Project Manager Technical Support

ANTHONY TRAN

703-***-**** *******.***.****@*****.***

PROFILE:

Highly motivated and adaptable tier 2/implementation coordinator with 5 years experience in technical support and project management. Proficiency in enrolling VoIP phones, and call captures using Empirix. Seeks to learn and contribute to the organization and pursue a career in Information Technology.

EXPERTISE:

Customer Support

Management and Administration

Telecommunication

Microsoft Network Monitor

Microsoft Office

Packer Tracer

PROFESSIONAL EXPERIENCE:

Consolidated Communications

Install Project Manager II December 2023 – Present

Ensure a positive customer experience for Consolidated Communications' (CCI) clients by managing installations and training customers on the use of services

Acts as the primary point of contact to the customer during the project, offers solutions supporting the Customer’s needs, and actively promotes products and services

Upon completing an installation project, expresses appreciation to the Customer for their business and verifies that the customer understands how to communicate with CCI for ongoing support and/or additional needs

As a project manager, this position is the point of contact for cross-functional CCI groups involved in delivering new CCI commercial services

Participates as part of a creative team in developing and implementing plans and activities that drive quality installations and customer experience

Oversees multiple installations for various customers at any given time that are complex in nature and may include a variety of service offers

Coordinate and/or verify orders and deliveries involved in implementation

Function as primary customer liaison during implementations from point of order receipt through installation

Upon installation provides customer with contact information and methods for all CCI support teams

Maintains a project schedule for all installs via support systems such as Salesforce, CircuitVision, Prism and Netcracker and conducts regular meetings with members of the various departments involved to ensure projects remain on schedule

Write project plans outside of operational support systems to coordinate multi circuit/multi-site installations

If necessary, modifies the plans and communicates changes to all parties involved

Coordinates the scheduling of all critical dates to the project with both internal CCI resources and external vendors

Ensures all service testing is completed in advance of turn up and when necessary ensures that any issues that arise are resolved

Provides training resources to customer, based on Product designated standards, as necessary and ensures satisfaction of installation upon completion of the project

Manage own work schedule under general direction from management

Uses in-depth knowledge of Company's services and products, handbooks, training guides and product reference files to assist the customer with any questions that may arise through the installation process

Assists with maintaining files of customer records and other pertinent material

Performs miscellaneous duties or projects as assigned

Fusion Connect August 2017 – November 2022

Project Implementation Coordinator

Coordinate between client and vendor on MS Teams migration with no downtime Coordinated with customer for dispatches in voice installs and circuit installs on customer premise

Overview scope of project and made adjustments to customer needs with collaboration of sales.

Utilized Total Agility software to auto-provision into Clarity for installs.

Planned and executed dispatches with CCS to troubleshoot VoIP equipment at the customer’s premises.

Monitored Polycom phones, Cisco phones, Edgemarc routers, access circuit up to DMARC and troubleshooting/ configuring when problems arise.

Reported daily/ weekly/ monthly on the projects on the milestones of the voice/circuit installs while maintaining the expectation of the SLAs between the vendors and the clients.

Managed Polycom, Cisco, and Yealink devices on the customer account.

Provided training for customers on how to modify their call flows for the Hunt Groups and Auto Attendant through the customer portal.

Coordinated with the customer on the migration of MegaPath UC1 soft client to Cisco Webex soft client with training of Cisco Webex.

Provided technical support such as scheduling customers with Install Engineer to ensure the smooth coordination of install of VOIP/circuit install.

Identified and deleted duplicate emails for Webex migration.

Reviewed customers data for incomplete or inconsistent information after sales hand off for implementation.

Managed and supervised customer database for migration and implementation.

Variant November 2016 - August 2017

Support Engineer

Provided technical support such as troubleshooting/ configuring VoIP phones, VoIP routers, access circuits up to DMARC to ensure the smooth operation of internet and VoIP service.

Configured firewall settings on a Meraki by using the Meraki dashboard.

Worked with Clarity ticketing system while maintaining the SLAs on ticket closures.

Created and Sent reports directly to supervisors.

EDUCATION:

Westwood College – Associates Degree in Network Security

University of Maryland Global Campus – Bachelor’s in Cyber Security (In Progress)

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