1078 Club TerraceCell Phone (434) 609-7655

Forest, VA 24551Email:  judjames@txun.net

SUMMARY OF QUALIFICATIONS:

Highly skilled  technical resource with extensive Engineering experience in Telecommunications Voice & Data Networking to include Legacy, TDM, VoIP, H323, PRI/ISDN, T1/E1, OC(x), Ethernet, TCP/IP, SIP, LAN, WLAN, and Unified Communications.

•          Experienced Transmission Engineer within an Operating Telecom providing engineering, preparation and distribution of detailed installation specifications for transmission oriented jobs including Subscriber and Toll "T" Carrier, Digital Concentrators, Analog and Digital Pair Gain Devices, Long Line Equipment, Fiber Optic and Microwave Radio Equipment.

•          Extensive experience in Engineering and Field Support for Network, Desktop, Server, Peripheral, and Infrastructure Installations. Experience includes New Installations, Upgrades, Migrations, and Support for both Corporate and Government peripherals and network infrastructure. 

•          Experienced Project Management support within DoD facilities for Avaya/Nortel Systems, including the Meridian1 Option 11-81, CS1000, SL100/CS2100, AS5300 multimedia UC systems, Power Systems, Fiber & Copper Network Infrastructure, Applications Platforms, and Satellite Clocking Systems.

•          Project Management expertise also includes the management of New Product introductions and Implementations through the matrix management of Functional Project Managers and Design, Engineering, Test, and Quality teams throughout the complete Design Life Cycle process utilizing PMI and Agile methodologies.

•          Exemplary record in achieving results with Project Implementations with emphasis on Quality, Time-to-Market, Revenue, and Customer Satisfaction.

•          Technical Expertise includes Central Office, Outside Plant, and Transmission Engineering, Pair Gain, Inside Plant, Enterprise Private Branch Exchange, Multi-media Platforms, VPN Routers, Gateways, VPN Clients, Wireless LAN, Unified Communications,.

•          Excellent Customer Service skills and ability to build lasting relationships.

PROFESSIONAL EXPERIENCE:

CommWorld of Central Virginia, Lynchburg, VA  December, 2015 to Present

Provide Installation & Technical Field Support for Toshiba Digital & VoIP Communications Systems, including ACD, Messaging, Peripheral, and Network Installations, Also provide Installation & Technical Support for Star-2-Star Cloud Based Systems within South Central Virginia.

CommWorld's primary areas of expertise include Digital, IP & Cloud Based Business Telephone Systems, Computer Networking and IT Support, Network Cabling, and IP-based Video Surveillance Systems.

Northrop Grumman Field Support, SLAIT Consulting – Lynchburg, VA    April, 2013 to May 2014

Provide Contract Technical Field Support for Desktop, Server, Peripheral, and Network Installations, Upgrades, and Migrations for the Commonwealth of Virginia’s IT Agency (VITA) standardizing all Departments and Agencies on Microsoft Windows 7.  Responsibilities also included, ensuring the compatibility of “position specific” applications with Windows 7 and correcting application specific interactions, and/or upgrading applications that either experienced post-migration problems, or weren’t compatible with Windows 7 and required an up-issue for Windows 7 Compatibility.    

IBM Field Support - Sedona Technologies - Lynchburg, VA    2012 to March 2013

Provided Contract Field Support for Desktop, Server, Peripheral, and Network Installations, Upgrades, and Migrations for both Hardware and Software Programs within State Farm Insurance’s Corporate Infrastructure.

Black Box Network Services, Inc.  Amherst, VA

Project Manager, Project Delivery & Control,  2010  to  2011

Manage DoD Project implementations from the kick-off meeting through the duration of the project.  Responsibilities included development of the Project Plans to include schedule, resources, and financials.  Manage the development of project deliverables to include Statement of Work, List of Materials, Logistics, Method’s of Procedures, Test & Acceptance Plans, and Engineering & Design Drawings.

