Customer Service Manager

Norman C. Wood

**** *** ***** ******* #***; Colorado Springs, CO 80922

Home: 719-***-**** Cellular: 719-***-****

Email: abl0pq@r.postjobfree.com

Technical Trainer/Developer, Manager, Sales Support, Team Builder and

Mentor with a diverse background in customer service, technical training

and telecommunications. Worked at large companies such as Bell

Atlantic/Verizon, Booz Allen & Hamilton, and Telcordia Technologies and as

an independent consultant.

Professional Experience

Merchandiser, Mosaic (Part-time) 9/2009 - 2/2010

. Setting DVD, CD, and iPod displays, validating stock, placing

signage

. Pulling stock for returns

. Coordinating major sales campaigns with the client.

Senior Training Consultant, Taleo Corporation 4/2007 - 5/2009

. Customizing materials and delivering proprietary software training at

client sites throughout the world.

. Worked closely with clients to show then how to configure Taleo

software to meet their needs.

. Delivery of Standard training to customers via WebEx.

. Developing custom materials and delivering Train-the-Trainer for

clients throughout the world.

Product Trainer, Sage Software 2/2006 - 4/2007

. Delivery of Sage Software's FAS Asset Accounting Software courses at

various classrooms throughout the U.S.

. Provided onsite training for new installations and new clients.

. Developed the "Sage Software New FAS Trainers Handbook"

Technical Trainer & Developer/Consultant, Verizon/Contract Through Pinnacle

Technical Resources 1/2006 - 2/2006

Technical Trainer/Developer/Consultant for Verizon Business Unit.

. Provide on-line training on various legacy systems for new Verizon/MCI

Implementation Consultants.

. Provide administrative support to the Training Manager.

Call Center Trainer/Consultant, Pearson Performance Solutions / Contract

through CBTeam 9/2005 - 11/2005

. Delivery of Medicare and Medicare Prescription Drug Plan Specialist

Call Center training that included how to use the Prescription Drug

Finder tool.

. Delivery of Medicare and Medicare Tier 1 Call Center training and

provided on site support.

Technical Trainer & Developer/Consultant, Verizon/Contract Through UIT and

Pinnacle Technical Resources 1/2004 - 9/2005

Technical Trainer/Developer/Consultant for Verizon's Customer Service

Portal.

. Developed several hands-on courses for Verizon's Customer Service

Representatives how to use the Portal, a GUI interface in front of

numerous legacy systems, for placing orders for Frame Relay, ATM, IP-

VPN, and VoIP-VPN.

. Providing Instructor Lead Hands-on Train-the-Trainer for Service

Managers and Trainers throughout the U.S.

. Contributor to the Methods and Procedures

Broker Associate, McGinnis GMAC Real Estate, McGinnis Property Management

2002 - 2004

Developing a client base by using a geographic farm, working the displays

in the malls, referrals, and web advertising.

. Facilitate the buying, selling, and Rental of Real Property

Manager-Senior Instructor/Developer, Telcordia Technologies - Learning

Services 1997-2001

Developed, delivered, maintained, and managed various telecommunications

courses including Number Portability, WNP, AIN, E911, SS7, and more.

CCSN/SS7 expert. Development work included hands-on troubleshooting

exercises requiring the creation of numerous test case scenarios. Earned

the rank of Certified Technical Trainer (CTT+).

. Formed strategic relationships with several telecommunications

service providers and manufacturers, increasing training sales, as

well as custom course sales.

. Project Managed the software/hardware installation and maintenance

for the Telcordia ISCP (IBM RS6000/AIX and Telcordia Software) in

the Lisle, IL switching laboratory, which resulted in the support

all AIN, WIN, and LNP services used for training.

. Introduced, designed and developed a new ISCP Maintenance and

Service Creation curriculum with courses supporting both North

American and ETSI CoreINAP (international) standards, resulting in

a new line of business.

