Telecommunications Professional
Resume:
**** ** **** *** **** *** FORT LAUDERDALE, FL ****8
b8bzoh@r.postjobfree.com
Doreen Morgan
Summary
I am a Senior Project Management professional with an extensive background in call centers, IT Infrastructure and PBX implementations and design.
Ability to uncover needs and requirements from the business units, present them to the development teams and programmers as well as the ability to communicate to Executive Management team.
Adept with interfacing with all levels of management, and has exceptional skills at determining and defining customer requirements.
Well versed in financial analysis, procedural development, change management, systems development, and PMO administration.
Successfully functioned in all phases of the Systems Development Life Cycle (SDLC) and has used many different project management techniques, including PMBOK.
Outstanding presentation skills, verbal and written communications skills and strong management and leadership abilities.
TECHNICAL SUMMARY:
Micro Soft Compatible PC’s
Windows 3.1/ 95/ 98/ 2000/ XP/2007/ Vista
DOS
PBX Systems
Nortel
Call Center 6.0
Call Pilot
Broadsoft ® IP PBX hosted systems
SIP trunking and I-Connect
Extensive Nortel Option 11C through 81C CS1K
Nortel IVR (formerly pharphonics)
M1000 Servers, IP Gateway, Branch Office, SRG and BCM
Cisco Call Manager
Unity Voice mail
Aspect
Nice Call Recording System
IEX Total View
AC and DC switches
Rectifiers, UPS, Battery Backup systems and Generators
Intelli Speech IVR
Intelli Desk
Symonview
Symposium 4.0, 4.5, and 5.0
Name Connector IVR
Telecorp ACD
Octel Voice Processing system
Nortel -CCM 6.0
Infortel Call Accounting System
Parlance Name Connector - Voice Recognition system
SKILLS AND ACCOMPLISHMENTS:
Infrastructure/Telecommunications Management:
10+ years of administering technical, support and management personnel in the Information Technology and Telecommunication Profession.
Worked with the Business units to determine business requirements for IVR and ACD scripting and routing.
Translated requirements to developers and engineers.
Managed the development and implementation of a Telecommunication Division within a publishing company that had no formal structure, staffing or budget in place to support telephone servicing, designing, acquisition, or installing.
Established policies and procedures for technicians in Network Operations.
Reduced cost over 50K per month.
Negotiations of service and maintenance contracts for WAN, voice services and PBX systems maintenance including tariff contracts.
Planned and implemented activities for hiring new employees to support the operations department of new acquisitions around the country.
Developed job descriptions and associated salary bands. Worked with an outside organization on salary surveys, job descriptions and actual duties. Worked with Human Resources to make appropriate adjustments.
Developed a training program for new users and call centers.
Directed and managed staff and teams of up to 50 members.
Set up call center to support $25m General Motors account.
Project Management:
Managed the development and implementation of a project management workflow to provide project definition, team formation, status reporting and monitoring in a systematic manner for the upgrade to a Nortel 81C with over 3000 users.
Managed changes for hardware and software, during a software upgrade and a hardware conversion from a Nortel 61C to an 81C.
Managed a Nortel VoIP installation in 34 countries and 17 states
Managed an upgrade from a 1000M to a 1000MSG supporting over 1000 user and 7 branch offices
Managed the Call Pilot 201i upgrade to a 703I call pilot system
Championed the introduction and implementation of Nortel Voice Services and Menus to replace existing routing through AT&T’s network saving the organization over 25K per month in usage.
Planned and managed activities between corporate facilities and telecommunications for staff relocation’s and new facility construction for the offices in Boston, MA and San Diego, CA.
Part of WAN design and implementation for 20 + sites.
Management and set up of Technical Support Call Center – Moved from California to Michigan
Fiscal Management
11 years of administering, developing and tracking departmental and corporate budgets.
Reduce operating cost over 45K per month during first six months with the organization
Administered development and monitoring for budgets of 1.2 in operating expenses and 1 million in Capital expense annually to support WAN and Telecommunication staff, hardware, software, and contractual resources.
Championed the implementation of call accounting system with processes and controls to track and charge back $ 1.2 million in annual telecommunication expenses.
Directed the contract negotiation process for services of a 500K WAN upgrade.
Reduced cost over 25K per month in long distance service charges.
Contract negotiations for video conference bridging services.
Set policies and tracking procedures for wireless users, which reduced cost over 11K.
