Customer Service Management

Alan M. Elman

* **** *****, ****** ********, NJ *8831

E-Mail: ******@***.*** Telephone:732-***-**** Cell: 732-***-**** Summary

Professional with 28 years of broad and in-depth experience in telecommunications and information technology management. Noted for skills in organization, written and oral communication, project management, critical thinking, troubleshooting, problem analysis and resolution, customer service, and personnel management/training. A highly qualified technical leader who understands the telecommunications and information technology industry and has a proven record. Interacts well with people of diverse backgrounds, cultures, professional and technical levels. Career Accomplishments

h Reduced yearly telecommunication cost by $600 thousand by analyzing current services, consulting cost and implementing a strategy team to produce RFP's to vendors. h Administered and monitored telecommunications budgets in a manner that meets and exceeds milestone dates and budgetary guidelines.

h Planned and implemented a hosted contact center to work with a centralize Avaya CS1K in multiple locations; enabling better business continuity by providing statistical data to produce KPI's. h Streamlined processes and procedures in engineering and facilities design for MOL America, including vendor and contractor management, inventory/logistics, construction, procurement, and monitoring/administrating all site, installation, power and network operations teams. h Reduced back office operation 40% by incorporating extensive cross training between operational groups and implementing software management tools. This resulted in a $300 thousand productivity savings.

Professional Experience

MOL America Inc, Edison, NJ 08837

Telecommunications Manager, 2010 - Present

h Drive new project requirements, perform vendor analysis and selection, manage project milestones and life cycle.

h Streamline the placement of resources necessary for melding of two independent staffs into a single cohesive unit.

h Spearhead and implement enhanced communications processes, resulting in increased knowledge sharing and strong interdepartmental relations.

h Develop and implement strategic plans for the consolidation of project timelines and meeting of commitments.

h Responsible for IT design of office relocation.

h Ensure project remains on track for compliance with organizational goals. h Develop and introduce new project management methodologies and protocols. h Manage MOL America Inc. Day to Day Telecommunication operation,UC communications and Infrastructure.

h Support and maintain data center HVAC,UPS,Generators, and Power distributing units. h Manage diverse groups of technical staff, consultants and vendors. MOL-IT America Inc., Edison, NJ 08837

Senior Voice Network Communications Supervisor, 2000 - 2010 h Managed,administered and maintained the telecommunications infrastructure and its associated software, including PBX, Call Server,Business Communication Manager, VoIP, Call Accounting system,Voicemail,Phone Management Software,Hosted Contact Center,Audio conferencing,Video Conferencing, Integrated Call Director,Web Collaboration/Conferencing Software and other telephony or network applications including circuits and media endpoints. h Developed long-range telecommunications plans in accordance with the IT strategic plan. h Prepared telecommunications budget, including recommendations for upgrades and new equipment. h Developed implemented and,maintained policy,procedures,training plans for telecommunications systems requiring level 1,level 2 support.

h Conducted testing and developed disaster recovery plans to detect faults, minimize malfunctions and backup systems.

h Interacted and negotiated with vendors,outsourcers, and contractors to secure products and services. h Administered and maintained contracts for telecommunication equipment and services. h Administered Change Management procedures for upgrades and equipment maintenance. h Familiarity in working on LAN and WAN networks.

h Sound skills in testing and troubleshooting voice networks. h Outstanding ability to analyze and resolve voice network problems effectively. h Managed and designed structured cabling for single floor office space and multi-story buildings utilizing copper and fiber media.

h Managed and designed MDF and IDF closets for telecommunications equipment and structured cabling.

h Managed, designed and implemented video conference systems for multiple offices utilizing a video border proxy to control intranet and internet traffic. MOL-IT America Inc., Jersey City, NJ 07302

Voice Network Supervisor, 1993 - 2000

h Designed and coordinated the implementation of Nortel CS1000M PBX and Callpilot voicemail system throughout North America.

h Responsible for Network and Communication designs for office relocations. h Maintain Inventory of telecommunication circuits. h Provided team lead support; designed and resolved technical issues in a community of 600+ users. h Designed, implemented and maintained LAN/WAN infrastructure across HQ and Remote offices. h Responsible for delivering high availability solutions which included disaster recovery planning and annual testing.

