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CAREER SUMMARY Project management practices with over 13 years experience in a leading telecomm unications company.

Expertise includes the ability to enhance overall operationa l efficiency and ensure quality customer service. Adept at communicating with bo th internal and external customers as well as all levels of management. Ability to work in a team environment, but also as an individual contributor EMPLOYMENT HISTORY 1998 to 2010 Avaya Inc., Texas Operational Readiness, Implementation Manager - 2005 to 2010 Project Management of new and existing IPSS, Hosted, and RMSIPT customers and bu siness partners, as well as custom domestic and global offers, and verification of current customer data for front market and after market deals large and small . -- Supported up to and after "day-2" handoff of account and interaction with all levels of management internally and externally -- Managed Secure Intelligent Gateway (SIG) upgrades for Advanced Services and I nfrastructure -- Support teams for over 200 existing customers assuring no outag es and continuous network monitoring -- Led cross-functional teams in the implementation of a customized service solu tion for sites in EMEA, APAC, CALA and NAR regions, utilizing IP technical exper tise in resolving complex issues -- Customer escalations and mentoring support for new team members, as well as Avaya Web Portal training for customers before "day-2" support begins Operational Readiness, Business Integration Specialist - 2003 to 2005 Member of a specialized global team working to on-board a $350.5M contact with A BN AMRO, a global financial institution using ITIL processes and methodologies. -- Implemented new business product/service offerings, opportunities, and progra ms. -- Worked with project teams to implement costs, planning, stakeholder relations hips, and execution of deliverable for domestic and international locations -- Interacted with senior management regarding discreet and confidential communi cations and problem-solving techniques -- Created training materials and provide training to Customer Focus Teams. Crea te Process Flows, Service Support Plans (SSP), and all documentation involving a ll service support departments for day-2 support -- Establish account set up, Sold-Tos, etc. via SAP/Siebel and other software to ols required to on-board new customers Technical Support Specialist - 2001 to 2003 Provisioned Moves Adds and Changes requests to integrate software translations f or over 4000 customer locations using Avaya G3, Nortel, and Avaya voicemail plat forms, Serenade, Aria and Intuity Audix - Provided fist level of escalation for voicemail and account management issues involving data wire runs for LAN connectivity -- Effectively collaborated directly with Project Management, 3rd Party Vendors, Field Service Engineers and Tier III Engineers with implementation, relocation, and upgrading of voicemail, Definity (all versions), and Nortel systems and equ ipment -- Subject Matter Expert that contributed to the development and streamline of r eference material, service procedures and product overviews used for training pr ograms conducted -- Analyzed retention and business development within business group to maintain and improve quality and services and provide feedback and finding to senior lea dership by facilitating weekly conference calls Projects Team/ Team Leader - 2000 to 2001

T Solutions/Bank One Provided leadership to the Projects Team by performing audits and checking accur acy of team's work, and by serving as the point of contact for escalation. -- Assisted with the creation of processes for Projects Team -- Billing of the AT&T Solutions/Bank One project and firm bid offers; programmi ng of Lucent G3 switching equipment, Lucent and Octel Voicemail systems (MACD ac tivity) -- Coordination of delivery of equipment with on site technicians; and accountin g -- Job requirements included asset management, direct customer contact, technica l knowledge and experience, order entry (SAP), case management, follow-up, proje ct management, database creation, and knowledge of voicemail platforms Customer Relations Specialist - 1998 to 2000 Provided remote diagnostic and troubleshooting of (all versions) Definity system s by monitoring switch alarms. -- Negotiated contract and implementation of new system installations -- Ordered and verify shipment of Avaya/Lucent telecom equipment and installatio n -- Tracked and documented trouble tickets for various third-party vendors -- Acted as a liaison between Field Services Organization and outsourced vendors -- Updated digital and analog networking tables for voicemail machines geographi cally dispersed within and outside of the U.S. PROFESSIONAL DEVELOPMENT More than 250 hours of progressive telecom-related training: LAN/WAN Fundamentals & Troubleshooting; Project Time Management; IP Addressing a nd Routing; IP Telephony Design; IP Networking; Avaya Media Servers and Gateways ; Leadership in Management; Modular Messaging; CISCO WAN Protocols; SAP, Remedy, Siebel; Microsoft Project; SOX Controls for Global Managed Services; VoIP Netwo rking; VPN; Visual Basics; Power Point Charting; Crystal Reports; Business Objec ts; Seibel Migration; SharePoint; ITIL Courses: Service Desk and Incident Manage ment; Service Level and Capacity Management; Configuration and Release Managemen t; Communication Manager CERTIFICATIONS ACACN - Avaya Certified Associate in Communication and Networking Nortel Network s System Administration Octel 250/350 (Aria) System Manager Administrator Octel 250/350 (Aria) Installation and Maintenance Avaya Definity (G3 PBX) System Admin istration Avaya Definity (G3 PBX) Installation and Maintenance Intuity Audix Sys tem Administration