Senior Associate, Booz, Allen & Hamilton 1995-1997

Supervised senior engineers providing support relating to the Communication

Assistance for Law Enforcement Act for the FBI's Wireline Capabilities

Program. Supported telecommunications projects for the FBI, as well as

other clients. Achieved Top Secret Clearance.

. Created a team of engineers with a technical, political, and client-

specific focus.

. Liaised with standards groups such as T1S1, TR-45.2, and equipment

manufacturers to provide them with an understanding of clients'

needs.

. Provided basic telecommunications training for in-house staff and

clients, in addition to providing new and unique deliverables to

clients, resulting in increased billability.

Consultant/Contractor, Wood Telecommunication/Norman Wood 1992-1995

Provided telecommunications training and development services for Bell

Atlantic Professional Services and Bellcore TEC. Provided ISCP project

management, installation and Technical Support (Tier 2) for internal and

external Bell Atlantic clients.

. Designed, installed, and maintained Bell Atlantic's Advanced

Intelligent Network (AIN) Lab in Silver Spring, MD, creating a test

bed for all new features and services. Modified existing test

cases and created new ones.

. Worked on the initial development team responsible for creating

Bellcore's ISCP curriculum, resulting in training dollars as part

of the product.

. Developed methods and procedures for the "turn key" installation of

the ISCP for domestic and international clients creating a new line

of business for Bell Atlantic.

. Worked with Bellcore to establish a retrofit/software upgrade

process resulting in service affecting processes utilizing the

maintenance window.

. Learned and applied the process for initial software load on GTE's ISCP

sites, including learning AIX and ISCP-specific syntax, as well as

developing site specific data questionnaire, resulting in a standard MOP

to be used for all installations.

Manager-Technology Deployment Switching, Bell Atlantic 1991-1992

Supervised several engineers while developing technical requirements,

product selection and installation, system change analysis, and technical

support for the Common Channel Signaling Network.

. Coordinated all technical aspects involved in meeting the

requirements for 800-Number Portability (FCC Docket 86-10). Such

activities included modifying standards, working with equipment

vendors to assist them in meeting Bell Atlantic's requirements.

. Supervised senior engineers overseeing the successful introduction

of the ISCP into Bell Atlantic's network and the successful PCS

trial in Pittsburg, PA.

. Contributed to the development of procedures to test all STP

software prior to the live network introduction, resulting in a

major increase in network reliability.

Manager-Instruction/Development, Bellcore 1990-1991

Developed, delivered, and maintained Intelligent Network Courses.

. Mentored two new telecommunications instructors to produce

confident and competent technical trainers.

. Contributed to the development of a new course covering Common

Channel Signaling, Network Operations, and Maintenance (CCS/NORM).

This course has proven to be the largest revenue generator in the

history of Bellcore (now Telcordia Technologies).

. Assisted Bell Atlantic with the "root cause analysis" of the DSC

STP failures of 1991, which impacted six million subscribers.

Specialist-Switch Engineering, Bell Atlantic 1988-1990

Supported Network Design Engineers concerning Nortel and DSC Communications

products.

. Founded a team to resolve problems and educate engineers on Nortel

switching equipment. The team consisted of the staff, the vendor,

and engineers from each Bell Atlantic location. This increased

productivity and reduced the cost of equipment by giving the

engineers the tools to do the job.

. Created an STP engineering tool, a Capacity Tool, and process for

load balancing (The DSC STP) while working with DSC Communications,

resulting in faster and more accurate engineering and tools for

administration.

Education and Certifications

Associate's Degree, Control Systems Engineering, Capital Radio Engineering

Institute (Capital College)

Coursework, Electrical Engineering, Johns Hopkins University

Coursework, Telecommunications, Telcordia Technologies/Bellcore TEC

Certified Technical Trainer (CTT+).

Activities

Vice President - The Village at Springs Ranch Condo Owner's Association

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