Project Manager Customer Service

SUMMARY OF QUALIFICATIONS

Proven track record in face paced environments where my ability work in stressful environments has made me an asset to the companies I have worked for . Over 14 years experience installing, maintaining, and troubleshooting communication systems. Assisted in roll out of the US Army’s MSE communications system. Received first ever “Double Zero” quality audit in South Carolina for The Bellsouth Team. Elevated from Hardware Installer to Site Team Leader in less then two years while maintaining highest level of Nortel quality standards. Experience in Central Office environment as SL-100 switch technician. Solid understanding of communication systems and call/data flow.

WORK HISTORY

Northrop Grumman/ Trax International 12/2010-04/2011

Nortel SL-100 Switch Engineer that supported the communication system at the US Army’s Yuma Proving Grounds. We performed all forms of moves, adds, and changes to accommodate the customers needs and mission requirements. Assisted in the planning of new buildings and their infrastructure to include data and voice requirements. Working knowledge of Meridian Mail, Callware Voicemail, Forum Consortium II Conference Server, Cisco Call Manager, and the TMS trouble ticket user system. I also am fully trained in all DMS/SL switching commands to optimize performance. Also, help technicians with planning and implementing big moves and changes on the base.

NCR 02/2009-12/2009

Level III Support Technician for NCR supporting an Alcatel-Lucent PBX system that was sold to Verizon Customers. Handled over 50 trouble tickets a day in helping customer resolve issues with phone system. One of only a hand full of people in US that has received training on this system. We handled simple tasks as moves, adds, and changes to system to intricate troubleshooting problems involving routers and system shutdowns. Worked on database that helped streamline our back-up system that was required by Verizon to be done on every site. NCR was not aware of this phase of the contract and I took the lead in developing the system to capture the files nightly.

Butler International and Adex Corporation 2006-2009

Software engineer and on site lead for Movius on the Mereon 6000 VOiP Unified Messaging system. Requires knowledge of customer networks and various routers and switching systems. Sun Microsystems using Oracle, Cisco and basic router operations, Netapps NAS system using Unix and Vi commands are among some of the skill sets used. Skilled with Movius ICE products which uses Linux platform and proprietary software. As site lead technician the job requires timely and concise implementation of products in accordance with customer specifications. Control job cost and man-hours to meet said deadline within budgetary guidelines. Certified in installation and configuration of Cisco routers. Installed numerous sytems for Cisco customer including Verizon and Comcast. Received excellent customer satisfaction report from customer. Worked in government sector as project manager for Nortel Government Solutions. Work included but was not limited to frame additions in CS2K VOiP switching system, SL-100, and DMS family of switches to initial switch installations, upgrades and tear-outs. TCP/IP protocols and VOiP knowledge was a must.

Business Owner/Consultant, Charleston, SC 2000- 2006

Started own golf and tennis store in Mt. Pleasant SC. Wrote and implemented business plan to ensure profitability and long term success. Increased profits each consecutive year. Hired and trained staff on desired procedures to ensure quality customer service. Maintained highest level of customer service while also managing inventory levels in over 10 departments. Also assisted various companies on startup of new businesses. Used experience to help new entrepreneurs in implementing proper business tools. Proficient with Profit/Loss Statements, Balance sheets, accounts receivable/payable and other business reports.

Interviewed, hired, and trained employees on keys to businesses success.

Nortel Project Manager/ Site Team Leader 1994-1999

Scheduled delivery of Nortel equipment with customer supervisor. Briefed the supervisor on scope of work and scheduled timeline. Insured all Nortel procedures were followed. Scheduled Nortel and contractor man hours and time frame of each phase of job. Insured proper testers were scheduled for final testing before hand over to customer. Worked hand and hand with customer as the voice and face of Nortel in the field. Answered questions or concerns from customer and superiors. Able to take prints and adjust for unforeseen problems. Successfully ran numerous jobs at one time and during this time became a Certified DMS Super node Operational Tester. Recognized as first Team Leader to receive Double Zero Quality Audit in South Carolina for Bellsouth Team which meant zero defects/zero faults. Understanding of blueprints and schematics was a must. Taking engineering blueprints and actually implementing them in the Bellsouth offices where at times the engineer had not done a site survey which meant adapting and overcoming problems not foreseen by engineers

United States Army 1991-1994

Mobile Subscriber Equipment Networking Switching Systems Operator 1991-1994

Selected to become a Team Leader, a position one level above actual pay grade; assigned more tasks than position required due to employer’s trust in abilities and judgment. Supervised and performed as senior team member in the installation, operation, employment, and maintenance of large and small electronic switching systems. Located malfunctions in telephone lines using switchboards composed of electrical testing instruments to find cause and location of malfunction. Reported nature of trouble, directed and coordinated repair process.

Interviewed new employees and oriented them to company policies and procedures. Assigned duties, prioritized workload, supervised job completion, and evaluated work performance. Met with employees to set goals for work improvement and education advancement. Recommended personnel for promotions, awards, and additional job related training. Provided in-put to management concerning employee dismissal documentation.

EDUCATION (ongoing)

Certificate, Cisco CRS-8 and CRS 16 Installation and Provisioning Course Cisco Center, San Jose, CA 2007

Certificate Cisco CCNA Course, New Horizons, Greenville, SC 2007

Network+ Certified, New Horizons, Columbia, SC 2007

Certificate, DMS Super node Operational Testing, RTP, Raleigh, NC. 1997

Certificate, NT Only Super node Operational Testing, RTP, Raleigh, NC. 1996

Certificate, Nortel Site Team Leader Course 8694D, RTP, Raleigh, NC. 1996

Certificate, Nortel DMS Super node Hardware Testing for Extensions Course, RTP, Raleigh, NC. 1996

Certificate, Nortel Hardware Installer Course, RTP, Raleigh, NC. 1994

Certificate, Pre-leadership Development Course, U.S. Army , Ft. Richardson, AK , 1994

Certificate, Mobile Subscriber Equipment Networking Switching System Operator Course, U.S. Army, Ft. Richardson, AK, 1993

Certificate, Honor Graduate, Multi-channel Communications Systems Operator, U.S. Army, Ft. Gordon, GA, 1992

Certificate, Arctic Light Individual Training, U.S. Army, Ft. Richardson, AK, 1992

College of Charleston, International Business with minor in Communications, Charleston, SC 1987-1991

Westfield High School, Westfield, MA 1983-1986

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