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Project Manager Customer Service

Lake Worth, FL
August 22, 2012

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Wellington, Florida ***** 561-***-**** (Home) 954-***-**** (Cell)


Detail oriented, Engineering Professional with strong Project Management, troubleshooting and leadership skills. Extensive experience in design, implementation, and deployment of technology solutions while providing cogent direction to diverse teams. In-depth knowledge of Power Systems, Information Technology as well as Wireless Technologies. Experience defining project specifications as well as establishing project goals and deliverables. Self-motivated and an innovative thinker, Strong communicator, negotiator, and problem solver, with a focus on exceeding customer requirements. Consistently pursuing new challenges to stretch abilities, and expand knowledge. Reputation for driving results in demanding environments. Strong mentor and coach with a reputation for developing employees for cross-functional roles. Bilingual, English and Spanish, both verbal and written.


• 10+ Years Experience In Project Management Field

• 8 Years Experience With Utility Protective Relays, SCADA And LMS

• Level Headed Under Pressure.

• Excellent Troubleshooter And Problem Solver • 5 Years Experience Network Operations, Maintenance And Support

• Experience implementing Wireless/Cellular Carrier Networks

• Attentive In Documentation And Record-Keeping

• Ability To Easily Work With Others Of All Personality Types


GLOTEL (CONTRACTOR FOR T-MOBILE), Sunrise, FL 2012 - Present

T-Mobile is one of the world's leading companies in mobile communications. More than 120 million mobile customers are served by companies of the Deutsche Telekom group.

Project Manager (2012)

Lead teams of Engineers, Technicians and contractors to upgrade T-Mobile’s existing network from 3G to 4G throughout South Florida. Maintain relationships with business partners, and Vendors. Perform site surveys, order materials while managing the installation and turn-up of the new systems.

• In the process of managing T-Mobile’s Modernization project to upgrade more than 400 cellular locations to the next generation 4G network, allowing T-Mobile to offer the most current GSM, UMTS and LTE technologies to their wireless subscribers.


The largest investor-owned electric utility in Florida, serving approximately 4.5 million customer accounts, recognized as a Fortune 200 Company.

Senior Project Manager (2000 – 2012)

Led multiple cross functional teams of Engineers and Technicians to implement telecom networks throughout Florida while meeting schedule, budget and customer requirements. Maintained relationships with business partners, and Vendors

• Managed more than 100 projects to deploy Ethernet services to enterprise customers, creating satisfied clients, establishing FPL FiberNet's brand while delivering more than $300k of monthly recurring income to company

• Oversaw more than 300 projects to deploy SONET and Wave services (OC-192 to DS0) to wholesale carriers, large customers as well as FPL throughout Florida. Customer satisfaction with efficient implementation of these projects helped FPL FiberNet be recognized as a viable option in wholesale carrier market

• Served as single point of contact and participated in all aspects of project including: customer correspondence, site surveys, internal project acceptances by various departments as well as external customer approval, resulting in numerous notes of appreciation from customers and internal team members regarding high level of attention and action displayed as leader of their projects


• Supervised a dedicated team of engineers and contractors to provide bandwidth for T-Mobil, Metro PCS and Verizon wireless in more than 100 cellular towers in Palm Beach and Broward County. This resulted in over $200k in monthly recurring income to help bolster company's revenue in an otherwise slower year for bandwidth sales

• Managed eight projects to deploy protected SONET backbone networks throughout Florida managing multi-million dollar budgets with aggressive completion schedules. These projects enabled company to establish and connect metro networks in Tampa, Orlando, Jacksonville and Daytona to the Dade / Broward / Palm Beach areas

• Utilized Nuclear Security Clearances to manage projects implementing Microwave SONET Radio telecommunications networks in Turkey Point and St. Lucie nuclear plants. This increased band with while providing a diverse transport technology to serve these important sites

• Designed, implemented and managed project to groom all FPL voice, data and video networks onto newly established Florida statewide ring protected SONET backbone. This allowed FPL to save more than $2M annually on telecom expenses while gaining direct control of their telecom infrastructure

• Provided detailed project status and budget reports to upper management

• Worked with Procurement group to obtain, analyze and approve contractor services and materials for projects. Negotiations with vendors and contractors on purchase orders and change orders resulted in savings of over $10k per year

• Provided first responder role to support service restoration following hurricane and storm related outages. Delivered generators to FPL service centers in order to restore their telecommunications systems following hurricanes Andrew, Charlie, Francis, Jeanne and Wilma

FLORIDA POWER AND LIGHT, Palm Beach County, FL 1987 - 2012

Information Management Field Operations Area Manager (1995 – 2000)

Managed a group of field engineers to install, maintain, restore and ensure reliability of FPL's fiber optic, voice, data and video telecommunications networks from Boca Raton to Melbourne Florida

• Promoted to East Area Operations Manager from Senior Field Engineer

• Implemented a plan to identify potential single point of failure locations in our network and participated in projects to harden our networks. This resulted in avoiding catastrophic telecommunications outages in critical FPL offices and power plants

• Supervised and performed circuit installations from DS0 to OC-192. Installing over 95% of circuits on or before customer specified due dates. This enabled new services, such as a new customer service response system, to be implemented, resulting in a significant increase in customer satisfaction

• Supervised, supported and participated in service troubleshooting and restoration activities on a 24/7 basis. Timely response to customer service and nuclear telecom related troubles resulted in avoidance of fines by the Public Service Commission as well as the Nuclear Regulatory Agency

• Recruited and trained new talent for our department, helping to create a team of dedicated and experienced technicians


Protective Relay and SCADA Engineer, Dade and Broward Counties, FL (1987 – 1995)

Performed maintenance and restoration activities on protective relay systems in substation, transmission, distribution and nuclear as well as fossil power generation facilities

• Maintained FPL System Control and Data Acquisition (SCADA) and Load Management Systems (LMS)

• Participated in a major upgrade of SCADA networks in FPL's Miami System Control Center. The new center allowed FPL's power grid to be monitored and controlled more efficiently

• Participated in deployment and maintenance of FPL's Load Management Systems (LMS) in substations. The cumulative energy savings realized by LMS resulted in at least two years of avoidance of the costs related to increasing power generation capacity

• Actively monitored and resolved alarms and outages on FPL's Remote Terminal Units (RTU's) and LMS equipment. Reestablishing communications of the RTU's avoided having to dispatch a trouble man to a site which resulted in a savings of more than $10k annually

• Participated in numerous planned nuclear outage protective relay maintenance activities


Bachelor of Science (BSEE) in Electrical Engineering

Florida State University, Tallahassee, FL

Member of National Honor Society while in Florida State University

Held Security Clearances for Unescorted Access to Turkey Point and

St. Lucie Nuclear Power Plants

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