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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx

Driven, focused, and knowledgeable Strategic Leader with 20+ years of experience and a proven ability to lead others and oversee daily technical project operations within fast-paced environments. Experienced in managing large-scale technical projects, building cross-functional project teams, diffusing escalated customer service situations, and coaching/training staff members. Highly adept in improving operational efficiency in addition to maintaining strong communication with co-workers, staff, customers, and members of executive management.


Proficient in: Microsoft Office Suite, Naviscore, Service on Data, BAAIS-IP, BAAIS, Virtual Inventory, vRepair, DNSM, NCON, TIRKS, and WFA-C


Key Competencies

Technical Project Management Quality Assurance Staff Training Telecommunications Industry

IP/VPN; TCP/IP; MPLS System Acceptance Testing Relationship Management Customer Retention

Process Improvement Oral/Written Communication Time Management Migration Projects


Professional Experience

Verizon Communications November 1997-Present

Telecommunications Specialist (2005-Present)

  Direct day to day project management and administrative functions within a fast-paced environment with a focus on increasing productivity and efficiency levels

  Identify telecommunication project needs and complete planning logistics in addition to overseeing project execution, monitoring, and closing

  Supervise project teams which requires providing individualized coaching and guidance along with handling escalated employee relations issues

  Complete complex technical projects which have included circuit/system migration projects which required significant knowledge of LAN service switches, Cisco systems, and electrical systems

  Design and implement project best practices which aimed at cost reduction, act as the Data Control contact for ISO9000, and tracked project work instructions

  Maintain positive rapport with both internal and external clients which have included the National Institute of Health, the Senate, the Department of Treasury, the DoD, the DOJ, and the USDA


Telecommunications Supervisor (2000-2005)

  Coordinated telecommunications logistics which included creating a IP/VPN team, leading team logistics, and constructing a lab with a mock network used to troubleshoot technical issues

  Supported performance management functions within the team, ensured regulatory standards were followed, monitored incoming technical support calls, and ensured high levels of customer satisfaction

  Instrumental in monitoring the Automatic Call Distributor and ticket pools to ensure that calls were answered quickly in addition to prioritizing tickets based on order of importance


Telecommunications Technician (1997-2000)

  Led technical support logistics within the Data Network Control Center which required troubleshooting customer issues with either Frame Relay or ATM data networks

  Completed acceptance testing on various network circuits, assisted with large-scale projects, and maintained a strong knowledge of Lucent and Marconi switches


Additional Experience Includes: Avionics Technician, United States Navy, 1986-1991



Bachelor s Degree, Engineering Technologies, University of Maryland Eastern Shores

Aviation Electrician Mate Certification, United States Navy A School


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