·               One of my accomplishments was the upgrade of Brooke Army Medical Center’s (Ft. Sam Houston, TX.) SL100 RCC to a stand-alone CS2100 End Office equipped with 15K TDM Voice lines and 30K VoIP Voice lines.  This project included the upgrade of the existing DC power plant, re-engineering of the ground system, installation of a CallPilot, (2) T-Metrics ACD systems, Symmetricom Stratum 1 GPS Clocking System, Optera 6500 Fiber Ring, and all associated PRI trunking to support the expansion from an SL100 Remote to a stand-alone CS2100 End Office equipped with VoIP capabilities.

·               During this same timeframe, I managed the installation of a Cisco Call Manager at the Saratoga Springs Naval Clinic, an Avaya AS5300 VoIP system at Lackland Air Force Base, and a Line and CallPilot expansion at both Ft. Jackson, S.C. and Camp Pendleton, CA.

·               Extensive experience with the deployment of product lines from Avaya/Nortel, including the Meridian 1Option Series, CS1000, SL100, CS2100, and AS5300 switching systems into DoD facilities within Southwest Asia.

·               Experience in LAN/WAN operations and IP/VoIP architectures in a Campus or Enterprise environment including deployment of Cisco, Avaya/Nortel and NEC VoIP solutions.

·               Experience in Outside Plant (OSP) Infrastructure engineering, design, deployment and Quality Assurance/Quality Control (QA/QC) into DoD facilities within both CONUS and OCONUS.

Nortel  (Avaya)  Richardson, Texas

New Product Introduction Program Manager,  2003 to 2009

Introduced New Products to Market from a Service, Quality, and Support perspective.  Ensured the functional readiness for Support, Training, Documentation, and Services had been achieved and Quality Criteria had been met. Products supported included CS1K, MCS 5100 (VoIP), AS 5300 (VoIP), VPN Router, VPN Gateway, VPN Clients, and WLAN 2300 & WLAN 2400.

·               Successful Matrix Management of Functional Project Manager’s Deliverables through management of Integrated Project Teams (IPT) and execution of Team Strategies and Objectives throughout the complete Design Life Cycle process utilizing PMI and Agile methodologies.

·               Achieved 100% On-Time Performance for Functional Deliverables and Exceeded Quality and Lean 6 Sigma Initiatives.

·               Developed Post-Introduction Business Decision Points at 3 Month intervals to track Key Performance Indicators (KPI's) against Project Plan to ensure that New Products/Programs were meeting projected criteria (Forecast, Quality, Revenue, Customer Satisfaction, etc) and develop on-going process improvement initiatives to enhance accuracy throughout Products/Programs Life Cycle.  The results of this initiative provided a 50% reduction in incoming Customer problem reports in the first 12 months after implementation thereby resulting in an increase in Return on Investment (ROI) and Customer Satisfaction. 

·               I acted as the "Customer Champion" within New Product Development / Introduction Programs through the management, support, and implementation of end-to-end validation strategies across multi-disciplinary teams to ensure the integrity and readiness of products and services for successful volume deployment in all global markets from a Service, Quality, and Support perspective.

Team Leader/Advisor CSS Labs, 1996 to 2003

Provided functional management for all GNPS Lab facilities (Rich, BVW, MPK) to include management and control of all corporate assets and Capital appropriations. The Customer Support & Solutions Lab's provided technical assistance to GNPS engineers, designers, and product line management with problem investigation, duplication and correction of both hardware and software faults, patch verification, pre-sales technical support that included feature interactions, product functionality and networking.

·               Enhanced focus around building value for Enterprise Business Customers and enhancing Quality within the Enterprise Portfolio by working within the associated Project Teams to assist with implementation of directives and drive improvements within programs which ensured Product Quality and Serviceability Requirements were defined and achieved by scheduled introduction.

·               Supported all Enterprise Voice Products (SL1, Meridian 1, CS1K, Meridian Mail, Call Pilot, Call Center Applications, etc) with the primary areas of influence being Engineering, Technical Documentation, Installation, Maintenance and Upgrades of products within areas of influence.

·               Acted as a technical liaison for Sales & Marketing, Training, Documentation, Technical Support, Channel Partners, etc., providing Product / Technical Support for supported Projects / Products.

