Boy System Engineer

GARTH S. RUIZ

Cell: 602-***-****

Mesa, AZ *****

https://www.linkedin.com/in/GarthRuiz

*********@*****.***

Telephony Engineer/ Project Management Expert: have a proven track record in project management in contract negotiations, product testing, plus design, implementation and maintaining of medium to large enterprise voice systems.

Proven record on planning, coordinating, managing and implementing projects to install, move, remove and upgrade telephone equipment at both local and remote locations. Highly business oriented and skilled at delivering robust voice network design solutions with a strong emphasis on Call Center Design and Management. Possess strong client facing communication skills. Have strong skills to engage all members of the team to work together to create viable solutions that benefit the company. Possess strong analytical and problem solving skills. Is a strategic leader who works effectively with the business and technical team members. Can balance priorities to optimize resources and exceed design targets. Possess a strong sense of ownership in all tasks. Is a diligent tactician who constantly is searching for new ways to improve productivity and reduce costs. Have several years’ experience in both the manufacturing and revenue side of the industry.

Project Management

Telecom Engineering

Call Center Engineering

Contract Negotiations

Telephony Installations

Vendor Relations

Voice Mail Management

Inventory Management

Customer Relations

Problem Solving Skills

Process Improvements

Product Management

VoIP Networking

Team Leadership

Analytical Skills

Cost Controls

Professional Experience

O’REILLY AUTO PARTS

Asst. Manager Feb 2021 to Mar 2021

Essential Job Functions:

Supervise counter sales and customer services by ensuring all customers are promptly greeted, all phones are answered in a timely manner, all refunds are handled correctly, etc.

Help train new team members on store procedures, product knowledge, and sales/customer service

Provide input relative to a team member's job performance and attitudes for pay for performance evaluations

Assist store manager with essential store functions, i.e. store accounting, daily invoice checking, inventory control, store security, store and vehicle maintenance, etc.

VERTICAL COMMUNICATIONS, INC.

Project Manager July 2019 to Oct 2020

ROLES AND RESPONSIBILITIES:

Expertly managed all aspects of assigned projects; including project schedules and resources, to insure the successful completion of multiple and/or large-scale Telephony projects.

Manage the day-to-day financial aspects of projects which include: project costs based upon scope of work.

Be the key player in the proactive management of project communications with stakeholders; to include partners, customers, field resources and internal Leadership.

Actively lead the documentation, communication, management and escalation of risk across multiple projects

Coordinated the Review of Deliverables for Customer Submission

Responsible for monthly job cost review (JCR) with Corporate Leadership

Helped identify and drive opportunities to improve overall PMO performance; including process and methodology evolution

Master relationship builder - Ability to influence and hold accountable team members even when there isn’t a direct reporting relationship

Ability to support a fast-paced demanding work schedule; to include early mornings, evenings, late nights, weekends, etc.

WAL-MART, TEMPE, AZ

Department Manager – Hardware Aug 2018 to July 2019

Ensure customer satisfaction by greeting and answering their questions

Tour your area to ensure it meets our customer's expectations

Work hand-in-hand with team associates to get the job done

Prepare and plan for upcoming events that will impact your area

Ability to communicate, take direction at all levels, and turn it into action

Use basic math skills to maintain accurate inventory levels

CREXENDO, TEMPE, AZ

Telecom Support Service Representative 2018

Responsible for Tech Support calls from customers and partners. I would ascertain if the call was for tech support or an AMC (Adds, Moves or Changes). I would then create a service ticket. If the issues could be quickly addressed I would make the changes during the call. If it was a billable AMC I would assign the ticket to the AMC department. All others would be assigned to the in-house techs.

HOME DEPOT, Mesa AZ 2016 to 2018

Merchandising SVC Specialist

Responsible for implementing company standards for the appearance and arrangement of merchandise, assisting operations with layout to ensure proper merchandise placement and flow, planning and coordinating merchandise flow-through and to coordinate signage for special promotions.

CAVALRY PORTFOLIO SERVICES, LLC, Phoenix, AZ 2002 to 2015

Telephony Senior Programmer

Oversaw day-to-day programming of AXXESS and Avaya phone systems. Analyzed project requests to estimate time and cost required to accomplish projects. Created project plans that included the scope, roles & responsibilities, issues, and risk assessment for the phone system expansions and upgrades. Lead the project team to implement the projects while keeping the scoop and budget on track. Had indirect oversight of 4 IT technicians at 4 locations. Was on the team that replaced the AXXESS telephone equipment with the Avaya telephone equipment.

Worked on the team that replaced the Inter-Tel AXXESS system with the Avaya phone system. Performed all moves, adds and changes (MAC) ranging from simple to complex issues for all locations using the Session Manager. Used the Avaya IQ system to program the information for new call center agents to allow for reporting and real time viewing of agent performance. Created custom reports to use alongside the canned reports. Produced custom reports on demand when requested by Call Center management. Programmed all agents in the Avaya QM to allow the agents to be recorded 100% of the time. When requested by the legal department would locate requested contact(s) with specific clients using the telephone number(s) provided. Also programmed the agent information into the Avaya Speech Analytics to allow for data analysts to efficiently analyze call recording form QM for compliance and business analysis.