h Instilled corporate vision and developed an atmosphere of teamwork focused on meeting organizational and corporate objectives.

h Managed vendors and contract relationships.

h Managed telecommunication budget.

h Implemented and managed organizational changes and developed employee training programs and material to follow SOP for new processes and technologies. MOL-IT America Inc., Jersey City, NJ 07302

Senior Voice Network Engineer, 1991 - 1993

h Designed,managed, monitored and serviced 26 locations, PBX, key systems, including voicemail, call accounting, fax mail, fax machines and UPS.

h Designed, installed programmed and maintained a VPN/800/ISDN network consisting of 10 PRI locations and 16 switched locations.

h Setup CDP on Meridian PBX to utilize four digit dialing across Sprints VPN network. h Integrated and installed call accounting security system to monitor and curtail any toll fraud throughout the voice network.

h Administered Adds,Moves and changes on Meridian 1,.Meridian Voicemail. h

h Managed the programming of telephone sets, trunks routes NARS/ BARS auto attendant. h Provided technical project management and interfacing with local and long distance carriers in support of the voice network.

h Designed and managed all phases involving the installation of various voice systems. Lehman Brothers, New York, NY 10019

Senior Communication Engineer, 1989 - 1991

h Designed premise wiring to support both voice and data during new facilities installations and LAN upgrades.

h Integrated and installed a page editing display system to allow for remote offices to receive financial securities updates.

h Consulted with department heads to optimize present resources and recommend a system or applications that will best fit their needs.

h Performed cost and budget analysis on all voice and data environments for the recommendation of voice or data network management products.

Integrated Resources/FICS, New York, NY 10019

Senior Communications Engineer, 1988 - 1989

h Developed workflow diagrams and procedures documentation for online automation processes. h Performed business analysis and workflow measurements. h Telecom/Network liaison between business units and systems department. h Coordinated, negotiated and ordered all communication services and equipment. h Managed projects large and small with tight deadlines. h Approved test and maintenance procedures.

O'Connor & Associates, New York, NY 10019

Senior Technician, 1986 - 1988

h Responsible for maintaining and administering Rolm 8000 PBX and Comdesign Multiplexers h Responsible for RFP's to vendors in accordance with maintenance contracts. h Responsible for adds, moves and change on PBX and turret in the office and trading floor. h Responsible for backup of phone system.

h Planned installation and maintenance of LAN and WAN h Liaison to business units and system programmers h Technical Phone support to users and fellow technicians. h Maintained network and circuit Inventory.

MCI, Stanford, CT

Technical Service Representative, 1983 - 1986

h Responsible for technical phone support to customers service reps. h Developed network contingency plan and tests for continuity of business, working with other technical staff.

h Provisioned telecom voice circuits.

h Improved product performance by working with engineering to correct problems and enhance features based on customer feedback.

h Educated customer service reps on features included in new products. h Solicited technical assistance on customer problems resolutions from field support engineering.

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Area of Expertise

h Telecom Switch Technologies: AT&T, Avaya, Nortel CS1KE, 5ESS,DMS250 h Comprehensive knowledge of the methodologies and principles of change management. h Strategic Planning, Contract Negotiations,Vendor Analysis and approval, Problem Resolution h Team Builder,Software Implementations,Strong Technical Leadership.Vendor Management h Network Environments: SONET, T-Carrier, MPLS, Q931, ISDN, PRI, BRI SIP. Protocols: TCP/IP,UDP, H323.

h Internetworking Hardware: VBP,SBC,firewalls, LAN switches, routers. h Internet: HTML, Web Design.

h Software: Microsoft Word/Excel/Project/Visio.

Education

B.S., Computer Science

Queens College, Kissena Blvd, New York, NY 11367

A.A.S., Computer Technology

Queensborough Community College, Bayside, NY 11364 Training

Cornell University School of Industrial and Labor Relations: h Supervising and Managing People

h Developing Effective Communication Skills

h The Dynamics and Skills of Effective Negotiations. Nortel/Meridian

h X11 Feature Administration

h Meridian Mail Feature Administration

h Basic Alternate Route Selection

h Network Alternate Route Selection

h ACD Package A- C2 Feature Administration

h CallPilot System Administration

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