Manager Customer Service
Resume:
STEPHEN JAKUBIK
Belleville, Michigan 48111
******@***.***
Summary of Experience
Over thirty (30) years of experience in telecommunications and customer satisfaction. Including areas of operations management, IT deployments, design, project management, and materials management / asset management in manufacturing, utility, financial, health care and educational environments. Nortel, Avaya and Cisco IP solutions. Extensive background in customer relationship building, Vendor Management, process development, and high level problem solving.
2011 to
2015
2008 to
2011
INTERGRAPH CORP, Huntsville, Alabama
International leader in software development and services. Security, Government, and Infrastructure solutions provider/leader.
System Engineer lll: Level 3 customer support, install and design for the HCR Manorcare’s Voice Network. Nortel, Avaya IP Office, Mitel, Cisco Call Manager / Call Manager Express, UCM, and SRST. Experienced with SharePoint and Microsoft Office. Daily operations of Unity VM platform. Managed Vendor Partnerships and SLA’s. Owned and managed the highest level outages, both inside (CPE) and Telco. Support wireless group. Lead the Help Desk Department with the highest level of customer service. Maintained a 97% customer excellence rating 4 years in a row.
HCR Manor Care, Toledo, Ohio
Large skilled nursing, rehab and hospice provider with over 600 locations across the United States.
Engineer II: Hired for the role of lead voice expert with main focus on replacing existing Nortel Infrastructure and manage vendor partners including contracted SLA’s. This included enterprise design, IP Technologies, Unified Communications and advanced call routing across an MPLS network. Total project cost was 4.5 Million. Project includes POE and data refresh. Work continues today. Anticipated competition is mid 2011. Responsible for mentoring and providing guidance to less experienced staff. Complete operations role across enterprise. Usually the “go to guy” for more complex projects and customers requiring special attention. Nortel, Avaya, and Cisco shop. Deployment of cell phones, PDA’s and faxes.
Developed future models for 3 different business units
Designed and Deployed Corporations first VoIP system. IP Office / Cisco.
Developed processes (including building wiring) that resulted in substantial corporate savings across the entire enterprise. These processes are used today to ensure best possible pricing for the business units.
2005 to
2007
Frontrunner Networks Systems, Schaumburg, Illinois
A regional telecommunications distributor, partnered with Cisco, Nortel and Siemens.
Operations Manager: Responsible for leading a team of 15 professionals in areas of installation, project management, post and pre sales, engineering, while exceeding all customer expectations in a 3 state territory. High emphasis on building customer relationships and retaining major accounts while finding opportunities for future revenue. Developed and implemented key processes that aided in retaining key accounts. Position is a direct report to the Vice President of Operations and Sales.
Continuously managed large maintenance accounts that included: Cannon, First Midwest Bank, and Pfizer Pharmaceutical
Managed and led the first 3 state Enterprise VoIP deployment
2003 to
2004
Johnson Controls, Plymouth, Michigan / Milwaukee, Wisconsin
Global leader in automotive interior systems. Partnered with Nortel.
Project Manager: Responsible to Director of Global Infrastructure for directing a team of four (4) technical professionals in charge of all voice and video network activities at Plymouth campus and interior seating plants in United States.
Facilitated and promoted improvements in services, including VOIP and implementation of technology refreshing program. Net Result: Enhanced current technology and increased speed at which applications were rolled out by 80%.
Directed all changes and enhancements to building infrastructure, and defined corporate wiring/cabling and wireless LAN standards. Net Result: Eliminated issues due to infrastructure and reduced installation man-hours.
Built and supported teamwork within company departments. Presented updates, future plans and strategies to entire campus on weekly basis.
Net Result: Eliminated 20% of calls to help desk from users checking status and increased department productivity.
Managed vendor relationships and contracts with Nortel Networks, SBC, and Sprint. Served as liaison with ASG for video conferencing technology.
Led turn-around of department including staff changes, detailing work assignments, and redesigning processes using Six Sigma. Net Result: Achieved recognition throughout organization, and improved services delivery schedules from 30 days to 1 day.,
1990 to
2003
ANR Pipeline Company, Detroit, Michigan
A gas pipeline and transmission company.
Senior Telecommunications Analyst: Responsible for all voice, RF and video operations for Eastern Region of United States and Canada, including travel to domestic and international locations. Internal post and pre sales to existing base.
Supervised and directed operations and telecom staff of 20.
Net Result: Streamlined ordering and new application processes, achieved single point of authority, and reduced annual operational costs by 20%.
Benchmarked and implemented testing for Y2K rollover. Net Result: Achieved 100% operational compliance on 1/1/00, and came in under budget by $35,000.
Developed and implemented operational and maintenance procedures for corporate video conferencing network. Net Result: Generated annual travel savings in first year of $500,000, with ROI of 8 months.
Performed all system enhancements, project management, and hardware and software updates. Net Results: Increased corporate efficiencies and managed projects in house, saving annually up to $80,000.
Education:
Business Management, Detroit College of Business/Davenport University Dearborn, Michigan. 197*-****-****. BCR Traffic Engineering 2010. Northern Telecom System Engineering, PBX Design, Installation and Maintenance 2006. NARS/BARS
Compression Labs, Video Conferencing Installation, Maintenance and Management.
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