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Customer Service Project Management

Germantown, Maryland, 20874, United States
60,000 neg
March 09, 2012

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- Nancy E Berman

***** ******** ***** ***** **********, Maryland 20874

Home: (301)-***-****, Cell: (240)-***-****


To obtain a position that will utilize my experience in telecommunications and project management.

______________________________________________________________________________________SUMMARY OF QUALIFICATIONS:

Experienced in the administration of Avaya and Nortel systems

Ability to handle IP issues and cable management

Exceptional customer service and communication skills

Ability to multitask and meet required deadlines

Project Management skills



TELECOM ENGINEER, Coventry Health Care, Bethesda, Maryland 1995-2011

Responsible for the day to day support of telecommunications on the Avaya and Nortel phone systems for 14,000+ employees. Duties included provisioning of equipment, troubleshooting, break/fix, and performing add-move-changes. Maintained high level of customer support and accuracy in a fast pace environment.

-Resolved customer requests thru the Remedy ticketing process

-Conducted monthly voicemail reboots on the Avaya voicemail systems

-Resolved circuit issues through local and long distance vendors

-Understanding of IP networks and performed trouble shooting

-Conducted Project management on several large offices moves

-Trained end-users on the use of telephone and voicemail

-Supported PBX and Voicemail patch installs and software upgrades

-Analyzed phones bills and prepared reports

-Monitored systems for circuit utilization

-Responded to outages on a 24x7 bases

-Supported several large call centers and call center software Symposium

-Programmed /supported Avaya Intuity Audix, Modular Messaging, Nortel Meridian Mail and Call-Pilot.

TRAINING SPECIALISTS, Standard Federal Savings Frederick, Maryland 1989-1995

Responsible for developing and providing training support to all plan departments. Conducted cross-training, new hire orientation, product and system enhancements and policy and procedures training.

-Developed training documentation, class outlines, handouts, worksheets and audio -visuals

-Assessed training needs and provided regularly scheduled classroom training

-Performed specialized, individual or departmental training as needed

-Acted as liaison between departments and software vendor

-Provided departmental training upon installation of software updates

-Reviewed and prepared documentation of all departments for upcoming system enhancements

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