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IT Supervisor Telephone/Network Technician Resume Example

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IT SUPERVISOR TELEPHONE/NETWORK TECHNICIAN
Summary
I am a highly skilled Information Technology Professional with 20 years of experience, recognized for technical proficiency and astute understanding of business operations and computer systems. I am self-motivated, disciplined, flexible, and confident in my ability to perform a range of activities that contribute to overall customer and user satisfaction. My strong analytical and problem solving skills and attention to detail, coupled with the ability to work under pressure to meet tight deadlines on schedule, within budget without compromising quality makes me a good fit for your organization.
Skills
  • Strategic Planning
  • Change Management
  • Risk Assessment
  • Project Management
  • Crisis Management
  • Billing Reconciliation
  • SDLC
  • Contract Negotiation
  • Contingency Planning
Experience
IT Supervisor Telephone/Network Technician11/2015 to CurrentCompany NameCity, State
  • Coordinates telecommunication requests with the IT Help Desk to provide timely completion in support of Service Excellence objectives.
  • Monitor the UPS monitoring system and coordinates service and maintenance of that equipment.
  • Maintain Nurse Call system and Telephony integration to associated systems.
  • Manages the Clinical Messaging system and works with Bio-Med on managing related clinical integrations.
  • Coordinates integration of the VOIP system with the Analog system.
  • Develops low-level project plans related to communications efforts.
  • Manages telecommunications inventory.
  • Analyzes communications requirements and plans appropriate and cost effective solutions.
  • Coordinates LAN cabling installs to meet local and regulatory requirements.
  • Ensures system changes are documented in the Change Management process.
  • Assists the Network Director in planning future communications growth with the health system.
  • Troubleshoots telecommunications system problems in a detailed manner.
  • Communicates with Telecom companies and other communications vendors and leverages partners to solve communications challenges.
  • Assisted with the deployment and implementation of new Patient assist reporting software.
  • Lead IT team and vendor in the upgrade of Cisco Platform for High Availability.
IT Customer Service Manager02/2011 to 11/2015Company NameCity, State
  • Oversee the Telecommunications Operations, Manager of the Technology Support Group, and the IT Help Desk.
  • Sets daily work schedule and priorities for Help Desk, Techs, and Telecommunications.
  • Manages and tracks all equipment throughout its lifecycle (orders, receives, inventories, deployment, disposal).
  • Provide s reporting on task tracking to VP of IT regularly and on request.
  • Assists in setting annual Quality and service provision levels.
  • Develops plans to address identified needs.
  • Oversees on call schedule and collaborates with other managers to fulfill coverage needs.
  • Manages printer fleet and relationship with the service providers addressing end users printing needs.
  • Establishes and maintains a maintenance schedule for telecommunications equipment.
  • Establishes and maintains a maintenance schedule for Desktop equipment.
  • Works with UCH departments in identifying and meeting end user IT equipment needs.
  • Performs periodic end user satisfaction surveys and develops plan to address needs.
  • Develops a team-training program and orients team to new technologies.
  • Sets standards for desktop and telecommunications equipment and promulgates them across the organization.
  • Manages and maintains UCH TWIV system.
  • Works with vendors and service providers to provide equipment and services in a quality yet cost effective manner.
  • Recognizes and rewards the achievements of others by regularly communicating the achievements and successes of IT team members to the department.
  • ACHIEVEMENTS.
  • Lead vendor and IT staff in the replacement of printer fleet for the organization.
  • Planned and coordinated IT staff and vendor in the deployment of equipment for doctor office relocation.
  • Planned and coordinated IT staff and vendors in the deployment of new equipment and services for new hospital wing.
  • Implemented and deployed new call center software for IT helpdesk operations.
  • Lead vendors and IT staff in deployment of new Computers, printers and new software implementation for various organizational departments.
Telecommunications Supervisor01/2006 to 02/2011Company NameCity, State
  • Responsibilities for the position consist of the installation of telephones, voicemail and Automatic call Distribution (ACD), functionalities as requirement by the office operations.
