Call Center Project Manager

KIERAN MARTIN O’SULLIVAN

*** ****** ****** ****** ******, New York 516-***-**** ad738z@r.postjobfree.com

Objective: Eager, enthusiastic, serious worker seeking to obtain a position in an aggressive growth oriented organization that will present me with opportunities to grow and advance while allowing me to utilize and enhance my interpersonal, technical and management skills. I have 30 years of highly professional customer services skills that are unmatched and you will notice, I am sincere on how I interact with the client and it’s users at all levels of your company’s hierarchy.

Work Experience:

March 2022-Present- NEC/UCASS On-site Engineer, Preferred Systems.

Responsible for networking a SV8500 PBX onsite with a virtual SV9500 PBX and a virtual UCASS- Cisco system, UCCCM Voicemail, UM8700 voicemail Call - Worx ACD and UCD,GNAV PRO, UG50. I maintain, service and upgrade systems on a routine basis with regards to SIP trunking and Flow routing. Running daily reports on systems for optimum communication services with minimal downtime at all costs.

I work as a project manager for all new voice and data infrastructure for all of SBH facilities.

I work closely with Telecom Manager for Saint Barnabas Hospital on all new projects.

I work closely with my telecom colleagues to make sure service tickets and emergency calls, are handled appropriately and promptly.

Working closely with all department managers to be proactive in service related outages or upcoming projects. Consulting with them on the main focus on specific departments and their needs.

Learning the new ticket system refer to as Zendesk and sharing the knowledge with colleagues.

Training my SBH colleagues on new IP phones, Soft phones, Call center reporting and management.

Call center related equipment and AV equipment and related software.

On-call 24/7 for SBH and first point of contact for any after hour telecom emergencies with remote access for all facilities.

Taking courses on Indeed to strengthen my professional skills and personal growth at my role to serve all users at SBH and satellite offices throughout the Bronx.

June 2020- February 2022- NEC On-site Senior Engineer, James J. Peters VAMC,

Responsible for service, maintenance and upgrades to two SV 9500 systems SIP protocols.

Installing Cisco Voice Servers in all of our satellite medical offices as part of a migration project.

In charge of all MAC work on SV 9500’s, 8700 Voice Mail and Call Center Worx ACD, Cisco

For hospital and its satellites offices. On call 24x7.

Working with IT department and receiving my tickets from the ticket system and updating all me service work and anything requested directly from my managers.

Working closely with Audio Video department setting up video conferencing and speaker phones.

Working as a Project Manager for all voice and data infrastructure projects throughout the facilities.

March 2020-June 2020- Telecom Technician, Bazon-Cox & Associates

Working closely with Installation Manager on all new installs

Installing Cat 6e and fiber and structured cable for IDF and MDF in client facilities

Testing and troubleshooting all new cable and fiber runs point to point

April 2019 – March 2020- Advanced Service Technician, Global Telecom Supply

Certified on Avaya IP Office – Basic, Preferred, Essential and Server Edition.

Work closely with Installation Manager on all new installs.

Installing voice and data communication circuit and access points and updating the routes to new locations and satellite medical facilities and their employees on inbound calling.

Provided technical assistance and utilized MAC ticket services when required.

Troubleshooting networking issues, as well Audio Video setups/brake

Worked closely with Sales and Engineering teams on all new projects.

Installing Cat 5e, Cat 6, fiber and structured cable for IDF and MDF in client facilities

Nov 2017- April 2019- Onsite Lead Technician, Prosphere-Tek Inc. Contract work

Responsible for service, maintenance and upgrades to three 8500 systems with Fusion, Online 9500 sys.

Responsible for keep of track of new service ticket or Service Now ticketing system

Work closely with Head I.T. for the Brooklyn VA and St. Albans VA hospitals with its many satellite medical offices network together using VOIP, Digital, Voicemail and ACD Call Worx and AV services.

Managing all moves, add and changes throughout the hospital and its facilities. On call 24x7

July 2016- October 2017 – Onsite Lead Technician, Skycom Communications, Contract work

Responsible for service and maintenance of NEC 2400 IMX, 2400IPX and Univerge 8500 systems

Working closely with the Director of Telecom for Jacobi Hospital with its many properties and satellite medical offices networked together providing outstanding customer services.

Managing all moves, add and changes throughout the hospital and its facilities.

On call 24x7 for the hospital and on call one week out every 9 weeks for the company.

Installing Cat 5e, Cat 6, fiber and structured cable for IDF and MDF in client facilities

April 2014 – February 2016 - Installation/Sales, RF Technologies, Contract work

Responsible for sales and service throughout East coast installing and maintaining secure RFID systems.

