Michael Smith Email & Phone Number

Louviers, Colorado, United States

My current role at Cerium Networks as a senior Program Manager includes but is not limited to the State of Washington and Providence Healthcare. Primary activities include the management of multiple Avaya Telecom integration projects with their existing phone systems. The role includes managing Cerium and customer assigned engineering scheduling activities, task and risk management, support handoff, invoicing and project closure activities.

Spokane, Washington, United States

My role as a Technical Project Manager at Cerium Networks, a certified reseller and integrator of Cisco, Microsoft, Dell and Avaya solutions included the successful project management of over 400 small, medium and large/complex IT and Telecom projects for the extensive customer base in the 4 state northwest region that includes Washington, Oregon, Montana and Idaho. The PM role included managing technical projects from inception/initiation after the signed Statement of Work and contract has been signed through project closure. Primary responsibilities included SOW review, engineer resource assignement and scheduling, managing and updating project plans and schedules to ensure specific engineering tasks have been completed on time and to the customers satisfaction, conducting kick off, status and closure meetings and managing all project closure activities, including closure meetings, documenting Lessons Learned, final invoicing, handoff to day 2 support and customer follow up after the 30 day implementation support period.

Spokane, Washington, United States

Cerium Customer Support Center Manager. In this role, I supported and managed a team of technical IT/Telecom support engineers and managed the case load by creating, monitoring and updating customer trouble tickets and all escalations. The role required a strong focus on bringing the right resources together to keep our customers solutions working at their optimal levels and ensuring the highest levels of customer satisfaction.

Denver, Colorado, United States

I started my carreer at Lucent Technologies which spun off the telecom business in 2001 and became Avaya Inc. in 2001. My responsibilities at Lucent included Contact Center consulting and integrator for Enterprise customers across the US, specializing in the programming of phone call tress and call routing of queued customer calls to call Center agents along with the set up and training of Workforce Management systems and Performance Mangement tools required for the agent supervisors to perform their role of ensure high levels of agent perfomance and call answering service levels are being met by the agents. I then transfered into a role as a Technical and Operations manager for the NICE Systems WFO and Call Recording technical integration team. In 2001, Lucent technologies spun off the legacy telecom business to form Avaya Inc. at which time I moved into a role as a New Product Services Program Manager, until 2009. Primary responsibilities included the coordination with the Global Support Organization representatives that were accountable for ensuring the overall solution support readiness of new product launches, including the required support engineer training and product documenttion is completed prior to product launch. From Sept. 2009 - July 2010, I assumed a role in the Product House as a New Product Readiness Program Manager for the Avaya Contact Center practice, working directly with Product Managers, R&D, technical writers and Global Support managers on Conatct Center product launches.

Irvine, California, United States

I began my career after technical training at Western Telematic located in Irvine, Ca. as a Call Accounting system bench tester/technician before being promoted to a customer support technician, assisting customers with the health of their systems, through resolving issues over the phone and providing bench repair support on their products.

Project Management Professional, Project Management

Master Of Business Administration - Mba, Business Administration And Management, General

Electrical Engineering, Engineering

Activities and Societies: Pottery