FRANK SCHREIBER Live Oak, FL 32060 904-362-6644 schreibe_99@yahoo.com ________________________________________________________________________________________ TELECOMMUNICATIONS SERVICE MANAGEMENT PROFESSIONAL Areas of Expertise Project Management Network Management Vendor Management Customer Service Leadership Teamwork Sales Support Client Interface Service Results Crisis Management Relationship Management Problem Solving Quality Improvement Presentations Negotiations Strategic Planning Operational Planning Team Building ________________________________________________________________________________________ Professional Profile Telecommunications Industry Expertise Extensive telecommunications experience, both as a special circuit service technician, and National Service Manager. In-depth understanding of core telecom business processes, including service negotiation, provisioning, billing, and repair / maintenance. Hands-on experience with design, implementation, and testing phases of both network and end-user equipment. Excellent results when acting as liaison between customers, account teams, engineering and operational work centers. Demonstrated ability to implement, monitor, and maintain complex communications equipment and networks. A solid understanding of telecommunications processes and technology. Project Management and Business Acumen Supported outsourcing agreements for several national customers. Developed service improvement and measurement plans. Responsible for formal reports and corrective action on major communications failures. Assisted national account teams in developing RFP's,and service agreements. Averted extended communications delays. Interfaced with major network management centers to insure continuity of service during circuit cutover and conversions. Successfully managed large projects. Results-Oriented Leader Worked with LEC's, AAV's, and NMC's to achieve common goals, while maintaining overall responsibility and commitments. Fostered professional growth and productive relationships. Provided leadership during a major national telephone-provisioning crisis. Provided leadership during divestiture of the Bell Telephone System. Contributed to the successful implementation of hybrid (digital / analog) services. As a service manager, provided leadership and guidance on a wide range of both network and equipment implementations / cutovers. _________________________________________________________________________ Career Progression Aerotek Contract Employee, MCI-Worldcom, Jacksonville, FL 1998-Present Voice Engineer Recruited to work on voice projects for Y2K compliance and CSX-Conrail acquisition. completed over 30 projects that involved engineering cost analysis, design, and implementation. Projects included implementation of new Lucent G3 switches, and upgrades to non-compliant switches. Responsible for moves, adds, and changes to the MCI-Worldcom Meridian PBX. Coordinated activity to insure quality uninterrupted service to CSX internal and external customers. Worked with Lucent and CSX Field Managers to determine end-user requirements. Produced engineering cost analysis documentation. Produced engineering design documentation Ordered equipment and facilities Coordinated / Implemented new systems and upgrades to existing systems. AT&T, Jacksonville, FL 1996-1997 National Service Manager, CSX Account Reported to the AT&T Tulsa Network Management Center in support of the AT&T Solutions outsourcing agreement with CSX. Responsible 7 x 24 for all service affecting activity, and was on-site with Solutions, the Account Team and CSX. Interfaced with the CSX Control Center, the AT&T NMC, and AT&T Work Centers. Escalated service interruptions to RBOC's, to avert extended communication delays. Assisted the National Account Team in development of RFP's, and service agreements. Developed service improvement and measurement plans. Responsible for formal reports on communications failures that resulted in train delays. Coordinated provisioning and maintenance activities during conversion from CSX to AT&T facilities. These activities included new DS-3, DS-1 and Frame Relay service. AT&T, Miami, FL 1993-1996 National Service Manager, EDS Account, Continental Airlines Reported to the AT&T Dallas Network Management Center. During this assignment, worked out of my home in Hollywood, FL. Responsible for all incoming voice service to Continental Airlines reservation centers. Traveled to all five Continental Reservation Centers during transition from former National Service Manager Coordinated restoration of major service failures. Implemented improvement plans. Worked with the Advanced Features Service Center to implement 800 Service Assurance procedures. Coordinated FX to Megacom-800 conversion at all centers. Interfaced with LEC's and AAV's on upgrading of Reservation Centers to DS3 / Fiber Ring service. Insured priority response from Alternate Access Vendors. Coordinated all service affecting activity with the Dallas network management center. Worked daily with AT&T inbound voice centers to insure quality service. ________________________________________________________________________________________ Career Progression (Con't) AT&T, Miami, FL 1992-1993 National Service Manager, EDS Account, System One Reported to the AT&T Dallas Network Management Center. Was co-located with the account team and Miami based customer, System One. Responsible for provisioning and maintenance of AT&T circuits providing voice and data service to System One travel agencies. Worked with the national coordinator to establish new trouble reporting and maintenance procedures for the Newark TCPA (Turnkey Customer Provided Access) using DR23W microwave radio. Partnered with marketing to successfully turn-up many international 800 services. In particular, an order for service to Siapan that was completed in a very short time frame. Consistently expanded my skills in using all pertinent database systems. Used the Dallas 3B computer script programs to extract statistical data for the Doral Technology Center network circuits. Used this data to produce service result graphs. Developed control charts on MTTR (mean time to repair), and Percent Availability for all class of service circuits. Used this data to produce service result reports that showed improvement in all class of services. Used statistical data to compare BOC verses AT&T bridged circuits, and developed an action plan to