Quality Assurance Customer Service
Resume:
Anthony P. Bucci
Manahawkin, NJ 08050
Home: 609-***-**** Cell: 609-***-**** *******.*****@*******.***
PROFILE
Quality Assurance Manager/Auditor (ISO/TL 9001:2000 Certified) with
extensive, diversified experience in the telecommunications field.
Strengths include results-driven, effective communication, consistent
production, quick to learn, professional demeanor, and interpersonal skills
allowing interaction at all levels of the organization. Ability to manage
multiple priorities with calm competence. Organized, flexible, analytical
and detail oriented. Computer literate. Areas of expertise:
Audit Systems Internal Training
Assessing Workmanship Customer Interface
Quality Assurance Customer Service
Implementations Problem Resolution
PROFESSIONAL EXPERIENCE
PINNACLE TECHNICAL RESOURCES, INC., Dallas, Texas (Verizon Account)
2009 - 5/2013
(Verizon IP72202, IP72013, IP72250, IP72008, F08-24, F08-22, GR1275,
GR1502, GR2981, GR63, etc.)
ALCATEL-LUCENT TECHNOLOGIES, INC., Murray Hill, New Jersey
1987 - 2010
Quality Assurance Manager, New Jersey, Pennsylvania, New York and Delaware
1997 - Present
. Evaluated commercial quality systems installations and engineering
through performance of workmanship and system audits. Interfaced
extensively with external and internal customers to resolve quality
issues.
. Conducted random audits with installers to ensure compliance. Wrote and
maintained extensive audit reports and corrective action. Monitored,
investigated, analyzed, and reported engineering and manufacturing
complaints.
. Performed joint audits with customer quality teams to ensure that both
parties were in unison with requirements. Discussed results in face-to-
face meetings.
. Alcatel-Lucent Quality Team representative. Handled internal and external
quality problems and concerns throughout the United States.
. Ensured changes and steps agreed upon implemented prior to project start.
Worked in conjunction with all customers, Alcatel-Lucent installation
supervision, engineering and project management to ensure on-time
delivery of projects.
. Performed internal ISO/TL 9001:2000 quality systems audits on a monthly
basis. Responsible for making sure that Alcatel-Lucent's installation
organization adhered to the ISO/TL principles and written procedures that
were put forth by the Quality Organization.
. Communications liaison with customer regarding quality issues.
Representative for customer contact in New Jersey, Pennsylvania, New York
and Delaware areas for all Wire-line and Wireless customers. Communicated
via conference calls, email and face-to-face meetings.
. Addressed and ensured prompt and equitable resolution of customer quality
issues.
. Utilized legacy databases. Wrote and submitted detailed reports and
spreadsheets on all performed audits. Responsible for documenting and
submitting expense reports through the Concur Expense database.
Key Accomplishments:
. Designed, developed, and trained installers in comprehensive Installer
Workmanship Training. Responsible for training over 500 installers, 10
Quality Consultants, 1 Director, 4 Operation Area Managers and 22
supervisors on various customer requirements. Responsible for training
ISO/TL 9001:2000 principles and procedures to all levels of management
within the Alcatel-Lucent Installation Organization. Developed documents
and training material on Excel, PowerPoint and Word programs.
. Earned certification as registered ISO 9001:2000 Lead Quality Auditor.
. Representative for Alcatel-Lucent during third party ISO/TL registration
audits. Responsible for scheduling and organizing third party audits,
conducting the opening and closing meetings, and directed and assigned
job functions to internal auditors that assisted with the audits.
Senior Communications Service Technician/Lead Installer, New Jersey
1987 - 1997
. Installed all types of commercial transmission/fiber, cellular, power,
and 5ESS switching systems for the Network
Systems Division.
. Directed and instructed new installers on job assignments.
. Prepared and maintained internal and external quality records and
documents; ensured adherence to ISO-9001
Quality Systems procedures and requirements. Responsible for entire
job completion and documentation.
. Power Communications Equipment Installer and Tester on custom
manufactured systems. Installed and tested
various types of telecommunications equipment through work
instructions, documented procedures, specs, and
drawings.
. Performed end of job walk through with customers.
EDUCATION
Master of Science in Management (GPA: 3.80) ... Graduated June 2009
Thomas Edison State College, Trenton, NJ
Bachelor of Science Business Administration (GPA: 3.50 Graduated May
2000
Georgian Court College, Lakewood, NJ
Associate of Business ...Graduated May 1995
Ocean County College, Toms River, NJ
The Stuart School of Business, Asbury Park, NJ
Court Stenographer/Court Reporter... Graduated August 1977
CERTIFICATIONS
Registered ISO/TL 90001:2000 Lead Quality Auditor, Alcatel-Lucent
Technologies
PROFESSIONAL DEVELOPMENT
Management Training Technical Training
Ethics for Managers ISO/TL-9000, 9001, 2000 Lead /
Certification
Organization Management & Leadership TL 9000 3.0 & 4.0
Requirements
Human Resource Management Training AT&T Supplier Awareness
Project Management Hilti Fire Stopping Training
Quality Management: Business Process 3M Fire Stopping Training
Improvement List of additional training attached
List of additional training attached below
below
- TECHNICAL / MANAGERIAL TRAINING -
Completed extensive company sponsored professional management and technical
training, including:
TITAN Engineering, Inc.: Train-the-Trainer For Asbestos Awareness, Asbestos
Floor Covering Cutting and Lifting and Asbestos Floor Covering Drilling -
4/14/09. All Customer Related Documents for AT&T (Legacy), AT&T (fSBC),
AT&T (FBellSouth), AT&T (fCingular), AT&T (AT&T-Wireless), Verizon, Verizon
Wireless, Verizon GNS, Qwest, Sprint, GR-1275 Telcordia, etc.
Contact this candidate