DENISE BAILEY
Reynoldsburg, Ohio  43068
 [Send email to request phone number] 63-6550 home     
 [Send email to request phone number] 63-9585 cell
[Send email using form at bottom]


Summary of Qualifications:

Project Manager and telecommunications analyst with demonstrated skills in
administering and supporting call centers, equipment installation, system
upgrades, and troubleshooting complex issues.  Excellent customer service,
organizational, communication and time management skills.

Demonstrated Skills:

  -  Project Management	   - Team Player	- Avaya Definity G3r
  -  Vendor Management     - Multi-Tasking	- Cisco Voip
  -  Disaster Recovery     - Detail Oriented	- Nortel
  -  Budget Conscious	   - Self Motivated	- CMS Supervisor

Employment


CROSSCOM NATIONAL, LLC, DEERFIELD, IL	10/08 – 4/09

Project Manager on-site for Abercrombie & Fitch Home Office
- Manage all new store equipment installations to include Cisco routers,
switches and phones, as well as registers, barcode scanners, printers,
application kiosks and people counter devices
- Coordinate installation of frame circuits and analog lines with LEC
- Supervise technicians to successfully install equipment
- Test connectivity and troubleshoot any device not showing up on network or
improperly configured
- Oversee all new projects and create technical Scope Of Work documents
- Invoice all completed projects

ICC (CONTRACTOR), COLUMBUS, OHIO	2/08 – 10/08

Telecom Analyst on-site at Victorias Secret Distribution
- Administer Defnity G3r with Intuity Audix, and an i3 ePowerCenter call center
system
- Assist in supporting and administering all Limited Brands call centers,
including holiday changes
- Disconnect 43 payphones, re-jack and replace with house phones for an annual
savings of $41,419
- Perform moves, adds, and changes for 2 Distribution Centers (Bath & Body
Works/Victoria’s Secret)
- System cleanup to remove over 2500 unused stations, mailboxes and auto
attendants

IQ TELCOM, HARTFORD, CONNECTICUT	10/07 – 1/08

Project Manager (Contractor)
- Managed equipment and infrastructure upgrades, and performed audits for major
companies
- Ordered circuits and copper lines, and coordinated the installation, pricing,
and long distance
- Served as liaison between carriers and Telecommunications Managers

OMNICARE, INC, DUBLIN, OHIO	9/06 – 10/07

Voice Engineer
- Administered Nortel Option 11c pbx with Meridian voicemail and performed
moves, adds, changes
- Traveled to nationwide pharmacies to coordinate system upgrades and
replacements
- Ported 150 copper lines to new PRI for annual savings of $48,000
- Audited wireless devices for an annual savings of $12,700
- Managed vendor to audit and optimize telephony at all sites for savings of
$4,000,000 annually
- Ordered and managed services using AT&T Business Direct, AT&T Route-It
applications

NATIONWIDE INSURANCE/GATES MCDONALD COLUMBUS, OHIO	3/00 – 9/06

Senior Telecommunications Analyst
- Lead project that saved $504,230 on wireless devices in 2006
- Analyzed phone invoices and realized a savings of $140,286 for unnecessary
charges in 2005
- Catastrophe Wireless  Project Coordinator during hurricanes and other national
catastrophes
- Managed wireless carriers to ensure quality service, order fulfillment, and
timely resolution of outstanding problems
- Administered porting, setting up, training, and troubleshooting wireless
devices
- Managed Definity G3si Multivantage 1.3 PBX, Intuity 5.1, CMS v11, and Call
Accounting systems
- Converted T1 circuits to ISDN PRI
- Administered and completed projects for multiple call centers
- Moved telecom for 700 people and several call centers from Hilliard to
Downtown Columbus 
- Supported remote Merlin, Partner and Definity systems using Avaya Site
Administrator and WinSPM
- Saved $84,000 annually on unnecessary maintenance invoice charges
- Created a telecommunications disaster recovery plan and system backup
procedures
- Performed cross-connects for moves, adds and changes
- Coordinated changes with local and long distance carriers, which included
toll-free services

VICTORIA’S SECRET CATALOG, COLUMBUS, OHIO	2/99 – 3/00

Desktop Analyst
- Resolved hardware, software, wiring and network issues
- Installed and supported applications including MS Outlook and Attachmate
- Repaired and maintained printers, including HP 4000, 5000 and 8000 series
- Upgraded hardware components and ghosted PC’s using Ghost Multicast 7.5

MOUNT CARMEL HEALTH, COLUMBUS, OHIO	9/85 – 2/99

Help Desk Analyst
- Administered Novell servers and MS Exchange email accounts 
- Controlled security and implemented menus for the clinical and financial
systems
- Resolved unscheduled system downtime by working closely with Systems Analysts
- Supported Definity G3r pbx and Intuity Audix voicemail
- Saved $186,000 annually on local and long distance charges
- Also held positions as Documentation Specialist and Administrative Assistant

Education & Conferences

- 2007 Member of AT&T Business Direct website
- 2004 Member of Central Ohio Definity Users Group (CODUG)
- 2004 Nationwide Insurance Voice Conference, Scottsdale, AZ
- 2003 Telecommunications mentoring, Tampa, FL
- 2001 NT Workstation Core Technologies, Columbus, OH 
- 2001 A+ Class, Columbus, OH
- 2000 Peregrine Help Desk Software training, San Diego, CA
- 1992 Annual Customer Service Seminar, San Francisco, CA
- 1986 Attended OSU for 1 year, Columbus, OH
- Graduate of Westerville South High School, Westerville, OH

Awards & Recognition

- Recognition and bonus for successfully moving Gates McDonald to new downtown
location
- Recognition and bonus for moving Talx from Gates McDonald to their pbx and
voicemail systems
- 2 awards for outstanding customer service at Nationwide Insurance
- 3 awards for outstanding customer service at Gates McDonald
- Promoted to Senior Telecommunications Analyst from Desktop Analyst at Gates
McDonald
- Promoted from Administrative Assistant to Documentation Specialist at Mount
Carmel Health