Michael Zell

**** ********** ***** **** ** The Hills, IL 60156

847-***-**** ad2vaj@r.postjobfree.com

About

A highly knowledgeable Telecommunications professional with over 30 years of experience. Encompassing a diverse background in analysis and delivery of high-performance technology solutions. Acknowledged as a team player with impeccable work ethic, flexibility, and “go the extra mile” attitude. Someone who prides themselves in bringing the right measurement of enthusiasm to ensure a positive customer experience and strategic alignment to company goals. Core Competencies

• Customer Relationship Management

• Time Management and Timely Decision Making

• Technical Learning

• Telecommunications Implementations

• Technical Resource Allocation

• Telephony Installation and Configuration

Work History

CallOne Chicago, IL 2016 - Present

Senior Dispatch Position 2018-Present

Coordinates International dispatch of all in house technicians and subcontractors for installs and service requests.

• Manage technician routes and subcontractors by using workforce management system to maintain detailed logs of all events, anomalies, inventory, and work tickets.

• Establish and retain customer confidence by effectively communicating end-user impacts of all changes and promptly responding to all customer and vendor inquires.

• Continually strives to improve customer success by communicating with cross functional departments to keep them apprised of job progress and/or problems on a regular basis.

• Negotiate, analyze, and prepare purchase order agreements for subcontracts and contract control budgets. Senior Field Technician 2016- 2018

Serviced and installed ShoreTel/Mitel phone systems and Avaya IPO phone systems.

• Establish

• Managed incoming tickets and solved issues in a timely manner.

• Remediated customer issues onsite and at installation venues.

• Collaborated with Engineers for escalation of trouble tickets involving both hardware and software.

• Participate in conference calls or meetings related to projects and processes.

• Proactively sought and identify potential network problems and address these issues before becoming service affecting events.

• Participate in local on-call schedule rotation.

Date Room Technology Lake In The Hills, IL 2014 – 2016 Owner

Managed entire sales cycle from start to finish, providing telephony services to a variety of vertical markets. Built and maintained trusted relationships with clients including Jewel-Osco, Altra, MC Sports and Kohls.

• Created scope of work for structural projects which included: new builds, site modifications, on-site installation and repair.

• Serviced and installed phone systems, voicemail systems and POS systems. All while maintaining the highest service quality possible for all IT operational activities and adhering to industry standards.

• Completion of client and company checklists, photos, and test results typically communicated to management electronically within 24 hours of completion.

• Performed predictive and preventive maintenance testing on a timely basis and provided after-hours or emergency service on an as needed basis.

• Collaborated with carriers, vendors and customers to resolve and complete tasks and responsibilities according to scope of work.

Advanced Telecommunications of Illinois, Inc. Naperville, IL 1986 - Oct 2014 Senior Field Technician 2008 - 2014

Responsible for assuring all facets of field operations are executed in the prescribed amount of time in accordance with the scope of work.

• Traveled throughout North America to work on multiple projects for a variety of clients and served as the face of ATI in the field.

• Collaborated with carrier when customer is experiencing issues and participated in vendor meetings with carrier to ensure resolution of issue.

• Certified in ShoreTel servers, switches, installation and programming.

• Serviced and maintained legacy PBX systems.

• Worked with the carriers performing turn up and test, ports, extending circuits.

• Performed installations of cabling, jack and patch panels. Installation and MAC Manager 1999 - 2008

Directed 13 employees including 11 technicians, a dispatcher and an admin support to successfully implement all installations and MAC orders throughout North America.

• Reviewed contracts to ensure accurate labor hours allocated, verified correct hardware and software were included to complete the project in a timely and profitable manner.

• Communicated with the customer prior to a technician’s arrival and after completion of work to confirm customer satisfaction and quality assurance.

• Effectively streamlined closeout of tasks and new requests per defined SLA’s.

• Successfully tracked and resolved end-user reported incidents and eliminated any negative impacts.

• Coordinated technician certifications, certification maintenance and training. Performed employee reviews, salary increases, and vacation/PTO approval.

• Traveled throughout North America overseeing all installations and MAC orders. Field Technician 1986 - 1999

The first 13 years handled projects of all sizes with the ability to see the big picture and ensure successful installation of projects from beginning to end.

• Performed with complete competence all aspects of cabling, jacking, patch panels for CAT 3, CAT 5e and fiber.

• Handled PBX programming, installation, servicing and MAC work.

• Installed routers and switches.

Training/Certifications

• Phone System: ShoreTel/Mitel, Avaya IPO, MetaSwitch, Nortel, NEC

• Applications: TigerPaw, Rev.io, CDG, Microsoft suite, QuickBooks

• Contractor Portals: Podio, Concert Technologies, Tailwind

• Training/Certifications: Adtran, MetaSwitch, Polycom, ShoreTel UCSI/UCSP, 5ESS hardware and software, Mitel 5000, Mitel Axxess, Phybridge, TIE systems, Toshiba Certified, all Strata and DK systems, Panasonic DBS, Teltronics SRX, Fujitsu F9600 Certification, AVT Voicemail, Octel VP 100 Vociemail,200, 300 Certification

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