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Click here or scroll down to respond to this candidateCandidate's Name
Atlanta, GA PHONE NUMBER AVAILABLE EMAIL AVAILABLE LinkedIn: LINKEDIN LINK AVAILABLESenior IT ProfessionalData Network Leader VoIP and Telecom Engineering Manager Provisioning Specialist Call Center ManagementHighly skilled in various network and VoIP protocols, software, implementation, processes, and proceduresSuccessfully managed $Street Address M in telephony assets and annual budgets exceeding $3M for vast banking and financial institution client base. Converted multiple companies business units from several telephony platforms to single VoIP solutions for both Call Center and Business User divisions. Served as the focal point for internal cross functional teams and external vendors, such as service providers, hardware procurement, local wiring contractors, network, telecom, and voice vendors.SKILLS SUMMARYLeadership Vendor Management Process ImprovementResource Allocation Process Documentation Conflict ResolutionMotivate/Inspire Exceptional Writer AdaptabilityRisk Assessment Incident Management NegotiationIncident Management Reporting TrainingPROFESSIONAL EXPERIENCEFIS (Fidelity Information Services), Atlanta, GA August 2010 July 2021Project Manager (2019 - 2021)Network and Voice Manager (2010 2019)Managed the department that successfully maintained and monitored all facets of LAN/WAN administration and monitoring, unified communications systems, hardware, software, local and long-distance networks, Avaya, Interactive Intelligence, Toshiba, Cisco, and eOn pbx systems and software.Developed process and improvement documentation for VoIP Implementations which included the full project life cycle, which serves as a consolidated template and playbook.Organized all change control submission and procedures, service desk management and incident response management escalation and resolved to adhere to customer service level agreements which successfully expedited lead time for incidents.Coordinated the efforts of the Customer Account and Leadership teams for projects providing VoIP system upgrades and Network and data center systems refresh, replacement and support.Regulated the engagement with Telecom provisioning and exchange carrier services which were imperative for successful ready to serve contact and delivery.Served as liaison to vendors/suppliers for telecom equipment, all circuit types such as, T-1, ISDN and telephone line provisioning enterprise-wide installation, monitoring, usage and administration.Clients included Washington Mutual,Directed all facets of call center IVR programming, inclusive of directional traffic recording messages through vendor Telehold key touch tone management, Outlook coordination for customer voicemail and automatic call-back features.Sage Software, Norcross, GA October 1986 August 2010 Call Center Supervisor Telecommunications AnalystSoftware Support AnalystImplemented, maintained, and supported all modular Peachtree accounting, database software and related hardware, network, and environmental support.Provided 3rd level support to Regional Support Centers for all related products.Supervised and trained of support triage center personnel for call categorization and distribution.Telecommunications Analyst for administration and support of Nortel and AT&T PBX and voicemail solutions.EDUCATIONPhD Mobile and Digital Communications Management To be Awarded June 2024 Wharton School of Business, Alfred Nobel School of Mobile and Digital CommunicationsMaster of Business Administration Technical Management (M.B.A.) Southern Polytech, Kennesaw, GABachelor (B.S.) of Consumer Affairs Andrews University, Berrien Springs, MIAssociate of Science of Retail Management Andrews University, Berrien Springs, MICERTIFICATIONSICMI Call Center Management CertificationSix Sigma Green Belt Six SigmaVOLUNTEER EXPERIENCE & AFFILIATIONSEWELH Beauty and Me Boutique (Empowering Women while lending a helping hand)Managing non-profit boutique for transitional women of domestic violenceWest End SDA Church, Atlanta, GAChurch Clerk and Legal Documentation SpecialistGreater Atlanta Adventist AcademyBoard of Directors, 4H Club Communication DesignerThe Elite School of EtiquetteBoard of Directors, Director of Event Coordination VolunteersTESTIMONIALSJeffrey Nemanius, Telecomunications Manager, Dayforce, St. Louis MOIt was an absolute pleasure working for Candidate's Name .Her leadership style, characterized by direct communication, support centric mindset, and a commitment to my personal wellbeing and growth, led to so many successes as a team.Michael Pedro, Information Technology Executive, Advantage Solutions, Orange County, CALisa is an exceptional IT leader with a remarkable ability to navigate complex technical challenges with grace and proficiency. Her strategic insights and dedication to excellence make her an invaluable asset to any team fortunate enough to have her.Leisa Pittner, Director of Program Management and Delivery Assurance, Viscosity North AmericaLisa managed a stellar team of VoIP, Network and Software Engineers. Her team was well known for excellence in providing end-to-end service, migrations and the swift remediation of outages minimizing down time. |
