MICHELLE M. WHITE

**** ******* **** ***** **** 248-***-****

Rochester Hills, Michigan 48309 acwgd6@r.postjobfree.com

CAREER OBJECTIVE

Experienced Telecommunications Professional seeks a telecommunications position, which will best utilize my technical skills and has potential for advancement.

BACKGROUND SUMMARY

Extensive and diversified telecommunications professional with technical and project management experience. Particularly effective in managing multiple projects efficiently and cost effectively. Able to demonstrate expertise in evaluating and implementing effective solutions to new business functions as well as refining existing work flows.

CAREER HISTORY

Sears Holdings Corporation (Kmart Corporation)

Corporate Voice Operations Support

Network and Communications Systems Engineer July 2005 to present

Network and Communications Analyst September 1998 to June 2005

Managed networked Nortel/Avaya PBX and call pilot systems for all of Sears Holdings Michigan campus, Illinois campus, field engineers, telecommuter softphones and individual voice mailboxes consisting of approximately 15,000 plus users. Managed all Nortel PBX and meridian mail systems for 15 Kmart distribution centers and Nortel Norstar key systems for approximately 1,500 Kmart stores.

-System engineer supporting the Avaya CS1000 PBX, Call Pilot 1006R voice mail system, and Avaya AACC6 version 6.4 used at the main locations in Troy, Michigan and Hoffman Estates, IL.

-Manage and support all day to day move, add, change and repair requests for telephone needs. This entails working with end users to understand needs and comprise a plan of action. Then implementing the plan by completing all necessary programming, processing any necessary work orders for technicians or third party vendors, and following through to completion for complete satisfaction of the end user.

-Generate monthly departmental telephone usage billing and provide individual call detail reports to upper management upon request to identifying troublesome areas that may assist in cost cutting measures and savings to the corporation. (Telesoft system)

-Upon merging with Sears Holdings, I was solely responsible to review all active Michigan voice ports/lines, complete departmental audits, scrub and clean up our existing database for total accuracy and then implement monthly line charges for all end users to follow existing procedures not previously implemented in Kmart but practiced in Sears.

-Manage repair inventory stock levels. Process purchase orders and place all necessary vendor orders to maintain thresholds. (Ariba system)

-Support, track, and report on time usage for four dedicated technicians.

-Support, complete programming and provide end user training for Support Center ACD/Symposium applications.

-Provide 24x7 support in troubleshooting problems and take action to correct issues for both main sites in Troy, MI and in Hoffman, IL, as well as all Kmart distribution centers and Kmart stores.

-Recorded voice talent for applications on various corporate call menus and systems. With my voice recorded in so many applications I have become known as the voice of Kmart.

-Manage third party vendor billing for all services performed at store and distribution center locations.

-Serve as a backup installation technician cross connecting stations and wiring to the point of demarcation for desk set installations.

-Successfully and solely managed implementing a plan to relocate approximately 600 associates and all voice services in the way of phones, modems, and fax lines from the old Kmart Headquarters building in Troy to three different new locations. This required extensive coordination and planning for tandem service and port placement in the switch programming as a protective measure so that in the event of a switch/card/port equipment failure a whole area would not be down without service.

-Provided extensive support and completed programming for Y2K and disaster coverage.

MICHELLE M. WHITE

CAREER HISTORY (continued)

First Chicago NBD Bank April 1994 to September 1998

Telecommunications Analyst

Managed over four hundred Norstar and Norstar Startalk branch locations, twenty-one Nortel PBX locations, three Centrex locations consisting of approximately 10,000 plus stations, two Rolm locations consisting of approximately 7,000 stations, and fifteen Rolm Phonemail systems, throughout the midwest region. Responsible for managing all move add change orders and supporting two dedicated technicians.

-Provided support and completed programming for the 810, 248, and 734 area code BARS breakouts.

-Trained both employees and end users on all aspects necessary pertaining to telecommunications usage and programming.

-Implemented and maintained the daily maintenance of the internal call detail reporting system. (Telco Research TRU System).

NBD Bank September 1993 to April 1994

Telecommunications Analyst

Contingent Employee

Managed move add change orders for various branch locations as mentioned above.

-Managed the vendor billing process for all accounts payable.

-Managed four data key entry individuals for BARS reprogramming.

Michigan Bell Communications/ January 1987 to August 1993

Ameritech Information Systems

Associate Project Manager

Managed various customer accounts such as NBD Bank, Kelly Services, Kmart Corporation, Builder’s Square, Office Square, Walden Books, Ameritech Publishing, Federal Mogul, First of America, Old Kent Bank, Farmington Public School District, Westin Hotel, and EDS.

- Associate Project Manager

- Project Coordinator II – CSO Customer Service

- Project Coordinator I – Service Marketing Customer Service

- Project Coordinator – National Accounts Division Customer Service

- Word Processing Administrator

FORMAL TRAINING AND EDUCATION

-Global Knowledge, Nortel Networks, La Palma California, Symposium Call Center Server

-New Horizons, Troy Michigan, Beginning Ami Pro 3.1 for Windows

-Telco Research, Nashville Tennessee, TRU System Version 4.4 (SMDR)

-Bell South, Atlanta Georgia, Meridian One Basic Automatic Route Selection (BARS)

-SynOptics Communications, Inc., Southfield Michigan, Synoptics Lattis Net-Ethernet

-Northern Telecom, Dallas Texas, SL-1 Feature Administration

-Michigan Bell Telephone, Southfield Michigan, DMS 100 Centrex

-Michigan Bell Telephone, Southfield Michigan, Voice and Courtesy Workshop

-Michigan Bell Telephone, Southfield Michigan, Stress Management Workshop

- Michigan Bell Communications In-House, Southfield Michigan

- Norstar System Features

- Norstar Programming

- Norstar Startalk

- Moscom

- Meridian ACD

- Meridian Mail

- Centigram

- Centigram Input

- SL-1 Programming

- Mark II System Features

- Mark II Programming

- David Systems

- Word Perfect

- Lotus

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