SUMMARY

A customer focused telecom professional with extensive project management, quality control management, operations management, engineering, programming, and customer service experience in financial services, federal government and healthcare enterprise environments, consistently exceeding customer expectations. Dedicated to delivering high quality projects on time, within budget and scope.

PROFESSIONAL EXPERIENCE

Confidential, West Point, NY

IT/Telecom QC Inspector

Responsibilities:

• Provide on - site QA/QC management, including telecom construction surveillance, contract document and technical specifications review, installation and testing inspections on a wide variety of Confidential of Engineers and DPW projects Confidential, West Point, NY, including fiber/copper data networks, voice networks, Outside (OSP) and Inside (ISP) cable plant installations. Perform site walks/surveys, review installation procedures and contract documents, track progress, maintain QC checklists and logs, witness IT tests, perform checkpoint reviews, monitor safety, and submit daily/weekly inspection and safety incident reports.
• Coordinate with various MEP trades to avoid and/or resolve potential conflicts with voice/data cable routing and installations and ensure that telecom room (CRAC units, A/C power) are installed as per plan and specs.
• Represent the Confidential Information Systems Engineering Command (USAISEC) Confidential project briefings, design review meetings, Red Zone meetings required by Confidential of Engineers to determine outstanding issues and schedule pre-final and final inspections. Track project progress.
• Verify measurements in field, conduct inspections of manholes/hand holes, duct banks, pedestals, underground and aerial cable installation, Direct Buried (DB) Cable, fiber/copper terminations, CATV, elevators, fire detection, public address, nurse call, intrusion alarm systems, rack/cabinets, HVAC/CRACs, grounding/bonding and end user facilities.
• Supervise quality of technicians' installation work and witness/supervise cable (fiber/copper) testing and review test results. Ensure that testing is conducted with the properly calibrated test equipment and that all testing is completed in accordance with the I3A Technical Criteria and Test Plan.
• Provide deliverables, i.e. weekly QC status reports, QC inspection checklists, installation discrepancy checklists, sketches, monthly cost status, site safety incident reports, QC project startup and closeout reports and as- built drawing inspection reports.
• Provide on-site management of infrastructure build-out including cable installation and termination per applicable Confidential I3A, DoD Unified Facilities Criteria (UFC), TIA/EIA/IEEE/BICSI and NEC standards and specs.
• Manage essential operation components, e.g., processes, equipment, technical resources, and external contacts, for overall project success and safety.
• After project completion, gather, consolidate and prepare final approved checklists, test reports, as-built telecommunications drawings, and contract documents, along with modifications, for transmission to the Confidential Information Systems Engineering Command for permanent retention.

Confidential, New York, NY

Infrastructure Service Support Analyst/Trader Voice Service Mgr.

Responsibilities:

• Served as the primary customer-facing representative and service manager for several lines of business, with regard to their ongoing telecommunications requirements, including management of the performance of daily Moves, Adds Changes and Deletions (MACDs) as well as implementation projects, departmental relocations, troubleshooting/repair and user training/support in high-stress/high-volume trading environment.
• Designed, engineered, tested and implemented various TDM, VoIP and IPC Trading Turret telecommunications systems, prepared and reviewed equipment and facility specifications related to the build-out of new office spaces and trading floors.
• Developed MACD spreadsheets, refined and implemented short-term and long-range planning, execution and planning documentation of complex multi-phased implementations, thorough pre-testing of systems and circuits and user acceptance testing (UAT).
• Managed the seamless migration of several hundred users to new offices during the JPMorgan/Bear Stearns merger. Focused on scrupulous attention to detail and ensured compliance with JPMorgan technology standards.
• Reviewed and processed daily Telecom Service Requests (TSRs), Moves Adds and Changes (MACDs) and ongoing trading turret, PBX and VoIP telecom operations for over 1,400 users. Assigned lines and station equipment to users.
• Programmed user profiles and ported lines in Confidential PBX and Cisco domains and updated line/circuit and equipment inventory databases.
• Fulfilled requests for Call Detail Reporting (CDRs), departmental usage reports. Provided cable/wiring support, provisioned dial tone, private lines, hoot & holler circuits, configuration changes and maintained asset and circuit databases.
• Monitored PBX and VoIP systems for alarms, responded to, triaged and managed help desk tickets. Escalated tickets and ensured timely resolution of service-impacting events, impacting numerous high-dollar value trades. Proactively nsured stability and reliability of PBX systems and circuits.
• Managed and supervised technicians in performance of telecommunications projects, daily MACDs, maintenance/repairs of telecom assets as well as build-outs of trading floors and other telecom infrastructure.
• Provided regular usage reports to supported LOBs in order to assist them in expense management.
• Coordinated with private line carriers, IXCs and LECs on international installations, changes, outage resolutions.
• Conducted meetings with clients to gather, assess and prioritize requirements and develop solutions.
• Liaised with clients/stakeholders on regular basis to review and advised on project status/issues. Provided technical advice to businesses on existing and emerging telecommunications technologies.
• Developed and prepared business cases and budgetary justifications, cost estimates and allocated resources to specific projects.
• Coordinated on ongoing basis with other tech teams, contractors, real estate and facilities teams to ensure on-spec, on-time and on-budget delivery and adjustment to changing project scope and/or timeline.
• Led, or was key participant in regularly scheduled technology project meetings on large-scale projects.

Confidential, New York, NY

Technical Services

Responsibilities:

• Conducted site surveys and coordinated activities for daily MACDs, as well as mid and long-term telecom projects, including corporate departments and bank branches.
• Provided L1 and L2 support, mitigating operational problems to prevent financial/loss of reputation to firm. Interacted on daily basis with traders their support staff and technology resources in the firm.
• Partnered with various lines of business to optimize efficiency of telecom infrastructure while identifying opportunities to reduce dial tone and private line expenses via usage reports.
• Processed Telecom Service Requests (TSRs). Delivered and supported seamless telecom service, Moves/Adds/Changes/Deletions (MACDs) to supported lines of business.
• Managed and directed technical support staff in seamless execution of departmental re-stacks and migrations between sites.

Confidential, New York, NY

Telecommunications Consultant

Responsibilities:

• Provided telecommunications voice consulting and project management services to over 2,000 Confidential and heritage company employees, e.g. Chemical Bank and Manufacturers Hanover over wide range of platforms.
• Managed installation, configuration and programming of IVR and ACD systems.
• Liaised on daily basis with other technology teams, vendors and contractors on large-scale departmental moves and restacks.
• Managed multiple branch PBX, 5ESS Intellipath Centrex and key system installations.
• Set up and managed call vectors for work groups.
• Successfully migrated thousands of employees between buildings in Midtown and Downtown NYC campuses.
• Organized and conducted user training and developed user documentation.
• Procured and managed wireless accounts and devices for various users.
• Provided L1/L2 resolution of break/fix tickets and ensured customer satisfaction.
• Escalated persistent and unresolved trouble tickets and ensured resolution under agreed upon SLAs

Confidential, New York, NY

Telecommunications Manager

Responsibilities:

• Managed Voice & Data Telecom Operations including MACDs, maintenance, upgrades and repairs for five New York City office locations as well as five nationwide offices. Liaised daily with editors, publishers and their staffs regarding their ongoing telecom requirements.
• Generated RFIs/RFPs for conversion of telecom service from Confidential Dimension PBX to 5ESS Intellipath service.
• Managed successful conversion of over 3,000 dial tone lines from on-site PBX to 5ESS Intellipath Centrex service and subsequent decommissioning of Dimension 2000 PBX.
• Coordinated on daily basis with contractors and facilities departments on office relocations, renovations.
• Procured telecom related equipment and services.
• Reviewed and approved all telecom related billing.
• Managed staff of eight assistants, technicians & operators.
• Reviewed and evaluated new telecommunications and other technology products for user community.