Resume of Manager LAN/WAN/Telecommunications

Title
Manager LAN/WAN/Telecommunications

Primary Skills
Successfully designed, implemented and managed Voice, LAN Infrastructure and WAN services

Location
US-OH-Westlake

Posted
Mar-20-08


IT Management Summary
Successfully designed, implemented and managed Voice, LAN Infrastructure and WAN services in support of the Chicago Consolidation Project. This project involved 600 employees representing all business units of the McGraw-Hill Companies (Business Week, S&P 500 Indices, Standard & Poor's Ratings, Higher Education Divisions, and FW Dodge).

Managed the corporate WAN utilizing third party vendors for more than 30 remote offices for S&P and Business Week Magazine. Managed IT deliverables for tracking vendor and team progress in meeting service level agreements and contracts.


Voice Qualifications
* AVAYA Certified Associate (ACA) * AVAYA Unified Communication Center
* AVAYA Definity G3SI * AVAYA Business Advocate
* AVAYA S8100, 8300, S8500, S8700 * Definity Automatic Routing Administration (ARS)
* INTUITY AUDIX Voice Messaging (MAP 4, 5) * ACD - Automatic Call Distribution
* Chariot - VOIP Qualifying Tools * AVAYA/Lucent CMS Call Management Systems
* EAS - Expert Agent Selection (Call Vectoring) * Picture Tel - Video Conferencing
* NICE Call Recording - V4.1 through Perform * Micro Call & E-CAS - Call Accounting Software
* IP Soft Phone, IP Agent * Emergency E-911 (Red Sky Systems)
* AVAYA Site Administration (ASA, DSA) * AVAYA Predictive Dialer (PDS) Version 2.0
* Workforce Management - Staff Scheduling * SYMON Wallboards & Deskview
* AVAYA Contact Center Express (CCE) * AVAYA Communication Manager 2.1 - 3.0


Data Systems Qualifications
* Nortel Passport 8000 Configuration & Mgt * Maintaining and Upgrading PCs
* NT Server & Workstation Administration * Microsoft Office Products
* Windows OS 95, 98, 2000, & XP * Configuration of Nortel, and Cisco Routers
* Layer 3 Switching * Radius authentication and RAS


Network Technologies
* Frame relay, T1, T3, DSL, ISDN, 56K
* IOS, RIPv1, RIPv2, OSPF, EIGRP, and ISL VLAN Trunking Protocols.
* Token ring, 10/100 BaseT Ethernet, patch panels, cabling


Switches & Routers
* Cisco 1900 and 2900 Series Switches / 1600, 2500, 7200 Series Routers
* Nortel Accelar / BayStack Series Switches

Professional Experience


Macy's Inc. 10/2007 to present - (Manager LAN/WAN/Telecommunications - North Region)
Macy's Systems & Technology
219 Sheffield Center, Lorain, OH 44055

* Directed teams of engineers in the support of 73 stores and headquarters in the states of Ohio, Pennsylvania, and western New York.
* Supported the key and sole engineering site for the global point of sale systems for Macy's.
* Managed the voice and data networks for the Lord & Taylor Company due to the acquisition of the May Company Inc.
* Organized standard operating procedures for the support of enterprise server farms in the scale of hundreds of servers and thousands of network objects in a live production environment.
* Partnered with vendors and customers in the design, implementation, and support of systems and solutions tailored to the retail industry.


CIT Group Company 5/2004 to 10/2007 - (Director of Telecommunications)
XLS - X-press Loan Servicing Contact Center
1500 West 3rd Street, Cleveland, OH 44113

* Provided technical vision in the design and implementation of a rapidly growing student lending business in Cleveland, Ohio. Provided baseline reports for determining return on investment and total cost of ownership for technology applications and systems.
* Provided technical training and enhanced operational functionality to provide better customer service. Participated in weekly conference calls to define and prioritize activities with vendors and consulting services. Communicated through monthly reports to management of current business practices and project updates.
* Directed teams supporting infrastructure and engineering applications. Anticipated customer needs by interfacing and gathering business requirements. Formed technical teams to work projects that have exceeded customer expectations.


McGraw-Hill Companies, 1/2002 to 5/2004 - (Sr. Telecom Analyst / LAN Manager)
One Prudential Tower/Plaza
130 East Randolph Street, Chicago, IL 60601
* Designed, implemented and managed corporate LAN Infrastructure. Supported 1000 plus users in the greater Chicago area. Managed Layer 3 Switching, PBXs, Voice Mail Systems, and provided direction for ongoing business expansion.
* Partnered with Business units, built requirements and developed solutions to meet those needs and best practices. Ensured projects met corporate standards and network security policy requirements in the installation of Messaging Servers.
* Managed the corporate WAN utilizing third party vendors for more than 30 remote offices for S&P and Business Week Magazine. Managed IT deliverables for tracking vendor and team progress in meeting service level agreements and contracts.





