EXECUTIVE SUMMARY

Project Manager with 17 years experience working with developing and expanding c
ompanies and call centers. Key emphasis infrastructure management, product deplo
yment, system upgrades, telecommunications cutovers and installations, vendor ma
nagement and program management.
* PMP(R), Certified Project Management Professional
* Product lifecycle management, development & deployment
* Account management, residential, business & government
* Call Center Management and Training
* Technical writing/ methods and procedures documentation
* Project documentation: charting, risk analysis, budget tracking,
* Software upgrade releases, user acceptance & regression testing
* Relationship management with professional partners
PROFESSIONAL EXPERIENCE
IDT AMERICA CORP., Newark, NJ 12/2002-6/2010
Operations Manager/Provisioning Manager, Domestic Telecommunications Services Hi
red as a consultant in 2002 to develop business and functional system requiremen
ts to offer local telephone service nationally. Hired permanently in 2004. Proje
ct managed infrastructure upgrades to sell and support Bundled Services, Local,
Long Distance, International Calling, Satellite TV and DSL. Managed call center
training, provisioning, billing and repair processes. Advised on vendor select
ions. Created partnerships with Clearinghouse vendor, ILECs, voicemail platform
provider, billing analysis provider, and various other external interfaces to co
mplete IDT's Local Service offering. Managed contracts with vendors and approved
invoices. Created and delivered training materials for call centers. Managed I
DT's Triple Play product deployment. Product managed all local and long distance
services and ancillary products. (voice mail, calling cards, toll free services
etc..)
Ci, INCORPORATED, Morristown, NJ 2/2002 -7/2002

Client Operations Manager Developed business requirements and skill sets for tec
hnical help desk /support team in pharmaceutical sales . Managed implementation
of multiple high profile accounts. Hired and trained technicians and mangers. Pr
oject managed hardware and software rollout for clients converting to new PCs fr
om Lotus Notes to Outlook, customized Siebel, Gelco and proprietary software. De
veloped escalation procedures, documented training and scripting materials, merg
ed help desk and call center operations to efficiently share resources across ot
her major clients.
BROADSTREET COMMUNICATIONS INC., Southpointe, PA 12/2001-1/2002

Service Delivery Manager Project managed all installations and cutovers. Traine
d agents on voice-messaging, telephone and data services, LSR order entry. Manag
ed release of a proprietary order entry system. Coordinated business procedures
with multiple transaction vendors to facilitate external interfaces (CARE, E911,
Directory Listing orders, LIDB) Managed business accounts after point of sale.

BROADSLATE NETWORKS, Charlottesville, VA 3/2001-12/2001

Service Delivery Manager Project managed all installations and cutovers. Coordin
ated support strategies for facilities based provider of broadband connections a
nd private networking solutions for small to mid sized businesses. Prepared oper
ational methods and procedures to support voice and data products. Recruited and
trained provisioning and technical support agents. Managed quality assurance, o
rder entry and billing.
PROFESSIONAL EXPERIENCE continued
ADELPHIA BUSINESS SOLUTIONS ( A.K.A Hyperion Telecommunications)
Customer Care Manager Chesapeake, VA 6/1999-3/2001
Responsible for all post sale business and government accounts, resale and facil
ities based. Hired, trained and managed quality assurance for team of LSR/ASR p
rovisioners/customer care agents and communications consultants. Implemented ef
ficiency models to balance all customer needs with minimal resources. Project ma
naged large scale cutovers, moves and off -net to on -net conversions. Partnered
with sales team to ensure order accuracy. Assisted with sales proposals and ge
nerated leads for sales funnel.
Customer Care/ Provisioning Trainer Coudersport, PA 2/1997-6/1999
Collaborated to write the customer care and provisioning methods and procedures
manual with order entry instruction, basic telecommunications infrastructure and
product descriptions. Developed order entry forms for sales agents. Trained tea
ms from each new Adelphia system. Produced and implemented video training progra
m to efficiently deliver uniform software and soft skills to all local offices.
Managed customer care help desk supporting field offices.
DIALAMERICA MARKETING Buffalo, NY 9/1993-12/1996
Training Supervisor
Worked as sales associate in out-bound sales of magazine renewals. Promoted to t
rainer from sales associate, delivered initial training for new associates, eval
uated performance and recommended for advancement to permanent sales teams. Man
aged sales conversions on publisher campaigns, performed quality assessments on
all new hires.
EDUCATION and CERTIFICATION
STATE UNIVERSITY OF NEW YORK AT BUFFALO, Buffalo, NY 1995
Legal Studies (Social Sciences Interdisciplinary), Bachelors of Arts Degree
Masters level study:
CENTENARY COLLEGE, Hackettstown, NJ Organizational Development (6 week study)
2004
UNIVERSITY OF CONNECTICUT, Storrs, CT Labor Relations and the Law (12 week st
udy) 2005
PROJECT MANAGEMENT INSTITUTE , Project Management Professional Certification PM
P (R)
Software and Programs Knowledge
Microsoft Office Suite, (Word, Excel, Outlook) Access, MS Project, Peachtree Bi
lling software, Brio Reporting, Lotus Notes, Several Graphic User Interfaces a
nd Virtual Front Offices from various vendors and Trading Partners, Concur (Gel
co) Expense Management, Remedy Action Request System and various proprietary gr
aphic user interface systems, and virtual front offices designed for LSR and ASR
order entry, internal sales and customer service support.