Service Project
Resume:
Craig A. Wilson
***********@*******.***
https://www.linkedin.com/in/craig-wilson-8a73307/
A technology professional with extensive Project Management, Problem Management, Quality Control, Health/Safety, Service Delivery, Engineering and Provisioning experience in Federal Government, Healthcare and Financial Services Enterprise environments, consistently exceeding customer expectations and dedicated to delivering the highest level of service to customers/stakeholders.
Work Experience:
IT/Telecom QC Inspector – MILCON Projects 02/2012 – 09/2017
ALT Enterprises, Inc. – A subcontractor of General Dynamics IT at the Network Enterprise Center, United States Military Academy, West Point, NY
- Provide on-site QC/QA management, including construction surveillance, compliance monitoring, contract document and technical specifications review, installation inspection and test witnessing on U.S. Army Corps of Engineers MCA and DPW projects at U. S. Military Academy, West Point, NY, including fiber/copper data and voice networks, OSP and ISP structured cable plant installations.
- Perform pre-construction site walks and surveys, review installation procedures and contract documents (plans and specifications), track progress, maintain QC checklists and logs, perform scheduled and spot checkpoint reviews, monitor site health & safety, and submit daily and weekly inspection and safety incident reports.
- Coordinate with various trades to avoid and resolve potential MEP conflicts with voice/data cable routing and installations. Ensure that telecom room (CRAC units, A/C and UPS power, etc.) are installed as per plan/specs. Ensure that telecom spaces are properly air-conditioned, powered, grounded/bonded and cabled.
- Schedule/represent the U.S. Army Information Systems Engineering Command (USAISEC) at project meetings, design review meetings, Red Zone meetings required by United States Army Corps of Engineers to determine outstanding issues
and schedule pre-final and final inspections. Continuously track project progress.
- Verify measurements in field, conduct inspections of manholes/hand holes, vaults, cables, splice cases, cable racks, ground rods, duct banks, pedestals, underground and aerial cable installation, Direct Buried (DB) Cable, fiber/copper terminations, CATV, elevators, fire detection, public address, nurse call systems, intrusion alarm systems, rack/cabinets, HVAC/CRACs, grounding/bonding and end user facilities.
- Monitor the quality of technicians’ installation work, witness and supervise fiber/copper cable testing and review test results with stakeholders. Ensure that testing is conducted with the properly calibrated test equipment and that all testing is completed in accordance with the I3A Technical Criteria and approved Test Plan.
- Provide deliverables, i.e. weekly QC status reports, QC inspection checklists, installation discrepancy checklists, sketches, monthly cost status reports, site safety
accident/incident reports, QC project startup and closeout reports and as-built drawing inspection reports.
- Ensure that all installations are performed in accordance with applicable U.S. Army I3A, DoD Unified Facilities Criteria (UFC), TIA/EIA/IEEE/BICSI and NETCOM standards and specs. Ensured ICRA requirement compliance in medical facilities.
- Manage essential operation components, processes, equipment, technical resources, and external contacts, for overall project success and safety.
- After project completion, gather, consolidate and prepare final approved checklists, test reports, as-built telecommunications drawings, and contract documents, along with modifications, for transmission to the U.S. Army Information Systems Engineering Command for permanent retention.
Infrastructure Service Support Analyst/Trader Voice Service Manager JPMorgan Chase & Co. – New York, NY 10/2000 - 04/2011
- Served as the primary customer-facing representative and service manager for several Investment Bank lines of business, including C-Suite JPMC Investment Bank executives, supporting their ongoing telecommunications requirements, including gathering of data/requirements, management of the management of daily Moves, Adds Changes and Deletions (MACDs), provisioning, testing and turn-up of lines, implementation projects, departmental relocations, troubleshooting/repair, user training/support and risk control in a fast-paced/high-volume trading environment.
- Engineered, tested and implemented TDM/PBX, VoIP, A/V and IPC trading turret telecommunications solutions, prepared and reviewed equipment and facility specifications related to the build-out of new office spaces and trading floors.
- Developed MACD spreadsheets, refined and implemented short-term and long-range planning, planning and execution documentation on complex multi-phased implementations, thorough pre-testing of systems and circuits and user acceptance testing (UAT) with emphasis on seamless business continuity and risk management.
- Managed the seamless migration of several hundred traders and support staff to new offices during the JPMorgan/Bear Stearns merger. Focused on scrupulous attention to detail and ensured compliance with JPMorgan technology standards.
- Reviewed and processed daily Telecom Service Requests (TSRs), Moves Adds and Changes (MACDs) and ongoing trading turret, PBX and VoIP telecom operations for over 1,400 users. Assigned lines and station equipment to users.
- Programmed user profiles and ported lines in Avaya PBX and Cisco domains and updated line/circuit and equipment inventory databases.
- Fulfilled requests for Call Detail Reporting (CDRs), voice recording playbacks on trades. Provided cable/wiring support, provisioned dial tone, private lines, hoot & holler circuits, configuration changes and maintained asset and circuit databases.
