Resume of Telecommunications Professional

Title
Telecommunications Professional

Primary Skills
Exceptional and results-oriented professional.

Location
US-TX-Houston (will consider relocating)

Posted
Apr-10-08


SUMMARY OF QUALIFICATIONS

Exceptional and results-oriented professional with proven sales, and organizational skills. Ability to identify, develop and secure new and existing sales opportunities in order to surpass prescribed objectives. Strong analytical and planning skills, combined with the ability to coordinate these efforts in order to achieve high success levels; self-motivator with high energy level possessing the ability to work well without close supervision; adapt quickly to challenges and changing environment.

TECHNICAL AND COMPUTER-RELATED SKILLS

Operating Systems
Windows XP/2000, 95 and 98. Mainframe (UNIX), AS400, CITRIX
Networking and Desktop
All aspects of LAN, WAN, Proxy, TCP/IP including Network Topologies: ISDN, PRI/BRI, Frame Relay, T1, T3, DS3, DID, DOD
Use computerized systems and databases, to include PC, laptop, wireless devices, copy machine, printer, and facsimile and large telephone systems.
Internet connectivity
Windows Desktop management in a network environment including Backup and recovery
Productivity Software
Microsoft Office including PowerPoint, Visual Basics, Excel and Word Outlook and Project 2002 applications. Remedy, Remote Access services, Active Directory, Microsoft Exchange, Track It, HEAT, SAP Reporting, MS Office SharePoint Server 2007, Business Objects, Data Warehouse, TMS
Telecommunications
High-speed Internet/Data connection via T1, Frame Relay, DSL, and Wireless
Cisco Infrastructure (general knowledge), IPCC, CCM/IPT and experience in financial industry
Various billing systems utilized in customer service environments.
Knowledge of PBX and associated hardware and software, including voicemail administration and ACD software (Nortel),
Nortel Call Pilot/Meridian Mail and Avaya products including AVAYA 3.0 PBX, AUDIX, Centre Vu, Definity, Intuity AUDIX, ACD Call Center and Witness Systems (Ver 5.2 & 6)
Avaya (S8700,G3R,G3Si)

PROFESSIONAL EXPERIENCE

System Administrator 5/2007 -- 1/2008
SYSCO Corporation, Houston, TX
• Provide end user support, training, and communication for various software applications.
• Serve as point of liaison with Information Systems and company business units.
• Password moves, add, and changes via Active Directory.
• Provide support to end users utilizing support service.
-Reporting and maintaining support information to service IS.
-Provide input for training needs, assist in the coordination and training of end users.
• Provide input in the coordination and resolution of technical issues with Information.
-Systems including the application of upgrades, re-indexing database, systems
administration, and application integration.
• Provide support to end users utilizing support service.
-Reporting and maintaining support information to service IS.
-Provide input for training needs, assist in the coordination and training of end users.
• Provide general system oversight to insure that communications flow smoothly and maintain consistency for all aspects of the system within each site it is installed.
• Provide general system oversight to insure that communications flow smoothly and maintain consistency for all aspects of the system within each site it is installed.

IT Helpdesk Support 1/2007 -- 5/2007
Express Jet, Houston, TX
• Duties include PC hardware/software maintenance, setup, upgrade, configuration, troubleshooting, repair, cleaning, moving, network troubleshooting, auditing, and project management
• Operating systems included Windows 95, 98, 2000 and XP. Helpdesk software HEAT, Remedy, Amadeus, RESULTS, Lawson and Citrix.
• Password moves, adds, changes via Active Directory and other airline related software.

Computer Support Technician 12/2005 -- 10/2006
Stewart Title Guaranty, Houston, TX
• Duties include PC hardware/software maintenance, setup, upgrade, configuration, troubleshooting, repair, cleaning, moving, network troubleshooting, auditing, and project management
• Operating systems included Windows 95, 98, 2000 and XP. Helpdesk software Magic, Remedy, Track It and PeopleSoft.
• Worked on ACD, CVCT, and Avaya Multi Conference Unit Avaya Intuity AUDIX voicemail system for call report purposes. Avaya PBX administration
• Avaya CMS administration


• Remote desktop control software NetMeeting, RDP, and Go to Assist. Telco 5E/DMS, 911 PSAP, ACD. RF scanner configuration, managing backup tapes and updating backup logs. Backup software Backup Exec used on Windows 2000 and 2003 servers. User account management via Active Directory
• Sarbanes-Oxley implementation of controls to ensure data integrity, timeliness, and standardization. Preparation of business cases and reports, including cost/benefit analysis. Documentation of policies, standards, and procedures. IT Service Management and Service-Level Agreements (SLA)
• Responsible for scheduling outside contractors to provide support for network installations. I had to be able to communicate with the contractor and the customer to determine the sites requirements and needs. Once it was scheduled I had to provide technical support to the contractor to get the job done on time with the highest quality and lowest cost.