improve MTTR (mean time to repair). Developed a plan to insure diversity routing on switch-56 circuits that are used to back- up DDS / ASDS circuits Presented Fault Management and Hyper-T pro-active maintenance platforms to the customer. The customer showed interest in this predictive / proactive maintenance capability. Assisted the account team in preparing a disaster recovery proposal, to be used for major customer data hub sites. Improved resolution of repeat troubles, and telco problems after turn-up of new service. Served as customer advocate on inside wire and extended demarc maintenance problems. AT&T, Miami, FL 1987-1992 National Service Manager, Texas Air Account, Eastern Airlines, System One Assigned as equipment National Service Manager in March of 1987, and traveled extensively in support on on-site PBX cutovers. My background in Network Special Services fostered many successful equipment implementations. Reported to AT&T National Service Management Center in Houston, Texas. Co-located in Miami with the Account Team, and the customer, System One. Managed all PBX (AT&T systems 85, 75, 25, and Merlin) installations at airports and sales offices. ______________________________________________________________________________________ Career Progression (Con't) Instrumental in the successful completion of TCPA (Turnkey Customer Provided Access). This service included primary fiber route, a backup radio route, and protection switching between the two facilities. Commended for my support in the successful sale and implementation of SDN service. This service required me to work with five different premise configurations: Collins ACD, Dimension 2000, System 75, Southern Bell Essex, and Key Equipment. Installed PBX systems at Eastern and Continental airport locations in Boston, Chicago and New Orleans. Won an interdepartmental support award, and the Texas Air customer System One wrote a letter of appreciation for leadership. Completed installation of a System 75 and a flawless on-schedule cutover of Eastern's voice system. Persuaded an unwilling contractor to work over the weekend, and drove from Miami to Tampa to deliver digital telephone sets. Overall winner of the National Accounts East organization, as well as the Interdepartmental Support Award the forth quarter of 1987. Nominated for the Star of Excellence Award for commitment to customer satisfaction, profitability, professional development and quality principles. AT&T, Ojus, FL 1982-1987 Special Services Technician Gained experience in digital technology and remote digital testing at the new AT&T Ojus Special Service Center. Volunteered to handle major circuit provisioning projects, and chronic circuits. Member of the Miami to Ojus transition team. The team was responsible for the move of all AT&T special service circuits from the Miami-1 office to the new digital office in Ojus Fl. Developed and implemented procedures for handling repeat / chronic circuit troubles. As large project coordinator for the Ojus office, successfully implemented "point of sale" service for major oil companies in South Florida with 100 percent on-time completion. Was instrumental in the provisioning of the new "Hybrid Services" (Megacom, Megacom-800, SDN, and Switched-56). Conducted formal "Hybrid Services" training classes for the AT&T Ojus office. AT&T, Miami, FL 1977-1982 Private Line Technician Assigned as dedicated technician for all FAA data and voice circuits, including air-to-ground circuits. Functioned as circuit design technician for all AT&T Long Lines provisioning orders. Attended monthly and quarterly meetings at the FAA Center in Miami. Went on site surveys to FAA air-to-ground radio installations throughout Florida. ________________________________________________________________________________________ Career Progression (Con't) Consistently increased the MTBO (mean-time-between-outages) on FAA air-to-ground circuits. Received commendation from the FAA Sector Manager for my contributions to increased quality and reliability of these critical circuits. As circuit design technician, was responsible for provisioning of voice and data private line circuits. This assignment required experience and knowledge of office equipment, engineering techniques. AT&T, Camden, NJ 1969-1977 Communications Craftsman Performed all job functions required to provide private line voice, and data service at the Camden, NJ Office. These functions included provisioning and maintenance installation and testing. The assignments involved monitoring and maintaining LMX carrier, Lenkurt radio, and -48V battery /rectifier supplies. Was assigned as dedicated technician on the GTE national account, and worked on re-homing of stock market data circuits from New York, to Cherry Hill, NJ Attended and received a "more than acceptable" rating from the AT&T Management Assessment Center in New York. Selected to present data communication techniques to U.S. Army communications personnel during an annual open house at the Camden AT&T office. ________________________________________________________________________________________ Training Graduated Audubon High School, Audubon, NJ And USAF Missile Electrician technical courses Education 24 credits (1 year), Business Administration, University of Arizona Highlights Two year degree from Electronics Training Center, Pennsauken, NJ Second Class FCC License 84 credits (3 years), Business Administration, Rutgers University 15 credits, Telecommunications, Golden Gate University AT&T Network and Equipment technical training courses AT&T Business and Management training courses _______________________________________________________________ Project Management,Customer Service & Sales Support, Service Results,Vendor Management,Client Interface, Provisioning and Maintenance, Quality, Also, Word Processor, PC Literacy, MS Excel, All Office Equipment Excellent technical skills, Excellent organizational skills, Skilled at working independently, multi-tasking and delegating responsibilities, Able to deal patiently with difficult people,Highly computer literate and proficient at advanced levels on multiple software packages( Excel, Word Processor ), Demonstrated problem-solver, Strong communication skills across all levels within a business, Solid overall grounding in all office procedures and equipment, Able to establish rapport with a wide variety of clientele and maintain a calm, professional, problem-solving manner