- Monitored PBX and VoIP systems for alarms, responded to, triaged and managed Help Desk trouble tickets to completion within established SLAs.
- Escalated tickets and ensured timely resolution of service-impacting events, positively impacting numerous high-dollar value trades and reputation to the firm.
Proactively ensured stability and reliability of PBX systems and circuits.
- Managed and supervised technicians in performance of telecommunications implementation projects, daily MACDs, maintenance/repairs of telecom assets as
well as build-outs of trading floors and other telecom infrastructure.
- Provided usage reports to supported LOBs to assist them in expense management. Disconnected underutilized unused/underused private lines.
- Coordinated/provisioned services with private line carriers, IXCs, LECs and CLECs on local and international circuit installations, changes, outage resolutions.
- Scheduled and Conducted meetings with clients to gather, assess, prioritize requirements and develop telecommunications technology solutions.
- Led, or was key participant in regularly scheduled technology project meetings on large-scale Move/Add/Change and Disconnection/Deletion projects.
- Liaised with clients/stakeholders on regular basis to review and keep advised on project status/issues. Provided technical advice to businesses on existing and emerging telecommunications technologies to improve operations and efficiencies.
- Developed, prepared and presented business cases and budgetary justifications, cost estimates for projects and allocated resources to specific projects.
- Coordinated on ongoing basis with other technology teams, contractors, real estate and facilities teams to ensure on-spec, on-time and on-budget delivery and adjustments to constantly changing project scope and/or timelines.
Technical Services Professional 04/2003 - 12/2004
IBM Global Services (Outsourced position at JPMorgan Chase), NY, NY
- Managed telecommunications administration, planning, provisioning, implementation, trouble resolution and maintenance for IPC turrets,
Avaya G3 PBX telephony and Speakerbus intercom environments in support of multiple trading floors and lines of business for JPMC Investment Bank.
- Conducted site surveys and coordinated activities for daily MACDs, as well as mid and long-term telecom projects, including corporate departments and bank branches. Issued MACD orders to technicians and followed up on completion.
- Provided L1 and L2 Help Desk support, mitigating operational problems to prevent
financial/loss of reputation to firm. Communicated on daily basis with traders their support staff and technology resources in the firm. Status users.
- Partnered with various lines of business to optimize efficiency of telecom infrastructure while identifying opportunities to reduce dial tone and private line expenses via usage reports. Achieved $100K+ in annualized private line savings.
- Processed Telecom Service Requests (TSRs). Ordered and provisioned lines for customers. Delivered, managed installations and supported seamless telecom service, Moves/Adds/Changes/Deletions (MACDs) to supported lines of business.
- Managed and directed technical support staff in seamless execution of departmental re-stacks and migrations between sites.
Telecommunications Consultant 07/1993 - 10/2000 TSL/Brite Voice Services, Inc.
New York, NY
- Provided telecommunications voice consulting and project management services to over 2,000 JPMorgan Chase and heritage company employees, e.g. Chemical Bank and Manufacturers Hanover over wide range of platforms.
- Managed installation, configuration and programming of IVR and ACD systems.
- Liaised on daily basis with other technology teams, vendors and contractors on large-scale departmental moves and restacks.
- Managed multiple branch PBX, 5ESS Centrex and key system installations.
- Set up and managed call vectors for work groups.
- Successfully migrated thousands of employees between buildings in Midtown and Downtown NYC campuses.
- Organized and conducted user training and developed user documentation.
- Procured and managed wireless accounts and devices for various users.
- Provided L1/L2 resolution of Help Desk tickets and ensured customer satisfaction.
- Coordinated Remote Call Forwarding and Line Networking and Vectoring with Business Recovery teams and LECs to ensure smooth transition of telecommunications to Business Recovery sites.
- Reviewed and evaluated new telecommunications platforms and other technology products and services for the user community.
Education:
Bernard Baruch College - CUNY New York, NY
Major: Business
Military Service:
United States Naval Reserve (Active Duty)
SHSA, Supply Division - U.S.S. South Carolina CGN37
Honorably Discharged
Job Related Training:
-OSHA 10 Hour Safety Certification (October 2014)
-OSHA Confined Space Safety Certification (July 2016)
-OSHA Hazard Communication (HAZWOPER) Training (October 2017)
-ICRA (Infection Control Risk Assessment) Hospital Construction Training (2014)
-IPC Tradenet, Alliance and IQMX Trading Turret Systems
-Cisco Unified CUCM VoIP Administration
-Avaya Definity G3 Administration Certification
-Avaya Modular Messaging Administration
-NICE and Cybertech Voice Recording Systems Administration
-Polycom and Cisco Telepresence A/V Systems
-Teloquent ACD Systems
-Remedy and Peregrine Trouble Management Systems
-Microsoft Office Suite (Outlook/Project/Excel/Visio/Word/Powerpoint/Access)
Additional Information:
-Five Chemical Bank/Chase Manhattan Bank/JPMorgan Chase Service Star Awards
-Currently Active DoD Secret Clearance
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