Frank Hernandez

Frank Hernandez

Work History

Work History
Aug 2008 - Present

Project Manager

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TechnicalProject Manager8/2008 to present

Responsible for managing large telecommunications projects for JP Morgan Chase Bank in the Contact Center arena. IncludingVoIP both Avaya and Cisco. NICE Call Recording, Avaya S8700 PBX, Voicemail Systems, CMS, Genesys T Server CTI solution, Mosaic Dialers as well as the necessary infrastructure to support them.

Presently involved in the FCE project to migrate the services for all of the Lines of Business into strategically located centers throughout the nation to provide optimum use of the resources and services as well as infrastructure. Interacting with all groups within the banks IT department.PMO responsibilities for Project Manager’s Institute and PMP certification training. ITIL management structure.

Oct 2006 - Aug 2008

Project Manager

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Responsible for managing voice and data telecom projects for EDS on the Bank of America/MBNA merger.

Managing resources, maintaining third party vendors and project team organized and on target in order to provide excellent service to Bank of America and MBNA. Responsible for financial reconciliation of all project expenditures. Essential team manager role on scheduling and distributing materials, equipment and work among all team members. Implementation of Cisco Call Manager and Avaya S8700 and G3R Legacy Systems and peripherals to include, Intuity Voicemail, CMS, Genesis CTI, IVRs, NICE and Witness recording equipment for the use in the Bank of America’s Contact Centers throughout the US. Responsible for implementation of DR Recovery Platform for NPC-BAMS section of the Bank of America Card Services in El Paso, TX, Louisville, KY, Richmond, VA and Kansas City, MO. Presently involved in the US-Trust and La Salle Banks Network Consolidation - Bank of America team. PMO responsibilities for Project Manager’s Institute and PMP certification training. ITIL management structure.

Dec 2003 - Oct 2006

Telecommunications Administrator

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·Responsible for Installation, Programming and Maintenance of all company’s Telecommunications Systems and Services Projects.

·Infrastructure design and implementation.

·Telecom Systems to include Avaya G3SI, IP Office, S8710, S8300. 4620 IP, 8400 and 6400 telephones.

·As well as Call Center Applications such asCMS Centrevu System, Definity& Intuity Audix, Modular Messaging, IP Office Mail. Responsible for interfacing with A.T. &T., Bell South, SBC, etc. for proper billing and services. Interfacing with AVAYA and other equipment vendors.

·Interactive Voice Response Unit and also Corporate Offices structured wiring implementation and procurement project.

·Bill analysis and vendor management. Saved the company $ 550,000.00 in wrong billing.

·Project Management, utilizing Microsoft Project, Visio, and Microsoft Office.

Education

Education
1994 - Present

Bachelor in Science

1990 - 1994

Associate in Arts

Miami Dade Community College

Skills

Skills

Sales Engineer-Design Specialist

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Service Manager

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Telecommunications Anal;yst

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Project Management

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Objective

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A highly motivated, results-focused Project Manager with more than 20 years experience in Management, Sales and Contact Center

Services in the Telecommunications industry.Encompasses strong leadership and successful team-building capabilities combined with excellent technical and project related communication, presentation and customer service skills.

Resourceful problem solver and magnificent entrepreneur with proven ability to bring quick resolution to challenging situations as well as building lasting relationships with vendors, clients and teammembers alike.

♦ PBX, Voicemail & peripheral equipment ♦ IVR, CTI, Dialer and Call Recording systems

Voice and Data Infrastructure implementationIT Management and Sales Experience

♦ PMI training and practice for PMP Certification ♦ VoIP and TDM Voice implementation experience

♦ Avaya and Cisco implementation experience♦ Financial Analysis

♦ BICSI RCCD training♦ Lucent Technologies Systemax Structured Wiring Experience.

Extensive travel overseas to Latin America ♦ Technical, Sales and Management Training in Telecom Systems.

Interest

Cross Country Cycling

Fishing

Snorkling and Scuba Diving

Hicking

Salsa Dancing

Restaurants

Movies

Theatre

Traveling

Certifications

Certifications
Sep 2001 - Present

Field Service Manager Certification

Avaya Inc.
Nov 1998 - Dec 1998

Project Manager Certification

Lucent Technologies