SUMMARY OF QUALIFICATIONS

A dynamic leader and Information Technology professional with the proven ability to conceptualize and implement cost-effective solutions in complex and challenging business environments. Background includes success in Business Relationship Management, Telephony, Video, Networking Technologies, Project Management, Operations Management overseeing a national maintenance account, and as a Sr. Manager of Call Center Technology and Network Services accountable for equipment and personnel. Known for an innovative aptitude with a focus on strategic requirements to ensure deliverables meet client expectations and company goals.

Business Strengths:

• Operations Strategic Planning Project Management Customer Service Communication Analytical Skills
• Budgeting 2.5M Leadership Skills Team Building Personnel Management Hiring / Firing Performance Monitoring
• Interpersonal Skills Vendor Management Contract Negotiations / Management Purchasing / Invoicing Self-Starter

Technical Strengths:

• Network Design / Management System Integration Hardware Design Telecommunications Engineering
• Nortel Call Center PBX Nortel CCMS/CCMA Call Pilot Telephony / IT Infrastructure Cisco Networking Hardware
• Cable Infrastructure Management VoIP Wireless Management Telephony Manager Microsoft Office SLAs Internal / External

PROFESSIONAL EXPERIENCE

Confidential

• Provided strategic vision and leadership for the Network Team to build and deliver companies Network, SAN and Voice technology strategy.
• Managed the Network, Storage, and Telephony team's daily operation, support, and projects initiatives.
• Provided support for the company's corporate and remote office network hardware to include switches, routers, firewalls, wireless LAN controllers and WAPs, and internet filtering. The team also supports the organizations Dell Compellent and EMC storage platforms and Siemens Call Center phone equipment and small remote off Cisco CME phone equipment.
• Ensured network stability through adherence of security practices and change control procedures to deliver a reliability to the environment for all enterprise customers.
• Was responsible for providing quarterly network statistical reporting, budget forecasts, and cost justifications.
• Responsible for meeting PCI DSS and SOX audit requirements and develop, implement, and maintain IT policies and procedures.
• Centrally manage corporate invoicing, equipment purchases, maintenance contracts, vendor management, charge backs and logistics.
• Ensured team meets or exceeds support SLA expectations by developing and implementing performance measures and standards and evaluate individual performance and perform hiring, termination, reviews, coaching, promotions, and training plans.

Confidential

Sr. Manager, Network Manager

• Managed the operations, strategic planning, engineering, architecture, and resource allocation for the organization's Voice, Video, and Data network functions to ensure efficient and effective performance to meet the organization's goals and PCI DSS audits.
• Planed and managed the acquisition, implementation, and support of all network switching and routing, F-5 circuit and server load balancers to include VPN - Cisco ASA 5550/ Nortel 1750 Router and 1010 small office gateways, Cisco Firewalls PIX 515, 525, ASA 5545, Cisco Switches 2950, 2960, 3750, Cisco Routers 3725, 3845, 2691, 2811,and 2911 - Avaya Blue PBX CS1000 /Key systems BCM-50, and Polycom VTC infrastructure RSS2000, RMX2000, CMA5000, VBP4350 with RMX and HDX endpoints.
• Managed the corporate WIFI infrastructure and upgrade by replaced aging Cisco 4402 Wireless Controllers with Cisco 5508 Controllers to include upgrading from 802.11b/g to 802.11n to increase bandwidth from 100Mbps to 300Mbps.
• Responsible for upgrading the corporate data center switching from an Extreme Networks environment to a Cisco Nexus 7000/5000/2000 core and distribution layer switching environment able to support
• 10Gig. In additional upgrading the access layer from Extreme Networks and Cisco 2960s POE switches in preparation for VOIP/SIP.
• Centrally manage all invoices and asset activities such as equipment purchases, competitive quotes, maintenance contracts, tracking, overseeing vendor installation, charge backs and logistics.
• Ensured department met or exceeded customer expectations by developing and implementing performance measures and standards and then evaluating the performance of telecommunications staff, networks and related systems.
• Developed network department strategy, goals, priority objectives, budget, policies, procedures, and emergency response procedures for headquarters and off-site corporate locations nationwide.

Confidential

• Provided network consulting to senior management and various business units by analyzing and developing solutions that support business needs and objectives.
• Developed business plans and budget for area s of responsibility and monitor progress to ensure performance is on target.
• Provided leadership, coaching and mentoring to all employees working in assigned areas of responsibility.
• Hired, terminate, trained, and counsel employees under direct supervision evaluated employee performance against individual and team goals and recommend salary increases, promotions and other personnel actions.
• Recognized for reducing overall Telecommunications services spend by 20 in a 3 year period.
• Renegotiated and consolidated new and existing contract to save the organization 300K in annual Telecom spend.

