Manager Project

CHARLES C POULOS

SUMMARY

Charles is a hands-on Lead Production Support professional. He is highly proficient is assuring the

availability of client’s systems and applications while servicing customers. He has assembled and directed

key production, development and vendor support on a bridge to simultaneously troubleshoot and resolve

outages, and has documented event, and executive management notification. He is experienced working in

Java, Unix, Windows, Visual Basic, Shell Scripting, and Microsoft environments.

EXPERIENCE

Frontier Communications, Inc., Tampa, FL Mar 2010 - Present

Technical Lead - Production Support

• Serve as technical and team lead for 32 wholesale applications and subsystems and being responsible for

assuring the availability of these systems and applications while servicing Frontier's customers. Team

consisted of 14 production support professionals.

• Position requires an extensive knowledge of multiple hardware and software platforms (Windows and

UNIX), superior leadership and excellent decision making skills.

• Interact with other departments, peers, supervisors and managers to insure the customers have the

highest quality of support and service.

Verizon Communications, Inc., Temple Terrace, FL Apr 2004 - Mar 2010

Crisis Manager - IT

• Part of a team that was responsible for rapid outage resolution for 285+ mission critical systems and

applications servicing both Verizon's internal and external customers.

• Assembled and directed key production, development and vendor support on a bridge to simultaneously

troubleshoot and resolved outages.

• Documented event, and executive management notification.

• Position required an extensive knowledge of Verizon processes, today's telecommunications technologies

and systems environments, excellent decision making skills, ability to work under pressure and multi-

task.

Microsystems Technology, Tampa, FL Jun 2001 - Mar 2004

Manager of Technical Support

• Manager of Technical Support, Technical Writing and Trainers for a software development company.

• Microsystems Technology provided a data capture solution for customers using OCR technology under

Microsoft NT/2000/XP and other Microsoft products.

• Responsible for the daily activities of a large team of Technical Support Engineers located in Tampa,

Florida and Zug, Switzerland, which provided first level technical support for customers, resellers and

VAR's using any of our products.

• Responsible for the daily activities of the Tech Writing staff to insure all technical documents published

met company standards and to provide guidance for future needs.

• Group also included Trainers that provided formal in-house and onsite training for our customers.

• Additional responsibilities included customer follow up for support satisfaction, handling critical support

issues when needed, providing second level support, determining staff levels, hiring and termination,

staff training needs and providing in-house informal training for the staff.

• Involved in life-cycle process for release of new products and updates.

• Provided additional QA support when needed.

Computer Horizons Corporation, Tampa, FL Mar 1999 - May 2001

Client: Verizon Data Services

Technical Lead Client-Server/GTE

• Worked in Wholesale Markets, Subscription Services as the project and technical lead over a department

consisting of 14 IT consulting professionals.

• The department was responsible for the data processing of the nationwide Verizon customer long

distance billing data.

• Provided technical expertise and production support on Windows and HPUX platform using Oracle and

Informix Database modeled Client/Server environment, along with some IBM mainframe support

backend.

• Provided supervision and training for the team, provided project management for new implementations,

along with providing leadership for the success in a 24/7/365 operational department.

• Coded and created programs via HPUX shell scripting.

• Interacted with other departments, peers, supervisors and managers to insure the customers had the

highest quality of support and service.

• Involved in project planning and management for company application rollouts and assisted in the QA

process.

Altris Software Incorporated, Clearwater, FL Aug 1996 - Jan 1999

Sr. Systems Integrator

• Provided installation, integration and technical consultation expertise for our corporate line of Electronic

Data Management Software in a Client/Server Environment.

• Those environments included Windows95/98 clients and Windows NT and Sun Solaris (UNIX) servers.

• The databases involved include Oracle, Sybase and Microsoft Sql Server.

• On-site customization of Database scripts, procedures and front end ODBC code.

• Held Senior level responsibilities that included providing on and offsite customer support along with

peer training and technical expertise.

• Exclusive travel to customer's site was a requirement.

Metal Industries Incorporated, Clearwater, FL Jun 1992 - Jun 1996

MIS Administrator

• Managed and supervised a 46 station SCO UNIX network in addition to 2 remote multi-user UNIX

locations.

• Responsible for several Windows for Workgroups, Windows 95 and Lantastic Networks.

• Programmed and modified an accounting package written in Micro focus COBOL.

• Provided expert analyses/feedback and initialized steps for starting a corporate web site.

• Project Manager for major enhancements to the computing environments including consolidation of

accounting packages, creation of companywide 401K program, and roll out of an electronic time-clock

reporting system.

• Supervised and managed corporate wide telecommunications including modems, long distance, cellular

and paging.

• Set up new voice mail, added new lines/phones and involved with T-1 conversion.

Arthur Andersen LLC, Sarasota, FL Aug 1987 - May 1992

Sr. Computer Programmer/Supervisor

• Supervised a team of 5 programmers, 2 CPA's and 1 tester.

• Area of specialty was Expatriate and Common Modules tax forms such as 1040/A/EZ, schedules A, B,

C, D and H.

• Designed and implemented tax software using Microsoft Visual Basic, C and Libra Basic software

languages in a PC environment under a Novell network.

• Proficient in development utilities such as Quick Basic Extended, Code View debugger and Polytron.

• Provided senior level support for applications developed.

EDUCATION

Bachelor of Science Degree, Computer Science 1985

University of Tampa, Tampa, FL

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