Dee Long Email & Phone Number

Austin

Supervise/manage all Engineers, Project Managers and Support Staff Oversee all projects from cabling/phone system installations/multi-location connectivity (MPLS) and carrier transitions Oversee all IT/Telephony and carrier transitions Responsible for positive outcome of all projects (telephony and IT managed services accounts). Implemented new Customer Relationship Management software, first Tigerpaw and then Connectwise.Tier 2 and Tier 3 support

Supervise/manage all Engineers, Project Managers and Support StaffOversee all projects from cabling/phone system installations/multi-location connectivity (MPLS) and carrier transitionsOversee all IT/Telephony and carrier transitionsResponsible for positive outcome of all projects (telephony and IT managed services accounts).Implemented new Customer Relationship Management software, first Connectwise. 7/2007 thru 2/2009 (Senior Project Manager/backup Ops Mgr)Oversaw all projects from cabling/phone system installations/multi-location connectivity (MPLS) and carrier transitionsManage all projects from point of sale to final implementationDesign phone systems/including ACD and call reportingImplemented new Customer Relationship Management software

Oversaw all projects from cabling/phone system installations/multi-location connectivity (MPLS) and carrier transitions Manage all projects from point of sale to final implementation Design phone systems/including ACD and call reporting Implemented new Customer Relationship Management software

Provided second and third level customer support.Prepared new locations for data and voice installations.Implemented network and VPN deployment for over 40 new startup locations in 10 states.Promoted an additional 40 plus field locations to active directory infrastructure.

Provided second and third level customer support. Prepared new locations for data and voice installations. Implemented network and VPN deployment for over 40 new startup locations in 10 states. Promoted an additional 40 plus field locations to active directory infrastructure.

Successfully implemented process to consolidate all local and long distance services for over 100 locations to one provider. Developed and managed all telecommunications and data implementation for existing and new facilities Worked closely with Telco hardware and service providers ordering lines and services (data and voice) and troubleshooting outages. Organized and performed local and remote training sessions for software conversions Scheduled Facilities and participants. Worked closely with programmers and customers to test and provide necessary proprietary software enhancements. Managed rollout of Active Directory upgrade and server replacements for over 45 remote locations.

Facilitated training for new proprietary software. Managed roll out of software upgrades to over 100 sites nationwide. Initiated and maintained all VPN connectivity for remote locations. Provided technical support for all field locations Implemented procedures and managed rollout of new hardware to over 100 locations. Managed purchasing for all software and hardware.

Provided technical support for over 1500 clients using both Microsoft products and proprietary software. Followed detailed procedures to document calls and escalate issues as required.

Project ManagementCarrier ManagementImplemented Propiratary SoftwareTraining on proprietary software for 100 internal customersManaged and performed rollout of new software/hardware for 35 new sites; IT Customer support for 1500 customers using Microsoft products

Assisted in coordinating all functions of the Support Team for the Austin Technology Center and 7 additional satellite centers across the United States (over 2000 internal customers). Delegated responsibilities and oversaw the upkeep of current procedures and policies. Implemented new processes for change control and trouble-ticket tracking (using Remedy software). Developed "Systems Availability Report" for Executive management team.