FRANCIS (FRANK) MCKEOWN PMP

Philadelphia, PA 19149
IT PROJECT MANAGER and Telecommunications Analyst
Telecommunications Infrastructure / Network Infrastructure
High performance, experienced, IT Project and Telecommunications Manager accusto
med to orchestrating and delivering complex IT projects in support of LAN/WAN ne
tworks and telecommunication infrastructures. Practiced in clarifying business r
equirements and specifications.
 Skilled, versatile communicator and facilitator, with exceptional interpersonal
skills, effective with co-workers, clients, vendors, and technical participants
at all levels in an organization.
 Earned solid reputation for root cause analysis, resolving complex issues, ensur
ing continuity of services, and delivering exceptional customer service.
 Praised for technical expertise and ability to lead cross-functional teams to en
sure all projects run smoothly and efficiently to meet or exceed customer expect
ations.
 Continually updates knowledge of current technology developments to plan for fut
ure installations and upgrades.
 Personal strengths include disciplined work ethic, broad-based knowledge, persis
tence, adaptability, and organization.
TECHNICAL COMPETENCIES
Certifications: PMP Certification # 503061
Octel Voice Mail w250/350
Nortel Meridian Mail, Siemens Rolm Phonemail, Siemens Rolm 9751 system.
Periphonics IVR TCS Call Forecasting system
Methodologies: PMBOK, Cisco Switching
Business Applications: PC Anywhere, Microsoft Office, MS Word, Excel, Project,
PowerPoint, Visio
WBS ChartPro
RDBMS: Access, SQL Server
Protocols: TCP/IP
Hardware: HP, printers, IBM and PC’s workstations, Cisco Switching and Routers
Other: Cisco IP Telephony, Cisco IP Contact Center , Cisco Unity, Aironet syste
ms
Nice, Witness, Dictaphone, recording/monitoring systems
Blue Pumpkin
Avaya G3R, G3SI, 8700, 8300 systems, Avaya CMS, IP Agent, EC 500,
Nortel Meridian Option 81C, 61C, 51, 11C, Norstar telephone systems
ITII Version 3
PROFESSIONAL EXPERIENCE
Pfizer, Inc.  Exton, PA 1997 - 2008
World's largest research-based pharmaceutical company.
Project Manager
Plan, direct, and manage complex infrastructure and IT related projects for mult
iple business units.
• Produced $2,000,000 annual savings for the selection and implementation of Cisco
Routers and Avaya 8700 and 8300 systems, CMS, IP Agent, VOIP and NICE applicati
ons in overseas and domestic call centers in Mumbai India, Denver, CO, and Ralei
gh, NC. Constructed voice menus for all locations using approved prompting and s
cripting. Installed and Upgraded Avaya Call Management System (CMS) Release 12
for single and multiple site call centers locations, and Nice Analyzer responsib
le for all aspects of installation and subsequent upgrades
• Responsible for Telecommunications Management and Analysis at Pfizer Divisions c
onsisting of move, add telephone systems and network changes. Responsible for vo
ice mail changes for remote Sales Field and premise personnel. Installed Avaya
EC 500 to allow calls to be forwarded from telephone lines to public cellular l
ines.
• Developed business case and project managed installation to support Cisco IPT 10
0 users and 100 IPCC system call center agents. Contributed to improved manageme
nt and operation of call centers by installing Witness and Blue Pumpkin applicat
ions to provide an automated customer-contact solution. Responsible for trainin
g end user personnel on telephone sets and features, voice mail, dialing procedu
res. Handled all trouble resolution processes and procedures and served as main
point of contact.
Frank McKeown  Page 2  Frank.McKeown@Pfizer.com
Pfizer, Inc. (continued)
• Managed installation of network, voice infrastructure, and wireless (AT&T MPLS
Cisco Aironet, Spectralink) systems across 10 distribution centers supporting Ph
armaceutical, Consumer, and Animal Health products. Oversaw installation of Symb
ol Warehouse Management Solution to provide real-time inventory management capab
ilities and to interface with general ledger system.
• Reduced cost and standardized operations by installing 4 Cisco IPT and Unity sys
tems utilizing Call Manager and SRST technologies to support 400 users. Designed
training processes for all client personnel. Conducted training classes served
as main point of contact for all user interaction.
• Designed, Managed and Installed Video Facilities for Pfizer Sales Offices, Distr
ibution Centers and Headquarters locations. Cisco Telepresence, Picture Tel, Po
lycom Transceivers and Monitors and Madge Video Multiplexer. Insured all premise
and network wiring was installed to company, BISCI specifications including ele
ctrical requirements and room design.
Educational Testing Service  Lawrenceville, NJ 1988 - 1997
Non-profit institution advancing quality education with valid educational testin
g, curriculum development assets, and test preparation products. Known for the S
AT, GMAT, GRE, and PSAT tests.
Principal Systems Engineer
Ensured stability, integrity, and efficient operation of the in-house IT assets
that supported core organizational functions.
• $30,000 annual telecommunications savings delivered by developing business case
and recommending vendor change from AT&T to Verizon.
• Spearheaded installation of 3 Nortel Meridian Option 81 C systems, Meridian Mail
, and Meridian Link systems for 3 new sites built in the Central New Jersey area
.
• Oversaw expansion of 4 call centers in response to high demand and implemented f
orecasting software to optimize scheduling to handle increasing applications for
testing products.
• Enabled students to gain quicker access to test scores by developing and impleme
nting score-by-phone application utilizing Periphonics IVR and credit card payme
nt for all major testing programs.
• Launched email accounts for all overseas partner locations to provide online edu
cational and student assistance.
• Eliminated human data entry errors by automating process to receive fax registra
tion forms and input data directly into online system.
• Recognized technical expertise, oversaw voice and network communications at 4 br
anch offices (Nortel) dispersed across the U.S.
Smith, Kline and French Laboratories  Philadelphia, PA 1987 - 1988
Research-based company with a wide portfolio of pharmaceutical products covering
anti-infectives, central nervous system (CNS), respiratory, gastro-intestinal/m
etabolic, oncology, and vaccines products.
Administrator, PBX and Voice Systems
Recruited to plan, develop, and implement the Company’s voice communication infrastr
ucture.
• Project manager for installation of 3 IBM/Rolm 9751 Telephone systems for 3 sepa
rate locations covering 3,000 stations. One of the first installations of this p
latform in the U. S., the Rolm utilized digital technology to enable separate vo
ice and data connections on the same physical circuit.
• Eliminated environmental pollutants by installing cleanroom to support computer
network, and voice mail and telephone systems.
• Accelerated delivery of critical data by developing pilot IVR system for the col
lection of clinical results on drug development projects.
EDUCATION / PROFESSIONAL DEVELOPMENT
BS, Operations Management, LASALLE UNIVERSITY, Philadelphia, PA
Retired Member Pa Air National Guard (21 Years)
Cisco, Networking Courses, IP Telephony, CCDA, CCNA
mer service accounting manager accounts sales business analyst engineer financi
al analyst project Manager Marketing .net Administrative Construction Call Cente
r sales Unified Communications Converged Networks architectural options enterpri
se communications knowledge experience expertise hard phones softphones NextGen
VOIP QOS QOE Cost Control Network Management Data Center Cellular Coverage SOA M
obility Antenna SIP Trunks