Project Manager Customer Service

Helen Thatcher

804-***-**** *************@*****.***

SUMMARY OF QUALIFICATIONS

• Over 15 years’ experience in IT & Telecom

• Expert in Cisco Unified Communications & network deployments

• 5 years direct experience managing Cisco UC and infrastructure deployments and support

• Over 7 years’ experience at a top 25 Cisco gold partner

• Expert in Telecom and Telephony

• Carrier Services & Telco Expert

• Expert Issue Resolution skills

• Change Management Expert

• Recourse management

• Systems Integration planning

• Well versed in EMC, Microsoft and Citrix

As a top performing project manager and being highly experienced in technical project management, change control, carrier services and customer relationship building, Helen has served with distinction and been recognized by our customers and partners for her hard work and dedication. With nearly 20 years of carrier and IT experience and over 25 of customer service experience, Helen is a “go-to” person to get things done.

CURRENT WORK HISTORY

CORE BTS, INC – May, 2006 - Current

Sr. Project Manager – Mid-Atlantic Region: Fairfax, VA August 2009 – September 2013

Sr. Project Manager on the Core BTS regional PMO team; responsible for the regional projects across 4 offices in three states. The Mid-Atlantic team handles over $8 million dollars annually in services revenue.

• Project managed multiple, simultaneous Cisco Collaboration, Cisco routing and switching, firewall and security deployments as well as Audio/Visual (AV), Citrix, EMC SAN, Microsoft Active Directory, Exchange and Office 365 installations, upgrades and migrations.

• Responsible for following national Project Management Office standard processes and procedures

• Carrier Services SME, responsible for assisting customers with Carrier issues. Located over $100k in credits for customers in 2012-2013.

• Top generator of project changes in the Mid-Atlantic, over $70,000 in changes generated 2012 calendar year and over $30,000 to date in 2013.

• Project managed multiple, simultaneous and diverse technology deployments with over $500,000 in professional services managed annually.

• Managed project utilization and financial details to ensure on time and on budget delivery over 60% of the time.

Carrier Services Project Manager: Falls Church, VA May 2006 – August 2009

• As the lead Project Manager for the Core Carrier Services team, Managed customer telecommunications services (local, long distance, internet) for between 2,000 – 3,000 accounts, producing over $250,000 in annual revenue. Included responsibility for designing, modifying and maintaining customer installations of Verizon, PacBell, Ameritech, BellSouth, Qwest, Sprint, Cable and Wireless, Adelphia, Cox Communications, Cavalier, USLEC, Alltel, Net2000, AT&T, ACC, XO Communications, Paetec and various other providers’ products/services.

• Responsible to provide on-call support for customer emergencies on a 24/7 schedule to manage executive escalations with carriers and customers to provide on time and effective resolution.

• Provided down circuit support for customers, escalating as needed to expedite repair

• Managed customers’ carrier audits on invoices to validate accuracy, identify billing issues; often providing carrier credits to customers.

• Managed telco services delivery from order to porting.

• Worked extensively with both PRI and SIP deployments for SMB and enterprise customers

Cavalier Telephone: Richmond, VA August 2003 – May 2006

Provisioning Supervisor/Centrex PC/Business Data Analyst

• Call Center Supervisor in a 50 agent contact center providing consumer, commercial and government telco order design, ordering, and repair services. Responsible for hiring, training, mentoring and employee reviews.

• Developed and implemented new processes and procedures to guide agents and delivery teams through the provisioning and repair efforts.

• Worked directly with both internal and external telco design and provisioning teams to implement voice, data and Internet services to all customer segments.

• Handled customer issues and issue escalations for installation, repair and billing

• Managed staff to meet circuit FOC due dates within staffing guidelines based on departmental budgets

Previous Telecommunication Work History

BCS Voice & Data Solutions : VA Beach, VA/Richmond, VA

Network Services Manager/Telecom Manager Jan 2000 – Aug 2003

Microtech-Tel: Vienna, VA/Richmond, VA

Network Services Manager Jan 1999 – Jan 2000

A&J Technologies: Richmond, VA

Network Services Manager Feb 1997 – Jan 1999

RELEVANT SKILLS & OTHER EXPERIENCE

• Extensive knowledge of telecommunications services including; Cisco Call Manager Solutions, Unity and Unity Connections Voice Mail Systems, Attendant Console, Call (Contact) Center solutions, UCS, VMware, SAN, SIP Trunking, Exchange, AD Services, Citrix Services such as XenApp, XenDesktop, Xmedius Fax Services, ASA, MPLS, IDA, PIP, POTS, CENTREX, ISDN PRI, ISDN BRI, DSL, DS1/DS3, OC3 – OC192, Internet Access, Web Site Services, VOIP, Centrex VOIP, AV, Tandberg.

• Strong project management, organizational, written and verbal skills

• Strong knowledge of voice, telephone and data communication system operation, services and installations; telecommunication theories; system security packages, and voice messaging systems, toll rate structures and billing methods

• Technical ability to configure and competitively price communication solutions that meet customer’s business needs

• Effective ability to price, implement, install and test OC3 – OC192 circuits for government entities (channelized or concatenated)

• Effective ability to interface with end users to ensure customer satisfaction

• Exceptional communications skills with the ability to give the non-technical customer an understanding of complex technical information

• Strong ability to close sales by effectively addressing customer concerns while demonstrating thorough understanding and desire to resolve their business issues

• Inventory/Production Control

• Payroll / Time reconciliation

• Accounts Receivable/Payable

• Financial Statement Preparation

• Retail Planning and Design

• Retail Lease Interpretation/Preparation

Technology Deployment Experience

• EMC SAN

o VNX series

• Cisco UCS

o C-series

o B-series

• Cisco Collaboration

o Unified Communications Manager

o Unity and Unity Connection Connection

o Unified Presence & Jabber

o Unified Contact Center Express

• Cisco Route/Switch/ASA

• Cisco Wireless

• VMware

• A/V – Cisco, Tandberg, Extron

• Citrix

o Xen App

o Xen Desktop

o Xen Server

• Microsoft

o Active directory upgrades and migrations

o Exchange upgrades and migrations

o Office 365 Migrations

• Carrier Delivery

o SIP/VOIP

o MPLS

o PRI. BRI

o Point-to-Point, DS3, OC3 – OC192

o Internet connectivity

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