Customer Service Project Manager

Albert Ornelas Long Beach, CA ***.*******@*****.*** Cell: 714-***-****

Professional Summary

Proven Sales Engineer/Project Manager with over 16 years combined consultative experience supporting Fortune 500 companies telecom and IT projects in the Health, Financial industries as well as Public Utilities and Government/Municipalities. A strong communicator with leadership skills defining project goals and objectives as well as overcoming obstacles in a quick and decisive manner.

Areas of Expertise

●Sales Engineering

●PMI Methodology

●Real-Time Analytics

●Project Management

●Cloud/SaaS/Hosted

●Software/Hardware

●Customer Service

●New systems/VMware

●Work Force Management

●Compliance systems

●Vendor Management

●Storage/Security

Professional Experience

Project Manager

NICE Systems 4/08 – 6/8/17

Set and managed timeline and budgets for network and software installations of call recording systems and systems integrations.

Main project driver setting business goal and objectives with strong experience working with R&D and Offshore teams including validating technical requirements and managing internal and external teams as primary point of contact.

Build relationships with internal and external Bus. Partners including US, CALA and EMEA project teams.

Met team and personal revenue goals and objectives including customer satisfaction targets.

Senior Sales Engineer / Project Manager 11/99 – 3/07

PaeTec Communications, Irvine, CA (Now Windstream Comm)

Closed new business orders with sales teams including engineering and project management of voice/data implementations/upgrades.

Consult with sales and customer teams on product and design requirements.

Increased SE efficiency and productivity via process review and improvement.

Trained new SE’s on organizational processes as well as technical processes.

Key engineer for strategic accounts including Hotels, Municipalities and Education institutions as well as Financial and Health organizations.

Technical Consultant/Team Lead 1/97 – 11/99

ICG Telecom Group, Inc., Irvine, CA

Designed voice/data networks for business customers including UNE, POTS, DSL, IAS and ISDN.

Provided customer designs for provisioning from Sonnet network (ring) to premise based services from DS3 to DS0 (T1 to single lines). As well as Centrex type features.

Direct supervision of Orange County Move/Add team including order processing and installation.

Trained new sales engineers and developed on-boarding processes.

Technical Support Manager 10/95 - 1/97

Voiceworks, Inc., Irvine, CA

Planned and managed new or system upgrades including setting timelines and goals and objectives for all teams.

Performed or delegated field surveys and job estimations including labor and material quotations.

Managed field engineers as well as competitive agreements with vendors and contractors.

Albert Ornelas Long Beach, CA ***.*******@*****.*** Cell: 714-***-****

Operations Manager 5/93 - 10/95

Castle Telesystems, Inc., Irvine, CA

Successfully managed daily operations including field engineers, customer service and contractor labor.

Completed planning and team schedules for systems deployments, job completion including revenue recognition.

Trained or planned training for field or customer service/sales personnel.

EDUCATION

Bachelor of Science, Telecommunications Management

Devry Institute of Technology, City of Industry, Ca

Technology Background

Avaya / Cisco experience, Project Management Methodologies (PMI), Vendor Relations and Negotiations, Contract Management, Software & Hardware deployments including virtualizations and upgrades

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