Director of Operations

• Dec 2018 - Present

Project Manager

• Mar 2016 - Present

Technology Project Manager

• Oct 2013 - Mar 2016

Assure the smooth implementation of voice and data system projects including LEC Cutovers, NCOs, acquisitions, expansions/renovations, PBX migrations, call accounting and itinerary installations, closing centers, training, and circuit ordering.♦ Facilitate IT and Telecom implementations of new products or services throughout the entire project lifecycle including project initiation/proposals, project support and delivery, stakeholder management, post implementation review, and oversight of upgrades of existing systems or infrastructure.♦ Recommend and coordinate modifications to new and existing telecommunications, data systems, and cable plant. Work with vendors to ensure processes are being followed. ♦ Provide project related technical support for voice and data networks and collaborate on training materials for field team members.♦ Conduct monthly training sessions for new centers focused on IT and Telecoms systems.

Senior Client Service Representative

• Sep 2007 - Oct 2013

Hired as Client Service Representative in 2007 and rapidly promoted to this senior position. Maintained daily operational standards through staff management and client support.♦ Developed local marketing strategies to maintain center occupancy and fulfill client needs as they transitioned in and out of the center.♦ Provided excellent client support including clerical work, coordination and scheduling of meetings, maintaining databases, and handling calls.♦ Trained new staff members and support teams in Buffalo and Rochester.♦ Ensured the center’s aging and collections standards were current and compliant with all regulations.

Intern

• Sep 2005 - May 2007

Organized and coordinated college wide open house programs. Tasks included developing and maintaining databases, coordinating faculty and organizing student volunteers.

Student Worker/Tour Guide

• Sep 2004 - May 2007

Tasks included customer service, telephone answering, student guided tours, and general office work.