Shelia Kendall

Brooklyn, NY ***** 347-***-****

ad4erm@r.postjobfree.com

Aiming to leverage leadership and strategic planning skills to contribute to the success of a dynamic organization.

Strong background in strategic planning, time management, communication, administrative practices, standards of work and best practices. Seeking a rewarding role in a progressive environment, independent thinking, and/or team building.

Technical Skills:

Business acumen.

Project Management Infrastructure.

Project Management Structure Cabling.

Risk management.

Quality control.

10+ years’ experience with Max/Mac, End-user support, desktop/PC/Laptop

15+ years overseeing the provisioning and activation of network circuits.

Team management.

Collaborating with stakeholders, such as clients, vendors, and internal teams, to gather requirements and develop project plans.

Collaborate with other IT teams: network administrators, security teams.

Beta testing with end users supporting large telephony Contact Center

Avaya, Cisco, and NICE CXone VoIP Contact Centers.

Modify and deploy IVR applications with software engineers.

Test, monitor team performance evaluation.

Participated in training sessions and contributed to the development of new customer service procedures and scripts.

Monitoring project progress and adjusting plans as needed to ensure successful completion.

Provide efficient communication within the organization.

Testing and troubleshooting telecommunication systems to ensure proper functionality and performance.

Experience working with IP-PBX telephone systems which connect to the network.

Customer database gathering, customer facing, end-user training.

Providing training and support

Support cross functional teams.

Telephony Management Platforms – (managing and controlling telephony services), improving communication efficiency, and enhancing the overall telephony experience for both administrators and end-users.

EXPERIENCE:

Tempositions NYC, NY 3-5-2024 – 3-28-2024

Executive Receptionist/Lobby Ambassador

Greeting all guests/visitors, registering, check-in all clients into Prism computer system

Data entry

Handling phones and transferring calls appropriately

Attend weekly meetings and scribe for attendees for distribution of tasks.

NYC DSS/HRA - Brooklyn, NY 15 Metro Tech Center 112**-**-**-**** – 12-29-2023

Network Analyst/Contact Center Consultant

Keeping up to date with the latest cloud base application.

Managing user accounts and permissions on the company network.

Work with system administrators, and help desk technicians, desktop support, to resolve network related issues.

Monitoring network performance and troubleshooting network issues.

Documenting IVR scripting, modifying, and updating root call analysis reports for senior management.

NICE CXONE Cloud application.

Maintained Service NOW incidents.

Assisting agents with the knowledge and resources to handle routine issues independently.

Support various Cisco UCCE and UC environments working on various break fixes, move-add change requests, and new implementation projects.

Optimizing customer service interactions, monitoring, and improving call center performance, and continuously enhancing the overall customer experience.

PROJECT MANAGER, BLACKHAWK DATA – NYC, 07/2022 – 08/2022

Project deliverables, implementation, support, of the enterprise project management using Oracle NetSuite project management tool, also utilized Microsoft Project, Asana, Smartsheet’s, to optimize collaboration with stakeholders and sponsors, Team building and Leadership, Project Lifecycle Management.

●Responsibilities were Lead Project Manager for Port Authority NY/NJ

●Planning, initiate, and define the scope of work for multiple PANYNJ locations.

●Responsible for additional projects after initial hired date were Driscoll Foods, VNSNY Portfolio Advisors, JCT North Arlington School, OBH (Brooklyn Health)

●Managed a team of (6) engineers, (4) technicians, (2) Account Managers

●Conducted and hosted daily scheduled meetings with stakeholders.

●Documented, tracked milestones, budget projections, and assigned resource team in Oracle NetSuite, PPMO, EPMO, Agile methodology.

●Reviewed scope of work, budget, and inventory for information gathering

●Scheduled tech hours and implemented tasks to meet objectives to complete the project.

●Reconcile weekly time sheets for myself, engineers, and techs into Oracle NetSuite.

NYC H+H CORPORATION – NYC, NY 12/20/2021 – 07/01/2022

VoIP Project Manager

Led large cross-functional teams in the deployment of enterprise VoIP migrations.

Support the Health +Hospital enterprise infrastructure for all 11 H+H sites.

Interpersonal Skills – interactions and communication with co-workers, vendors, faculty/Staff.

Maintain all required project documentation and review (server, and parts, structured cabling paths, switches, ports).

Coordinated communication between department heads, staff, and external stakeholders to ensure effective information flow and collaboration.

Assisted in the development and implementation of strategic initiatives to support the division’s mission and objectives.

Deployed large Contact Centers. (test, implement, troubleshoot)

Developed and implemented administrative policies and procedures to streamline processes and improve overall division productivity.

Planning and organizing telecommunication VoIP IP-PBX projects, developing a detailed project plan, including scope, budget, and timeline, and identifying the necessary resources and materials for the project.

Attending Change Advisory Board (CAB) meetings.

Lead and managed a team of technicians and installers, assigning tasks, and ensuring that work is completed on time and according to specifications.

Columbia Medical Center – NYC, NY 622 WEST 168 STREET 06/2017 – 12/15/2021 Lead System Analyst

Experienced Cisco UC consultant leading projects for various customers remotely.

Telephony MAC implementation, restack projects, VOIP migrations, deploy small – to large call centers, data gathering for EPIC software implementation across the enterprise.

Build and sustain long-term relationships with clients based on mutual understanding, trust and respect.

