Technical Support Project

Jeffrey C.J. Lilly *** Sherway Drive Nepean, Ontario K2J 1P8

Cell: 613-***-****

Residence: 613-***-****

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

Profile

Versatile professional with a progressive track record of achievement in various fields including Electronics, IT, and Telecommunications.

Team management and supervision.

Exceptional customer service skills and excellent performance under pressure.

Extensive experience in providing customer training, help desk, and on-site technical support.

Excellent Computer Skills – experience with various software applications, languages and development tools

Project Management – managed multiple projects independently or as part of a team, using excellent interpersonal and communication skills.

Product development, installation and on-site commissioning. Write technical documentation, work instructions, wiring diagrams etc.

Professional Experience

Connex Telecommunications October 2013 – present

Project Manager / Senior Network Specialist

Copper and Fiber & DAS/In-Building, (Distributing Antenna Systems)

Perform site surveys and design/engineer infrastructure solutions when one is not offered by the customer

Worked on Rogers & bell infrastructures

Estimate and price all opportunities from the Sales department as well as all national “roll out” opportunities

Review engineered tender drawings and specifications to accurately complete material and equipment take offs and ensure design requirements are respected

Installation of Telus high end technology equipment for several departments within the Canadian Federal Government, Department of National Defence, Royal Canadian Mounted Police, OPP, and other.

Interaction with customer during project lifestyle, budget/finance management of project

Verify and utilize the Scope of Work (SOW) in all project interactions, ensure all tasks listed in the SOW are identified and scheduled in the project schedule

Create a project schedule to forecast installation dates, invoice dates, and completion dates. Project schedules are to be communicated to the customer and internal groups

Acts as the customer advocate for VIP Clients in working towards resolution of servicing issues and attaining additional insight / information

Work as a liaison between the Customer and Suppliers and appropriate management to coordinate purchase, release and delivery of materials as requested by the customer as a result of Project Quotation or when deemed appropriate by management

Ensure the project deliverables are completed within that budget and scope

DAS – manage and implement internal building system for Cell service

Manage the underground utility construction in telecommunications and IT infrastructure

Support day-to-day operation of networks such as adding users, monitoring user accounts, providing user trainer, and technical support for VOIP, PBX,LAN, WAN, user problems on Avaya telecom system

Compare supplier's bill of material to submitted take off to ensure accuracy and complete price comparisons of suppliers

Understand and implement the technologies to be delivered and how this technology will meet the customer’s requirements and expectations

Archive Project Documentation and ensure all appropriate customer and site information has been input into SIMS

Demonstrated planning and organizational skills and ability to read and perform “Take Offs” (create a Bill of Materials and Labor )

Assign labor units to material and equipment take off and complete material, equipment and labour extension to complete a full estimate

Submit all relevant information, with respect to material and equipment take off, to suppliers for pricing

Engage Procurement for the estimated time of arrival of project equipment.

For large projects, create budget spreadsheet, Issues Log, Risks, Change request log to track the progress of the project

Monitoring and tracking labor hours and material costs are controlled manually

Change Request Management / Process Approval to ensure that it is accounted for in the project

Work with internal teams to create a deployment strategy (to be utilized in the project plan)

Follow up on tendered opportunities to obtain results and information of the comparables

Com-Net October 2011 – October 2013

Supervisor / Senior Network Specialist

Hands-on work with CAT5, CAT5e, CAT6 and CAT6A network cabling infrastructure

Installation of Fiber Optics including splicing and terminating

Support day-to-day operation of networks such as adding users, monitoring user accounts, providing user trainer, and technical support for VOIP, PBX user problems on most telecom systems ie: NEC, Nortel / Meridian / Norstar, Toshiba, Panasonic, Cisco

Install and maintain magnetic locks, keypads, card readers, Closed circuit TV, digital video recording, motion detection and asset tracking

Installation of the Smart Board Interactive Whiteboard Systems for several departments within the Canadian Federal Government, Department of National Defence, Royal Canadian Mounted Police, the Ottawa Carleton English and French School Boards

Using computer peripherals, along with using other devices such as : plotters, printers, laminated, spectrum analyzers, sniffers, scanners, optical fibre, ect

Running multiple small & large scale development projects

Experience in using some AutoCAD software for laying out the back bone for the new infrastructure installs

Perform onsite service and support to clients

Install and maintain security related equipment for the Department of National Defense

Genesis Integration Inc June 2011 – October 2011

Supervisor/ Sr Security Service Technician

Installation of the Smart Board Interactive Whiteboard Systems for several departments within the Canadian Federal Government, Department of National Defence, Royal Canadian Mounted Police and the Ottawa Carleton School Board