Using project management procedures designed and implemented New Telephone systems in all locations. Worked with internal team members to developed the project charter and identify the stakeholders. Developed the project management plan, collected requirements, and created the WBS. Defined and sequenced activities then developed the schedule. Sent RFPs to vendors and contractors to estimate the costs for the projects. Then worked with management to develop the budget. During the executing phase inventoried the deliverables and reviewed the work performance data. Managed the internal and external project team members. During the Monitor and Control phase worked to control the Scope, Schedule, Costs, Quality and Communications. All the while keeping the stakeholders informed. Once the project was completed performed a wrap meeting to verify all action items have been satisfactorily completed. Ensured appropriate project hand-off and closure occurs, including holding the final post mortem/ lessons learned sessions. Then archived all documents for future reference.

Using project management procedures designed and implemented all upgrades to the enterprise voice infrastructure.

Established contingency plans for all phases throughout the projects.

When necessary was able to crash a phase of the project plan in order to keep on schedule.

Had clear escalation plans if required to keep the project on track.

Using project management procedures for the installation of the telephone equipment and telco services when we opened a new office in up-state New York. Worked with internal team members to developed the project charter and identify the stakeholders. Developed the project management plan, collected requirements, and created the WBS. Defined and sequenced activities then developed the schedule. Sent RFPs to vendors and contractors to estimate the costs for each phase of the projects. Then worked with management to develop the budget. Negotiated contracts with each vendor and contractor then gave them to the legal department for final approval. Identified risks and performed qualitative and quantitative risks. Created the risk response to each identified risk. During the executing phase inventoried the deliverables and reviewed the work performance data. Managed the internal and external project team members. During the Monitor and Control phase worked to control the Scope, Schedule, Costs, Quality and Communications. All the while keeping the stakeholders informed. Once the project was completed performed a wrap meeting to verify all action items have been satisfactorily completed. Ensured appropriate project hand-off and closure occurs, including holding the final post mortem/ lessons learned sessions. Then archived all documents for future reference.

Performed all moves, adds and changes (MAC) ranging from simple to complex issues for all locations.

Documented all changes for management, Call Canter users and technical staff. Utilizing the proper language for each group.

Using project management procedures coordinated the removal of telephone equipment and telco services when we closed an office in up-state New York. Worked with internal team members to developed the project charter and identify the stakeholders. Developed the project management plan, collected requirements, and created the WBS. Defined and sequenced activities then developed the schedule. Worked with the Telco providers to cancel the contracts using the clause in the original contract. Created the risk response to each identified risk. During the executing phase inventoried the equipment and had the equipment moved to the other offices for expansion and or as spare equipment. Managed the internal and external project team members. During the Monitor and Control phase worked to control the Scope, Schedule, Costs, Quality and Communications. All the while keeping the stakeholders informed. Once the project was completed performed a wrap meeting to verify all action items have been satisfactorily completed.

Ensured appropriate project hand-off and closure occurs, including holding the final post mortem/ lessons learned sessions. Then archived all documents for future reference.

Responsible for negotiating and renegotiated all telecom contracts.

Negotiated with PBX manufactures for new PBX systems and yearly maintenance contracts.

INTER-TEL, INC., Phoenix, AZ 1991 to 2002

Product Manager System Engineer Sales Engineer

Used project management procedures to perform the following; used pre-defined test procedures and scripts to test software and hardware to identify integrity issues, wrote reports for software and hardware engineers to make improvements before retesting. Updated the test procedures and scripts as needed. Worked with the Technical Writers to proof read the technical manuals to insure their accuracy. Active member of multiple internal focus groups on product development. Worked with internal stakeholder to developed end-user training procedures. Trained end-users on basic programming changes.

Engaged in the Pre-Sales and Post Sales process with the Sales Rep, Customer and Technicians.

Responded to Request for Proposal (RFP) and Request for Information (RFI).

Worked as level II supported to the Technical Support Help Desk.

Reviewed product manuals for accuracy, and best practice procedures.

Followed pre-defined Alpha test procedures and scripts.

Reconfigured the Alpha Lab to eliminate the costly need to redesign the lab for testing different products.

Duplicated the lab in the Tokyo, Japan office.

Standardized the Alpha Testing policies and procedures for testing new software releases and products to eliminate costly down time.

Duplicated the policies and procedures in the Tokyo, Japan office.

Seamlessly integrated third-party product with existing AXXESS system in less time than was originally allotted by conducting all alpha product testing utilizing the new lab and policy and procedures.

Additional Experience

FUJITSU BUSINESS COMMUNICATIONS, Anaheim, CA Phoenix, AZ

Customer Assistance Engineer Supervisor Associate Engineer Application Engineer

Inside Sales Representative Programmer

EDUCATION, ACHIVEMENTS and AWARDS:

AZ Health and Life Insurance Agent

Certificate of Graduation – Project Management Professional – Canyon State Institute, Phoenix, AZ

Associate of Science (AS) – Data Processing – Control Data Institute, Anaheim, CA

Boy Scouts of America – Eagle Scott

Boy Scouts of America – Adult Leader

Chairman’s Quality Award

Branch of the Year Award

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