  • Review the infrastructure and make recommendation for office deployment of equipment and type of service to facilitate office operations.
  • Train personnel on new system operations.
  • Reviews billing of telco services and make recommended when needed.
  • Installation of third party applications to assist Nursing staff with patient care.
  • Installation of CTI solution to facilitate switchboard operation with call processing using ACD routing ACHIEVEMENTS.
  • Lead vendor in the implementation and deployment of Spectralink wireless telephone system.
  • Lead IT staff and vendor in the deployment of new patient assist applications and server deployment.
  • Lead vendor and IT team in the deployment of new Cisco Call manager 8.6 and Cisco Unity voicemail system.
Telephone/Network Technician06/1996 to 01/2006Company NameCity, State
  • Responsible for install, repair and maintenance of telephone and network infrastructure throughout the Health System.
  • Perform adds/moves/changes of communications lines and equipment, install Ethernet cabling from offices to Network closets, install digital and analog phone lines and phone, program PBX's, monitorhospital PBX performance and capacity, order equipment (e.g.
  • phones, cable, digital and analog line cards), analyze communications requirements for both individuals and department, administer voice mail.
  • Manages equipment inventory.
  • Orders and monitors telephone services from local and long distance telephone companies.
  • Installs PC hardware and software, connects PCs to the network.
  • Provides backup support for the computer center.
  • Troubleshoots telecommunications system problems.
  • Analyzes communications requirement and plans appropriated and cost effective solutions.
  • Train staff in the use of Meridian phone features, voice mail, and LAN access.
  • Plans for future communications growth with the health system; keeps abreast of advancements in communications.
Education and Training
Masters of Science: Information Technologies Project ManagementDecember 2015Kaplan UniversityCity, StateInformation Technologies Project Management
System Analysis and Design, Information Systems Project Management, Legal and Ethical Issues in IT, Applied IT Master Project, Strategic Project Management, Project Initiation, Planning and Execution, Project Cost & Schedule Monitoring & Controlling, and Project Risk, Quality, & Procurement Monitoring & Controlling.
Bachelor of Science: Information TechnologiesJune 2013Kaplan UniversityCity, StateInformation Technologies
Associates of Science: Computer ScienceJanuary 2006Harford Community CollegeCity, StateComputer Science
Interests
Constructed structured cabling paths for Network closets in the organization. *Lead vendors in the various system upgrade of organization Public branch exchanges and voicemail systems. *Lead vendor in the installation of new Public Branch exchange for new HealthCare facility.
Skills
ACD, backup, Billing, cable, cabling, call center, Change Management, Cisco, Contract Negotiation, Crisis Management, CTI, equipment inventory, Ethernet, features, Help Desk, Information Systems, inventory, LAN, Legal, Director, maintenance schedule, managing, Meridian, Messaging, access, office, Works, monitors, Network, Nursing, organizational, patient care, PBX, PC hardware, personnel, printer, printers, Procurement, Project Management, project plans, Quality, reporting, requirement, Risk Assessment, routing, SDLC, Strategic, Strategic Planning, surveys, switchboard, System Analysis and Design, telecommunications, Telecom, telecommunication, Telephony, telephone, telephones, phones, phone, type, upgrade, voice mail, VOIP
Additional Information
  • ACHIEVEMENTS *Constructed structured cabling paths for Network closets in the organization. *Lead vendors in the various system upgrade of organization Public branch exchanges and voicemail systems. *Lead vendor in the installation of new Public Branch exchange for new HealthCare facility.
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Resume Overview

School Attended

  • Kaplan University
  • Harford Community College

Job Titles Held:

  • IT Supervisor Telephone/Network Technician
  • IT Customer Service Manager
  • Telecommunications Supervisor
  • Telephone/Network Technician

Degrees

  • Masters of Science : Information Technologies Project Management December 2015
    System Analysis and Design, Information Systems Project Management, Legal and Ethical Issues in IT, Applied IT Master Project, Strategic Project Management, Project Initiation, Planning and Execution, Project Cost & Schedule Monitoring & Controlling, and Project Risk, Quality, & Procurement Monitoring & Controlling.
    Bachelor of Science : Information Technologies June 2013
    Associates of Science : Computer Science January 2006

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