Nortel  (Avaya), Richardson, Texas

Manager, Network Operations Center (NOC), 1992 to 1996 

Managed a Network Operations & Control Center for DMS, Wireless, and Meridian 1/CS1K systems maintaining provisions for both surveillance and maintenance Services for Contracted Customers. Developed Statement of Works and Methods for supported Contracts. 

·               Managed Network Operations Center (NOC) incident communications with premier customers; During network incidents proactively managed incident communications acting as a Single Point of Contact (SPOC) for customers and Senior management and other resources as required

·               Managed a multi-disciplined professional staff of 15, capable of supporting required Carrier, Wireless and Enterprise Products.

·               Led incident communications management effort by coordinating internal and external communications plans, developing update and briefing materials, establishing and coordinating calls/updates to communicate incident status both internally and externally.

·               Managed call out support of Meridian 1 Options 11 - 211, DMS 250, DMS MTX and ESMR emergency recovery personnel (ETAS) when required and escalated as appropriate.

·               Managed development of personnel to perform existing and new tasks to meet Remote Service contracts. Provided specific training to meet Remote Services tasks and identified career progression goals.

Staff Engineer ETAS, Nortel  (Avaya), Richardson, Texas 

Provided in-depth Level 3 & 4 Technical Support to factory authorized distributors for Nortel’s Enterprise Business Products (SL1, Meridian 1, CS1K, Meridian Mail, Call Pilot, Call Center Applications, Vantage Systems, Norstar Systems, PC Based Products, etc). Provided on-site technical support on assigned product line when required.  Worked with Product Management and Technology on identifying and resolving design deficiencies.  Worked with New Product Management on evaluating new products and developing support plans, installation methods, and O&M Guidelines.

OSP/Transmission Engineer, Continental Telephone (Verizon), Dallas, Texas

Engineered, prepared and issued detailed installation specifications for transmission oriented jobs including Subscriber and Toll "T" Carrier, Digital Concentrators, Analog and Digital Pair Gain Devices, Long Line Equipment, Fiber Optic and Microwave Radio Equipment.  Specifications included wiring and cabling information, equipment summaries, equipment placement, equipment and span line drawings. Determined system designs that would best meet company practices and procedures in the most feasible and economical manner. Constructed accurate present and subsequent year budgets, estimating equipment cost, overheads, labor amounts and scheduling.

Professional Development:

Completed Courses in Mathematics, Finance, AC and DC Electronics, COE Engineering, Span Line Design, Fiber Optic Transmission Design, Engineering Economics, Data Processing and Communications, CS1K I&M, Norstar I&M, ISDN Operation and Maintenance, Aux Application Processor I&M (IVR, ACD MAX, CCR and Meridian Mail), NT Wireless Familiarization, Management/Leadership Training (MLF 1), Fundamentals of Internet Working, Internet Working Essentials, LAN Fundamentals, Protocol Layers and the OSI Model, Common Networking Protocols, Project Management, Succession VoIP Configuration & Trouble Shooting, Fundamentals for QoS, Global Operations Academy 1, QMI ISO Internal Auditor Certification (TL9000), MCS 5100 Qualified Sales Professional, TCP/IP Concepts & Architecture, Networking Technologies, TCP/IP Protocols, and Comp TIA A+,  Network+, and Security+ Accreditations.

Strengths:

- Leadership/Influence/Decision Making- Technical Expertise - Quality Management

- Analytical/Problem Solving- Organizing Work

- People Management - Communication (Written & Oral)

- Project Management- Relationship Building

Honors, Awards & Certifications:

- Everts Scholarship- ISO Certified Internal Auditor

- Nortel Presidents Award of Excellence- Telephone Pioneers of America

- MCS 5100 Qualified Sales Professional- Toshiba Certified Technical Engineer

- Certified VoIP Internetworking- Toshiba Certified Technical Support Engineer

- Toshiba Strata CIX Certified Technical Support- Toshiba IPedge Messaging, Certified Support Specialist

- Toshiba IPedge, Certified Technical Support Specialist