PROFESSIONAL PROFILE:

Over ** years of Telecommunications and Data experience. Expertise in providing technical solutions to strategic customers while meeting the financial goals set forth by the business. Results oriented professional with expertise in customer relationship management. Strong leader creating cohesiveness within teams and motivational skills to drive results in team performance. Self-motivated and an innovative thinker, consistently pursuing new challenges to advance abilities, expand knowledge and bring greater returns to employers.

KEY SKILLS:

• Customer Satisfaction

• Customer Advocacy

• Problem Management

• Employee Management

• Career Planning

• Team Mentoring

• Service / implementation Delivery

• Drive profitable growth

• Achieving balanced results for Cost/Expense management

EXPERIENCE:

JP MORGAN CHASE WHIPPANY, NJ Aug. 2011 – May. 2012

PROJECT MANAGER (contracted through The Paragon Group))

Provide PM responsibilities for a large scale VOIP deployment of the Cisco Unified Call Manager platform including Cisco Unity Voice Mail and 9971 Cisco end units to six JP Morgan Chase corporate locations. Each site contained between 500 – 3,000 end users. Provided coordination between various Project Management teams: carrier, site/station survey, network and voice mail. Primary focal point for location contacts, sub-contractors and Cisco PM counterparts.

Accomplishments:

On target deployment of 3,00 users in a shortened schedule while overcoming many obstacles

Assisted in the development of an end user training program. The training program consisted of desk drop documentation and web based instructions. This program eliminated the need for on-site formal training saving the project upwards of 1 million dollars.

SIEMENS ENTERPRISE COMMUNICATIONS (WWW.SIEMENS-ENTERPRISE.COM) NEW YORK, NY Sep. 2003 – Oct. 2010

FIELD ENGINEERING MANAGER NORTHEAST REGION

Provide outstanding customer support to large National and Global accounts. Regional Field Operations Management responsibilities including managing a team of 21 field operations employees in New York City / New Jersey. The team consisted of implementation engineers, project managers, software designers, and break fix engineers. The Field Engineering Manager is responsible for achieving balanced results for cost/expense management, customer satisfaction and employee management while utilizing the tools and processes available to drive overall business effectiveness. Maintain an active working relationship with sales, development and implementation personnel.

Accomplishments:

Used knowledge of government procedures and regulations to complete federal contracts with budgets up to 1.5 million. Researched and allocated project material and personnel to most efficiently install a TDM/IP CBX system to the VA Hospital on time and under budget.

Managed a $14 Million dollar service business in the Tri-State area.

Developed a training program and trained 5 Field Engineers in CBX Telecommunications equipment in normal training times. Providing timely contract fulfillment producing $800K in additional annual revenue

Directly managed the outsourcing of the Field Service organization to an established business partner, resulting in improved profits while minimizing the impact on Customer Service.

Instituted a program of quality assurance, within the territory, to insure compliance of ISO 9001 standards.

FIELD SERVICE TECHNICIAN (FST) (WWW.SIEMENS-ENTERPRISE.COM) NEW YORK, NY June 1985 – Sep. 2003

Highly technical position providing 1st level of Technical Support and consulting service on all Siemens products. Responsible for delivering high quality and professional support to Siemens’ largest customers, to ensure that their solutions and services are positioned successfully for the long term. Provided an external and internal single point of accountability across complex customer environments.

• Onsite problem resolution for CSMA/MAC/Installation and T&M customers

• Defining problems and developing solutions for customers

• Closed loop process, gaining customer approval of work completed.

• Assist in install activities as needed, act as IE when assigned small jobs

• Closing and completing work in SAP on a real time basis.

• Cost management by returning parts on time, controlling overtime, 1st visit fix and timely closure of SAP tickets.

• Maintain Personal Skills Assessment/Inventory as part of the Competency management Process.

• Projected a positive influence to team members. Mentored Region and Area service teams.

Accomplishments:

Tracked contract renewal and warranty conversion to prevent lapse in customer support and protected $8M of Siemens annual service revenue.

Consistently drove incremental (MAC) revenue at assigned customer accounts, exceeding targets.

Reduced outstanding accounts receivables and improved billing processes, to keep A/R under target of 18% greater than 30 days.

Established and implemented strong customer communication plans resulting in high customer satisfaction loyalty ratings. (Average of 4.7 out of 5, against a target of 3.8)

Maintained 100% reference account base with zero uncontrolled major escalations to executive level management.

AWARDS

IBM MEAN SERVICE AWARD, SIEMENS CIRCLE OF EXCELLENCE, SIEMENS EMPLOYEE OF THE QUARTER

TRAINING/CERTIFICATIONS

Siemens Management School Boca Raton Florida , Extensive ROLM, IBM and Siemens Training classes including; Technical, Sales, Management / Leadership, Personnel Development, Business Conduct and Ethical Guidelines ISO 9000 and ITIL Standards

EDUCATION

CONTROL DATA INSTITUTE: CERTIFICATIONS IN COMPUTER SCIENCE AND TECHNOLOGY

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