Network Systems Manager Resume Sample

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MANAGER: NETWORK SYSTEMS / CARRIER SERVICES
ARCHITECT: VOICE DATA NETWORKS / CONTACT CENTER

20-year veteran of the telecommunications sector, with a proven track record for delivering projects to specification and deadline. Acknowledged for capacity to mediate conflict, build consensus despite differing agendas, and manage multi-disciplined work teams efficiently. Recognized expertise in steering complete project lifecycles from concept and design, through documentation, testing, implementation and training phases. Characterized as a participative leader, superior trouble-shooter, and persuasive communicator with a keen customer service focus, and a genuine commitment to continuous improvement.
 
Professional strengths include:
  • Helpdesk and Data Network Management
  • Team Leadership
  • Training and Support Planning
  • Project Management
  • Advanced Technical Troubleshooting
  • Telecommunication Solutions
  • Avay Contact Center Implementations
  • Telecommunication Protocols
  • Process Reengineering
  • Network Design and Configurations
  • Consensus Building/Conflict Resolution
  • Unified Messaging Integrations
  • Customer Relationship Management
  • Change Management
  • Vendor Relations
  • Installations and Rollouts
  • Customer Service
  • Acquisitions and Integrations
 
Technology Snapshot
 
Unified Messaging • Visible Voice • Avaya Multivantage • Lotus Notes • Checkpoint Firewall • Routing & VOIP • Email/Desktop Faxing • Cisco Device Interconnection • Microwave Links • Network Configurations over ATM Link
 
Benchmarks & Milestones
  • Featured subject in October 2003 edition of Telcall Magazine recounting experiences and challenges in creating a contact center from a greenfield situation.
  • Formally commended by the Managing Director, Chief Information Officer and Contact Center Manager for driving the seamless migration of a 100-seat contact center complete with 500 administrative staff from Melbourne to Hawthorn. Coordinated purchase build, test and cutover of carrier services without a single customer lost. Results were immediate with 80% of calls answered within 20-seconds on day one.
Employment Summary
 
BUPA AUSTRALIA HEALTH, Melbourne 2003–Present
Network Systems Manager
 
AXA AUSTRALIA, Melbourne 2000–2002
Voice Network Engineer
 
SWINBURNE UNIVERSITY, Melbourne 1998–2000
Telephone Technician
 
CCS COMMUNICATIONS, Melbourne 1996–1998
Telephone Technician
 
TC BUILDING SERVICES, Melbourne 1995–1996
Project Coordinator
 
PRIOR EXPERIENCE
  • Abundance Bakery Café, Proprietor (1993–1995)
  • Tourism Tasmania, Project Consultant (1992–1993)
  • Targa Tasmania, Assistant Manager (1992)
  • Telephone Technician (1990–1991)
  • Motorcycle Rider’s Association, Treasurer (1988–1989)
  • TAB, Telecommunications Technician (1987)
  • Standard Telephones and Cables, Telecommunications Technician (1984–1985)
  • New Zealand Post Office, Apprentice Linesman/Telecommunications Technician

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