Experience

Moses Taylor Hospital

• Hospitals and Health Care
• 200 - 300 Employee

• Telecommunications Manager

  • Sep 2016 - Present



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technology Consultant III

  • 2006 - Apr 2016

  Maintain global telecommunications technology throughout the Kraft Foods and Mondelez International organizations with responsibility for the upkeep of company-wide phone and voice systems to ensure consistent business functionality across the organization. Responsible for managing 9 employees on a daily basis to ensure all client Incident and Service Requests are completed within set SLA’s. Responsible for ensuring after hours on-call high severity issues are responded to within the set time frame and resolved.  Relay issue and resolution to the Network Delivery Manager for HPE and the client (Kraft Foods Int’l. and Mondelez Int’l).  Daily, review each ticket to ensure updates are completed and working towards resolution.  Perform programming, design, alarm monitoring, and interfacing with contractors.  Interfaced with customers involving call center vector design through open dialogue, creating scripts and daily communication.  Manage all behind-the scenes modifications to the telecomm system and provide client training in support of customer service, sales and logistics sites including warehouses, bakeries, mixing centers and headquarters.  Successfully meet deadlines and goals warranted by the company’s service level agreements.  Effectively communicate with all customers to ensure satisfaction in service and expectations, dedicated to thorough follow-up and concise communication in a team environment.  Responsible for the company-wide communication infrastructure Show less



Kraft Foods Inc.

• Wilkes-Barre, PA

• Telecomm Technician

  • 2006 - 2006

  Maintain local telecommunications technology for Kraft Foods in the Wilks-Barre facility with responsibility for the upkeep of phone and voice systems to ensure consistent business functionality throughout the facility. Managed all facility telecomm moves, additions and changes to the telecomm system Provided client training and problem resolution. Utilized strong organization skills to handle multiple tasks at one time. Maintained financial budget information for facility manager regarding communication expenses. Knowledge of the C-cure system which provides building access codes and badging for the Kraft facility. Provided on-call support and acted as an integral part of the disaster recovery team. Maintained the eCas system for call accounting with daily updates and monthly reporting. Show less



Altria Corporate Services

• Wilkes-Barre, PA

• Telecom Technician

  • 2001 - 2006

  Responsible for the company-wide communication infrastructure including programming, design, alarm monitoring and interfacing with contractors. Accountable for inventory management of all items needed to maintain the company’s telecomm system. Internally processed and managed invoices generated from external voice communication systems. Interfaced with customers involving call center vector design through open dialogue, creating scripts and daily communication. Responsible for compiling all charges for the company’s telecomm system. Coordinated facility First Aid classes and ensured all qualifications were met for departmental certifications. Show less



Nabisco

• Consumer Goods
• 700 & Above Employee

• Telecomm Technician

  • 1995 - 2001

  Telecomm Technician: Integral role in the conversion from the Rolm telecomm system to Avaya. Performed installation, communicated with Rolm and Avaya contractors, set up 4-digit dialing and executed troubleshooting functions. With the new Avaya system, I continued to maintain local telecommunications technology for the facility with responsibility for the upkeep of phone and voice systems to ensure consistent business functionality throughout the facility. Managed all facility telecomm moves, additions and changes to the telecomm system  Provided client training and problem resolution. Utilized strong organization skills to handle multiple tasks at one time. Maintained financial budget information for facility manager regarding communication expenses.  Provided on-call support and acted as an integral part of the disaster recovery team.  Maintained the eCas system for call accounting with daily updates and monthly reporting. Show less



Nabisco Inc.

• WIlkes Barre, PA

• File Clerk / Secretary to Facilities Manager

  • 1977 - 1995

  File Clerk: Responsible for filing Standard Brand product orders, operating main switchboard and routing incoming customer service calls. Promoted to Secretary for Facilities Manager: Handled all correspondence, answered all incoming calls, scheduled all internal and external meetings, arranged for rental cars and hotel accommodations. Submitted worker’s compensation claims for Human Resources, handled the purchase of office supplies for the department. Also, other duties such as faxing and receiving of deliveries. Show less