Project Manager Customer Service

George Plante

** ******** ***** *************@*****.***

Westfield, Massachusetts 01085 413-***-****

Qualification Summary

IT Telecommunication Project Manager with a track record in conceptualizing

and directing the development and delivery of advanced broadband, voice,

data and video communication solutions

Management of complete life cycle of projects, define business objectives,

success criteria, budget and return on investment analysis, scope, develop

implementation plan, with excellent communication with Stakeholders and

project team, completing project within budget and on time.

Provide pre and post sales support for business telephone systems and

computer system solutions including user training.

Competent knowledge and ability to read blueprints

Studying for PMP certificationCompetent knowledge of construction blueprint

reading..

Project Exampless

Manage enhancing a previously installed satellite based 50 TV channel cable

system by installing a new microwave linked high speed wireless internet

access system plus rebroadcast of the local sports cable channel via Digital

IPTV to all three naval bases in San Diego.

Support the installation of a small manufactoringmanufacturing business with

a VOIP based off premise telephone system to replace old key system. Rewired

entire facility to support VOIP telephones and new computer system. Assisted

vendor on how to connect VOIP system to in house paging system, and what

equipment required to accomplish the connection.

Long term project. Purchase a 10,000 Hartford telephone number exchange on a

new digital central office, including the replacement of a large PBX in one

building in Hartford, with a Digital Centrex ISDN telephone solution. In

addition, moving the existing 8000 telephone numbers/lines to the new

exchange/CO over a 1 year period. Also, manage RBOC in creating a solution

to provide 4 digit dialing between new exchange and old telephone numbers on

old Central Office prior to going live with the new exchange.

Manage the implementation of purchasing and implementing company owned

10,000 telephone number exchange on a 5ESS Central Office (CO) into existing

city wide dialing plan, providing the ability to take advantage of enhanced

features and capabilities of 5ESS CO. Involved weekly ID'ing of existing

telephone lines and moving to new telephone numbers while providing caller

information to new number exchange. Last 4 digits of phone numbers stayed

the same. Worked with regional RBOC to provide 4 digit dialing plan within

5ESS and exiting 1AESS CO's while moving telephone numbers over a 1 year

plan.

Handled voice implementation of Predictive Dialer System integrated with

mini computer system. Predictive Dialer loaded with phone numbers of

delinquent payers. Dialer forwarded answered calls to available agent with

customer's file from computer system.

Oversee build of microwave data and IP TV system between mainland and three

off shore sites. System integrated into three existing 50 channel satellite

based TV systems, adding one IP Television station, not available via

satellite, and high speed internet capability to off shore locations for

military bases.

Project - Help the telephone operators of large tri-state bank to handle

Main telephone number calls more quickly and efficiently providing better

customer service. Five telephone operators each handle up to 750 calls per

day. Reused ACD telephone system, from inventory, to replace Central Office

based Universal Call Distribution (UCD) system. New system answers all calls

immediately, routing calls to the next available operator, and providing

much needed reports on call volumes among many other management reports. .

Design and procure enhanced Telephone operator system. Each operator handled

up to 750 calls a day for the entire state. New Automatic Call Distribution

(ACD) system provided enhanced customer support by answering calls

immediately. ACD system replaced Central office based Universal Call

Distribution system, providing information to how to man phones and on how

many calls waiting to be handled with reports providing important

information such as to busiest call volume and times.

Upgrade medium sizeEnhanced growing manufacturing company's communication

abilities, by providing the ability for customers to call important

individuals without going through the operatordirectly. Upgrade/Convert NEC

key system into a PBX system with 100 DID numbers over a 15 two way channel

T1. circuit.

This results in customers calls handled quicker, provide more time for

operator to handle other important business functions. Enhanced customer's

telephone system by implementing 100 DID (Direct Inward Dial) telephone

numbers over a 15 channel T1 circuit from the RBOC to the company.

Provide better customer support for Discount Upgrade an existing telephone

system with priority based ACD software to support the addition of the

Discount Brokerage Department from their oldby replacing old ACD s system

with new ACD systemystem,. The new ACD system prioritizes which callers,

prioritized based on whether they want to make a trades, receive stock

quototationquotation information, or to talk with customer service.to

information and back room customer account calls. All brokers able to

provide information when no trading calls in queue. Also system off loaded

customers who want to work with the Interactive Voice Response system. The

result was that the department provide much better customer support,

increased trading volume and money made from trades. The new ACD system also

provided better reporting capability including call volume and types of

callsCustomersservice. Customers can also access an of-site IVR system for

IVR based stock market quotes..

Project - Purchase Fixed Asset system for all telecommunication and data

equipment in the organization. Project involved reviewing and purchasing a

Mainframe based Fixed Asset, Inventory, and Purchase Order system.

Implementing a barcode system. Inventorying and barcoding all voice and data

equipment in the entire organization

Design and upgrade existing paging system in large Medical supply

distribution facility. by removing squealing and unintelligible pages.

