Download PDF


I have a unique perspective of having been as both a customer and service provider.I have 17 years of experience in the telecommunications industry including 4 years of management experience. I am a highly motivated and dedicated individual who has a strong desire to use my talents to the advantage of a new employer. I am looking forward to putting my knowledge of both sides of the telecommunications industry to work for a new employer.

Work experience

Jul 2005Apr 2009

Regional Operations Manager

Northland Communications

As the Regional Operations Manager, I was responsible for the day to day operations of the Key and PBX departments. On average, 10 employees reported to me.I collaborated on a number of internal projects including one to reorganize the Dispatch Department. I was also a member of Northland’s “Frontline Team.” We were responsible for driving sales and achieving process improvements throughout the company. We formulated a plan for each quarter and established tasks for each member or groups of members to perform. We achieved a great deal of success in improving internal communications. We were also integral in the successful launch of a new product. In addition to my management duties I performed technical support for our technicians and customers.

Tasks involved:

·Writing and modifying policies and procedures – I established best practices and testing procedures for installations and cutovers as well as drafting standard operating procedures for the department

·Scheduling technicians for installations.I also scheduled them for any work that needed to be performed outside of regular business hours

·Staff Development – While I was the Operations Manager, we brought on three new technicians, transitioned one from the Key to the PBX department, and trained a number of technicians on the installation and maintenance of our facility services

·Work review – I was responsible for reviewing all trouble tickets and work orders

·Monitoring and reconciling timesheets

·Resolving billing issues

·Managing customer complaints

·Monitoring and reconciling expenses

·Handling all personnel issues as they arose, i.e. commendations, reprimands, annual reviews and hiring and firing

Jan 2004Jul 2005

Field Applications Engineer

Northland Communications

My primary function was to work on high end Nortel applications including Contact Center (Symposium), Telephony Manager (OTM), and CallPilot.My duties also included:

  • On-site support for a 150+ seat call center.This included everything from basic moves, adds, and, changes to creating Crystal Reports for use in the call centers.I also organized and completed numerous upgrades
  • Design and implementation of call centers including two credit unions, a medical facility, and the North American headquarters for another Northland customer
  • Installation and commissioning of CallPilot
  • Installation and commissioning on Optivity Telephony Manager (OTM)
  • Technical support
May 1996Jan 2004

Technical Support Specialist

My position as Technical Support Specialist was almost entirely customer facing.  I did some internal training, but was mainly focused on creating a positive experience for our customers.  My responsibilities included:

  • Installation and networking of Nortel's Optivity Telephony Manager (OTM) throughout the Northeast.
  • Software Design and Implementation of new telephone systems
  • Software design and implementation of system upgrades
  • Technical support for internal and external customers
  • End-User Training
  • In-House technical training
Mar 1992May 1996

Telecommunications Analyst

Value Behavioral Health

I was the lead telecommunications technician for three offices, including, Troy, New York City, and Boston.My tasks included:

  • Analysis of short and long term telecommunications needs within the company’s Northeast region
  • Creating call flows and reports for on-site call center including a 24 hour suicide hotline
  • Assisted other regions in implementing call centers
  • Day-to-day maintenance of three telephone systems within the Northeast region
  • Planning and executing implementations, expansions and moves within the region
  • Assisting other regions to plan expansions and new implementations of telephone systems including a large office reconstruction and relocation in the Mid-Atlantic Region
  • Assisting in the ongoing development of a disaster recovery plan
  • Training management and staff
  • Assisted various departments in meeting and exceeding quality standards
  • Maintenance of connectivity to two mainframe computer systems
Sep 1990Mar 1992

Long-term Substitute Teacher

Gowanda Central School District

I held three long term assignments in Remedial Writing, Special Education, and Social Studies.  I also advised the student newspaper and coached junior varsity softball.


Bachelor of Arts

SUNY Fredonia


Nortel Certified Support Specialist