SUMMARY
Communications Professional with extensive experience in voice and data communications service and support. Major strengths in organization management, team development and motivation, producing measurable results, reducing expenses and budget control, efficient utilization of technology, development of policies and procedures, managing to a high level of customer satisfaction and solving complex business issues.
TECHNICAL KNOWLEDGE
Telecommunications Systems: Avaya - Nortel - NEC - Mitel - Siemens/Rolm, Definity, Meridian, Succession, IPX, HiCom, HiPath
Data Systems: IBM (AS•••••) - Unisys - DEC VAX
Data Equipment: Modem/Multiplexers, CSU/DSU, Channel Banks, Hubs, Switches, Routers
Protocols: RS•••••, Frame Relay, X•••••, T/E1, ATM, OC•••••, OC•••••, OC•••••, SONET
Physical Plant: Copper, Fiber Optic, Premises Distribution, Cat•••••, Cat•••••(e), Cat•••••, and RF
Operating Systems: MS-DOS, Windows, NT/•••••, Netware, OS•••••, VMS, and RSX/TSX, RPM
Software: Microsoft - Access, Excel, Office, Outlook, PowerPoint, Project, Visio and Word
PROFESSIONAL EXPERIENCE
SIEMENS MEDICAL SOLUTIONS HEALTH SERVICES CORPORATION, Malvern, PA ••••• – •••••
National Business Development Analyst IV, Managed Services ••••• –•••••
Responsible for project updates, site coordination, policy and procedures updates, and sales support. Supervision of 5 assigned accounts in 4 states with ••••• technical resources and total budget of $8,•••••,•••••
* Revamped existing telephony service line to enable growth from 3 to ••••• sites in three years.
* Reduced $2,•••••,••••• customer expenses annually through service improvements.
* Service line satisfaction accomplished through open dialogue with senior management at each site.
* Ensured cost controls through periodic evaluation of invoices and contracts for each site.
* Developed Best Practices and Balanced Scorecard documentation.
* Development and evaluation of RFI and RFP documents.
Senior Consultant II, Global Services ••••• – •••••
Developed communications solutions for healthcare customers. Assessed customer’s current infrastructure, recommended improvements in process, methodology and technology. Developed interfaces, call flows and scripting for Interactive Voice Response (IVR) applications. Upgraded IVR’s to current hardware and software platforms. Development of, and response to, RFI and RFP documents.
* Recommended $6,•••••,••••• in cost reductions through technology improvement.
* Cancer center received grants in excess of $6,•••••,••••• for IVR application in pain research.
* Reduced $1,•••••,••••• annually for missed appointments after design of IVR application.
* Received Corporate Liaison Award for establishing internal relationships in IVR application development.
UNITED ENGINEERING TRUSTEES, New York, NY ••••• – •••••
Director of Communications
Established communications department in •••••+ user, shared tenant high rise. Designed, analyzed, installed, serviced and supported tenants communications systems.
* Reduced $•••••,••••• annual expenses through service consolidation and technology deployment.
* Designed, deployed and project managed communications solutions for American Society of Civil Engineers during their transition to Reston, VA in •••••
* Established and consistently met communications department support service levels.
* Implemented call centers and provided enhancements utilizing current technology to all tenants.
* Developed communications budgets and operational guidelines for all tenant organizations.
* Relocated voice and data equipment and services after sale of United Engineering Center in •••••
MOTOROLA, Horsham PA ••••• – •••••
Senior Communications Analyst ••••• – •••••
* Reduced expenses $•••••,••••• through global deployment of technology.
* Redesigned data network to increased capacity by •••••% and availability by •••••%.
* Eliminated weekend datacenter operations as a result of increased network availability and capacity.
* Completed migrations of IBM mid-range systems (System •••••/••••• to System •••••, System ••••• to AS•••••).
Technical Support Services Manager (CATV) ••••• – •••••
* Established, staffed and managed 7 X ••••• X ••••• help desk for service and support to cable industry.
* Developed departmental budget, spare parts inventory, and maintenance strategy.
* Reduced expenses by •••••% each year.
* Developed and maintained help desk database and Automatic Call Distribution (ACD) equipment.
* Interfaced with customers to determine attainment of support objectives.
UNITED STATES AIR FORCE
Avionics Communications Specialist, •••••th FIS
Received training in the following:
* Basic and Advanced Electronics.
* Basic Avionics Communications Systems (UHF, VHF, HF, LF and Intercom).
* Advanced Avionics Communications Systems.
* Digital Techniques Course.
PROFESSIONAL AFFILIATIONS
Member, Manufacturer Consultant Liaison Groups: Ayaya, Mitel, NEC, Nortel, Siemens
COMMUNITY SERVICE
Horsham Fire Company No. 1: Served on the Board of Directors and Election Committee for one year, and By-Laws Committee and Treasurer of Fire Police for three years. Received the Special Fire Police Captain’s Award in •••••
