Terrie Cunningham is a results-driven, accomplished management professional with proven abilities in strategic planning,...
TERRIE CUNNINGHAM Jacksonville, FL 32256 386.760.0830
[email protected]
TELECOMMUNICATIONS MANAGER Results-driven, accomplished management professional with proven abilities in strategic planning, managing projects, improving operational efficiency, and team building to determine and implement effective processes for the telecommunications operations of an organization. Demonstrated background in Customer Relations Management (CRM) operations and collaboration applications, as well as in gathering user requirements, testing, creating user documentation, operating systems, and implementing cost-efficient programs. Recognized leader capable of training, developing, and motivating team members to meet and exceed organizational and individual goals. Excellent interpersonal skills used in interacting and building strong partnerships with associates, senior leaders, vendors, and clients.
AREAS
Operations Management Client/Vendor Relations Training & Development
OF
STRENGTH
Telecommunications Negotiations Process Improvement
Project/Program Management Team Leadership Budgeting & Cost Control
PROFESSIONAL EXPERIENCE Auditmacs, Jacksonville, FL 2009 – Present Systems Operations & Sustainment Manager/TEM SME Lead and manage a team to execute SOWs and implement TEM software, including hierarchy, GL codes, cost centers, contract adherence, budgets, expense imports, expense entry, allocations, circuit/BTN, USOC, contract elements, AP feeds, reporting, ROI, and training for wireline/wireless vendor portals. Supported help desk ticketing, SLAs, project management, sales, marketing, product management, client agreements, finance, time, expense, invoicing, QuickBooks integration, and Outlook integration by implementing ConnectWise PSA software. Accomplishments: Consulted clients in auditing, gap analysis, strategic planning, training, RFP/RFQ administration, automation enhancement, optimization, vendor management, contract interpretation/analysis/management, software, best practice planning, policy/process development, wireless management, network services assessments, VoIP research/implementation, inventory, and asset management with over 2 million dollars in ROI savings. Developed and Implemented network security, DR, policies/procedures for email/computer usage, and voice, equipment, and HR documentation. International Speedway Corporation, Daytona Beach, FL 2004 – 2009 Collaborations Applications Manager, 2008-2009 Led a team in executing and releasing solutions aligned to collaboration strategies and tools, including email, calendar/address book, OCS, cellular phones, Sharepoint 2007 (MOSS), web conferencing, net meeting, Live Meeting, Tandberg, Avaya AES, Avaya CM, Avaya OneX, and project management software. Supported an increase in tier-1 first call resolutions and tier-2/tier-3 operations. Established service level agreements with collaboration systems users and vendor. Conferred with end-users and management to define business requirements for the collaboration tool integration project. Accomplishments: Assisted in the strategic and operational planning and policy development on the organizational direction of application and collaboration technologies. Helped evaluate and select new technologies and tools as required. Provided input into enterprise architecture to ensure that business requirements met. Managed upgrade and migration of portal sites from Sharepoint 2003 to Sharepoint 2007. Oversaw redesign of current portal to meet business needs. Telecommunications Manager, 2004-2008 Developed and maintained documentation monitoring, repair, backup retention, preventative maintenance, inventory, security, mobile phones, and telecommunication policies and procedures. Managed, monitored, maintained, upgraded, repaired and secured all company and Nortel business telecommunications hardware and software for 25 locations. Oversaw and designed new installations, and capital Improvement projects. Managed and implemented TEM software and billing analysis procedures. Supervised, trained, and developed a team of 3 telecom specialists. Terrie Cunningham, Page 2
PROFESSIONAL EXPERIENCE CONTINUED Telecommunications Manager, 2004-2008 Evaluated voice and data telecom partners, providing management with recommendations based on cost, quality and service criteria. Produced detailed cost analysis, ROI, and evaluations for all telecommunication projects. Handled vendor and contract management. Provided 24-hour support for call center. Design, implementation, project management, troubleshooting all infrastructure (CAT3, CAT5, CAT6, SM Fiber, MM Fiber) complete infrastructure updates for infield at Daytona International Speedway, Michigan Speedway, Ontario, Phoenix and Richmond Speedways. These projects included switches/routers/hubs and were on time and on or under budget. Accomplishments: Designed and implemented Avaya upgrade to Communication Manager 4.0 and Message Manager (MAS/MSS). Maxxim Medical, Inc., Clearwater, FL 2000 – 2004 Telecommunications Manager Planned, designed, and managed Oracle CRM project. Partnered with Oracle CRM solution and implementation partner for project planning. Gathered user requirements for SFA, call center, help desk, commissions, and configurator. Manage global telecom operations with a $2M+ budget for voice, data, mobile, paging, conferencing, and hardware in 16 global sites. Proposed and Implemented switch upgrade strategy, standardizing Avaya Prologix, BCMS VU, and Intuity Velocity. Evaluated voice and data telecom partners, providing management with recommendations based on cost, quality and service criteria. Created, managed, and implemented TEM database and billing analysis procedures. Established and documented policies for telecommunication, including mobile, voice mail, calling cards, and receptionists. Provided 24- hour support for call center. Accomplishments: Saved organization $1.2M by renegotiating WorldCom contracts. Switch upgrade projects finished on time and under budget
EDUCATION & CREDENTIALS Business, Hammel College 1986 ▪ GPA 4.0 Avaya: Interactive Response Hardware/Software; VoIP for Avaya Interactive Response Speech Recognition Technologies for IVR Solutions; Text-to-speech for IVR Solutions VoiceXML for IVR Solutions Avaya University: Implementing Avaya Interactive Response 2004 Oracle University: 11i Implement CRM Foundation; 11i Use & Administer CRM Foundation; 11i Implement Customer Support; 11i Use and Administer Customer Support; 11i Use & Implement Installed Base; 11i Use and Administer TeleSales 2002 Project Management, Lucent Meeting Business Objectives Through Technology Planning, Lucent 1999 Definity Audix System Administration, Lucent, 1996 Telecommunications Manager Certification, University of Denver Understanding Network Protocols 1999 Telecommunication Fundamentals 1998 Network Fundamentals/Global Knowledge Certificate Hands on Routers, Switch, & Hubs/Global Knowledge 1999 AT&T: Definity G3 V4 Administration 1995; Definity G3 Vector Design 1996; Definity G1 & G3 BCMS 1996; Definity G1 & G3 ACD 1996; World Class Routing 1996 Equipment/Software: Sharepoint WSS, Sharepoint MOSS, Web Tone Event Tracker, Interaction Intelegence I3, Siemens, Avaya Technologies G3si, G3I, G1, CM4, S8700, S8500, System 75, Prologix, Partner II, Merlin Legend, Audix Voice Power, Definity Audix, Intuity Audix, Intuity Velocity, Intuity LX, Message Manager, EC500, CMS, IVR, OA, NICE, Spectrum, ASA, DSA, Terranova, BCMS, BCMS VU; Nortel Merridian Norstar, Star Talk VM; Nortel Option 11C, 51c, 61c, 81c, Merridian Mail, PhoneMaster; Mitel SX200 Analog Switch, Replay Plus VM; Alltel SBCS, , Omintonics Buffer Boxes, Wincall Call Accounting, Cisco Routers, Paradyne Frame Savers, Paradyne 3160, HP Internet Advisor. Microsoft Office Suite (advanced), Lotus Smart Suite, PcAnywhere, Telecom Carriers Portals/Software, System Administration (ConnectWise &WinBill)