Confidential

Director of Contact Center Technology

• Managed the daily activity and performance of a contact center telephony support staff responsible for the voice and data infrastructure operations and project teams.
• Managed multiple projects, schedules, implementations, and architected the corporate network infrastructure to include implementation of a new Cisco Cat 4509 core switch, Cisco 3845 Routers, and 2950 switches access switches.
• Efficiently led a team to re-subnet and Vlan the network to accommodate QOS for a VoIP deployment capable of supporting a multi-site call center environment nationwide.
• Effectively worked with other IT management teams to exceed deployment and performance objectives, system uptime and performance metrics of the network infrastructure.
• Successfully led in the architecture, design and implementation efforts in upgrading the Nortel Contact Center PBX from Rel. 25.40 to Succession 4.5, and converting to FIJI and P4 processors, upgrading Symposium and Web Client from 4.2 to 5.0, and OTM from 1.2 to 2.2.
• Successfully rebalanced the PBX network to eliminate recurring networking errors.
• Conducted management studies, collected and interpreted economic and statistical data in order to manage operational budgets, estimates, determine workload, personnel, and equipment requirements for forecasting future needs.
• Implemented new company policies, and developed departmental operating procedures.

Confidential

Operations Manager

• Managed a technical staff of 13 onsite technician's daily tasks, and project managed and scheduled installations and upgrades for all Nortel Option 81C Succession 3.0 and 4.0 PBXs, Meridian Mail, Call Pilot 2.02 - 4.0 and Symposium 4.2 and 5.0 equipment at multiple locations across the United States to meet contract SLAs.
• Performed diagnosis and troubleshooting on telecom hardware and software related issues, and escalated issues to 2nd level TAC center and 3rd level Nortel ETAS when necessary to be resolved in a timely manner.
• Worked as a single point of contact for customer outage escalations, customer weekly staff reporting and database updates.
• Approved, scheduled, managed, and closed revenue generating MAC tickets for clients.
• Interviewed, hired, and provided job performance reviews for personal onsite technical staff.

Confidentia

Telecommunications Specialist Manager

• Personally cut company costs in excess of 180K by identifying billing discrepancies and renegotiating service contracts.
• Managed the service needs for 60 nationwide offices which included managing, budgeting, purchasing, approving, configuring, monitoring, troubleshooting, maintaining and repairing all cellular, pager and telephony related equipment Nortel Option 61 and 11C, Nortel Norstar, Nortel BCM 3.6, Meridian Mail, Call Pilot 2.02, Cisco Call Manager Unity Express VoIP Systems .
• Managed vendor selection process, and negotiated service contracts with SBC, Sprint, AT T and equipment contracts with Nortel, Toshiba, and Cisco VAR Value Added Resellers .
• Scheduled and coordinated 45 nationwide telecom vendors for branch office system installations, maintenance, moves, adds and changes.
• Developed departmental procedures and combined billing for the telecommunications department.

Confidential

Telephony Support Analyst

• Managed and provided 1st level support for all Nortel Option 81C 25.40, Meridian Mail, Call Pilot 1.07, Symposium 3.0 and Nortel Periphonic IVR call center equipment related issues.
• Troubleshot and resolved all hardware, software, and programming related issues.
• Maintained close relationships with customers and the management team.
• Developed and updated site procedural documentation.

Confidential

Sr. Telephone Analyst ,

• translations, configurations, MAC and cross connect infrastructure.
• Managed, organized, and implemented site voice equipment installations.
• Completed weekly staff reports, and managed customer equipment databases.
• Ordered and maintained all switching, connectivity, and installation of analog and digital circuits.
• Troubleshot and resolved all software, hardware, circuit, and power problems related to voice disruptions and outages.

Confidential

Law Enforcement Specialist and Outside Cable Plant Technician

PROFESSIONAL DEVELOPMENT

Pursuing CCNA Certification CCNA Data Center 3/13 CCNA Boot Camp V2.0 2/11 Cisco ICND 1 4/09 Cisco IP Voiceover IP Technology Nd1105 12/08 ITIL Service Management Essentials Nd1146B 7/08 AOTMP Telecom Technology Convergence Specialty Certification 2/09 Nortel Modular ICS MICS 6.1 Hardware, Installation, and Programming 12/04 Nortel Business Communications Manager BCM 3.6 Hardware, Installation, and Core Voice Programming 10/04 Nortel Call Pilot 2.5 System Administration and Applications 8/04 Managing Multiple Projects 1/01 Nortel Meridian 1 Option 11C-81C, X11 Release 24 Basic Database Admin. 9/99 Lucent Legend and Partner, Business Communication System Installation and Programming 6/96