Lee M.

Operations/Production Manager

Burlington , United States

Experience: 31 Years

Lee

Burlington , United States

Operations/Production Manager

96000 USD / Year

Immediate: Available

31 Years

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About Me

Corporate communications professional with an expired CCNA(expired 10/2010) certification and extensive experience in voice equipment programming, scheduling vendors, vendor management, installation, troubleshooting and operations. Hard-working indiv...

Skills

Positions

Operations Manager

Solutions Manager

Site Manager

Management Trainee

Event Manager

Portfolio Projects

Description

Responsible for managing the 24x7 environment for the Telecommunications and Voice Mail systems that included installations, management, maintenance, and system administrations of Hi-Com PBX’s, Voicemail Servers, VRU’s, T-1’s, call centers and supplemental hardware/software.
Ensure functionality, performance, availability, reliability, change control, disaster recovery, inventory control and back-up planning for Misys headquarters and 35 sites nation-wide. Coordinator for telecommunications Vendor Management Program that included contract negotiations, maintenance & service level agreements, and bill verification.
Created SOP’s for the telecommunications department and a detailed site matrix.

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Description

Managing PBX for the call center with approximately 260 users with 24x7 coverage and telecom support for 200 additional employees at the same location. Interfaced with all internal employees.
Daily troubleshooting and maintenance of Meridian Nortel 81/61, Nor-Star, Meridian Mail and Symposium system. MAC’s (moves, add and changes), call tracing, six T-1’s, VRU’s, and all other voice related equipment. Successfully managed the installation of VOIP project, for 32 remote users.
Provided statistics to upper management based on call by call statistics, agent performance and other specific requests based on call center data captured in Symposium.

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Description

Responsible for maintaining day to day operations (MACS), troubleshooting issues and upgrades on Nor-Tel Opt 11, 61, 81c, Octel Voicemail, Cisco Call Manager (VOIP) and Unity Voicemail for approximately 1700 employees.
Achieved CCNA certification while supporting entire East coast operations.
Schedule and dispatch vendors to sites as needed. Actively engaged in conversion of all East Coast offices to Cisco platform. Integral part of team implementing office to office dialing.
Conduct phone operation and voice mail training sessions with new employees, supervisors and managers.
Managed, coordinated the relocation of Net Apps Voice communications to its current location on Kit Creek Rd.

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Description

Responsible for maintaining the day to day operations of all voice equipment.
Troubleshooting issues, upgrades, MAC’s and maintenance on the Nor-Tel Opt. 61c/81c PBX and Meridian Voicemail.
Create and maintain all telecommunications documentation, vendor selection/management and perform after hours’ support 24x7x365. Interfaced with internal employees on a daily basis, to resolve any issues.
Currently involved in VOIP project to convert Carolina Biological from TDMS.
Monitor customer service satisfaction objectives and SLA’s, SOW’s to ensure expectations are met.
Currently involved in cross-training for desktop support.

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