Sr Voice Engineer Project Manager resume example with 16+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • Accomplished Telecommunications professional skilled driven to maintain smooth and efficient daily operations while decisively leading major projects and coordinating resources. Performance-oriented, strategic and tireless in reaching for ambitious goals. Gifted communicator with organized and analytical nature.
  • Hardworking telecommunications professional with demonstrated track record of success in team leadership, employee training and group management. Competent in making quick and accurate decisions for routine and complex policy needs. Analyzes and optimizes roadmaps and initiatives.
  • Seasoned Telecommunications Manager with experience maintaining well-functioning business systems and customer services. Results-driven and diligent in directing and optimizing [Location] operations.
  • Skilled at developing and enhancing positive and productive team, customer and vendor relationships to support and enhance business operations. Proficient in diverse equipment, components and design layouts of important telecommunication systems and familiar with diagnostic procedures for each. Top-notch technical understanding, mechanical expertise and mathematical skills.
  • Focused [Job Title] offering [Number] years of telecommunications expertise, including software and hardware acquisition, installation and troubleshooting. Versed in disaster recovery planning and system performance analysis. Proven history of collaborating with team members to meet corporate objectives.
  • Driven to maintain smooth and efficient daily operations while decisively leading major projects and coordinating resources. Performance-oriented, strategic and tireless in reaching for ambitious goals. Gifted communicator with organized and analytical nature.
  • Accomplished Telecommunications professional skilled in coordinating systems upgrades, software and hardware installations and process improvements. Demonstrated success in collaborating with cross-functional teams to drive project completion. Personable and focused with [Number] years of industry experience.
  • Knowledgeable Communications Technician with over [Number] promotions in under [Number] years. Hands-on experience troubleshooting and repairing identified issues with [Type] and [Type] products and ensuring products are configured and programmed to customers specifications. Collaborative and communicative to manage and coordinate work efforts by interfacing with both internal and external workgroups.
  • Experienced in customer needs assessments, project planning, design, scheduling, and deployments.
  • Strong critical thinking skills and the ability to troubleshoot and isolate problems and process information in a fast paced environment
  • Ability to find technology workarounds to issues that cannot be resolved in a timely fashion.
  • Strong understanding of Avaya architecture and equipment including Definity, Communications Manager, and Avaya Contact Center product suite.
  • VoIP/QoS knowledge along with standard VoIP protocols - H.323, H.248, SIP, MGCP, SCCP, specifically on Avaya Systems.
  • Experience working with vendors and telco carriers to ensure services are met, and a thorough understanding of Avaya products, services and future platform roadmap including, but not limited to the Aura architecture, next generation PBX/ACD, Avaya CTI/IC (computer telephony integration)
  • Excellent verbal and written communication skills with the ability to interact with all levels of managers and end-users in the organization.
  • Strong organizational skills with the ability to manage multiple projects, tasks, and client support simultaneously.
Sr. Voice Engineer/Project Manager, 04/2014 - 12/2021
Trinet West Virginia, MN,
  • Worked Project scopes exclusively for BMO Harris Bank client under the management of ICOMM PMO.
  • Partnered with BMO Harris Bank Project teams managing voice telephony projects nationally.
  • Coordinated and executed vendor deliverables for clients.
  • Performed client business unit needs analysis’s, LOB communication for awareness, coordination, testing, training/informational documentation, and unconditional continued support. Availability 24x7.
  • Tracked Project tasks, escalations, and notifications to BMO Project leaders on each Project.
  • Led the design and implementations of two BMO U.S. Call Center project migrations; Nortel Symposium and Avaya Aura Call Center Elite through complex client assessments.
  • Led BMO U.S. Call Centers in the implementation & consultation of Avaya Remote 1X Agent software due to Covid work initiatives.
  • Supported client symposium call center trees
  • Scripted Nortel Symposium call trees; indirectly designed and managed call trees for Avaya Elite deployments.
  • Initiated communication with Call Centers on yearly Holiday schedules.
  • Ordered Call Tree announcements, holiday schedule revisions, scripting
  • Contributed in $2.1M yearly cost reduction initiative for BMO unused telephony services.
  • Migrated BMO Capital Market divisions with legacy PBX’s to Avaya Communications Manager platform.
  • Coordinated, scheduled, and managed tasks of 3rd party vendors and telco carriers for Project related requirements.
  • Followed client Project Assessments and timelines to engage/coordinate 3rd party vendor tasks.
  • Created Avaya spreadsheets for each project to configure CM programming once client needs assessments completed.
  • Participated in BMO IPT Branch installations.
  • Supported clients in ICOMM Telecom Managed Services support/help desk role. Directly accessed Avaya switches for administration, user programming and troubleshooting needs. Participated in 24x7 On-Call rotations.
  • Conducted site surveys, LOB meetings, and onsite cutover management.
  • Conducted root cause analysis and implemented due diligence actions to resolve customer issues.
  • Utilized extensive research skills to determine causes of customer issues and identified satisfactory solutions
  • Supported end-users with network and device troubleshooting and diagnosis.
  • Communicated with end-user to address device problems and implement technical or procedural solutions.
  • Worked overtime, including evenings and weekends, to respond to emergencies and fix unsafe conditions.
  • Monitored and replenished telecommunications equipment inventory for facilities and networks.
Customer Account Manager, 04/2012 - 04/2014
Department Of Commerce Austin, TX,
  • Implemented CDR Reporting and Call Analytics application for managed services contracted clients.
  • Performed in-depth analysis of customer requirements, including analysis of customers’ network and telecom environments, telephone call ratings, alarms, report requirements, and overall intent of the use of the system.
  • Coordinated all activities regarding account activation, programming of database, and on-going support.
  • Executed successful and timely delivery of solutions to meet accounts' needs.
  • Developed trusting relationships with key accounts, executive sponsors and stakeholders.
  • Served as clients dedicated SPOC during the life of contract term.
Telecommunications Manager, 12/2001 - 02/2009
Communications Supply Corporation/Wesco City, STATE,
  • Managed the national telephony network operations of corporate headquarters and remote sites overseeing facilities infrastructure of Avaya and Nortel voice platforms.
  • Responsible for the administration of hardware and software maintenance, programming of phones, voice mail, features, trunking, E911, CDR and maintaining documentation.
  • Analyzed system performance daily, security, and network capacity.
  • Coordinated hardware and software installations.
  • Collaborated with technical staff, engineering personnel and vendors to coordinate system improvements.
  • Led the migration of legacy voice systems from digital to VOIP reducing 30% telecom expenses.
  • Audited and approved monthly telecommunications expenses totaling $2M annually. Reduced costs by performing in depth invoice reviews and facilitation of contract negotiations.
  • Single point of contact to internal end users, 3rd party service providers, telco carriers, and key stakeholders.
  • Consulted on the design and deployment of complex user requirements.
  • Developed telecommunications disaster recovery plans to mitigate downtime.
  • Coordinated bidding processes and oversaw selection of optimal contractors to complete [Type] jobs.
  • Supported end-users with network and device troubleshooting and diagnosis.
Master of Accounting & Financial Management: , Expected in 02/2013
Devry Keller Graduate School of Management - Downers Grove, IL,
BBA: , Expected in 06/1989
Ohio University - Athens, OH,
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions

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Resume Overview

School Attended

  • Devry Keller Graduate School of Management
  • Ohio University

Job Titles Held:

  • Sr. Voice Engineer/Project Manager
  • Customer Account Manager
  • Telecommunications Manager


  • Master of Accounting & Financial Management
  • BBA

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