McGraw-Hill Companies, 6/2000 to 1/2002 - (Contact Center Analyst / Engineer)
860 Taylor Station Road, Columbus, Ohio 43230
* Supported two contact centers (500+ Agents) located in Columbus, Ohio and (50 Agents) Dallas, Texas. Maintained telecommunication equipment and software. Managed projects and recommended contact center technology to business unit customers. Processed Change Control and Customer Service Quotes for voice and data networks with AT&T, and managed moves, adds and changes utilizing third party vendors for Ohio and Texas distribution centers.
* Integrated and provided project management and technical direction for the integration of 18 call centers into the Columbus, Ohio fulfillment center. Met with business managers to gather their business and operational requirements.
* Managed the installation of Nice Call Recording Systems in Columbus, Ohio, Dallas, Texas and Monterey, California. (CTB McGraw-Hill - California Testing Bureau)
* Managed the installation of Business Advocate in the Higher Education Division call center and integration with the Call Management Systems for a contact center of over 500+ agents.


Henny Penny Corporation 9/1997 to 6/2000 - (IT Technician)
1219 US 35 West, Eaton, Ohio 45320

Education
ITT Technical Institute, Dayton, Ohio - Associates Degree of Applied Science in Electronics Engineering Technology - Graduated September 1996 with Honors.

Addendum

Technical Vision
Manage Telecommunications, Wiring / LAN Infrastructure, and provide direction in support of 1000 plus users in the greater Chicago area. Manage Layer 3 Switching, PBXs, Voice Mail systems, and provide direction for ongoing expansion.

Improve customer service and operational efficiencies as a result of management of third party vendors, enhanced processes in the implementation an Integrated Services Delivery program.

Managed 5 people and third party vendors in the function of PC and telecommunications support for a privately held company of 500 plus users. Designed a helpdesk and managed over 7 million dollars of technology hardware and assets. Evaluate, integrate, and work with vendors to provide telecom and data solutions for call centers, basic onsite and remote offices, and sales staff.

Interpersonal & Collaborative Skills
Provided design and direction with Facilities Management, AVAYA Communications, and Third Party wiring vendors to relocate various business units, install LAN and Enterprise Voice Systems in the support of large and complex moves, adds, and changes.

Anticipated customer needs by discussing telephone number changes, Service Level Agreements, and telephone procedures with various business units. Communicated with business units in a fashion that built report and understanding of technical matters. Consult with Business units on requirements and develop solutions to meet those needs and best practices. Ensure projects met corporate standards, and network security policy requirements in the installation of Messaging Servers. Participated in weekly conference calls to define and prioritize activities with vendors, and consulting services. Used monthly reports to communicate and document my projects and activities to Management.

Coach Us Award, Nominated by peers for offering exceptional help to a group of students. ITT Technical Institute, Dayton, OH

Attended a seminar on "How to Bring Out the Best in People at Their Worst", Institute for Management Studies, Detroit, MI

Project & Vendor Management
Successfully implemented Voice, LAN Infrastructure, and WAN connectivity in support of the Chicago Consolidation Project involving 600 employees representing all business units of the McGraw-Hill Companies (Business Week, Standard & Poor's, and FW Dodge)

Managed the WAN utilizing a third party vendor (AT&T Solutions) for over 30 remote sites. Submitted and implemented multiple Customer Service Requests (CSQ), and change requests with AT&T in support of the WAN.

Manage relationship with Telecommunication and wiring vendors on a weekly basis in the support of the McGraw-Hill Companies Corporate offices in Chicago. Experienced in managing the migration of telephone network systems from basic business services to ISDN (Integrated Services Delivery Network).

Contact Center Management
Designed, built and provided direction for the integration of 52 call centers as part of a project to acquire the education divisions of the Tribune Media Company of Chicago. Work as part of a national team to provide operational excellence and reduce cost by deploying consistent contact center technology.

Managed the installation of Nice Call Recording Systems in Columbus, OH, Dallas, TX, and Monterey, CA. Made myself available to staff as a resource to assist with projects related to the installations. Analyzed call routing and electronic mail processes to increase agent productivity during the design and installation of Centre-Vu Internet Solutions. Managed the installation of Business Advocate in the Higher Education Division call center and integration with the Call Management Systems for a call center of over 500 agents.

Problem Solving and Resolution
Act as the main point of escalation for the Telecommunications and LAN Teams in Chicago. Met attainment rates of 99% for day-to-day support, and Service Level Agreement Stretch Goals per customer contracts.

Certifications
See above


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