Manager Project
Resume:
ANDREW FREDLUND
Apex, NC *7539
******.********@*****.***
http://www.linkedin.com/profile/view?id=23091049&trk=tab_pro
SUMMARY
I am a hands-on professional with over 20 years of IT, Telecom, Project and Operations Management experience in the Telecommunications, Wireless & IT sectors. I am used to leading large, dynamic cross-functional teams and solving diverse and complex problems. Areas of Excellence include:
• LAN/WAN Technical Expertise
• TAC-NOC Operations • SSCA SIP Certified
• BCDR Planning
• Wireshark PCAP Analysis • Customer Training & Support
• VoIP & SIP Management & Troubleshooting • Technician Training & Mgt
• Voice (Switched) Network Management
• Systems Installations including MAC’s
• ISP & OSP Field Operations • System Implementation
• Inventory Management
• Workflow Management
PROFESSIONAL EXPERIENCE
Bandwidth.com Cary, NC
Voice Engineer | Team Lead March 2011 to Sept 2012
• Provide TII/TIII TAC support to customers for VoIP, SIP Trunking,SMS and 911 products.
• Provide TII remote support for Windows XP, Win7 & MS Office Suite (Word, Excel, Outlook)
• Performed detailed Wireshark analysis on WS PCAP’s to identify SIP Messaging & RTP Media issues
• Manage, coach & train TII TAC Team.
• Manage ticket flow to meet or exceed defined SLA’s & KPI’s.
• Partner with customer’s local IT support personnel in resolution of issues.
• Responsible for configuration and troubleshooting routers & SIP ALG network devices.
RAM Network Services Naples, FL
Ops Manager /Senior Network Engineer 2009 to Feb 2011
• Founding Team Member. Responsible for the design & construction and support of Voice &IT infrastructure for new Corporate Headquarters & remote office locations (LAN, WAN, VoIP, and Switched Services)
• Responsible for recruiting, hiring,training and support of internal & contract technical staff. Core business is providing Network Infrastructure Services to LEC’s, CLEC’s, local, Regional & National & International Companies.
• Responsible for all Enterprise Hardware: KSU’s, PBX’s, VoIP Servers, Nortel/Cisco Switches & Routers, Barracuda Link Balancers, Firewalls & VPN Servers, Network Printers & workstations.,
• Oversee network security management, software distribution & technical support for hardware & software for Internal & External customers
• Responsible for vendor & supplier relations.
• Responsible for Company Safety Program, Technical Training & BCDR program
• Design, Development, Implementation & Support of custom and OTS applications & databases
US Metropolitan Telecom - CLEC Bonita Springs, FL
Network Administrator / Project Manager 2007 to 2009
• Served as technical liaison between IT Department and Network Engineering, Construction, Sales, Customer Service & Quality Assurance Departments.
• Interfaced with LEC & CLEC’s for all circuit design, provisioning & support issues
• Responsible for support of switched & IP voice infrastructure (Lucent PBX, Cisco Call Manager)
• Responsible for equipment inventory & resale of used/recycled equipment.
• Developed and maintained training & safety SOP’s & written documentation.
• Implemented MS CRM and CA Service Desk trouble ticketing & Work Order and Sales Management system.
• Oversaw and managed enterprise-wide Cisco VOIP Call Manager & Unity voicemail platform
Practice Management Consultants, Inc. Fort Myers, FL
Technology Manager & Training Director 2002 to 2006
• Responsible for installation & service of Voice & Data network hardware
• Responsible for installation, operation and maintenance Practice Management hardware & software systems in large multi-specialty practices.
• Staging & testing of all customer equipment prior to installation
• Implemented VoIP Solutions for large multi-location practices, contributing to significant cost savings.
Arch Wireless Westboro, MA
Regional Technical Manager-Florida & Georgia 1995-2002
• Responsible for the support of voice & data services for 20+ Regional Sales & Customer Services locations including KSU’s, PBX’s, Data Services and dedicated & switched voice services.
• Responsible for all special circuit ordering, provisioning, test & turn-up from multiple LEC’s & CLEC’s throughout Florida & Georgia.
• Managed staff of 40 Technicians including scheduling, Mentoring, Counseling & Coaching, Annual Performance reviews & all associated HR functions including semi-annual EEOC training & updates.
• Responsible for Network Uptime & Outperforming SLA’s.
• Implemented new procedures for Disaster Recovery, providing customers with reliable and secure system redundancy.
• Actively participated in multiple local, regional and nationwide wireless carrier acquisitions, mergers & integrations.
• Full P&L responsibility
• Responsible for $3.5M annual capital budget & $8.5M annual operating Budget for FL & GA
The Hawthorne Group-Palmer Wireless Fort Myers, FL
Technical Manager 1986 to 1995
• Oversaw all aspects of technical operations (Internal & External Customer Networks)
• Responsible for Switched Voice & LAN/WAN operation, troubleshooting & support
• Presented and expedited technical solutions to issues in the evolving & newly deregulated telecommunications sector.