Enrollment and Admissions Counselor 8/2004 -1/2005
University of Phoenix, Houston, TX
• Recruited students for graduate and undergraduate programs and advised them regarding admission and degree admission requirements
• Database management and maintenance (Galaxy) of more than 1100 students and track activity of each student

Project Coordinator/Consultant 6/2000 -- 5/2003
World Com Telecommunications
• Manage and support projects from requesting contacts through billing and maintenance. Ensure project milestones are met
• Financial management of Global Accounts client base of 6-7 clients spending minimum monthly
• Responsible for the pre-sales and post-sales support for the design and implementation of call center networks. Played significant role in achieving highest sales and Annual Maintenance Contracts by our team.
• Implemented call routing, call management and computer telephony integration.
• Worked on VoIP: i.e configuration, administration of IP Media Processor on Avaya Definity and also configuration and administration of IP hard phones (type 4612D+, 4624D+ etc.)
• Call Center routing experience in both the central office ACD and Avaya platforms. Administered Cisco IGX 8430, call logging systems like Witness.Accounts including strategic account growth and administration by requesting RFP, RFQ.
• Provided Level-2 support in the configuration, administration and upgrade of Avaya S8700, Nortel Passport 7480, NICE CRM software to all the business units.
• Planned and coordinated network installation and upgrade on Avaya S8700 for expansion of 1000 users.Maintain knowledge of contracts and participate in planning. Schedule planning, timelines, and dependencies
• Support products such as voice, data, wireless, and Internet
• Coordinate installation of service between customer, operations department, vendors, and provisioning groups.
• Monitor and help resolve remedy trouble ticket request to meet Service Level Agreements (SLA) per contracts
• Perform as Store Support Center (SSC) support and relief
• Must troubleshoot and resolve Tier II troubles
• Administer and maintain Voice Systems (analog, digital and VoIP)
• Manage and maintain PBX, Voice Mail and Interchange system including performing routine backups, reports, upgrades, patches, FTP server file administration, etc.)
• TDM Platform administration and maintenance including system Feature/Functionality administration.
• VoIP administration and maintenance including FTP server file administration
• Manage, support, and provide backups and reports when required for the following systems: Voice Mail, CMS, Conversant, Polling PC (CAS) etc.
• Support and manage Interchange and Voice Mail broadcast groups

Quality Assurance Lead Specialist 6/1999 -- 62000
MCI Telecommunications, Houston, TX
Monitor, coach and train Technical Support Specialists team of 25-30. Responsible for development and implementation of the quality group weekly and monthly tracking, trending and call monitoring performance, which the management utilized in identifying performance measures to determine merit dispute resolution approach.

Technical Support Specialist Lead 10/1997 -- 6/1999
MCI Telecommunications, Houston, TX
• Provide technical support to major internal and external account customers
• Receive, analyze, monitor, and resolve network problems.
• Circuit testing and troubleshooting on T1 circuits. Knowledge of Facilities Management System, SONET, DS1, DS3, and Wireless DS1
• Perform remote testing
• Managed a team of 12 technical support specialists from data (LAN), voice, telecom (WAN) & application support side which achieved 99.975% of uptime consistently for a period of 6 months.
• Resolve all quality issues and customer service problems as they relate to switch network trouble. * Projects involve working with Telco voice switch routing (translations) and voice network / traffic / capacity engineering organizations to develop strategies to reduce cost of service associated with voice network Switched Access Costs.
• Responsible for configuration, administration and upgrade of PBX (Avaya G3R).
• Configured new E1s/T1s for voice connectivity between Avaya G3R and Nortel Passport7480.
• Coordinated with vendors, IXCs, LECs etc. by attending conference calls with service providers and clients during link failure or major problems thus reducing the total downtime period during production.
• Monitor and assist in evaluation of recorded calls to determine areas of improvement
• Training and development of representatives

Sr. Project Customer Assistant Specialist 8/1995 --3/ 1997
MCI Telecommunications, Houston, TX
• Handle customer inquiries and correspondence via call center, and route inquiries to correct department (or division).
• Contact clients following deliveries for customer feedback.
• Maintain all client information in company database to ensure information is up to date. Generate, edit, and process sales orders and invoices daily.
• Organized motivational team projects and reported statistics, while configuration and allocation of call coordination.
• Handled and resolved escalated calls, excellent payroll processing via KRONOS system. In addition to report, invoices and accounts payable via PeopleSoft.
•
EDUCATION

Keller Graduate School, Houston, TX Anticipated 12/2008
• Master of Science, Project Management

University of Phoenix, Houston, TX 06/2005
• Bachelor of Science, Business E-Commerce

Houston Community College, Houston, TX 05/2001
• Certificate Business Management
PROFESSIONAL DEVELOPMENT/TRAINING

• Benchmark for Management - MCI April 2002
• Advanced Presentation Skills -- MCI May 2002
• Developing Leadership Skills -- MCI February 2000
• Project Management -- MCI October 2000
• What Matters Most: Franklin Time Management -- MCI October 2000
• Basic Principle of a Collaborative Workplace -- MCI October 1999
• Seven Habits of Highly Effective People -- MCI August 1999
• Mentor Certification -- MCI June 1998


JOB-RELATED HONORS, AWARDS, AND MEMBERSHIPS

Implementation and Development of the Quality Assurance Group May 1999
Achieved consistent membership in “Club MCI” which is awarded to the top 10% of corporate performers
Sugar Land Soccer Club Volunteer Assistant, March 2002
Various Sales, productivity, and quality awards, March 1997
Volunteer for Denver Urban League, August 1986

REFERENCES

Furnished Upon Request

Certifications
See above


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