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Assistant Director of Telecommunication Resume Example

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ASSISTANT DIRECTOR OF TELECOMMUNICATION
Career Overview
Management professional with 20+ years experience in the field of Information Technologies/Telecommunications. Knowledge of customer inside Sales, Daily Support/Service and NOC monitoring. Expertise includes proactive and strong leadership techniques to generate accomplishment-driven workplace environment, resulting in employee loyalty and customer satisfaction at all levels. Well balanced judgment, stability and capacity to drive consensus among business units with diverse agendas and visions. Successful in contract negotiation and process improvement. Calm and poised even in high pressure situations. Leverages own knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth expansion. Self motivated individual with sound judgment having ability and skills to get job done. Excellent communicator, interpersonal, teamwork, verbal and written skills and is driven to succeed. Core Qualifications: Operations Management. Cross team management. Report Generation /Analysis. Call Centers. Policy & Procedure Development. Staff Development. Call Accounting. Skilled Negotiator. Life Cycle Management. Process Improvement. Web Collaboration. Hardware/Software Upgrade Planning. Project Coordinator. Change & Patch Management. Customer Satisfaction and SLA's. VoIP Knowledge. Contract Negotiations. Remedy Ticket System. MS Office. Protocols & Standards.
Work Experience
09/2005 to 01/2015Unify Siemens
  • Managed Services Account Manager Office: NYC Single Point of Contact for Customer Accounts as their Managed Services Client Manager.
  • Coordinated meetings with other department managers and served as main liaison between sales and engineering staff.
  • Create databases and spreadsheets to improve inventory management and reporting accuracy.
  • Increased meeting efficiency by developing meeting agendas.
  • Identified and drove creative solutions for problems such as up selling UPS Maintenance for customer accounts and improving communication efficiency as liaison between departments, clients and vendors ensuring clear continuity by all stakeholders.
  • Identified inefficiencies and made recommendations for process improvements such as educating customers of updated available reports and access to Unify customer web portal to submit new request and get updates on existing request.
  • Initiated cost reduction initiatives by ensuring service request are completed 100% accurately the first time and to get customers to sign off on completion.
  • Maintained or improved margins over previous years by ensuring customer stays within the agreement with their request and anything not part of the contract agreement would be billable.
  • Ensured the availability of professional talent needed to meet business objectives by having service staff continue their skill set education via company provided online classes.
  • Collaborated with managers of global off-site customer support teams across multiple time zones.
  • Identified inefficiencies and made recommendations for process improvements such as educating customers of updated available reports and access to Unify customer web portal to submit new request and get updates on existing request.
  • Created and delivered status reports to stakeholders for budgeting and planning purposes such as Monthly Volume of Request for MAC and Service.
  • Continuously applied quality-improvement methodologies to improve work processes by being added to distribution list of Current Release Matrix List to check customers active versions of software compared to latest releases and updated customer if upgrades are needed.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives via establishing weekly call with customer and our service engineers to review the previous weeks service issues and discuss openly with all stakeholders to prevent duplication by investigating and providing a final solution.
  • Ensured the availability of professional talent needed to meet business objectives by having service staff continue their skill set education via company provided online classes.
Assistant Director of Telecommunication03/1992 to 09/2005Capgemini Continuum Health PartnersNew York City, NY
  • NYC Major Health Care Organizations outsourced Assistant Director of Telecommunication with the responsible for daily operations and service support at Beth Israel, BI Kings Highway and LICH hospitals along with their Outpatient Clinics and satellite offices throughout the boroughs for all Telecommunication needs.
  • PBX's serving the multiple sites included Siemens, Avaya, Mitel and NEC.
  • Managed a team of five analyst, six union telecom technicians and four non-union telephone repairmen.
  • Organized and led weekly personnel meetings with all team members.
  • Conducted or approved the yearly performance evaluations for all my direct reports.
  • Contributing member of Facility Planning Committee for internal renovations projects and new property projects.
  • Oversee telephone equipment upgrades and the deployment of new services and products such as disposable phones in patient rooms.
  • Member of Hospital Emergency Response Team providing telecommunication solutions.
  • Reported line and trunk issues with all carriers and managed until fully resolved.
  • Recorded and updated records of all DID's, Trunks, PRI's, T1's, Special Circuits for three hospital locations.
  • Provide monthly CDR (Customer Detail Recordings) of peak activity, Long Distance calls, overseas calls and any possible errors in carriers monthly invoicing.
  • Updated records for all carrier outbound circuits local and long distance PIC's.
03/1984 to 02/1992Long Island College Hospital Private Branch Exchange SwitchmanBrooklyn, New York
  • Programmed all changes and new request in ITT PBX and Mitel SX2000 PBX.
  • Provided real-time support to Hospital on a wide range of telephony devices.
  • Created log for all work requests such as Service issue or MAC.
  • Maintained maintenance records on PBX.
  • Created new account, reset passwords and configured access for users.
  • Identified equipment that needs upgraded software/hardware such as PBX, Voicemail and Overhead Paging.
  • Ordered equipment and cabling.
  • Hired and managed three telephone technicians to support hospital departments for telephone repairs and adds/moves/changes.
  • Reported service issues with local carriers and coordinated the worked with service providers to facilitate repairs.
Education and Training
High School Diploma1974John Jay High SchoolBrooklyn, NY, USA
ITIL Foundation Certificate in IT Management. License number EXIN, License 00026439: Telecommunications AnalysisDec. 12, 2013Telecommunications Analysis
Mitel SX2000 SG/S Installation and Maintenance License 830-015A-89 March 3, 1989 Certification: Executone Communications, LLC Futura Nurses Call System May 1990NYU Institute of Technology
Skills
analyst, Avaya, budgeting, BI, cabling, hardware, cost reduction, Client, clients, customer satisfaction, customer service, customer support, databases, inventory management, invoicing, IT Management, ITIL, MAC, Director, meetings, access, Office, NEC, PBX, peak, personnel, telephone equipment, processes, quality-improvement, real-time, renovations, repairs, reporting, selling, sales and engineering, Siemens, spreadsheets, T1, Telecommunication, telecom, telephone, telephony, phones, upgrades, web portal
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Resume Overview

Companies Worked For:

  • Unify Siemens
  • Capgemini Continuum Health Partners
  • Long Island College Hospital Private Branch Exchange Switchman

School Attended

  • John Jay High School
  • NYU Institute of Technology

Job Titles Held:

  • Assistant Director of Telecommunication

Degrees

  • High School Diploma 1974
    ITIL Foundation Certificate in IT Management. License number EXIN, License 00026439 : Telecommunications Analysis Dec. 12, 2013
    Mitel SX2000 SG/S Installation and Maintenance License 830-015A-89 March 3, 1989 Certification: Executone Communications, LLC Futura Nurses Call System May 1990

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