Maintain/monitor/implement daily software and hardware needs of multiple Avaya G3 Definity/G3R PBX and peripherals such as CMS, Voicemail, Microtel Call management system and network equipment (i.e.: Carrier Access DS3 multiplexer, Verilink csu/dsu, NICE Call Logger).

Provide tracking and compliance for critical change history and also inventory control via routine audits and reports.

Member of the standards and review committee of all equipment to improve business processes and reduce risk.

Provide support for transition to Bank of America.

CitiStreet Associates, East Brunswick, NJ (Copeland LLC acquired by CitiStreet Associates)

Telecommunications Manager 2000 - 2003

Support Avaya Definity PBX, call center toll free numbers, with PBX vectoring and AT&T Interactive Advantage routing manager.

Centre Vu Supervisor ACD monitoring and reporting system.

Maintained Audix voicemail system, Dictaphone call logger.

Installation of IS infortext CDR system for call detail reports (ran and distributed monthly usage reports).

Verified and processed all telecommunications related invoices, placed disconnect orders for unused circuits, negotiated refunds and best prices with vendors, including all tariff agreements.

Managed 35 field offices across the country, responsibilities included moves, adds, changes and improving cost of local operations.

Prudential Healthcare / Aetna, Cranbury, NJ (Prudential Healthcare acquired by Aetna)

Senior Telecommunications Specialist 1997 - 2000

Maintained Avaya Definity G3R PBX, call center toll free numbers with vectoring, Centre Vu Supervisor and AT&T Route it!.

Installation and daily maintenance of Conversant IVR, TCS and Teknekron.

Supported Octel Voicemail system

Prudential Financial / Prudential Mutual Fund Services Edison, NJ (PMFS acquired by Prudential Financial)

Senior Telecommunications Specialist 1993 - 1997

Supervised a staff of 6 analysts, help desk, and on site vendors

Responsible for ordering, maintaining voice technology supplies

Oversaw daily operation of call center toll free numbers and all MAC activity.

Maintained data connectivity to mainframe in NY, which included T-1 connections, DSU/CSU.

Maintained voice recording equipment, cataloging, and storage of media.

Implemented site conversion from a Nortel SL-1 to an Avaya Definity G3R phone system.

Senior Telecommunications Specialist 1988 - 1993

Desktop support of voice and data equipment.

Responsible for all moves, adds, and changes.

Maintained all voice recording equipment.

United States Navy Norfolk, VA

Radioman, 3rd class 1984 - 1988

Maintained and operated both radio and cryptographic equipment.

Gained Top Secret Clearance


DeVry Technical Institute, Woodbridge, NJ

Telecommunication Management - emphasis on electronic and digital theory, data programming, and lab.

Cisco training and certification completed:

CIPT1 8.0 – Implementing Cisco Unified Communications Manager

CVOICE 8.0 – Implementing Cisco Unified Communications QoS

Proficient in: Microsoft Applications – Word, Excel, Project, Access, Visio, PowerPoint; AVAYA Apps. - Site Administrator, CentreVue Supervisor, Terminal emulator; Peregrine Apps. - Service Center; Remedy – Integrated Workflow.

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