Focus on identifying and meeting client needs in the most effective way. Meet with customers to assess and determine telecommunication needs and discuss the costs and benefits of available options.

Cooperate and collaborate with colleagues inside and outside your area to achieve goals. Contribute actively to help create effective partnerships, which meet organizational objectives.

Administer moves, add and change requests collaborating with other technical staff members to ensure customer satisfaction.

Process, update and close MAC requests in the ServiceNow IT Management application for all Telecom services performed in accordance with the SLAs.

Gather and analyze customer requirements for all forthcoming projects.

Build schedules with calendars, using Gantt charts, excel spreadsheets.

Gather and document requirements for targeted system improvement, security compliance, and regulatory changes.

Experience with stakeholder engagement and project management office.

Strong data collection analysis, and interpretation

Deliver required Telecom services for projects accurately and within scope.

Telecom/It Department NYU Langone Hospital Center – NYC, NY 01/2016 –03/2017

VoIP IT Coordinator

Engaged directly with clients to define scope and requirements, identify risks/issues, and offer effective solutions. Excel spreadsheet database presentations.

Configure VoIP systems, including hardware and software components, such as IP phones, gateways, PBX systems.

Cisco deployment for clinics in the 5 boroughs of NYC, family practice groups for the hospital community.

Providing training and support to end-users of the structured cabling system to ensure they are knowledgeable and confident in using the system.

Lead in the planning, installations, support, and maintenance of unified communications solutions such as Avaya and Cisco telecommunication systems.

Collaborate with other departments to ensure that Unified Communications services, capacity, and bandwidth are properly monitored and administered.

Working closely with clients to define project goals, objectives, and priorities.

Develop strong trust and performance-driven relationships with end-users.

Preparing RFPs input with Sale Engineering team, s, aligning bid submissions, providing analysis and recommendation for client evaluation.

Oversees scheduling of deployment requests.

Turn and Test circuits management.

Plan and order voice circuits with vendors.

Attend meetings on a continued requirement with the department head to maintain updates of timelines for every project.

Facilitate department improvements through analysis and recommendation of processes and policies.

Call Center preparation migration from Aspect legacy platform to Cisco UCCX system.

Network Operations Montefiore Hospital Center – NYC, NY 111 E 210TH Street 07/2013 – 2/2015

System Administrator

IT Management Day-Day operations, department restacks, Call Center Deployment, and operational construction projects from $100k to $20M.

Daily operations Cisco Unified Communication Manager (CUCM), Cisco IP IVR and Unity Connection voicemail products

Identify and analyze network quality and operational processes and then drive corrective/preventative action plans.

Configure Cisco various phone models 7900 and 8800 series.

Implement Change Management Control tickets.

Large TDM migrations (Nortel and Avaya platforms)

Onsite support at Guggenheim Financial Partners as a Cisco Administrator

Manage day-to-day operations for various business entities.

Voice over IP deployment (VOIP) of multiple small to large projects.

Responsible for meeting SLA (service levels) satisfaction objective.

Unified Cisco Manager programming and administering the day-to-day operations.

Network Services Department Scholastic Publishing – NYC, NY 557 BROADWAY 03/2011– 04/2013

Senior System Analyst

Daily operations Cisco Unified Communication Manager (CUCM), Cisco IP IVR and Unity Connection voicemail products

Provided operational support of Cisco ICM, Unity Connection, Call Manager, Voice Gateway and VXML gateway telephony infrastructure. Provided daily Unified Contact Center Enterprise administration of moves, adds, and changes of Agent, Agent Teams, Skill groups etc. within configuration manager.

Created and supported various circuits and maintained TFN traffic within various divisions of the organization.

Identify and analyze network quality and operational processes and then drive corrective/preventative action plans.

Corporate wireless devices manage, activate, and troubleshoot services.

Providing users with network technical support

Manage team tasks against SLAs as well as work against project plans adhering to project timelines, resource constraints, and within budget.

Work with IPT team to help resolve IP Telephony issues.

Stay abreast of relevant technological advances and continued training with Cisco's advanced technology.

Configure Cisco hardware 79xx series IP phones, all associated voice gateway levels, 6500, Voice Gateways

Verizon Business – NYC, NY 26 West 23rd Street 03/2003- 01/2011

PBX/Systems Administrator

Manage large Voice and Network installations.

Experience with Nortel PBX, Contact Center, Cisco Call Manager, CPE, Wireless Phones

Coordinated troubleshooting with providers to resolve various circuit issues.

Performed day-to-day moves, adds, and changes to Cisco Voice environment consisting of multiple gateways, clusters of Cisco Unified Call Manager 7, Unity 7 and Call Manager Express and Unity Express systems.

Secured all auxiliary equipment readiness.

Coordinated with field engineers during field services.

CS1K administrator, Nortel Voice and Data management, MACs

Voice mail systems.

Contact Centers migration from Legacy to VoIP

TM and call accounting applications.

Installation, maintenance and repair of CPE Wiring and cross-connections.

Implement and manage call flow, treatments.

Education

August 1981

AAS, Computer science, Jefferson State Jr College - (Jefferson State Community College)

May 2013

BA, Business Administration and Leadership, NYACK College - (Alliance University)

Core Skills:

Organizational skills such as time management and research skills.

Communication skills such as listening and writing.

Interpersonal skills such as empathy and flexibility.

Analytical skills such as critical thinking and problem solving.

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