Telecommunications Analyst / Project Manager

LOUIS W. CUEBAS

*** **** **** ****** ******, New York 10306

Cell Phone: 718-***-**** Email: ***********@**.***

SUMMARY:

• An excellent senior Technical Project Manager / Telecommunications Manager with extensive, military and corporate background.

• Ability to perform in a high demand environment

• Created a new process and Service delivery Model that was adopted globally

• Proven track record for cost reduction and shortened delivery times to provide true SLA’s.

• Established a dependable telecommunications department with immediate response to subscribers.

• Ability to work independently and unsupervised, and straddle both Break fix and Project Management

• Nortel telecommunications engineer, Cisco, Nortel Option (11c), (61,c), and (81c)

• Function as primary liaison between customer, service provider, and service vendors.

• Proven work history, able to provide recommendations upon request.

• US Army Combat Veteran

EXPERIENCE:

BT Americas

Lead Project Manager October 2011 – Current

• Own and develop a high-level Customer Relationship with their designated customer-base and key suppliers and to deliver excellent customer satisfaction. Provided at "peer level”, higher within the customer organisation. Built and enhance a mutually beneficial relationship.

• Manage end to end Service Delivery for his/her customer base with Delivery Functions (OM, CE, Config Engineer, and DQ), liaising with suppliers, management of customer outages and infrastructure installation, culminating in the management, scheduling and smooth migration of infrastructure services.

• Manage the implementation of Service Delivery Strategy and the developed a service delivery relationship across the team, Account Teams and Customers for all service related issues, as appropriate.

• Built with customer and all order counterparties (B-ends), account teams, relevant PMs and OMs a Project Plan in advance of project kickoff.

• Coordinate exchange of all relevant technical information for customer and customer's counterparties to prepare their internal configuration in advance of implementation.

• Coordinate test & turn ups, and application testing with customer and customer's counterparties, in coordination with customer's counterparties PMs and OMs.

• Provide Reporting across a number of operational teams using standard BT Products (e.g. PPR, TBS, JIRA, Radar, COT +, FAM +, Business Objects) to ensure progress against targets and elements such as RFT, delay code management and customer communications.

• Attend regular review meetings at peer level or higher with Customers and Account Team and to solve/raise delivery issues.

• Handle complex delivery escalation situations that affect key clients and providers or across the project. Including where customers are in delay.

• Participate in resource planning and capability matching across delivery teams.

• Demonstrate a high level knowledge of BT products throughout the end to end delivery process according to their customer base.

• Serve as service delivery contact regarding pre-sales questions and customer communications on issues such Lead Time to Connect SLAs and customer delivery dates.

• Completion of Site Surveys and acquiring of client provided CPE IP when the order is Non Standard.

• Combine the Customer Order Form with other orders/services as defined in the project plan.

• Proactively drive delivery issues that span BT, customer and supplier.

• Provisioning of Ultra, Midi Fusion, Netscreen, Gateramp RVI, Hosting, RVPN (CAPMAN)

• Drive short term improvements against Service Delivery KPI's, but develops Customer Satisfaction plans for the long-term to meet overall customer satisfaction targets, which could include perception, client survey or Event Driven Customer Satisfaction Measures.

• Drives process changes to make complex ways of working simpler for their work area.

• Total ownership of Customer Satisfaction Targets for Service Delivery metrics, responsible for implementation and roll-out of a Customer Satisfaction Plan, based on outputs from surveys and Customer Feedback.

• Own the responsibility for root cause analysis of delivery issues and service delivery incident reports.

• Established and set objectives and drives through quality service improvement plans.

• Escalation point back to the client and or providers for delivery issues

• Develop delivery solutions for non-standard products where solutions may not yet be defined and need to be developed in order to resolve customer problems.

• Build and maintain internal relationships across Service Delivery, Technical Solutions and Account management organisation with regular reviews with all relevant parties.

• Influence others within own and across other parts of the organisation.

• Strategic and innovative thinking towards future service strategy.

