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Engineer Customer Service

Grafton, MA
October 05, 2018

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Norman G. Pelletier, Jr.

Whitinsville, MA *****

Phone: 508-***-**** Cell: 508-***-****


Experienced Telecommunications Professional with expertise in managing corporate systems and equipment, planning and implementing infrastructure solutions, and ensuring projects run seamlessly. Successfully interacts with all levels of organizational hierarchy and negotiates with external vendors to meet business goals while positively impacting the bottom line.


Saved company over $1M through implementation of new ACD Phone Systems for Travel and Education Services Departments

Identified inefficiencies and made suggestions for process improvements, resulting in 97% fewer abandoned calls, reduced wait times, and improved customer satisfaction

Saved over 70,000 costs per year on the mobility devices contracts


NEC 2400 IMX

NEC 2400 ICS

NEC 2400 with Fusion

NEC 2400 ACD

CCIS Network

Toshiba Key Systems

Octel Voice Systems

Aspect ACD System

BT NGCC Cloud Solution

T1 Wiring and Installation

Cisco Call Manager


Whitridge Associates, Inc./Sonesta Hotels, Newton, MA 2015 –2017

Telecommunications Engineer

Oversaw the management of the Telecom ticketing queue to ensure daily operational issues/requests are addressed within expected service level commitments.

Assumed the role of Project Manager & Liaise with equipment vendors during installations, acquisition negotiations and hardware performance issues, as well as maintained primary vendor relationships

Managed and maintained strong relationships with all telecom related vendors. Coordinate services, installs and escalate issues as necessary.

Provided troubleshooting / triage support for all Telecom issues.

Managed the wireless device program

Assisted with telecom strategy and vision including technical, analysis and reporting, as well as vendor selection.

Project managed small to mid-size projects such as telecom spend analysis and reduction recommendations, standardization of hotel PBX deployment, Cloud PBX implementations, etc.

Assisted with reviewing and summarizing Telecom-related contracts; advising on risk avoidance.

Worked closely with Aqueduct to make administration changes in the Corporate office.

Reviewed and approved Telecom work invoices and act as an internal escalation point for billing discrepancies.

Responsible for daily/weekly/monthly system checks and operational metric reporting.

Interfaced on a regular basis with internal customers to ensure quick problem resolution, converting their needs into technical solutions.

Provided Inventory, usage and call accounting reports as required

Supported the North America hotels, as well as provided upgrades and conversions.

Assisted with reviewing and updating all Telecom documentation, diagrams and the create of knowledge articles in Service now

NRS Global Partners/Biogen Inc, Weston, MA 2015 –2015

Voice Services Engineer

Liaised with other departments and organizations. This would include issues involving proper system use, special requirements, and/or training needs.

Installed, move and maintained all voice equipment as required within corporate headquarters and the data center.

Supported the installation, configuration, maintenance and monitoring of telecom equipment and the integration of voice and data hardware and software with current and future developed applications/technology platforms.

Interacted with all carriers and voice product vendors to insure adequate service, support, and maintenance.

Basic trouble shot on Lync 2013 Platform, and interact with all Managed Service Providers

Elevate Technology Solutions/Reit Management, Watertown, MA 2014 –2014

Telecom Engineer

Supported and maintained Voice equipment including designing, configuring, diagnosing, repairing and optimizing all telephone systems and services, voicemail, call center systems/services & network.

Analyzed business requirements, and contributed to design specifications to install and support telecommunications infrastructure and its associated software, including PBX’s, Call Center Systems, voice mail and mobility support systems with moderate complexity.

Programmed systems components according to design specifications.

Identified and resolved a variety of production problems associated with telecommunications hardware, telephony devices and voice hardware products.

Analyzed data provided by Billing Analyst to optimize services for business.

Assisted in developing long-term strategies and capacity planning for meeting future telecommunications hardware needs.

Inspected, tested and maintained telephone lines, circuits, trunks and associated wiring and cabling.

Liaised with, and provided training and support to, end users and staff on equipment operation and other issues.

Monitored & reported on various system components, ensuring Operational Controls are followed...

EMC CORPORATION, Hopkinton, MA 1998 – 2013

Voice Engineer

Assisted with planning and development of complex global telecommunications infrastructures. Installed and configured network equipment. Installed physical cable (twisted pair, fiber, and coaxial) as needed.

Collaborated with external vendors to troubleshoot, isolate and resolve complex problems involving T-1 circuits, PBX, and voice mail systems, avoiding disruptions in service and improving customer satisfaction.

Planned and implemented complex global telecommunications infrastructures for EMC’s Customer Service Department. Worked closely with the project managers and vendors to find the best solution for that group.

Assisted in Disaster Recovery for EMC Customer Service Department, ensuring that all network interruptions due to natural disasters were minimized and full service was returned as quickly as possible.

Designed, developed, and implemented relational database applications providing key analysis used to implement EMC’s Global Telephony Infrastructure on British Telecom (BT) Next Generation Call Center (NGCC) Cloud Platform.

Upgraded PBX to fusion network for EMC Corporation’s campus locations, ensuring consistent service and no disruption to employee communication.

Worked in office consolidation, providing a smooth transition of all telecommunications for thousands of employees whose businesses changed location.

Saved company over $1M through implementation of new ACD Phone Systems for Travel and Education Services Departments


Certificate Program, General Business Practice, Framingham State College, Framingham, MA

Diploma, Mansfield High School, Mansfield, MA

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