Senior Telecommunication Professional

DOUGLASS L. JONES

Mesquite, Texas ***** 214-***-**** ****.*********@*****.***

SENIOR TELECOMMUNICATIONS PROFESSIONAL

High-achieving and seasoned telecom professional with over 30+ years of experience with a record of success driving market growth, reducing costs and achieving customer satisfaction. Able to succeed in dynamic environments and skillfully manage multiple tasks while being focused and efficient. Strong interpersonal skills, proficient in fostering positive professional relationships and able to communicate effectively across all levels. I have an extraordinary blend of management and technical skills across multiple platforms.

•Strategic Problem Resolution • Vendor Relationship Management • AVAYA PBX

•Quality Customer Care • ITIL Practices • Nortel Option 11 & 61

•Service Level Attainment • Cisco Call Manager • NEAX 2400/IPX

PROFESSIONAL EXPERIENCE

REGUS MANAGEMENT – Carrollton, TX 2011 - 2020

Telecom Support Technician

Received and assigned tickets through the Samanage ticketing system

Processed tickets within assigned region while meeting and exceeding service level agreements

Reviewed and processed all vendor invoices to ensure accuracy of time and materials for services rendered

Managed phone and voicemail systems in the US, Canada and South America

Complied data and created weekly and monthly reports for telecom and operations management

Consulted and partnered with multiple carriers/vendors to ensure the stability of all circuits within my region

Processed MAC requested on the Cisco Call manager for multiple sites in the region

Purchased equipment to keep the Telecommunication and Data systems operating efficiently

Worked in collaboration with Project Managers on all upgrades and migrations while exceeding SLA’s

COMPUTER ASSOCIATES, INC. – Plano, TX 2001 - 2010

Senior Systems Administrator

Optimized the daily activities of configuration and operations remotely for 25 sites in the South-Central Region

Developed end-user training materials and trained over 1200 employees on system upgrades

Isolated, diagnosed and restored phone/voicemail service while maintaining a 98% successful rate on all SLA’s

Served as lead technician and trainer on multiple system upgrades and migration projects

Cisco Call manager administrator processing MAC’s for end users

Provided technical support to end-users for network, phones and voicemail services

Partnered and coordinated with vendors to dispatch technicians on escalated issues

Recognized as subject matter expert on various phone and voicemail systems across all regions within the CA network

AVAYA COMMUNICATION – Carrollton, TX 1996 - 2001

Technical Support Specialist

Provided technical support to internal and external customers as well as field service technicians

Responsible for advising customers on best practices to route calls between several different locations using (BSR) Best Service Routing feature

Created and maintained existing Vectors within the PBX for 60+ sites international and domestic

Coordinated with (LEC) Local Exchange Carrier to dispatch technicians on escalated issues

Maintains network by troubleshooting and repairing outages, testing network back-up procedures and updating documentation

Supported and assisted national service managers and internal support teams in meeting SLA’s

Facilitated technical training on phone and voicemail systems

Developed and implemented processes and procedures for interface between phone and voicemail systems

Assisted in the installation and maintenance of both PBX and voicemail systems

EDUCATION

University of Iowa, Iowa City, IA

Bachelor’s Degree General Studies w/emphasis in Communication

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