Manager Project

KATHLEEN M. DALY

**** ******** ****, ********, ** 11714

Ph: 516-***-**** Email: acayaq@r.postjobfree.com

SUMMARY: Telecommunications professional with extensive experience in the design and management

of networked systems. Proven ability to direct department start-ups by utilizing my strengths in leadership

and team building. Detail-oriented and motivated.

PROFESSIONAL EXPERIENCE:

CABLEVISION LIGHTPATH, Jericho, NY Service Delivery Manager 2006-

November 2013

Manage & provide oversight to a high performing team of Provisioning Project Managers responsible for all

facets of the order process for Optimum Lightpath’s customers. The provisioning organization is essential to

Lightpath sustaining its competitive advantage in the marketplace by providing superior customer

interactions, responsiveness and agility. Responsible for ensuring the customer receives the highest level of

care and attention.

• Design new and improve upon, existing service delivery processes to ensure efficient and timely service

turn up for Lightpath customers.

• Project manage customer service orders from sale to turn up.

• Ensure all departments meet their time and quality commitment deliverables as regards to customer

orders.

• Review utilizations reports with the capacity group and forecast future “trunking” needs.

• Develop switch deployment projects based on annual forecast to accommodate for growing customer

telephony needs.

• Provide end-to-end project management for all switch projects from the point of inception to service

readiness. Ensures that employees are trained and equipped with the tools to perform their job

successfully

• Manage vendors (Verizon, AT&T, Level 3, T-Mobile, Sprint, etc.) to ensure they provide Lightpath with

the requisite services in accordance with their MSA.

• Manage all Lightpath telecom orders, both internally and with external vendors.

• Responsible for vendor management to include negotiations, SLA adherence and escalations.

• Develop, manage & motivate the Provisioning Managers to form a cohesive team capable of meeting all

stated business objectives.

• Ensure that all direct reports are trained and equipped with the tools to perform their job successfully.

• Conduct semi-annual performance evaluations to set employee expectations and measure said

performance against established goals and objectives.

CABLEVISION LIGHTPATH, Jericho, NY Customer Care Manager/Director 2002-

2004

Directed a staff of 8 employees, whose primary responsibility was to focus on premier accounts, which

represented the top 50 customers that bill in excess of 500k/month. The team’s responsibilities included but

were not limited to the following:

• Acted on all customer issues and considerations involving provisioning of orders and services,

installation of products, service outages, and billing concerns to ensure and improve overall customer

satisfaction.

• Effectively communicated with customers on all system problems and events.

• Coordinated all scheduling of Maintenance events with customers, vendors and internal staff as required.

• Responsible for vendor management to include negotiations, SLA adherence and escalations.

• Provided monthly reports to upper management which provided statistics on recovery times for outages,

installation intervals and product to market timelines.

• Maintained synergistic relationships with Account Managers, supporting new service requests by clients.

• Exceeded Management expectations by responding more quickly, effectively and efficiently than pre-

defined business objectives required, thereby ensuring and improving customer satisfaction.

Prepared and managed departmental budget including salary reviews, equipment and supplies all within

defined guidelines.

CABLEVISION LIGHTPATH, Jericho, NY Manager of Project Management 2000-

2002

Managed a staff of 7 Project Managers who were responsible for coordinating the installation and systems

integration of Lightpath services to premier accounts. Served as primary technical liaison between Sales and

major accounts to identify network requirements, such as telephony interfaces to various PBX’s, Voicemail

and ACD systems.

• Managed and trained Project Management personnel on company specific Project Implementation

procedures.

• Successfully managed Project Managers responsible for large complex voice/data projects, to include

frame relay and wireless applications on numerous premier accounts.

• Responsible for vendor management to include negotiations, SLA adherence and escalations.

• Ensured proper end user notification for all system problems and events. Scheduled & coordinated down

time as required.

• Responsible for the appraisal review and assignment of raises, promotions and bonuses.

• Managed Department Operating expenses always maintaining budget requirements.

• Received Project Management Merit Award.

CABLEVISION LIGHTPATH, Jericho, NY Project Manager 1999-

2000

• Managed multiple projects to ensure the timely and cost effective installation of services to customers

through out the tri-state area.

• Acted as liaison between customer’s vendors and internal staff to coordinate all activities pertinent to the

successful cutover of lines and services.

• Designed and managed the successful implementation of a 5,000 line digital Centrex application which

included: coordinating the installation of the phone system utilizing existing wiring, ACD application

design and implementation, voicemail design and training on all systems for a premier healthcare

account. Acted as liaison with the customer and their vendors in preparation of the site for the

installation.

Received letter of commendation from Chief Operating Officer.

CABLEVISION LIGHTPATH, Hicksville, NY Customer Project Engineer 1998-

1999

Assisted sales personnel with application design and implementation of telecommunications services for

customer which included the installation of telephone lines and other services to interface with customer

provided systems such as Private Branch Exchanges, Voicemail and Call Center systems.

• Monitored customer orders ensuring deliverables were met.

• Achieved on-time delivery goal of greater than 95%.

• Developed methods and procedures to allow for more efficient order process.

• Trained customers on newly installed services.

CABLEVISION SYSTEMS CORPORATE, Woodbury, NY Corporate Telecom Analyst 1993-1998

Responsible for the design, purchase and implementation of the telecommunications systems, networks and

infrastructures required by Corporate Headquarters and satellite offices throughout the United States.

• Responsible for the selection of communications products and then successfully negotiating contracts

with vendors for these products and services.

• Project managed all aspects of construction projects to include wiring infrastructure & installation of

PBX, ACD and voice mail systems. Vendor negotiation required for the successful on time

implementation of services.

• Responsible for managing technical support staff, vendor coordination and resource management from

new installation contracts to maintenance renewal.

• Designed & managed the Corporate Headquarters infrastructure, utilizing networked Nortel PBX

Systems, to include ACD and Octel voice mail applications.

• Managed installation of virtual call centers to include CTI applications and IVR units for automated call

handling. Alternate call routing and 800-service utilization between regions, as required, for maximum

call handling.

• Ensured proper end user notification for all system problems and events. Scheduled & coordinated

down time as required.

• Developed policies and procedures for coordination of company wide user requests as received by

Corporate IS Help Desk.

• Prepare budget analysis for voice requirements.

• Received company Pride and Performance Award.

NASSAU COUNTY, Mineola, NY Communications Supervisor / Acting Manager 1981 - 1993

Managed countywide telecommunications infrastructure to include replacement of multiple Lucent products

with Norstar key equipment.

• Managed and maintained the successful implementation, operation and optimization of a multi-location

networked 14,000 line digital Centrex voice/data telecommunications system configuration.

• Responsible for vendor management to include negotiations, SLA adherence and escalations.

• Managed Communications Operators, Billing Analysts, MAC coordinator & clerical staff.

• Developed recommendations and resolved telecommunications oriented problems of County personnel

as received by the IS Help Desk.

TECHNICAL TRAINING:

Certificate in Project Management - American Management Association

Meridian 1 Options 11-81C Familiarization and 21-81 Maintenance

AT&T 5ESS Switch Architecture

Management Best Practices Seminar

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