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Customer Service Manager

Apopka, Florida, United States
February 01, 2018

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Professional Highlights



**** ********* ****, ******, ** 32712 C: 352-***-**** Results-driven Senior Telecommunication Administrator with experience in VoIP telephony, analog and digital PBX, virtual portal and server programming, relational databases and development/maintenance of complex and critical systems. Telecommunication project management and implementation. VoIP Telephony

CISCO Certification and training

Programming and design skills

Project management

PBX Administration

Telephone Expense Management (TEM)

Strong analytical skills

Technical help desk experience

Excellent problem solving skills

Customer needs analysis

09/2017 to Current

Doctor Phillips, FL

Telecommunication Analyst/Specialist

Simply Self Storage Management

Manage and monitor all corporate-wide telecommunication assets Third tier for telecommunication break/fix cases to make sure that telephone repair issues are handled in a timely matter by escalating issues when required

Coordinate and manage all telecommunication carriers/providers, partners and inside wiring contractors utilized by the corporation

Completed corporate wide conversion to call center Monitor the existing and new telecommunication and internet contracts for best pricing negotiating contracts when necessary

Utilize telecommunication expense management portals and software to analyze invoices for any discrepancies and work with providers and contractors to resolve billing issues. Saved the organization over 50K annually in corporate-wide telecom and internet expenses Program VPN phone systems, IVR software, record IVR prompts, and test all programming. Completed telecommunication projects such as development of a new call center, bulk porting of numbers to new carriers/providers, routing of store properties main numbers to designated call centers, new construction telecommunication requirements, new acquisitions of properties and elimination of antiquated and outdated services.

Consult with the executive management personnel to determine the corporation "best practices" Manage and monitor the entire inventory of the corporation's telecommunication assets Communicate all "mission critical" telecommunication issues to the executive management 09/2016 to 09/2017

Orlando, Fl

Telecommunication Coordinator

Veredus Contractor, SCI

I assist SCI funeral homes, cemeteries, and other corporate locations with all telecommunication break/fix, moves, adds and changes, phone system upgrades and other telecommunication issues. I perform tier I and tier II troubleshooting.

As the in-house-expert, I advise management in telecommunication provider and vendor contracts practices and uphold the SLA's that are currently in place. I coordinate with the locations requesting services to get all requests completed. I assist with troubleshooting reported telecommunication outages. Update trouble tickets with the progress of the reported issues. I initiate escalations from the Service Desk Agents at the customers' requests Provide support for the Service Help Desk Agents as the Telecommunication Lead Provide tier 1 and tier 2 troubleshooting of telecommunication issues Assist with new VoIP installations for local customers Assist customer with telephone system upgrades and new installs. Create and document Heat repair tickets to resolution Interact with customers to verify and confirm information as well as completion of priority 2 total outages Senior Telecommunication Specialist 03/1997 to 08/2016 Division of Technology- Milwaukee Public Schools

Senior Telecommunications Specialist for Milwaukee Public Schools manage all aspects of the district's current and future Telecommunication needs

Management over all district telecommunication assets; circuits, lines, network/data services, PBX's, servers, switches, routers, peripheral devices, network components, call centers, ACD groups, help desks and the Unified Communication platform

Senior Project Manager over all the district telecommunication projects Completed migration from analog to digital PBX's for over 300 sites, 1999 Completed migration from digital to IP appliances for designated sites, 2003 Completed migration from digital to IP voice mail servers for over 230 sites, 2008 Developed and implemented training for new telecommunication applications for district employees Complete the district's telecommunication fact finding and needs analysis for sites and make recommendations and projections as required

Complete telecommunication and data adds, moves, changes and deletes Design, program, test and implement all telecommunication applications Creation of RFP's and RFQ's to fulfill district telecommunication needs and requirements Develop district-wide Telecommunication policies, procedures and training Enforce and monitor all telecommunication contracts/SLA's with vendors, investigate and resolve all contract and invoice issues that may have arise

Coordinate all the Telecommunication contractors, vendors and service providers that the district utilize maintain a consistent high level of customer service as well as monitor the quality of service as required by district standards

Regular written and oral communication with the Division of Technology administrators to keep them informed of any "mission critical" issues

01/1996 to 01/1997

Wauwatosa, WI

Licensed Insurance Agent

Western Southern Life

Outside sales of life, health, disability insurance and annuities Maintain existing customer accounts and recommend products to upsale Assist clients with their future financial planning by recommending products that would help them reach their goals

