OBJECTIVE:

EXPERIENCE:

1/2013 - Present

Industry: Telecommunications Services

Product Manager

Manage the Hosted Voice Product line for Enterprise and SMB.

Currently working to integrate the Telovations product line into Bright House Networks.

7/2012 - 12/2012

Industry: Telecommunications Services

Product Manager

Manage the Hosted Voice product suite by testing, troubleshooting, and upgrading existing products and applications.

Act as functional and technical expert and champion for all product initiatives, including training resource for internal teams and external sources.Define and write feature/functionality requirements for new products and enhancements to existing products.Functioned as the the Tier 2 escalation point for all Hosted Voice applications, such as Broadsoft Call Center, Unity Kakapo, and Receptionist Console.Maintained existing product suite by testing and updating the services with the existing products and applications.

4/2010 - 6/2012

Industry: Telecommunications Services

Client Services Manager

1/2006 - 12/2009

Industry: Telecommunications Services

Manager Project Management Support

Managed a team of project managers which supported up to 300 projects concurrently. Team supported special internal projects facilitated by equipment end of life, and revenue generating customers. In addition, directed a small team of project coordinators to provide administrative, order tracking, and activation call support to Project Managers of large customer service and managed services projects. •·         Provided project coordination support to aid in the customer care issues for a 10,000 residential business line project for a major healthcare provider. •·         Implemented a team website to house important contact and process documentation.

1/2005 - 1/2006

Industry: Telecommunications Services

Manager Line Cost Project Management

Organized a team of project managers and coordinators in a series of projects to decommission networks and reduce overall line cost. Developed method of procedures to determine the correct course of action on each circuit. Trained team members as necessary to perform required tasks. Documented all procedures and training material for future use. •·         Contributed to annual line cost savings of over $5M •·         Help prepared over 20 sites for decommission by moving and disconnecting circuits

10/2003 - 12/2005

Industry: Telecommunications Services

Manager Data Optimization

Developed and maintained processes geared towards optimizing customer data circuits to a cost effective design. Assisted in preparing timelines and schedules in order to decommission 110 data switches. Supervised team tasked with optimizing data customers from a decommissioning switch. •·         Learned, trained, and documented new system procedures to support team with new function. •·         Optimized over 911 Network-to-Network Interfaces (NNI's) for over 17,500 Permanent Virtual Circuits (PVC's). •·         Reduced overall annual line cost of about $10M by disconnects and optimizations.

4/2002 - 10/2003

Manager Voice Migration team

Oversaw a team of up to 25 members, tasked with migrating voice circuits into acquiring company's database and network. Generated the process and expectations of team. Validated physical circuit records with customer bills to ensure accuracy, correcting billing systems when discrepancies were found. Established initial metrics and reporting practices. •·         Learned, trained, and documented new systems in order to support team with new responsibilities. •·         Migrated traffic from 23 DMS voice switches to facilitate their decommissioning.

5/2000 - 4/2002

Industry: Telecommunications Services

Supervisor Customer Optimization

Managed a team of 25 subordinates tasked with indentifying line cost opportunities via database clean up and network optimizations. Worked in partnership with Network Planning to open infrastructure as needed. Collaborated with various groups and departments within the company, to ensure proper resolution to problematic circuits. •·         Successfully migrated over 200 customer circuits off a failing trading partner's network to ensure continued service. •·         Corrected 6700 circuits that were not billed to a customer, by re-establishing billing, or disconnecting circuit. •·         Saved company over $10M in annualized lost line cost.

5/1999 - 5/2000

Industry: Telecommunications Services

Technical Advisor Customer Service Delivery and Op

Responsible for development and communication of training materials related to process, procedure, systems, standards, and skill development with the emphasis on Circuit Design and Provisioning. Identified departmental process and procedural deficiencies to review for changes to current procedures. Provided system requirements to IS implementation teams and performed end user testing to ensure functionality of system changes. •·         Represented the user community during the creation, implementation, and the roll out of Telcordia's Service Gate for ASRs. •·         Relayed On-Time Performance and chronic issues to our Trading Partners via Quarterly Service Reviews. •·         Lead cross-functional team meetings with Voice and Data Lead Designers to align processes.

1/1997 - 5/1999

Industry: Telecommunications Services

Circuit Design Engineer/Wholesale accounts

Determined work required and the design of customer circuits through core network by the creation of work orders, DLR's, ASR's and LSR's. •·         Created process for designing, provisioning and installing of High Speed Frame Ckts •·         Functioned as an acting supervisor for a period of 3 months during management transition.

10/1995 - 1/1997

Industry: Telecommunications Services

Circuit Design Engineer/Grooms/Provisioning

Responsible for the engineering and ordering of access for all circuits necessary to the network, as well as maintaining the integrity of circuit inventories. Handled switch and database consolidations prompted by acquisitions. Updated and published project status reports. •·         Assisted in creating and writing a working document detailing the process of reconfiguring service orders. •·         Worked with LEC, CAP and IXC providers to move DAL and Private Line services from one switch to another. •·         Trained new employees on processes and procedures in order to meet WorldCom standards.  

11/1990 - 10/1995

Industry: Telecommunications Services

Communications Technician/Squad Leader/Supervisor

Operated and maintained a Mobile switchboard with a C/3 Packet Switch. Interpreted and used operating instructions, data base information, system diagrams to established and maintained network connectivity. Provided assistance and service for thousands of subscribers in over 20 tactical exercises. Supervised and trained up to seven personnel in the deployment, installation, operation, and maintenance of equipment. Corrected faulty work practices and operating procedures. •·         Cross-trained as a Radio Transmissions Technician in record time of three days and learned to operate and maintain a Radio Access Unit for mobile telephones in two weeks. •·         Recognized and awarded three medals for exceptional job performance.

EDUCATION:

8/2003 - 6/2007

Bachelor's Degree

Bachelor's of Science in Business Managment

11/1990 - 6/1992

Certification

Certifications, • Node Center/Large Extension Node Operators Course, US Army, 1992 • Mobile Subscriber Equipment Network Switching Systems Operators Course, US Army, 1991

9/1986 - 6/1990

High School or equivalent

Diploma, 1990 • Brookhaven High School, 1990Certificate of Specialization (Music)

CERTIFICATION:

11/2006

SKILLS:

Skill Name

Skill Level

LANGUAGES:

Languages

Proficiency Level

AFFILIATIONS:

National Law Enforcement Officers Memorial Fund (N

Founding Member

Humane Society of the United States

Member

St Judes Research Hospital

Partner in Hope

Tampa Bay Business Yahoo Group

Member

ASPCA

Guardian

Project Management Institute

REFERENCES:

Reference Name:

Phone:

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