BT Americas

Lead Project Manager April 2007 – October 2011

• 5-years experience with migrations from Tandem to VoIP platforms.

• Hands-on with VoIP and telecom equipment, standards and technologies

• Wide range of successfully deployed VoIP services and applications

• Strengths in implementation of complex projects paying attention to details

• Creative problem solver, high degree of initiative.

• Analytical skills to examine data and provide the most efficient solution

• Skilled in solving complex network problems and proficiency in designing and implementation of computer network.

• Design, implementation, ongoing management and troubleshooting of Cisco Unified Communications Systems, including Call Manager / Unified Communications Manager 6.x, 7.x Unity Management and troubleshooting of Cisco Analog and Digital voice gateways and devices.

• Management and troubleshooting of media servers, media gateways, and IP phones. Participate in the troubleshooting activities associated with daily operation works. Implement and support new and existing activities

• Monitored all phases of project development and ensured customer satisfaction.

• Developed project goals and objectives, monitored project for accuracy and ensured its completion on time.

• Managed all reports of project status and problem resolution for various telecommunication plans.

• Inspected equipments and services provided by external vendors and ensured its standards according to required specifications.

• Oversaw working of projects and ensured compliance of ITIL Standards

• Conduct on site data gathering to design or explain products and solution

• Aid in maintaining fiscal control within company regulated budget guidelines

• Maintain Multiple projects and develop project portfolio’s to determine project associations and impacts

• Travel to and from customer appointments and/or Unilever/BT offices.

• Support BM’s on special projects and related tasks when needed

• Exhibit experience and good judgment necessary to plan and accomplish personal and organizational goals.

• Consistently exceed in delivering projects under budget and ahead of schedule.

PROFESSIONAL TRAINING:

United States Army Corp of Engineers

Signal Systems Support Specialist (Rank: E-4 Corporal)

January ‘95– November ‘98

U.S. Army served in Bosnia Herzegovina, Croatia, Kosovo, Serbia, and Macedonia at the height of the Yugoslavian civil war.

Multiple unit citations for distinguish service, and job performance.

EDUCATION:

PMP Candidate, Prince 2, ITILv3, SEC, Cisco Unity, Cisco Communications server

Netcom (Cisco Certification) New York, NY

CCNA / CCND Candidate, CME and CMU training

DeVry Institute of Technology North Brunswick, NJ

Telecommunications Management

Global Knowledge Parsippany, NJ

Nortel Database Administration Course III (one-week training course) – May 2001

United States Army (31u/18r) Fort Gordon, GA

Army Corp of Engineers / Signal Systems Support Specialist (eighteen-week training course)

PROFESSIONAL MEMBERSHIPS:

• US Government top secret security clearance

• Communications Workers of America (CWA 1109/M-Card)

TECHNICAL HIGHLIGHTS:

• Networking, Design & development of microcontroller based systems and Key Telephone Systems. Have wide technical Knowledge in following areas like CISCO VOIP Solutions, IP Phones, Nortel, and Avaya Platforms.

• PABX Voice over IP: H.323, MGCP, SIP and SCCP Voice Platforms: Cisco Call Manager/Unified Communications Manager4.2 Cisco Unity, Cisco Express, CUCM 7,[ Asterisk(Tri-Box),]CCS7, CAS, ISDN BRI/PRI, OC3, DS3

• Design and implement emerging technologies such as VoIP, Cisco IP Telephony, and IP Contact Center

• Design, deploy, and support Cisco Call Manager / Call Manager Express and Cisco Unity (VM/UM)/Unity Express solutions

Design and deploy:

• Cisco Call Manager (4.x) Cisco Call Manager Express (3.x, 4x.)

• Cisco Unity (4.x) (Unified and Voice Messaging)

• Architect

• Designer

• Project Manager / Process Manager /Order Management

• Break Fix /Service Delivery/Provisioning/Capacity

• Procurement

• Embedded Deal Architect Exploited sales opportunities that otherwise were not visible to BT.

• 1st level escalation for Vendor Management and BT legal

Contact this candidate