Yyyyyy x. yyyyyy

Network Services Manager

Accomplished w Client Centered w Detail Driven w Leader w Mentor w Innovative w Highly Effective

      Extensive and progressively responsible experience as a manager in telecom networking and infrastructure environments

      Excellent communicator with demonstrated ability to collaborate with staff, management, business partners, and others at all organizational levels

      Outstanding blend of organization, prioritization, leadership, and interpersonal skills

      Proven ability to lead and supervise team members, manage a wide range of duties simultaneously and coordinate multi-level directives within networking and infrastructure management roles

      Provide sound technical advice to supervising managers

      Mentor and lead teams by example and with integrity to deliver services excellence

      Consistent success is rooted within the combined concepts of quality, continuous improvement and effective process enhancements

Key Strengths

Selected Key Achievements

         Worked with Verizon to secure more attractive mobile plans for 90 account users. Changed data plan at the end of 2015 resulting in annual savings of 31.8% in 2016.

         Two of three teammates were nominated for Associate of the Year in the same year.

Marriott International, Omaha, NE, 1999 present

CEC Network Services Manager (2015 present)

         Effectively manage and direct the work of several team members to meet organizational goals and business needs within the operational area. Assign tasks and balance the work load for each team member.

         Promote the use of best practices in meeting goals and advancing technological growth.

         Materially contribute to creating, implementing, and documenting plans to gain advantages while reducing operational costs. As example, served on a committee creating SOPs for upgrading mobile phones, increasing user access to new equipment while also reducing the company s upgrade costs.

         Lead and manage team members with a focus on promoting continual professional growth and expertise.

         Report project and operational status to higher management on a timely basis.

Telecom Manager, Operations Support (2006 2015)

         Provided leadership for a team of 4 Telecom Analysts, lending technical and managerial insight when needed.

         Oversaw Analysts work and ensured project stability and continued progress.

         Led weekly Team meetings with focus on team cohesion, project status, and feedback on improving communication and project strategies.

         Managed all administrative and payroll reporting for the department.

Continued

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Professional Experience, continued

Acting Telecom Manager and Senior Telecommunications Analyst (2005 2006)

         Retained all Senior Telecommunications Analyst responsibilities while also taking on the additional responsibilities of Telecom Manager as described above.

Senior Telecommunications Analyst (2005 2006)

         Maintained basic functions of Telecommunications Analyst as described below, with the addition of extended responsibilities for decision making.

         Served as Lead on departmental projects, assessed work load and assigned daily tasks to other Analysts.

Telecommunications Analyst (2001 2004)

         Provided daily maintenance for telecommunication equipment software on the Definity Platform in a multi-site Call Center environment with AT&T enhanced network solutions.

         Created and revised Custom Reports and ensured standardization throughout the Marriott Worldwide Reservation organization.

         Assisted with new installs, upgrades, and Call Center relocations.

         Programmed and revised all ACD/PBX features to meet company needs.

         Administered Octel, Definity Audix and Intuity voice mail systems; maintained Xeta Call Accounting System.

         Executed maintenance and back-ups for voice systems; analyzed all voice software problems and ensured timely resolutions. Assisted with maintenance of interface applications such as IEX and GeoTel.

         Ordered new and replacement equipment upon purchase approval; coordinated installation.

Telecommunications Technician (1999 2000)

         Provided basic programming of ACD/PBX for 12 Marriott Worldwide Reservations Call Centers to manage additions, moves, and changes.

         Worked with toll-free number vendor for multi-site usage.

         Created and maintained network routing plans using the Route-It! application.

Earlier Professional Experience

         Systems Coordinator, Greyhound Lines, Inc., Omaha, NE. Began with the company as a call center service representative and quickly moved through several positions of increasing responsibility and technical focus. Became Confidential Telecommunications Secretary, Technical Administrative Assistant analyzing call traffic and trends, Network Control Center Team Leader, and finally Systems Coordinator.

Computer Science study, University of Nebraska at Omaha, Omaha, NE

         Concentration in Accounting

         Forced to stop only 9 hours short of completing degree

Professional Development and Technical Training

Recent Training

         Avaya OneX Agent, 2014

         Avaya Aura Call Center Elite Implementation and Configuration, 2014

         Avaya Aura Session Manager and System Manager (Global Knowledge custom training), 2013

         Avaya Contact Center Control Manager for Administrators, 2013

Earlier Technical Training