Working closely with managers and I.T. departments and security of major facilities.

On call 24/7 to service the needs of our client base.

Being the face of Pinpoint division throughout the East coast.

Training managers and staff on usage and response in an alarm and normal situations.

Carry out diverse services involving sales, installation, maintenance and repair of equipment.

in troubleshooting of all equipment in Hospitals, Hotels and Education facilities

April 2013 – April 2014 – Telecom Manager, Doshi Diagnostic Imaging Services

Manager to 24 locations throughout New York City and Long Island regarding Telecommunications with an on call status of 24/7. Project Manager working on all new Telecom Upgrades

Special emphasis on optimizing revenue; cost savings and negotiating contracts.

Working closely with vendors, suppliers and telecom providers.

Manage scheduling of moves, adds, changes regarding PBX maintenance and break/fix issues.

Service to NEC, Nortel, Avaya IP Office, Legacy and all Security equipment.

Involvement in the corporate use of cell phone, laptop, tablet and hot spot.

Responsible maintaining data center network and wiring infrastructure.

May 2006 – April 2013 – Owner, Preferred Telecom & Security

Responsible for entire aspects of running the business including: Sales, written proposals, pricing, customer relations, training, installations, maintenance, servicing and upgrades of all telecommunications.

Responsible for training staff and clients on new technologies and product lines used.

Managed a staff of approximately 10-15 service technicians at any given time.

Holds a NY State Alarm and Burglary License since 2007.

24 hour availability for all clients.

Certified on Avaya, Nortel, NEC & Panasonic and related voicemail systems.

Responsible for coordinating with communication carriers including: Verizon, Windstream & Covad.

Working knowledge on Ademco (Honeywell) & Napco Fire and Burglary product lines.

Project Manager for all new jobs occurring on new home and business installations.

September 2002 – May 2006 – Project Manager, Syncom Networks Inc.

Sales, service and install telephone and data wiring systems and computer networks.

24 hour availability for clients. Training classes for new installations and upgrades.

Responsible as lead technician for testing, maintaining and integrating all aspects of customer’s existing and new installations.

March 2001 – August 2002 – Onsite Lead Technician, Exp@nets Communications.

Installation, maintenance, service and upgrades of all telephone matters concerning a major NYC hospital and its multiple locations.

Weekly backups of PBX, PMS, and ACD voicemail systems, VOIP installations.

On call 24/7 for hospital and once every 5 weeks for Exp@nets.

January 2001- March 2001 I.T. Intern for National Football League

Worked on imaging all NFL computers for the Super Bowl and Pro Bowl

Installed wiring and key system phones in hotel rooms for make shift NFL offices

September 1997 – January 2001 – Remote Engineer, GTE Communications

Certified on NEC and Northern Telecom Systems.

Remote Engineering of nationwide accounts.

Trouble shoot and maintain quality service for PBX, voice and date, TI and ISDN networks, PMS, ACD and voice mail systems.

June 1995 – August 1997 – Customer Service Technician, NEC/BCS East Communications

Survey, install cable and service voice and data wiring systems of NEC’s IMG, MMG and UMG telecommunication equipment as well as Octel and Centigram voice mail system.

Certified on the 2400 ICS and the 2000 IVS Elite 98.

June 1990 – June 1995- Field Technician, Syncom Networks Inc.

Install cabling for voice and data wiring infrastructures as well as trouble shooting issues.

Certified on Avaya Partner phone system

References:

Oscar Mei 917-***-****, ad738z@r.postjobfree.com My IT Supervisor at Bronx VA

Kelly Drayer 347-***-****, ad738z@r.postjobfree.com My Telecom Manager at James J. Peters VAMC

Michael Cammarata 631-***-****, ad738z@r.postjobfree.com My colleagues 25 years.

Vincenzo Ferraro 914-***-****, ad738z@r.postjobfree.com My Operations Director SBH/UCHC

Hands On experience and Certifications

Avaya Partner

Avaya Legend

Avaya IP office

Avaya Arura

NEC 2400

NEC 2000

NEC Elite 98

NEC AD64 Voicemail

NEC 9300

NEC 8500

NEC UM4730 Voicemail

NEC ACD Call worx

NEC GNAV PRO

NEC 9500

NEC UM8700 Voicemail

UCASS-CISCO

CISCO CM

CISCO VOICEMAIL

Nortel Option 11-81C, Norstar

College Attended, No Degree Attained

1.Nassau Community College, attended from September 1982 to May 1983 Business Administration

2.Farmingdale University attended September 1984 to May 1985 Engineering

3.NY Technology attended January 1991 to May of 1991 Telecommunications

Contact this candidate