Customer Service:
Set Policies and Procedures for technical staff
Standardized documentation for all switch rooms for both voice and data cabling
Directed the implementation of a 24 x 7 Help Desk service center to support all information systems clients.
Facilitated a standards development process, at the corporate level, for voice mail implementation and usage.
Facilitated standards for Wireless users.
Ordering of all voice and data lines for trade shows around the country.
Technical Management
Managed Nortel IP solutions for over 60 offices globally
Managed the Telecommunications sector of the Strategic Planning Organization.
Worked with Various executives from the parent company to define requirements and approve purchases from, AT&T, Sprint, Verizon Wireless, Cingular Wireless, Cisco, Nortel, and other Computer and Telecommunication system manufacturers.
Design and implementation of the MPLS Network.
Championed the design and implementation of removing the fiber remote switch replacing with underground cable to support Call Center in adjacent building.
Managed the process and activities for relocating the Technical Support Group from Foster City, California to Farmington Hills, Michigan.
Ordering and provisioning of all voice and Data Circuits, T-3, T-1, DSL Circuits, Centrex and ISDN Lines.
Employment
ISN TELCOM – Miami, FL 03/08 - Present
Telecommunications Project Manager
Project Management of Broadsoft IP PBX hosted systems.
Customer Service
Account management and sales presentations
Number porting
Call Flow Design - worked with Customers to determine needs and requirements. Translated to the provisioning team for programming and development.
Call Center Design
DEPARTMENT OF TRANSPORTATION – Boca Raton 06/07 - 02/08
Telecommunications Manager/ Project Manager Consultant
Operational, project and capital budget management ($1m) of all telecom solutions for Florida Department of Transportation SunPass Division – including architecting and programming of Nortel-based IVR/ACD switches, developing and implementing complex scripting solutions for networked Symposium 4.x/5.x servers (later upgraded to Call Center Manager 6.0), Replaced antiquated ATM frame network with MPLS-based VoIP network leveraging Nortel and Foundry data switches and complex QOS solutions.
Worked with the business unites to determine technical requirements for 2) Nortel IVR systems and presented solutions to executive management.
Responsible for managing new telecommunication systems installations – including hands-on upgrade and management of two Nortel PBX systems from Option 61C’s to 81C’s (CS1K) and Nortel IVR development and Contact Center Manager 6.0 upgrades.
Vendor selection and negotiations for all Nortel ACD/PBX equipment, professional services, hardware/software/upgrades, and maintenance & support contracts. Also negotiated and managed the call center re-cabling for facilities in Boca and Orlando.
Managed the Microsoft Engineering and Desktop Support team – including project management of the migration/collapse of 2 Active directory domains into a single forest (57 servers, 300 desktops, 400+ users)
VISTA HEALTHPLAN – Sunrise, FL 10/06 - 05/07
Callcenter Specialist
Operational, project and budget management of telecom solutions for Florida-based health insurance organization – including architecting solutions and design of the call flow of the Edify IVR and Nortel ACD switches; developing and implementing complex solutions for multiple site contact centers; and hands-on hardware/software/circuit upgrades. Fiscal responsibility for all telecom solutions (voice/data circuits, month charges, cell phones, PDA, etc)
Successfully managed enterprise-wide VoIP installations using Nortel and Cisco data switches; Call Pilot upgrades; Nice Call Recording system installation; Cisco Call Manager 5.x & Unity Express voicemail installations; and Contact Center Manager 6.0 upgrades and installations
Architected and implemented IVR/ACD call flows via Symposium scripting for three contact centers totaling 500+ seats (two in Florida and one in North Carolina). This included ongoing support of an Edify IVR using a Genesis T-Server.
AT&T – Jacksonville, FL 03/06 - 09/06
Telecommunications Architect/ Project Manager Consultant
Consecutive and concurrent BCM installations for AT&T customer US Bank throughout the United States (AT&T)
Design and pre-configuration of all telecom equipment for over 30 nationally distributed sites, project management of the installation roll-outs, and remote testing and troubleshooting
ALLEN SYSTEMS GROUP - Naples, Florida 02/05 - 02/06
Manager of Telephony Services
Responsible for all Telephony Related Hardware, Software, Peripherals, Services and Contracts for 17 offices in North America and 34 International Sites.
Reduced monthly operating expenses over 45,000 per month during my first 6 months.
