William Greer Email & Phone Number

San Diego, Ca, Us

Santa Clara, Ca, Us

Providing project management and IT consultative services for various clients.

Santa Clara, California, Us

At the end of the IT Shared Services contract, team members went back to their original Hitachi group company and I went back to working directly for Hitachi Data Systems.* Project Managed IT-related projects supporting new office build outs, office relocations, infrastructure upgrades, etc.* Managed 24x7 team responsible for day-to-day operational support of Avaya, legacy Nortel and ShoreTel Voice over IP (VoIP) telephony systems that supported internal business users and the customer contact center. * Supported global video conferencing systems utilizing LifeSize, Tandberg, and Polycom collaboration systems. * Continually reviewed Contact Center that supported follow-the-sun Global Support Center (GSC) for customers and the internal Travel department. Managed Avaya Automatic Call Distribution/Interactive Voice Response (ACD/IVR) systems that provided skills-based routing technology for global agents (US, UK, APAC and LATAM). * Managed vendors/contracts ensuring continual adherence to respective Service Level Agreements (SLA’s). * Held accountable for financial analysis of all expenditures including invoice review and approvals to ensure costs remained within IT budget. * Provided operational management for IT staff including employee relations, coaching, mentoring, personal development, retention, leading change within the department to create, enhance and improve processes.

Chiyoda-Ku, Tokyo, Jp

As part of strategic business initiative from Hitachi, Ltd., Japan, IT employees became part of the IT Shared Services division positioned under Hitachi America. Within a short time, I took on the dual-role of Engagement Manager as well as Telecommunications Manager. * Managed the relationship between Hitachi America’s Information Technology Shared Service (ITSS) organization and Hitachi Data Systems.* Managed the ITSS Program / Project Management Office (PMO) for all business-funded projects providing financial and budget review for related expenditures and personnel resources, helping to keep projects on track within their allocated budget. * Trained and mentored teams on all policies, procedures, costing, and reporting. * Promoted a smooth workflow as well as communication between all IT departments. * Lead meetings between the business and technical staff.

Chiyoda-Ku, Tokyo, Jp

Originally hired as IT Project Manager and soon thereafter took on additional responsibility for the Global Telecommunications department managing the entire team.* Managed multiple internal infrastructure projects with a large emphasis on Facilities office relocations that complied with business needs. This included supporting all IT-related areas such as Cisco LAN/WAN, firewall, wireless, data center, Client Support, as well as telephony systems (PBX & voicemail), video conferencing, emergency UPS, and back-up generators. * Coordinated voice and data services orders (T1/E1 PRI, DS-3, OC-1, FR, and MPLS) with respective communication carriers. * Proven track record supporting multiple projects defining deliverables, roles, and responsibilities while tracking milestones to ensure workflow progresses efficiently with successful implementation of all tasks that are on-time and within budget. * Effectively communicate status with all team members, stakeholders, and executives.

Dallas, Tx, Us

* Held accountable for all voice communications in the Western Region including four networked call centers utilizing Siemens & Nortel PBX's/ACD and voicemail systems such as PhoneMail, MeridianMail, and Octel. * Supervised large-scale complex projects involving upgrades, changes and/or additions to AT&T Broadband's internal telecommunications systems. * Proven track record supporting multiple projects defining deliverables, roles, and responsibilities while tracking milestones to ensure successful implementation of all tasks are on-time and within budget. * Effectively communicate status with all levels of staff and management. * Optimized system availability, performance, support strategies, and costs for the telephone switches and voicemail systems working closely with all customers to deliver high quality, customer-focused telecommunications solutions. * Monitored, measured, and reported total customer satisfaction that drove continuous improvements. * Monitored 24x7 technical support team for the day-to-day operation of AT&T Broadband’s toll-free number based customer service & marketing network, focusing on maintaining the highest possible system reliability, availability, performance metrics, and customer satisfaction. * In charge of work priorities, project management, proper management/resolving of internal SLAs, escalation for high severities, staff training & mentoring, process planning, office relocations, work order coordination, documentation, and client training to supply telephone service that supported company business activities including the Inbound & Outbound Contact Centers.

Irvine, Ca, Us

* Managed all communications for a five campus University, which included voice, data, video and Internet for T-1/ISDN/Frame Relay/Ethernet networks. Supervised Technical Staff including Library & Information Services. * Ordered new services through LEC and/or IXC and installed, maintained, tested, & troubleshot the communications network, which included Northern Telecom Meridian1 PBX's, distance learning video conferencing systems, Digital Drop & Insert Multiplexers, T-1 CSU's, bridges, routers, hubs and T-1 Internet modem banks. * Trained and mentored staff on all policies, procedures, and support.

* Responsible for the design, development, installation, maintenance, testing & troubleshooting of all communication solutions sold for fiber optic & copper wire networks.* Product supported included PBX, fiber loop converters, T-1 CSU's, Drop & Insert Multiplexers, Ethernet hubs, bridges, routers, modems, computers 8088/286/386/486/Pentium/Pentium PRO, Video Conferencing Systems, DSU/CSU, hybrid key telephone systems and infrastructure cabling utilizing X.25 packet networks, frame relay, ATM (Cell Relay), ISDN BRI & PRI, and T1 supertrunks. * Managed Technical staff and Customer Service departments.* Provided training and mentoring of all technical support staff.

Bachelor Of Science (B.S.), Telecommunications Management

Bachelor Of Science (B.S.), Telecommunications Management