Ted Smith

214-793-9383 9191 Garland Road, Unit 438

tsd7ac28@westpost.net Dallas, TX 75218
________________________________________
Professional Summary
Telecommunications Project/PMO Manager/Operations/ Installation Manager 20+ year
s of major systems installation and management background in multisite call cent
ers, healthcare, campus environments, VOIP, CTI and custom call center software
. Expertise includes both sales and operations sides of business with recognitio
n for profit margin management. Specific expertise in:
* Major System Project Management
* Site Survey Engineering
* PMO Management
* Branch Installation Management
* Central Office Management
* Sales Engineering
Professional Experience
NICE Systems, INC., Denver, CO 2001-2009
(Provider of multimedia recording platforms, quality management software, intera
ction analytics, and related professional service)
Southwest Region Operations Manager Dallas, TX
2008- 2009
Managed a staff of 16 employees in project management, installation and service
covering TX, OK, AR, LA, and MS. Responsible for P&L, interviewing, hiring, tra
ining plan, employee evaluations, QA, and customer satisfaction
Reviewed system configuration integrity with sales.
Maintained installation schedules and assigned Project Managers and Field Engin
eers.
Managed quarterly revenue forecasting and assured on completion.
Attended customer kickoff meetings and monitored projects as needed.
Met weekly with Project Managers and reviewed project status, assuring projects
remained on target.
Developed employees Management Business Objectives and bonus structure.
Monitored daily service activity and managed customer escalations.
Western Region Supervisor of Project Management Denver, CO
2003-2007Managed staff of 13 Project Manager
s responsible for implementations in the Western Region and South America.
Reviewed projects with sales prior to booking and attended customer meeting.
Scheduled and assigned Project Managers based on complexity and scheduling need
s of customer.
Assisted in maintaining quarterly backlog and assuring revenue forecast were on
target.
Handled all customer escalations.
Assisted Project Managers with onsite support.
Assured projects closed out on timely basis and conducted captured learning wit
h project Managers and customers, resulting in reference able customer.
Developed PM business processes.
Project Manager Denver, CO
2001-2002
Implemented a 3 site, $3 million dollar project for General Motors.
Managed implementation of the largest NICE call recording project to date, for
Citibank
Developed, SOW, Project Plan, Conducted status calls providing agenda, minutes
and issue logs.
Managed installation and training resources.
Managed change orders and project closing processes.
NORSTAN COMMUNICATIONS, INC., Phoenix, AZ
 1997-2000
(Voice, data, video, and consulting organization in the telecommunication indust
ry)
Branch Installation Manager Phoenix, AZ 1999-2000
Managed a Staff of 18 employees responsible for software design, project manage
ment, and customer engineers for AZ
Developed a quality assurance program resulting in measurable standards for qua
lity installation and customer satisfaction.
Refined, presented and implemented standardized business process in 6-city west
ern market resulting in greater margins.
Senior Project Manager
1997-1999
Implemented a 3 phase $1.5 million project for voice and cabling for Lutheran H
ealthcare facilities totaling 2700 beds.
Implemented a two state, $2 million 3 site, networked call center for Wells Far
go.
Implemented Motorola call center, resulting in selection of Motorola Vendor.
SIEMENS BUSINESS COMMUNICATIONS, Texas 1984-1997
Area Technical Operations Houston, TX
1995-1997
Developed and implemented Quality Installation Process resulting in increased cu
stomer satisfaction and profitability. Tracked SLAs and assisted
in managing revenue forecasting.
Senior Project Manager Austin, TX
1991-1994
Plan, coordinate and implement all aspects of switch and cable installations. T
argeting major systems 500 lines and above. In addition, Site Survey Engineer re
sponsibilities for Austin, San Antonio, Texas, including presales involvement, s
ubcontractor scope of work and representing operations in bidder conferences.
Lone Star Branch Project Manager of Year 1994, for successful installation of $
7.1 million of revenue at 36% margin, awarded Siemens Circle of Excellence.
Implemented 3 phase $10 million voice and cable installation 12,000 line IBM pl
ant in Austin, Texas and received Texas Project Manager of the Year 1991.

Sales Engineer Austin, TX

1988-1991
Supported sales group in all aspects of sales cycle as needed, RFP responses, sy
stem quotes, pricing application design, customer presentations, and planning se
ssions.
Senior Customer Engineer, Austin, TX
1986-1988
Lead technician 12k port, 26 nodes PBX, and 15 node phone mail site IBM Austin.
Responsible for supervising five customer engineers, managing resource schedulin
g and overtime control.
Customer Engineer, Dallas, TX
1984-1986
Installed and maintained 3,000 port voice and data switch E. Systems / Air Force
One.
Centel Business Systems, Oklahoma City, Oklahoma
1982-1984
Senior Journeyman installed and maintained Siemens, ROLM, and Nortel PBXs for We
stern Oklahoma. Responsible for apprentice mentoring, scheduling and training de
velopment
GTE of the Southwest, Guymon, Oklahoma
1979-1982
Central Office Repairman performed Installation and service of Step, Digital Sw
itches, T1 Systems, Microwaves and PBXs.

AT&T Southwestern Bell Telephone, Okla. City, Oklahoma

1970-1979
Positions included Cable Splicer, Toll Repeater man, PBX Repair and Installatio
n.

Education
General Education, Business 1968-1970
Central State University Edmond, Oklahoma
Training
Managing the Business of Complex Installations
Leadership Development
Dale Carnegie
Career Path Seminars: Developing Listening Skills, Time Management, Team Build
ing and Dealing with the Difficult Employee
AMA Power Business Writing
AMA Successfully Managing People
AMA Dynamic Listening Skills For Successful Communication
AMA PMP Exam Prep
PC Skills, Microsoft Projects, Outlook, Word, PowerPoint and Excel

Awards, Training Certifications and Customer Commendation letters available upo

n request