Install and maintain security related equipment for the Department of National Defence

Participate in all on-site visits to provide technical leadership and assistance to clients and upper management

Perform in-field software and hardware implementation and provide on-site technical support

Ensure a safe working environment for on-site clients and technicians .Observe corporate and regulatory safety protocols

Ensure the project completion meets the technical specifications, is within budget, and on schedule

Cimtel Technology Inc. January 2010 – June 2011

Sr Emergency Wireless Service Technician

Provide technical leadership, assistance and technical support to clients, technicians, team members and surveillance personnel

Gather, compile and analyze data obtained from daily activity and use the information to correct current problems, improve system performance and functionality and enhance operations activities

Generate, coordinate, update and maintain internal and external documentation related to specific projects (database information, call flow diagrams, network designs, floor plans, cabling and wiring schematics etc.

Create data resource management plans enclosing full data life cycle from data acquisition, dissemination to disposal

Execute detailed test plans in a timely and accurate manner for site hand- off

Analyze and evaluate alternative tactical and/or strategic data architecture solutions to meet business requirements

Install, upgrade, configure computers and maintain and repair emergency wireless paging systems in hospitals, long term health care and retirement institutions

Internal & external surveillance equipment systems, using a wide range of access controls i.e.: finger / hand / eye / card / keypad, CCTV – IP security access controls and IP cameras – fiber optic

Mitel Networks August 1988 – December 2009

Throughout my tenure, key roles have included:

R & D, Technical Specialist

Traffic Performance and Conformance Engineering

N.O.S. North American Operational Support

Responsible for day to day tracking of multiple projects including team meetings and problem reporting using common tools such as all desktop application Microsoft Project.

Performed system analysis on new and old products in the QA lab by employing queuing theory, traffic management, probability and statistical theory. Verifying test results to ensure accuracy and compliancy with standards.

Performed performance characterization and traffic analysis of new products prior to going to market..

Development of automated test scripts for AFE’s, A8610, Unix, and SILK test tools.

Creation of formal documentation including input to Test Plans, Test Procedures, and Test Reports.

Assisted in the design of project test beds for new and/or improved Mitel products.

Assisted internal design groups by providing system performance predictions and assessment of system performance problems following the DPAR process (Design Problem and Resolution).

Execution of detailed test plans in a timely and accurate manner. Developing test plans / writing test scripts.

Provision of problem evaluation support for all internal Research and Development groups following the DPAR process.

Automation test and script development for AFE, W&G 8610A,RF testing and SILK test tools.

Test bed setup and troubleshooting including reserving, acquiring and ordering of hardware and software TCP/IP.

Provision of test results to senior group members in a timely and accurate manner with using ISO 9001 Quality Management System Ref AAQA0003.

Review and acceptance of new sales packages and/or Major MAC requests, to ensure that price, geography, coverage and cut dates comply with guidelines.

Review of system configuration for technical functionality and proper system sizing taking the necessary steps to make the appropriate corrections.

Co-ordination with internal Logistics to ensure product availability and order scheduling.

Interface, communication and co-ordination with vendors of non-Mitel products regarding equipment requirements, shipping dates, mode of transportation and deliveries and that they adhere to established installation dates.

Interface with cable subcontractors to arrange for services, review of invoices for accuracy and ensure costs are correctly charged to the job.

Remotely monitored all aspects of the ongoing installation and MAC's and supporting the District Operations Manager.

Co-ordination of requests from customers for network services from the various telephone operating companies in North America.

experience in VoIP technology, implementation and support of new backbone for Mitel PBX

Interfaced with Regional Operations to confirm delivery arrangements, provide updates and maintain all related files and documentation.

Resolved issues of lost or erroneous shipments, product returns, and invoice/credit errors.

Continued to stay abreast of new product, ordering procedures, vendor requirements and all functions of the operation and MTS in order to enhance productivity.

Responsible for updated vendor promotions to be included in equipment offerings.

Ordered all demo systems and related material as well as literature for sales community.

Maintain communication, follow up and action client concerns and requirements.

Heavy Equipment Operation

D8 Bulldozer

Komatsu WA500 Wheel Loader

Backhoe Loader

Bobcat

Kubota

Forklift

Education; Certification; Clearance

Ottawa University 1985 – 1988

Electrical Engineering

Algonquin College 1983 – 1985

Electromechanical Engineering Diploma

Clearance Level II (Secret)

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