Project Manager Customer Service
Resume:
Joseph Cooper February *, ****
Blue Bell, PA 19422
*******@*******.***
Subject: Open Position
Currently I’m a Telecom Analyst and Leader for the TEM team of a National Healthcare Organization. I’m submitting my resume for your review. I’m confident you’ll determine my qualifications and skill set would be an asset to your organization.
My effective management skills are credited to my background in Technology Consulting. I offer strong Project Management Skills, Superior Customer Service and strong Multitasking abilities.
Skill sets I own in Telecommunications/Infrastructure include configuring, installing, administering Telephone/PBX systems (Avaya, Siemens, Mitel, Toshiba). As a Project Manager my accomplishments consist of overseeing successful WAN /VoIP and SIP rollouts for both a National Healthcare Organization and a large scale Retail Organization. Responsibilities included management of enterprise wide VoIP Solution design/topology, configuration and administration of VoIP devices (Cisco, Fortinet, Linksys). Additionally, I directed/participated multiple enterprise WAN/Infrastructure upgrades and rollouts with hands on router/switch configuration and installations (Cisco, Enterasys, 3Com, CSU/DSU’s) also voice/data circuit provisioning and turn-ups (Business Ethernet, T3, T1, Frame Relay, Satellite, Cable, DSL, POTS).
As a Technology Consultant, I’ve managed deployment projects and contributed my skills to deployments of Microsoft Windows Servers, Microsoft Exchange Servers, Windows Desktops, and Linux servers both as a consultant and core member of business organizations (Dell, HP, Compaq). My knowledge with TCP/IP, DNS, DHCP, IP routing add to my skill offerings, along with attention to detail, strong communication/documentation proficiency.
Thank you for your attention and consideration.
Sincerely
Joseph Cooper
Joseph Cooper
225 Hazeltine Cir
Blue Bell, PA 19422
*******@*******.***
Professional Summary:
Experienced, hands on Telecom and Network Engineer. A Project Manager of numerous WAN and Telecommunication system upgrades and enterprise rollouts. My strengths, include Project Management, designing, planning, and executing implementations of voice/data solutions, Telephone Switch implementations, including SIP/VoIP and wireless/cellular devices administration. I’m skilled in management and administration of both Microsoft Windows Servers and MS Exchange Servers. An experienced manager and leader with emphasis on customer experience.
Experience:
02/2016 – Present Genesis Healthcare Corp Kennett Square, Pa
Telecommunications Analyst - Lead
Lead for (TEM) Telecom Expense Management Team, managing annual $9M expense obligations are met on time while identifying unused Telecom Services
Identified and eliminated $1.9M in annual unused Telecom Services
Lead and Manage Project initiatives to migrate locations to VoIP solutions (SIP/DVL/OfficeSuite) to meet successful expense saving goals
Negotiate all new and renewal MSA’s/contracts with our Tier Telecom Carriers, control unnecessary Late/Early Term Fees and contractual obligations
Preserving strong relationships with top 12 Telecommunication Carriers in the industry, an effort to insure best of services, SLA’s and rates
Manage primary TEM provider and developing ongoing positive, proactive business process’s
Implemented new Full-Cycle process for all new Telecom Services, teamed with TEM providers to create streamlined process for all Provisioning and Termination procedures
Designed and Managed Solution for a Central Database/Repository for all Telecommunications Services
Monitored and Manage Enterprise wide Wireless Usage, cost reduction measures and Contract renegotiations and renewals
Negotiated new Long Distance calling rates, reducing the expenses and consolidating telecom vendors
11/2013 – 2/2016 MRC Technology Blue Bell, Pa
Independent Consultant
Manage and perform installation and activation of data and voice circuits at customer sites
Perform move, add changes on customers PBX/telephone systems
Install and configure Cisco routers for data and voice services, coordinate test and turn-up with providers
Perform Help Desk duties users at client sites
MS Windows server maintenance, upgrades, software upgrades patch updates on customer sites
MS Exchange Server Installation, Upgrades and Administration
Provide customers with remote support via telephone and Remote Access Desktop Software
05/2010 – 10/2013 White Horse Village (CCRC) Newtown Square, Pa
Information Technology Manager
Manage IT budgets, procurements, personnel
Direct new technology implementations – Campus wide WiFi network, Desktop deployment
Administer data center - MS Windows 2008/2010 server hardware upgrades, software upgrades patch updates
MS Exchange Server upgrades, maintenance and Adminitration
Manage Telecommunications vendors, service providers (Verizon, ATT)
Coordinate installs of Data and Voice circuits (T1/T3, ISDN, DSL, POTS)
Hands on configuration and programming of Cisco routers for data and voice circuits
Perform Help Desk duties for end users
Administrate Mitel 3200 Telephone System
Supervise Help Desk department.
