Manager Network Systems

Devin Saunders
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

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:
Ÿ Helpdesk and Data Network Management
Ÿ Team Leadership
Ÿ Training and Support Planning
Ÿ Project Management
Ÿ Advanced Technical Troubleshooting
Ÿ Telecommunication Solutions
Ÿ Avay Contact Center Implementations
Ÿ Telecommunication Protocols
Ÿ Process Reengineering
Ÿ Network Design and Configurations
Ÿ Consensus Building/Conflict Resolution
Ÿ Unified Messaging Integrations
Ÿ Customer Relationship Management
Ÿ Change Management
Ÿ Vendor Relations
Ÿ Installations and Rollouts
Ÿ Customer Service
Ÿ 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
Ÿ Abundance Bakery Café, Proprietor (1993–1995)
Ÿ Tourism Tasmania, Project Consultant (1992–1993)
Ÿ Targa Tasmania, Assistant Manager (1992)
Ÿ Telephone Technician (1990–1991)
Ÿ Motorcycle Rider’s Association, Treasurer (1988–1989)

Ÿ TAB, Telecommunications Technician (1987)
Ÿ Standard Telephones and Cables, Telecommunications Technician (1984–1985)
Ÿ New Zealand Post Office, Apprentice Linesman/Telecommunications Technician

Experience Narrative

BUPA AUSTRALIA HEALTH, Melbourne
2003–Present
Network Systems Manager

The purchase of HBA by AXA in August 2002, prompted unprecedented change for BUPA’s technology desktop and call center infrastructure that had remained stagnant for 8-years.
With an “impossible” deadline of just 12-months to relocate to new premises, select new networks and contact systems, and steer the complete project lifecycle from design through tenders and final cutover, the challenges were significant.
Declining staff morale prompted through fear of cultural change and the need to deal with antiquated and failing systems daily, further complicated the project—as did the tight purchasing budget and pressure to integrate data seamlessly from old to new platforms with zero tolerance for lost records.
The project, delivered successfully to deadline and budget, was immediately distinguished through measurable benefits to both productivity and customer service—with 80% of calls answered within 20 seconds on the first day of the relocation. A post-implementation review revealed fewer problems for the agents and increased visibility of the call center’s performance.
Personal contributions/highlights
· Negotiated “best of breed” technologies at an affordable price during a series of tough vendor negotiations. Evaluated four vendors and entire product ranges in just 4-weeks, opting to purchase Avaya.
· Collaborated in the development of an RFP with a specialist contract center consultant. Defined business needs and detailed project constraints.
· Recruited two helpdesk staff, two engineers, and an administrative professional.
· Fast-tracked employee communications by ensuring transparency through regular progress updates. Set expectations for staff to aim towards a smooth transition.
· As first point of contact for the project, met weekly with vendors, conducted site visits and communicated daily with technicians facilitating the change.
· Identified critical need for a service desk system. Devised solution using voicemail IVR to “front end” the helpdesk and employed helpdesk consultant to establish incident call logging via an SQL database.
· Commissioned study to evaluate the capability of the WAN to carry voice calls from the contact center in Melbourne to a claims team in Adelaide, established to cope with the expected influx of calls following a high-profile company dispute with a major South Australian private hospital network. In just 3-weeks the claim team became operational with a solid grade of service and call reporting that averted potential damage of reputation for BUPA.
· Delivered RFP that recommended a replacement strategy for the branch telecommunications network expected to enhance functionality and reduce costs.

AXA AUSTRALIA, Melbourne
2000–2002
Voice Network Engineer
Successfully implemented AXA Australia’s call center platforms in Brisbane and Melbourne with no outages, or loss of services to the customer base. Spearheaded an innovative “hardware replacement program” across the company’s national network.

SWINBURNE UNIVERSITY, Melbourne
1998–2000
Telephone Technician
Hands-on technical and leadership role overseeing the Ericsson telephone network of 5000 units across 6 campus switches. Planned and implemented new works, rectified faults, established strong alliances with vendors, managed workloads and priorities, and supervised contract labor in an unsettled environment during unprecedented organizational change prompted via a University merger.
· Gained a reputation as a problem-solver; diffused potentially volatile situations by directing prompt works and appeasing disgruntled end-users.
· Configured the network over an ATM link using Cisco switches and microwave links. (VOIP)

CCS COMMUNICATIONS, Melbourne
1996–1998
Telephone Technician
Serviced major clients including ICI, DSTO, and the Western General Hospital. Trained thoroughly in modern communications products, protocols, and applications. Troubleshot, diagnosed, repaired, maintained and installed equipment. Minimized downtime and client inconvenience through responsive customer-oriented communications approach.

TC BUILDING SERVICES, Melbourne
1995–1996
Project Coordinator
Installed workstations and commercial interiors. Optimized workflows and fielded all communications from tradespersons and clients. Oversaw cable management and pre-configuration projects.

PRIOR EXPERIENCE
· Abundance Bakery Café, Proprietor (1993–1995). Launched new business and grew to profitability in conjunction with business partner. Envisioned as a short-term profit venture, forecasts were realised with high-curve business growth and quick sale. Managed full business operations—marketing, advertising, administration, finances, and customer service. Identified target market, re-designed décor, coordinated menus, and effectively managed costs.
· Tourism Tasmania, Project Consultant–Special Events (1992–1993). Coordinated, planned and implemented special events. Represented the division at the Australian Tourism Exchange to promote and market Tasmania to the tourism industry.
· Targa Tasmania, Assistant Manager (1992)
· Telephone Technician (1990–1991)
· Motorcycle Rider’s Association, Treasurer (1988–1989)
· TAB Telephone Betting Complex, Telecommunications Technician (1987)
· Standard Telephones and Cables, Telecommunications Technician (1984–1985)
· New Zealand Post Office, Apprentice Linesman/Telecommunications Technician

Education | Credentials

Cisco Certified Network Administrator
Austel General Premises Cabling License
Northern Metropolitan College of TAFE
Qualified Telecommunications Technician
Trade Certificate, New Zealand
Hundreds of hours devoted to ongoing professional development via conferences, workshops, information sessions, and formal training. Highlights include:

Presenting Effectively, Advanced Negotiation Skills, The Emotionally Intelligent Leader, Project Management Masterclass, Best Practice in Project Management, Seagate Crystal Reports Design, Panasonic Key System Installations, Copper Network Cat 5 Installation Techniques, AT & T products and applications, and more.
PRWRA
Gayle M. Howard -getinterviews@topmargin.com - Top Margin - http://www.topmargin.com