Upgrade system so that pages from warehouse no longer had feedback. Enhanced

system so that different areas of warehouse, areas with conveyor belts,

areas with forklift trucks, and quite areas all can hear pages easily and

clearly.Managed voice implementation of Predictive Dialer System integrated

with mini computer system. Predictive Dialer loaded with phone numbers of

delinquent payers. Dialer forwarded answered calls to available agent with

customer's file from computer system.

Replace poorly designed unintelligbleunintelligible squealing paging system

in large medical distribution warehouse. Designed, sold, and installed new

six amplifier multi zone paging system with feedback eliminator. Moved

existing paging horns and installed additional paging horns where needed

providing intelligibility with all pages without squealing (feedback) while

providing the ability to control volume of different sections of the

warehouse.

Purchase Fixed Asset system for all telecommunication and data equipment in

12,000 employee tri-state organization. Project involved reviewing and

purchasing an IBM Mainframe based Fixed Asset, Inventory, and Purchase Order

system. After purchase of system, implement a barcode system. and barcode

all voice and data equipment.

Technical Skills and Familiarities

Project Management: Time Management, Critical Path Method, Planned Value,

Earned Value, Performance Measurement Analysis, Human Resource Management

Design, Configure, Install and Service traditional key, PBX, VOIP

telephone, voice mail systems by: Avaya (AT&T, Lucent),CISCO, NEC, Nortel,

Norstar, Executone, Inter-Tel, Panasonic, InterVoice IVR, TAA - Amanda

Voice Mail systems, Star PBX VOIP system, Asterisk

Broadband:Large Cable TV, Satellite, High Speed Internet Systems over Fiber

and Coax

Networking:Gateways, Firewalls, Routers, Switches, LAN, WAN, Structured

cabling - Category 5e and Category 6, Fiber, Wireless, Coax - RG6, RG11,

Hardline

Connectivity:Broadband, Coax, T1, E1, Frame Relay, ISDN (BRI/PRI), 56k,

64k, Dial-In

Voice: VOIP, T1, ISDN PRI, DID, Centrex, ACD, IVR, Predictive Dialer,

Conversation Recording,

Applications: Microsoft Office and Project, OpenOffice, Accounting

Software, Cisco IOS, Communications Manager, Virtual Lab Software by Boson

and Mimic, Operating Systems - Linux, OSX,Windows 8

As built documentation.

Design, Configure, Install and Service traditional key, PBX, VOIP

telephone, voice mail systems by: Avaya (AT&T, Lucent),CISCO, NEC, Nortel,

Norstar, Executone, Inter-Tel, Panasonic, InterVoice IVR, TAA Amanda Voice

Mail systems, Star PBX VOIP system (based on Asterisk Open source PBX VOIP

software)

Professional Experience

CEC Entertainment . Springfield, MA 2011-Present

Technical Manager - Supervise Assistant Technical Manager and Game Room

Attendants. Provide weekly Profit and Loss statements. Responsible and

maintain 80 arcade games, Point of Sale and computer network system,

security system, and telephone system.

Self Employed . Westfield, MA 2009-2011

Handyman - Design and build commercial and residential rough and finish

interior and exterior projects.

NWS Communications . Westfield, MA 2008-2009

Broadband Communications - Design, Sales, Build, Service of Nationwide

Satellite, Microwave, Fiber, Video and High Speed Internet Systems for

hospitals, universities, military bases, correctional facilities and

multiple dwelling units.

Broadband Communications Project Manager - Hands on project manager of

installation of complete broadband systems including as-built

documentation. Supervise technicians.

Plante Communication Solutions . Westfield, MA 1994-2008

Voice and Data Systems Provider - Sales, Service, and Installation of

Business Telephone, Automated Attendant and Voice Mail Systems, Computer

NetworksBusiness Paging, and Structured Wiring Systems.

Project Manager -- Hands on management of installations and upgrades of

sold equipment of telephone systems, computer networks, and structured

wiring systems, and sub. Manage subcontractors. Provide as-built

documentation.

Shawmut - Connecticut National Bank . Hartford, CT (Merged with Fleet, now

Bank Of America) 1988-1994

CT, MA, RI bank with 12,000 employees and 600 buildings. including

skyscrapers.

Telecommunications Project Manager - PMprojectProject Lead andHandsand

Hands on Manager of large voice and data projects, working with

facilities, telephone companies, RBOC's, and voice equipment vendors .of

acd, ivr, predictive dial systems. Projects include telecommunications

infastrutureinfrastructure for new buildings, department moves within

buildings, city, and/or states, design and build call centers, plus

reducinge operating and asset costs whileduring implementing upgrades and

enhancements. Provide or update as-built documentation. Manage and conduct

user training classes.

Education

New Horizons Computer Learning Centers, Bloomfield, CT

Cisco CCNA and CVOICE certification courses

Springfield Technical Community College, Springfield, MA

Two Associate in Science degrees in Digital and Analog Electronics and

Communications

Currently reading Head First PMP - study guide for PMP exam.

Contact this candidate