Telecom Admin

Lynn M Baxter

*** * ***** ******  Caledonia, MI  616-***-****  ********@***.***

Targeting Administration and Receptionist Positions

 Senior consultant with 18 years of experience in office protocol and phone etiquette.

 Consistently recognized for customer service, troubleshooting skills used to rapidly and cost-effectively resolve challenging issues.

 Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of Microsoft applications.

Technology Summary

Software:

• MS Project

• MS Visio

• MS Word

• MS Excel

• MS PowerPoint

• FAX Machines

• Copy Machines

• Avaya Phone Systems

Work Experience

OpTech (Detroit, MI) 2007 – 2009

Avaya Technology Consultant (State Of Michigan)

• Supported legacy Definity PBX’s and Octel Voicemail systems (G3, G3SI, etc.)

• Preformed daily Mac’s changes (moves, adds, changes & deletes) in PBX and voice mail systems

• Assisted with resolution of Telecommunications troubles , coordinate with vendors and end-users as required

• Generate project reports and documentation in connection with implementing switch consolidation project.

• Support site coordinators with project work connected with switch consolidation project

• Provide documentation updates for use on Telecommunications share drive

• Work with vendors (Avaya, Qwest, etc.) to resolve trouble tickets with circuits and equipment

• Conduct research for projects assigned by management

Hastings Mutual Insurance (Hastings, MI) 2004 – 2006

Telecommunications Specialist

• Support and maintained the entire voice network including Avaya G3SI PBX system, Intuity voice mail, pagers, BCMS reporting for call centers, and capital projects

• Supply and coordinate onsite labor and material for voice systems for the organization, and inventory functions.

• Support system hardware installations and upgrades. Provide 24/7 support for hardware failures.

• Support Telecom Manager in coordinating and maintaining efforts of providing stable and cost effective communications platform.

• Provide support for voice equipment for various remote user locations.

• Administrator for routine Moves, Adds, and Changes, punch downs, Troubleshooting and repair.

• Design and implementation of Call Canter Telephony services including: ACD, Vectors, skills routing, BCMS call management, Voice-mail-Real-time and historical reporting systems.

• Work with management teams to assist in the design of Call Centers, announcements and related telecommunication systems and services.

• Maintain billing invoices and working relationship with various telecommunication vendors.

• Develop training material & train company employees on the latest telecommunication equipment and features

STEELCASE INC. (Grand Rapids, MI) 1986 – 2002

Senior Telecommunications Engineer

• Designed, implemented, and maintained the entire voice network including Avaya G3r PBX system, voice mail, pagers, cell phones, Ascendent Mobile extension, CMS reporting for call centers, and capital projects

• Performed detailed analysis and monitored all telecommunication functions to persistently improve performance and reduce cost by 30%

• Leader of team that initiated new wireless voice application

• Construction of cell site and installation of infrastructure in 12 buildings to enhance cellular signal and use of Ascendant Mobile extension as a wireless solution

• Facility project manager for upgrades (complete wiring of new building, furniture, and equipment installation) including relocation of several hundred employees

• Supervised and motivated a team of 8 technicians/contractors in achieving telecommunication and business goals

• Performed detailed analysis, reviewed overall cost and reduced cellular rate plans for end users when appropriate

• Consult with department managers to provide new technology to help the end user work more efficiently

• Member of team that coordinated new effort with cellular providers for online ordering system

• Developed procedure and trained day to day staff of 6 on order and customer service process

• Managed the Nextel cellular phone program for 1800 users

• Developed service and repair process for Nextel cellular phone program

• Managed the pager program for over 2500 end users

• Headed up team to produce RFP for new pager vendor

• Developed relationships with pager vendors to review over all use and reduce cost by 50%

• Managed and coordinated effort to change out 2500 old pagers and numbers to new pager provider

• Managed team of 3 employees and outside vendors to replace all old video equipment in facilities throughout the US

• Coordinated with company’s IT, Engineering, Provisioning, Order Entry and Billing organizations for successful development of strategic IT plans

• Communicated effectively with senior executives and staff to develop and implement strategic IT plans and budgets

• Trained company employees on the latest telecommunication equipment and features

Available for Relocation & Travel

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