Work with a diversified client-base

Maintain and service all client accounts

Education and Training

Daily bookkeeping and accounting procedures as required All field work done independently with no supervision Collection of client premiums on a daily basis

Remain current on all continuing education and financial planning credits. 01/1995 to 01/1996

Brookfield, WI

Telephone Account Manager


Consultative business to business sales of all telecommunication services and equipment offered by AT&T Provide customer support for all new and current telecommunication services, repairs, billing and records issues

Program customer telecommunication services for small businesses Maintain accurate customer service records

Profiled prospective business contacts by performing fact-finding and needs analysis services and providing recommendations and projections as required Met all daily, weekly and monthly sales goals as determined by management Provide daily progress reports to management

01/1991 to 11/1991

Milwaukee, WI

Pharmacy Technician

Schutz Pharmacy Aurora Advanced Health Care Milwaukee Medical Clinic Fill prescriptions, compounding creams, mixing syrups, preparing prescription labels, ordering drug stock for the pharmacy

Keep accurate records of patients' paper and/or electronic prescriptions via the pharmacy's patient prescription data base.

Home delivery of prescriptions to patients' homes. All work was performed under the direct supervision of a registered pharmacist. 01/1990 to 01/1991

Milwaukee, WI

Pharmacy Technician

University of Milwaukee Norris Student Health Center Fill prescriptions, compounding creams, mixing cough syrups, preparing prescription labels, ordering drug stock for the pharmacy, as well as keeping accurate records of patients' paper and/or electronic prescriptions in the pharmacy's patient prescription data base All work performed under the supervision of a registered pharmacist Milwaukee, WI, USA

Bachelor of Science: Communications

University of Wisconsin

Kenosha, WI, USA

Project Management Professional

University of Wisconsin Parkside

Online courses in progress 2015

Milwaukee, WI, United States

License and Certification: Cisco Certified Network Associate Milwaukee Area Technical College

Completion of (4) Cisco course required to take the test for the CCNA 2008 2008

Irving, TX, USA

Certificate of Completion: Cisco Unified Communication System Cisco Systems


Activities and Honors


Cisco Unified Communications System - Admin / Engineering (UCSAE) 2001

Costa Mesa, CA, USA

Certificate of Accomplishment: Mitel

Mitel Training and Education

NuPoint Messenger- Advanced Applications


Costa Mesa, CA, USA

Certificate of Completion: Mitel

Mitel Training and Education

NuPoint Messenger Rel. 7.0 Model 70/120- Installation and Maintenance 2000

Milwaukee, WI, United States

Honors: African American Studies

University of Wisconsin-Milwaukee

Camille J. Gray Academic Achievement Award


Costa Mesa, CA, USA

Certificate of Completion: Mitel

Mitel Technical Training

SX-2000 ICS Installation and Maintenance L/W 29 rel.3 2000

Milwaukee, WI, USA

Certificate of Achievement: Administering Microsoft Windows Microsoft Certified Technical Education Center

803 Administering Microsoft Windows NT 4.0


Costa Mesa, CA, USA

Certificate of Completion: Mitel

Mitel Technical Training

Network Management Rel. 6.2


Meadowlands, NJ, USA

Certificate of Completion: Mitel

Mitel Educational Services

SX-2000 ICS L/W29 MR3, Moves, Adds and Changes


Milwaukee, WI, USA

Certificate of Completion: Mitel

Mitel Technical Training

SX-2000 L/W29 REL 3 and ACD - Installation and Maintenance References available upon request

University of Wisconsin - Milwaukee: Honors for outstanding achievement 3/2000 Communication Workers of America: 1995

Cisco Unified Communications, Cisco Finesse (Call Center), Cisco Call Manager (Call Center), Cisco Jabber, Cisco Spark, Cisco Unity, Cisco WebEx, Mitel, Nortel, Project management, telephony systems implementation, Additional Information

telecommunication needs analysis, Telecom expense management (TEM), Virtual PBX portal, Help Desk, IVR, Windows operating systems, Network Management, new construction, outside sales, B2B sales, phone systems, repairs, sales, Cisco VPN, VoIP, telecommunication wiring, Team lead, trainer, mentor, interscholastic recreation manager, interscholastic athletics, facilitator, licensed insurance agent, pharmacy technician, retail management State of Wisconsin Life, Accident and Health License

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