• Assisted Partners in planning and execution of wireless system build-out strategy, eventually leading to a highly profitable sale.
EDUCATION
Edison State College, Allied Health Sciences, Pre Hospital Care
Andrew Fredlund Professional Recommendations
“Andy is a very gifted trouble shooter and is adept at solving complicated technical problems. He takes a great deal of pride in his work and it shows. Andy does a great job of balancing technical acumen with genuine concern for the customer. He is patient, resolute and outstanding at customer education. If you are looking for someone who can dive into chronic, perplexing technical issues with a great deal of gusto and has the technical gravitas to get those issues resolved in a cross platform (SIP, LAN, WAN, POTS) environment no matter how big the challenge, Andy is your guy.” September 12, 2012
Earl Wright, VP, Operations, Bandwidth.com
“I am writing on behalf of Andy Fredlund who I worked with for a year at Bandwidth.com, and am pleased to recommend him based on the quality of his work.
Andy served us in the capacity of Tier 2 Technical Assistance agent. His skill set includes well developed fault isolation and resolution skills in an integrated VoIP environment. Andy is at his best when dealing with difficult issues that seem to fall into the common gray areas of networking/VoIP demarcation. The harder the issue is to pinpoint and greater the level of chronic occurrence, the more focused and resolute he becomes. He is especially skilled at customer education around responsibility spheres and the ownership of the items therein. Andy is adept at troubleshooting SIP specific issues and also at driving carriers who may or may not be as proficient with SIP as we are. On several occasions, Andy was able to serve as a bridge between traditional switch translations folks at established carriers and our more forward looking SIP network engineering teams to resolve ongoing issues.
Andy was a strong performer while he was part of our team, and we regret the loss of his contribution but understand his decision.
It is with pleasure that I recommend Andy for his next opportunity.”
David Morken, Co-Founder and CEO, Bandwidth.com, Republic Wireless, inetwork.com
“It is with much confidence that I recommend Andy as a technical engineer - Andy has a very wide skill set matched with a vast amount of experience that would advance and propel him in many sectors of the technical industry. He adapts to complex tasks with great fortitude and is undeterred by any situation. His motivation, morale and work ethic are nothing short of exemplary. He truly cares about the challenges customers may face and it reflects in his work. He is detail orientated and especially suited for leadership roles. While I worked with Andy, I witnessed his professionalism combined with technical proficiency as well as great technical discernment - These attributes and many more have prompted me to recommend Andy for new challenges he may seek out - Any company is lucky to have him!” October 13, 2012
Tamara Neilson, VOIP tier II NOC, Bandwidth.com
reported to Andy at Bandwidth.com
“Andy worked in our initial startup as Collier County EMS. Andy was one of my first paramedics working in the new advanced life support system in our county. He was and is a spectacular and gifted medical provider and an extremely bright individual who can master just about anything he sets his mind to. I write this recommendation with the highest endorsement. Robert Boyd Tober, M.D., FACEP, Medical Director Collier County EMS” July 6, 2012
Robert Tober, Medical Director, NCH Healthcare System
“When Andy says that something will be resolved, he means it. Andy does not back off of a project, no matter how complex it is, until it is complete to the clients satisfaction. His integrity is above and beyond that of most service providers I work with. He follows up when he says he will and communicates the action plan very well. He isn't afraid to deliver difficult news when it is needed. Andy is a great addition to any IT project.” December 5, 2011
Kevin Eilerman, President, Nexus Software, Raleigh, NC
“I had the pleasure of working with Andy while we were colleagues at Arch Wireless in South Florida. Andy is a detail oriented individual with tremendous technical prowess, excellent knowledge of networks, and top notch management skills. I would have no reservations recommending him for opportunities in multiple industries.” December 12, 2011
Chuck Franks, Regional VP, Arch Wireless
This letter is to praise the efforts of Andy Fredlund whom I had the pleasure of reaching in the midst of a VOIP failure at our business and who delivered superior customer support service.
Andy was an excellent technical service representative to speak to because he genuinely listened to my concerns which were complicated due to the many touch points of our VOIP problem. He quickly and efficiently took control of the troubleshooting process and due to his exhaustive diagnostics he provided the exact place for my tech team to concentrate in order to resolve the problem. His friendly and professional manner included follow-up and a willingness to think out of the box to offer options for call forwarding to keep our phone lines open to the public while we worked on resolving our VOIP problems.
Andy is an asset to your team and a great reminder of why we are committed to your organization.
David Melkonian, Chief Operating Officer
Valley Medical Staffing &VMS Medical Group
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