Call Center Project Manager

PAUL EDWARD KAMINSKI

** ****** **

Columbia, Ct *6237

Email: *.********@****.***

Phone: 860-***-****

Senior Project Manager

Intelligent, highly capable Senior Global Project Manager with extensive telecommunications experience. Able to complete large-scale technical projects on time and within budget, meeting client needs and supporting long-term corporate goals. Exceptional interpersonal skills and industry background knowledge are assets to any team. A dependable Manager with 15 + years of team leadership for multiple teams on shore and off shore with a multitude of skills and technical expertise.

Specialties: Project Management best practices- Business Analysis - Software Development projects - Operational Streamlining – Pre and Post-sale Support- Problem Solving - Project Management - Quality Assurance - Risk Management - Team Leadership- Change Management

Areas of Expertise

Project Management Training & Leadership Telecommunications

Network Infrastructure Call Center Implementation IVR software development Video

Cloud VOIP SIP PBX WFM SAP Microsoft Project Excel Visio

Professional Experience

Avaya Communications, Columbia, CT 2006 – 2021

Senior Project Manager

Manage global projects and direct development changes for the installation of new systems of Voice, Video, and Data Infrastructure on premise and Cloud, staying on schedule and within budget. Help to establish Service Level Agreements to dictate the terms of customer issue resolution. Direct the installation of Experience Portal IVR, DSS Dynamic Self Service, Avaya OD Software Development, Interaction Center/Operational Analyst, WAN and LAN networks, and a range of other telecommunications technologies. Maintain certifications, including PMP and State of Ct T1 Telecommunications license.

Key Accomplishments:

Led the consolidation of service provider hubs and spokes to three main sites with a mesh environment.

Managed development changes for the installation of Experience Portal IVR for 25,000 call center agents.

Directed global implementation of security features, VPN, and a wide range of other services at 2,500 sites for a financial institution. Personally managed site implementations in North America.

Implemented global call centers project for a large Insurance company - managed call flow and screen pop roll out for over 15,000 agents in 4 call center environments.

RingCentral and Avaya Cloud Systems

Lucent Technologies/Avaya Communications, East Hartford, CT 1996 – 2006

Systems Engineer

Installed, maintained, and repaired a wide range of services and equipment, including Avaya telephones, Definity Extenders, VOIP services, PBX switches, voicemail servers, Unix-based CMS servers, data modules, T1 lines, and an IPC turret. Added, moved, and changed voice and data equipment. Reviewed traffic analysis reports. Assisted customers and end-users from a call center environment.

Key Accomplishments:

Served as a dedicated Customer Systems Engineer for two years at Mass Mutual in Hartford.

Recognized for excellent customer service with the Customer Obsession Award.

AT&T, East Hartford, CT 1994 – 1996

Systems Engineer

Acquired and maintained knowledge of Definity Enterprise communications servers. Participated in installations, upgrades, maintenance, and troubleshooting for AT&T’s PBX switches and voicemail servers.

Key Accomplishments:

Led a wire crew in the rewiring of Pratt and Whitney using Cat 5 cables.

Obtained T1 State of Connecticut Low Voltage Contractor License.

Education & Training

Master of Engineering, Computer and Systems Engineering, Rensselaer Polytechnic Institute

Bachelor of Science, Information Technology, Charter Oak State College

Associate of Science, Electrical Engineering Technology, Hartford State Technical College

Certifications

Avaya Certified Expert

RingCentral Certified Admin Expert

Network + Certification

Project Management Professional, PMI (PMP #1244951)

T1 License, State of Connecticut (ELC #0184586-T1)

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