01/2001 - 05/2010 David’s Bridal Conshohocken, Pa
Senior Telecommunications Analyst
Manage vendors and service providers, coordinate installs of circuits (T1/T3, PRI’s, ISDN, DSL, POTS.), VoIP solutions, voice/data cabling, and communications services for a 300 plus chain of retail stores and all remote offices
Coordinate/Administrate installations, moves, adds and changes of Cisco Routers/Switches, Cisco VoIP adapters POS hardware, Juniper/Netscreen Firewalls, software & cabling across the retail chain
Administration and support of AVAYA Definity S8300 the AVAYA Gateways and IP Phones utilizing ASA. Admin/Support of all Siemens and Toshiba PBX systems in the retail outlets.
Installed/Configured PBX system peripherals for overhead paging, redundancy (Valcom, Gordon Kapes)
Troubleshoot, resolve, and document circuit, network, & system performance issues & outages across the WAN for the entire chain of retail outlets and remote offices
Provide Remote Support to 300 plus stores to troubleshoot network server issues utilizing PC Anywhere, Remote Desktop, Carbon Copy, SSH, SFTP
Analyze, audit all telecommunications invoices, coordinate billing disputes with service providers
Identified and recommended cost containment measures related to telecommunications expenses
Conducted research and made recommendations on communications products, services, protocols, and standards
Documented processes and procedures for ongoing management of the communications environment
Analyzed communications traffic & system utilization to develop and recommend capacity planning solutions
Maintained an accurate inventory of communications equipment and circuits
Developed and provided end user training and documentation on the features and functionality of the various telecommunications systems
06/1998 – 12/2000 Idea Integration Blue Bell, PA
Senior Consultant (MCSE)
Develop and implement LAN/WAN infrastructure solutions for numerous large businesses.
Chief Architect for large scale Email migrations to Microsoft Exchange from numerous other platforms including Lotus Notes, CCMail, MS Mail.
Managed large scale migrations to Windows NT from Novell Netware
Provided services to clients in the form of LAN design, installation and administration and troubleshooting.
Managed large scale rollouts of new desktops/workstations for organizations with 1000 plus employees.
Conducted audit and analysis of the Help Desk and MIS departments for clients requesting assistance on improving workflow and performance standards.
Installed and configured Web/Intranet and FTP servers for the purpose of improving communication and workflow at client sites.
Managed large scale Wide Area Network rollouts for clients, coordinating the replacement of all routers, switches, CSU/DSU’s at remote sites managing through installation and monitoring of new equipment.
05/1987 – 05/1998 Metrobase Cable Advertising Malvern, PA
Technical Manager/Chief Technician
Supervised 25 employee team, managed order entry, inventory control and overall schedule fulfillment of television commercials
Installed, calibrated and maintained various types of television cable headend including satellite receivers, descramblers and modulators
Maintained a 98.5% rate of return on all television commercial orders, considered exceptional in the industry
Implemented new operational procedures, performance guidelines and quality assurance protocols to improve communication between the Traffic and Technical departments
Managed installation and administration of a new Novell Netware based LAN to operate the Traffic and Billing software (Compulink, Air Traffic Controller)
Instituted department standards and procedures to improve and streamline inventory management and quality assurance
Hire, train and manage all Field Technicians and video tape editing department for the Northeastern US
Project Manager for $2 Million upgrade of all business commercial insertion equipments inventory and infrastructure
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