Resume of Telecom IT Manager

Title
Telecom IT Manager

Primary Skills
Leading team coordinating simultaneously assigned and self-directed projects; prioritizing assignments; motivating team

Location
US-KS-Wichita

Posted
Apr-13-07

OBJECTIVE
To be a part of a growing, energetic senior Project Management / Information Services / Telephony team. I am seeking a new challenge involving next-generation technology while strengthening skills and utilizing background.

EDUCATION & TRAINING
Newman Univ. - Wichita, KS
Six Sigma Green Belt
Wichita St. Univ. - Wichita, KS
Completing CMD Mgmt Cert.
Entrepreneurship studies
Business Administration studies
Pittsburg St. Univ. - Pittsburg, KS
Assoc. of Applied Science in Tech.
President's Honor Roll

Adv. Telephony Architect
IP Telephony Eval & Migrate
Pursuing Cisco Unified Comm
Aspect Communications
Avaya
Futurekids International
HelpDesk2000
Microsoft
Crystal Enterprise / Reports 10
Creative Training Techniques
American Society for Training and Development Member

EXPERIENCE
06/05 to present
Wolters Kluwer / CCH Tax and Accounting - Wichita, KS
Multi-Site Call Center Telephony Lead
Initially started in a role as a Call Center Business Management/Six Sigma Consultant to recommend and implement customized ideas for performance excellence, business optimization and evolution involving the CCH multi-site call center environment. Lead six sigma project to drive growth of revenues and implement strategies to improve, create and manage processes.
Directed database reviews; software installation and upgrades; and elimination of defective call control routing causing system disruptions, routing errors, unobtainable service levels and reporting inaccuracies resulting in an ongoing savings of $100K/qtr.
Accepted role of Telephony Lead to foster a high performance team; to nurture, equip and develop its members to administer and maintain the CCH multi-site voice systems/infrastructure. Reporting to business unit director.
Relying on extensive experience and judgment to review/establish team goals; roles; responsibilities; performance; job descriptions; and compensation plans for two to five direct reports.
Leading team in the capacity of a project manager coordinating simultaneously assigned and self-directed projects; prioritizing assignments; facilitating meetings; and positively motivating team.
Coaching and empowering team to become proactive problem solvers, process improvers and decision makers.
Demonstrating flexibility, the ability to work an extended schedule, and the capability to apply sound business judgment during unexpected changes.
Managing and administering the development, configuration, implementation and evaluation of both the carrier's enhanced routing technologies and the internal multi-box, multi-site ACD/PBX technologies and applications.
Collaborating with corporate Shared Services directors to research/present on all multi-site business unit projects prior to purchase and execution and commit to centralizing voice technologies and standardizing on Cisco VoIP.
Developing and directing a partnership between internal and external resources to conduct an ongoing multi-site Call Center Health Assessment including upper management communications; comprehensive documentation; and professional strategies and recommendations of improvements.
Managing and assisting with the multi-site creation and deployment of real-time and historical metrics and reporting. Involves assessing detailed requirements; collaborating with stakeholders; discovering where to obtain raw data; ensuring timely and accurate regular delivery of data; building queries, pivot tables, models and charts to present the information; performing analysis; building customer relationships; mentoring and sharing knowledge with team and within organization.
Seeking, managing and participating in learning opportunities of team as well as facilitating technical training.
Directing vendor identification, relations and negotiations of contractual support agreements of over $300K.
Benefactor of a number of team and personal acknowledgments in the form of "Consistently Meeting" or "Exceeding Job Requirements"; SPOT Awards; VP's Excellence in Action Awards; and President's Club Trips.

02/01 to 05/05
Aspect Communications - Nashville, TN
Education Services Sr. Technical Instructor
Lead team in player-coach role by collaborating with Educational Delivery and Development management and staff to develop; revise; evaluate; promote; and facilitate training programs consisting of classroom-based, web-based and on-site instruction for customers, partners and employees.
Encouraged, aligned, trained and demonstrated consultative approach with customers to identify deficiencies and knowledge gaps, then recommended appropriate training program.
Managed program effectiveness via the collection of formal and anecdotal data, and from consultations with channel personnel on participant feedback.
Initiated and updated changes to standard procedures for more effective setup and care of classrooms.
Rated as "highly effective" to "outstanding" by managers in all annual performance reviews.
During tenure, facilitated 135 courses to more than 800 students of which 20% were for the Fortune 100.
Directly responsible for generating over $400K in training delivery revenue. (2004)
Achieved a 96% Customer Satisfaction Rating. (2004)
Honored annually to develop and present educational sessions for eBIZ User Conference.
Honored as VP's Top Instructor in Combined Performance, Student Days and Revenue. (2002, 2003, 2004)

08/00 to 01/01
eHC.COM - Nashville, TN
Web Strategies Technical Support Analyst
Initially offered position of HCA - Web Strategies Educational Services Manager with new start-up; however, when start-up failed to happen, was offered a contractual role to support HCA's external healthcare businesses.
Managed and performed administrative, training and quality assurance functions.
Partnered with business units to assist in web content development, marketing and maintenance of 27 million pages of healthcare-related information and searchable content.
Provided project management involving affiliate data collection, end user knowledge transfer, and quality assurance of websites.

05/99 to 06/00
Aeroflex / IFR Systems - Wichita, KS
Information Services Sr. Telecom Administrator and Technical Analyst
A dual-focus role supporting all levels and departments as it pertained to the planning and maintenance of telecommunications systems as well as requests of the Help Desk.
Managed and monitored operations of application systems and services.
Developed and delivered customized need-based learning opportunities for employees and partners.
Lead a collaborative approach to solving customer issues by drawing upon combined knowledge base of staff.

1997 to1999
YUM Brands / Tricon - Wichita, KS
Information Technology & Human Resources Sr. Customer Engineer / Training Director
A contractual dual-focus role that emphasized the design, development, implementation and maintenance involved with improving upon the Restaurant Support Center training technology solutions.
Managed overall project: vendor relations and negotiations; budgets; needs assessments; proposals; and the design and delivery of timely relevant content.
Created registration process; course resource guide; eLearning strategies; and facilitated the instructor-led portion of a blended learning offering.
Directly responsible for generating $80K in 75 days of blended learning facilitation.
Offered permanent position and relocation package to play vital leadership role in future direction of learning.
Developed standardized learning programs that became the eventual foundation for YUM! University.

Certifications
See above


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