Telecom Management, Tech Support Resumes in US-Texas: John

Telecom Management, Tech Support Resume

Contact Candidate

Name:

John

Location:

US-Texas

Experience:

Most Recent Job Title:

Telecom Management, Tech Support

Objective:

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Resume Text:

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TELECOMMUNICATIONS MANAGEMENT/ENGINEERING PROFESSIONAL

PROFILE OVERVIEW

Technically proficient and highly experienced management professional, with more than 20 years of well-rounded telecommunications industry experience and a record of consistency in delivering robust technology solutions. Thrives in bridging the gap between end user, developer, local exchange carrier (LEC or Telco), vendors, and management needs, yielding major improvements in products and processes.

Bilingual with proven ability in working within remote international locations with language barriers. Possesses in-depth knowledge in computer and teleprocessing equipment and systems, with expertise in analyzing and resolving complex telecommunications problems. Adept at technique evaluation, system analysis, integration, test implementation, documentation and system monitoring, as well as budget management and sourcing.

Solid skills in designing and implementing short-term and long-term strategic plans and departmental goals through effective partnership and collaboration, along with continuous process improvement. Committed to providing better support, services and systems at a lower cost point. Effectively interacts with diversified personality types ranging from trainees to executives. Versatile and adept at maintaining system performance and availability.

AREAS OF EXPERTISE

- Voice and Data Networks Supports

- Project and Fiscal Management

- Customer Relations

- Remote International Locations Management

- Conflict Resolution / Problem Solving

- Network Performance Monitoring

- Analysis and Documentation

- Training and Supervision

- Technical Support

PROFESSIONAL EXPERIENCE

Regus / HQ Global Workplaces - Addison, TX

Telecommunications Engineer / Network Technical Support 2007-PRESENT

- Diagnose and resolve telecommunication issues and maintain operational reliability of all Nortel PBX Systems for N America (Meridian 1 Option 11c, 21, 51, 61c, 81c), Cisco CallManager/Unity, Amtelco Voice Mail Systems, Meridian Mail, Microcall, Picture Windows/Telecall accounting software, Symposium Call Center/Server, and Norstar MICS

- Lead projects to optimize telephone circuits using Nortel, Cisco-Call Pilot, Call Manager, Lucent, and Avaya PBX equipment; install MACs software; as well as test, repair and troubleshoot complicated telecommunication applications for daily and monthly electronic transmissions.

- Identify causes of technical issues with all related software; perform corrective actions; and serve as the key person in managing and locating all undocumented, under supported or poorly managed support literature.

Verizon - Carrollton, TX

Telecommunications Engineer / Contractor 2007

- Managed and resolved telecommunication-related issues for N America (Nortel Option 11, 21, 51, 61, 81, Meridian Mail, Norstar MICS, Symposium Client/Server, Call Pilot, Flash, Norstar Voicemail).

- Frequently chosen to provide assistance to complex or typically unsupported telecom products, such as Nortel Norstar MICS/ICS (Modular or Integrated Communications System), BCM 50, 200, 400 (Business Communications Manager), or Symposium.

Able to Cable Communications Inc.

Technical Support Technician (Freelance Job) 2006-2007

- Established and independently managed a business that provided customer-centric support services related to Data and Voice networks. Interfaced directly with clients to address technical issues and communicated through E-mail, phone, other electronic medium or through on-site field service. Trained and educated clients in using data and voice network products.

Brink’s Inc - Coppell, TX

Telecommunications Engineer 2003-2006

- Managed and maintained Nortel PBX systems, Nortel BCM 50, 400, 200, Meridian 1 Option 11, 21, 51, 61, and 81), Symposium, Call Pilot, Cisco VoIP systems (Call Manager, Unity), Nortel IP systems, Octel, Meridian Mail, Norstar MICS, ICS key systems for all national branch operations

- Ensured timely resolution of all telecommunications issues and assisted in addressing telecommunication needs. Organized and facilitated moves, additions, and changes locally and remotely. Created user training material and kept the telecommunications knowledge database updated.

- Promoted several times and played an important role in the success of numerous projects and support functions, as well as in facilitating conferences between corporate executives around the globe.

- Coordinated and managed projects for new sites to successful completion; projects include Brinks premiere branch center/company museum center in Chicago. Implemented the voice communications systems (Nortel PBX Options 11, 61). Key involvement in the installation, implementation, programming set up, design, maintenance, organization, development and tests to ensure steadfast functionality in various national branch locations.

- Co-managed VoIP (Voice over Internet Protocol using Cisco and Nortel products) projects to get the new technology off the ground and implement usage to all new branches. This included BCM (Business Communications Manager systems by Nortel, Nortel VoIP phones, using Cisco routers, and Call Management applications and software).

Help Desk Technical Support Analyst 2001-2003

- Delivered prompt and reliable WAN/LAN support for network systems and global communications.

- Maintained an accurate record of support issues and followed up using HEAT database software.

- Resolved WAN/LAN issues for software applications and network systems (O/S: Win 9x, 2000 Server/Pro, NT).

- Oversaw remote applications and proprietary software in a large call center facility.

- Appointed to lead the Latin American technical support functions due to bilingual skills.

Technical Writer 2000-2001

- Ensured the successful completion of projects; documented company manuals, guides, policies and procedures for project planning research; and tested and documented installation procedures for Win 2000 Server and client based applications.

- Streamlined set up procedures for Hardware Department and coordinated other projects by translating corporate documents for Spanish-speaking market.

American Housekeeping Inc. - Dallas, TX

Director of Operations 1998-2000

- Directed and initiated the increase in operational efficiency for the company with more than 150 employees.

- Optimized daily operations by implementing programs including Q/A, training, P/R, safety, orientation, and start-ups.

- Managed and ensured adherence to budgetary control procedures; administered labor, payroll, customer service, and daily operational functions.

- Improved departmental performance and ensured timely completion of tasks for superior customer satisfaction, while directly reporting to the owner of the business.

PRIOR EXPERIENCE

Project Manager (1996-1998) Aztec Facility Services, Houston/Dallas, TX

Department Director (1994-1996) Hospital Housekeeping Systems, Houston and Wharton, TX

Regional Office Manager (1988-1994) PSI Repair Services Inc, Houston, TX

EDUCATION

- Bachelor of Science in Telecommunications Management (GPA: 3.66)

DeVry University, Irving, TX

- Program in Business Management

Houston Community College, Houston, TX

- A+ Certification

CompTIA, Irving, TX

- Nortel Networks BCM 3.7 Hardware Overview, Installation, and Core Voice Programming

Global Knowledge, Richardson, TX

- Auto CAD (Release 10)

Houston Training Center, Houston, TX

PROFESSIONAL DEVELOPMENT

Dell Desktop PCs (Dimension, Optiplex) | Dell Workstations, Notebooks and Power Edge Servers

Cisco Call Manager | Cisco Unity Voicemail | Cisco Personal Communications Assistant |Cisco Unified Call Manager

Nortel Call Pilot Administrator (Release 4.0) |Nortel Networks Symposium Call Center Server (Release 5.0) |Nortel Norstar MICS/ICS Admin/Support

AWARDS & HONORS

Received a Certificate of Appreciation for outstanding dedication and service to Brinks Inc.

(Issued by Sr. VP/CIO in April 2004)

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