Telecom Management/Analyst

Paul Killian

Durham, North Carolina 919-***-**** ****.***********@*****.***

Professional Summary

I am a Help Desk management professional with extensive experience in Wide

Area Network management, support for Point of Sale (POS) systems, and

telephony technology. I have worked in small companies, developing a

"whatever it takes" attitude. My strengths include team building and

leadership, the ability to quickly learn new technologies for efficient

implementations, highly developed trouble shooting skills, especially as

related to computers, telephones, and networks, and a wide ranging

educational background, including a law degree.

Skills

Help Desk Leadership Budgeting and Analysis

LAN and WAN Experience Telephony Technology

Computer Software and Hardware Support Remote Support for Users

Work History

Senior Manager of Store Systems Support 2002 - Current

Kerr Drug Raleigh, North Carolina

Hands on manager of the Store Systems Support Team for the entire 76 unit

chain. Managed troubleshooting and repair of communications equipment,

registers, printers and interfaces with telephone and network service

providers. Responsibilities also included management of all telecom

invoices and accounts for the company, including Wide Area Network (WAN)

providers, telephone service providers, DSL service providers, and wireless

service providers.

Oversaw a reduction of the support staff to more efficiently handle the

service calls without affecting service times and downtime by creating

documented trouble shooting procedures and eliminating two extra positions.

Administrator of the Toshiba Voice Mail and Toshiba Telephone systems at

the corporate office with over 100 users. This included managing the

transition of the telecommunications and networking equipment for the move

of the corporate office from Durham to Raleigh in 2004 with limited

downtime.

Coordinated the project to change telephone service providers from the

Incumbent Local Exchange Carriers (ILEC) to re-sellers, saving the company

$100,000 per year on a $550,000 line item.

Coordinated the migration from a single provider WAN to a less expensive

and more efficient multi-provider network. Increased the speed that users

were able to process prescriptions and payments, while decreasing the spend

by over 15%.

Store Manager 1996 to 2002

Kerr Drug Durham, North Carolina

Selected to lead unit turnaround, hired/trained staff of five, three of

whom were soon promoted to assistant management positions.

Volunteered to manage two stores at once while suitable replacement could

be found. Maintained operation's sales goals, reorganized/retrained and

managed the new operation for three months, saved expense of promoting

inexperienced assistant manager until properly prepared. Cited for team

building and cost effective management.

Created training manual for new POS system for store managers, led team's

development, saved time and operating costs.

Restaurant Manager 1992 to 1996

Spinnaker's Restaurant Durham, North Carolina

Planned/implemented Leadership Training Team, facilitated brainstorming

business development meetings, built trust through "train the trainer"

program, increased average length of employment by 50%.

Quickly learned new set of policies, procedures, and job responsibilities,

and was promoted to store General Manager within 15 months - fastest such

promotion in company history.

Analyzed staffing needs by volume trends/hours, reassigned some Full Time

associates and replaced with Part Time staffing, reduced labor cost by over

20%.

Restaurant Manager 1986 to 1992

Spanky's Restaurant Chapel Hill, North Carolina

Evaluated high volume events at restaurant and created tracking system to

prevent product shortages, analyzed sales figures by day/event, built

spreadsheet, created a more efficient workload. Eliminated outages due to

product shortages and lowered stress on the kitchen management team.

Education

Juris Doctor: Law University of North Carolina - Chapel Hill

1987

Bachelor of Science: Financial Management Clemson University 1984

Technical Skills

HelpSTAR administration

Comptia A+ certification

Microsoft Office, Windows, Excel, and Word

Unix and Linux experience

Cisco Router configurations

Toshiba Voice Mail and PBX administration

Interactive Voice Response configuration and administration

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