Responsible for Telephony integration and wan Circuits for new locations and acquisitions Upgraded 5 Nortel Systems to Succession 3.0
Upgraded 1 Nortel System to Succession 4.0
Responsible for VOIP for all sites
Responsible for all Wireless and PDA Devices
Responsible for all Video Conference System
Responsible for Telephony Infrastructure
Management of engineers, technicians, billing analyst and operators
Work very closely with Network Services for CTI integration
Determining Engineering requirements for new systems and or upgrades
TRINITY HEALTH (MERCY MEDICAL CENTER) - Sioux City Iowa 09/03 – 01/05
Telecommunications Operations Manager
Responsible for the RFPs, vendor negotiations for services, hardware and ongoing maintenance.
Responsible for daily activity for 2 large hospitals and 74 clinics.
Upgraded PBX systems from Rls. 25 to Succession 3.0
Replaced Octel Voice Processing system with Meridian Mail
Programmed and installed telephones for the new Heart Center and new Same Day Surgery Centers.
INTERTAPE POLYMER GROUP - Marysville, MI 04/03 – 09/03
Telecommunications Consultant
Responsible for the RFPs, for the Avaya PBX upgrade and Call Center implementation
Responsible for all Telecommunications invoice and services
BLUE CROSS BLUE SHIELD - Southfield, MI 03/02 – 04/03 Telecommunications Consultant
Project Manager for the hardware installation of the new Option 81 C to support 3000 users in 3 buildings.
Responsible for the programming and engineering of the Option 81C and oversee moves, Additions and changes for Southfield BCBSM and remote sites.
Member of ‘Process to Production’ team.
Set policies and procedures for technicians and Switch rooms.
Set up ACD and Call Centers for remote sites.
Programming of the 81C to accommodate 3000+ users
GALE GROUP - Farmington Hills, MI 10/99 – 02/02
Sr. Telecommunications Manager
Managed team of up to 15 which included Nortel Engineers, MCSE’s and desktop personnel Nationwide.
Responsible for all Voice and Data Circuits provisioning, ordering and contract negotiations.
Reduced monthly long distance charges by $25K per month.
Set policies for Wireless devices, reducing costs by $11K per month.
Cleaned up and documented MDF and IDF’s.
Responsible for Nortel PBX Systems and Meridian Mail / Voice Services.
Upgraded PBX from 61C to an 81C.
Oversaw Infortel Call Account System and Telecorp ACD Monitoring and reporting systems.
Project Manager for the new data center in San Diego, Boston and Cleveland.
Daily maintenance and support for all sites supporting 3500 users nationwide.
Responsible for all wireless devices, PRI’s, WAN Circuits and Picture Tel Video Conference systems.
Engineered and set up Call Centers – Voice Menus and Routing of calls.
Managed a $1.2 Million budget.
Made executive presentations on recommended upgrades and infrastructure changes.
Managed Consecutive and Concurrent Telecommunications Projects
Programming and design of all Nortel PBX installations and upgrades.
Ongoing support of Parlance Voice Recognition system
ADP, AND VERIZON BUSINESS SYSTEMS 05/96 – 12/01
Telecommunications Consultant
Project Manager of the Option 81C installations for Verizon Business Systems
Programming of new installations for Verizon Business Systems. .
Responsible for daily moves, adds, and changes and routing of ACD Queues and setting up of Call Centers for ADP.
Station Reviews Dominos and Verizon Business Systems, customers
Project Management and programming of Dominos Pizza Headquarters telephone system with over 700 users.
Moves add, and changes for ADP
End User training for Dominos and Verizon Business Systems
VALUE BEHAVIORAL HEALTH, Southfield, MI 06/95 – 04/96
Telecommunications Manager
Project Manager of the Option 81C installation supporting over 1200 users.
Responsible for daily moves, adds and changes and routing of ACD Queues and setting up of Call Centers.
Provided end user training for 500 ACD agents in the call center.
Negotiated with vendors for all service contracts for voice and data services.
MICHIGAN BELL, SPRINT, MCI AND INFORMATION RESOURCE GROUP 10/86 – 06/95
Sales - Telecommunication Equipment, Services and Databases
Education and Training
Nortel PBX Certified - Meridian Mail, Call Pilot, ACD, Database Administration, Video Conference systems, Centrex, Aspect, Symposium, Octel Voice Mail System, Telecorp, Infortel Call
Managing Technical Professionals through AMI
Project Management Professional Training through PMI
Dale Carnegie Leadership Course - Norfolk Community College
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