Project Customer Service

Profile Technology and Operations Leader with dynamic experience building local, long distance, VoIP, Cloud based competitive

networks. Specialist in network optimization and recognized for ability to evaluate networks and determine efficient solutions.

Knowledge of network technologies (i.e. routers, switches, load balancers, firewalls, network and routing protocols, DNS). Project

coordination and relationship building with major telecommunications customers in complex, mission critical operations involving high-

speed data, UCC (unified communications and collaboration), product deployment and service management. Customer facing; works

directly with customers to facilitate communications and translate operational requirements for the complete life cycle of the operation

from on-site training and consulting to ongoing network support. Builds and maintains long-term strategic relationships. Supports new

business activities and proposal efforts. Acts as a mentor to support organizations and provides direction and guidance on an as needed

basis.

Project Manager, McGraw Communications, NYC – 2014- June 2014

Experience

• Planned and coordinated all aspects of telecommunications projects from initiation through delivery.

• Managed project initiation activities that included identifying contractual obligations, client needs and

goals, existing situations and necessary contacts.

• Developed, defined and executed project plans, project scopes, activities, schedules, budgets and

deliverables.

• Identified needed resources for projects; defined and assigned major project roles.

• Coordinated activities and tasks among project team members, other internal departments and client or

vendor/subcontractor organizations as needed to meet project goals to ensure project completion was on

schedule, within budget constraints, and of the appropriate quality standards.

• Assigned and monitored the work of the provisioning team, providing technical and analytical support

and direction. Interfaced with external clients or field-based employees on technical matters as needed.

• Served as a liaison between technical and non-technical teams, internal organizations as well as client

and vendor/subcontractor organizations, to ensure all project targets and requirements were met.

• All within inbound call center environment.

Manager of Service Delivery, McGraw Communications, NYC – 2005-2013

• Directly oversaw employees assigned to manage specific project that have a distinct beginning and end.

• Selected, developed and evaluated personnel to ensure the efficient operation of a given function.

• Monitored/escalated provisioning milestones, coordinated timelines with various departments.

• Supervised order activity; handled scheduling, time sheets, and training for team of six.

• Ensured that orders were implemented and generating revenue with established timeframes.

• Participated in weekly business review calls and reporting switch and circuit inventory management.

• All within inbound call center environment.

Provisioning Specialist (Lead), McGraw Communications, NYC – 2002-2005

• Managed the integration of vendor/subcontractor tasks, and tracked and reviewed vendor/subcontractor

deliverables when appropriate to the assignment.

• Switch and circuit inventory management; coordinated MACD orders (moves/add/change/disconnect) and

installation activities for all network services.

Customer Service Rep (Lead), Broadview Networks, NYC – 1998-2002

• Coordinated all parties in resolving issues and escalations effectively, identifying issue severity and

involving the appropriate resources at all levels within Broadview and the customer’s organization in order

to achieve resolution to both companies satisfaction.

• Developed effective relationships with key members of the customer’s team to ensure that objectives are

aligned and jointly driven.

• Handled scheduling and reports for managers and was responsible for inbound call monitoring.

• Responsible for training new representatives.

• All within inbound call center.

Education CCNA July 2015 (completed Part 1 of 2)

Cisco Interconnecting Cisco Networking Devices Part 1 v2.0 ICND1

Skills Verizon Business Wholesale Access Portal, SMS 800 GUI, AT&T SBC Tool Bar, Project Management, Microsoft Office Suite,

Microsoft Project Management, Hosted Voice Profile Administration and Management.

References Furnished upon request.

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