SUMMARY OF QUALIFICATIONS

Manager | Systems Engineer | Technician | Sales and Service Support
Fluent Languages Spanish, Italian

Fortune 100 Telecommunications Management and Service Leader: Able to plan, organize, staff, direct and control all aspects of the business. Background includes management of project managers, engineers service and installation technicians. Managing SLA's and tracking project timelines. Contract oversight and budget control. Tier 1 account management, and sales support.

Management and Entrepreneurial Experience / Start-ups / Tier 1 Support: Talent for balancing long-range vision with attention to detail. Managed project managers, data engineers, voice engineers, and service installation technicians deploying staff as needed to provide local, state and nationwide support. Coordinate the bid process, proposal generation, and customer pricing. Experience in the latest telecommunications technology and hands on experience working with any Nortel product line, Norstar, BCM, Meridian Option 11, Meridian Option 51/61/81c, Call Pilot Voicemail, Meridian Mail, hotel/motel, healthcare software, dispatch 1 and analytical ability to interpret CPE contract documents.

PROFESSIONAL EXPERIENCE

Confidential, 2009-Present
A world leader in communications and infrastructure products and solutions for today's leading enterprises

Operations Manager - New Orleans, LA

• Managing Louisiana and Mississippi markets on new and existing phone and data installations.
• Working closely with customer account leads and end users to provide seamless service delivery to meet customers\' business needs.
• Caring out overall operations of the assigned team; establishes goals and implements a business plan.
• Responsibilities include managing and leading a team of technical resources resulting in a productive and motivated staff. Responsible for coaching and mentoring the team to ensure performance objectives are met while working closely with customer management and associated teams
• Directly working with local account executive in securing new business. This includes presenting in meetings, and developing accounting strategy.

Confidential, 1993-2008
Leading provider of telecommunications and broadband services. Formed by merger of Bell Atlantic and GTE entities.

Implementation Specialist - Confidential, Tampa, FL 2004-2008
Managed Verizon west coast based customers on new service request orders and changes and resolved customer billing disputes.

• Provided pre-and post-sale support through sales presentations and product demonstrations and installations.
• Provided technical support and expertise with all Customer Provider Equipment (CPE)
• Ensured timely installation and turn-up of new T-1's, Ethernet, PRI, Frame Relay, Flex Grow, IVA, and Internet.

System Engineer Customer Application Management, Pasadena, CA 2002-2004
Managed service and maintenance for 118 Octel Voice Mails, 150 Nortel Private Branch exchanges (PBX's) throughout Southern California.

• Supported Tier 1 accountsKaiser Permanente and WellPoint.
• Collaborated with sales team in configuring sales,upgrades and additions to Nortel equipment.
• Supported all technicians for service and installationon Nortel equipment and Octel Vmails.
• Supported Technicians with Installations and service of hotel/motel software.

Branch Manager, Confidential, CA 2000-2002
Managed project managers, data engineers, voice engineers, and service installation technicians deploying staff as needed to provide local, state and nationwide support.

• Traveled throughout the country interviewing Data Technicians for installation projects for Tier 1 account (WellPoint).
• Interfacing with Customers on requirements and aspects of project delivery
• Coordinate the bid process, proposal generation, and customer pricing.
• Interfacing with Sales for new project requirements.
• Built a cooperative work team and promoted a productive environment, delegating jobs in accordance with employees' skills and abilities.
• Trained employees in developing and maintaining good customer relations by effectively negotiating and resolving customer service Issues.
• Managed Verizon in-house locations supervising managers and voice and data technicians.
• Oversaw all contractors while ensuring all work was completed in a timely and cost-effective manner.

Confidential, Irvine, CA
Senior Field Technician
1993-2000

• Certified on all aspects of the Meridian options, Meridian Mail, Call Pilot, Octel Voice Mail, Symposium, Video Conferencing, and Remote peripheral equipment for the Meridian One.
• Installation, Upgrades, Maintenance of Nortel PBX's, Voice Mails, ACD Systems and hotel/motel software.
• Maintained comprehensive record keeping system, documenting repair history of PBX's.
• Received and successfully handled repair calls for the Southern California area, making preliminary technical assessments of the problems and resolving the issues.
• Reduced time and expense on repair orders by minimizing time spent on each incoming call and providing technical advice on appropriate use of features / Configuration.
• Customer Excellence awards 1994 through 1998

EDUCATION / PROFESSIONAL TRAINING

Cisco Certified Network Associate (CCNA) - In Progress | Cisco Voice Over Frame Relay, ATM and IP | Cisco IP Telephone | Octel 250/350 Installation and Maintenance Symposium Installation and Maintenance Meridian Call Pilot Installation and Maintenance | Meridian System Engineering
Meridian Max Installation and Maintenance | Meridian 1 Option 21E-81C Installation and Maintenance | Meridian 1 ISDN PRI Installation and Maintenance | Northern Telecom/Meridian Mail Installation and Maintenance | Northern Telecom/Routing | Northern Telecom Feature Administration |United States Air Force. Honorable Discharge