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TED SMITH

_214-793-9383 9191 Garland Road, Unit 438_


_tse8b40a@westpost.net Dallas, TX 75218_

PROFESSIONAL SUMMARY
_Telecommunications Project/PMO Manager/Operations/ Installation
Manager 20+ years of major systems installation and management
background in multisite call centers, healthcare, campus
environments, VOIP, CTI and custom call center software. Expertise
includes both sales and operations sides of business with recognition
for profit margin management. Specific expertise in:_

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_Major System Project Management_
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_Site Survey Engineering_
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_PMO Management_
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_Branch Installation Management_
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_Central Office Management_
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_Sales Engineering_

PROFESSIONAL EXPERIENCE
_NICE SYSTEMS, INC.,_ _DENVER, CO 2001__-__2009_
_(__Provider of multimedia recording platforms, quality management
software, interaction analytics, and related professional service) _
_SOUTHWEST REGION OPERATIONS MANAGER DALLAS, TX 2008- 2009_
_Managed a staff of 16 employees in project management, installation
and service covering TX, OK, AR, LA, and MS. Responsible for P&L,
interviewing, hiring, training plan, employee evaluations, QA, and
customer satisfaction_
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_Reviewed system configuration integrity with sales._
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_Maintained installation schedules and assigned Project Managers and
Field Engineers._
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_Managed quarterly revenue forecasting and assured on completion._
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_Attended customer kickoff meetings and monitored projects as
needed._
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_Met weekly with Project Managers and reviewed project status,
assuring projects remained on target._
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_Developed employees Management Business Objectives and bonus
structure. _
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_Monitored daily service activity and managed customer escalations._
_WESTERN REGION SUPERVISOR OF PROJECT MANAGEMENT DENVER, CO
2003-2007__Managed staff of 13 Project Managers responsible for
implementations in the Western Region and South America. _
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_Reviewed projects with sales prior to booking and attended customer
meeting._
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_Scheduled and assigned Project Managers based on complexity and
scheduling needs of customer._
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_Assisted in maintaining quarterly backlog and assuring revenue
forecast were on target._
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_Handled all customer escalations._
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_Assisted Project Managers with onsite support. _
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_Assured projects closed out on timely basis and conducted captured
learning with project Managers and customers, resulting in reference
able customer._
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_Developed PM business processes._
_PROJECT MANAGER DENVER, CO 2001-2002_
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_Implemented a 3 site, $3 million dollar project for General
Motors._
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_Managed implementation of the largest NICE call recording project
to date, for Citibank _
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_Developed, SOW, Project Plan, Conducted status calls providing
agenda, minutes and issue logs._
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_Managed installation and training resources._
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_Managed change orders and project closing processes._

_NORSTAN COMMUNICATIONS, INC., PHOENIX, AZ 1997__-__2000 _


_(Voice, data, video, and consulting organization in the
telecommunication industry)_

_BRANCH INSTALLATION MANAGER PHOENIX, AZ 1999-2000_


_Managed a Staff of 18 employees responsible for software design,
project management, and customer engineers for AZ _

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_Developed a quality assurance program resulting in measurable
standards for quality installation and customer satisfaction. _
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_Refined, presented and implemented standardized business process in
6-city western market resulting in greater margins._

_SENIOR PROJECT MANAGER 1997-1999_

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_Implemented a 3 phase $1.5 million project for voice and cabling
for Lutheran Healthcare facilities totaling 2700 beds._
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_Implemented a two state, $2 million 3 site, networked call center
for Wells Fargo._
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_Implemented Motorola call center, resulting in selection of
Motorola Vendor. _

_SIEMENS BUSINESS COMMUNICATIONS, TEXAS 1984__-__1997_


_AREA TECHNICAL OPERATIONS HOUSTON, TX 1995-1997 _
_Developed and implemented "Quality Installation Process" resulting
in increased customer satisfaction and profitability. Tracked SLAs
and assisted in managing revenue forecasting._

_SENIOR PROJECT MANAGER AUSTIN, TX 1991-1994_


Plan, coordinate and implement all aspects of switch and cable
installations. Targeting major systems 500 lines and above. In
addition, Site Survey Engineer responsibilities for Austin, San
Antonio, Texas, including presales involvement, subcontractor scope
of work and representing operations in bidder conferences.

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_Lone Star Branch Project Manager of Year 1994, for successful
installation of $7.1 million of revenue at 36% margin, awarded
Siemens "Circle of Excellence._
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_Implemented 3 phase $10 million voice and cable installation 12,000
line IBM plant in Austin, Texas and received Texas Project Manager of
the Year 1991._

_SALES ENGINEER AUSTIN, TX 1988-1991_


_Supported sales group in all aspects of sales cycle as needed, RFP
responses, system quotes, pricing application design, customer
presentations, and planning sessions._

_SENIOR CUSTOMER ENGINEER, AUSTIN, TX 1986-1988_


_Lead technician 12k port, 26 nodes PBX, and 15 node phone mail site
IBM Austin. Responsible for supervising five customer engineers,
managing resource scheduling and overtime control._

_CUSTOMER ENGINEER, DALLAS, TX 1984-1986_


_Installed and maintained 3,000 port voice and data switch E.
Systems / Air Force One._

_CENTEL BUSINESS SYSTEMS, OKLAHOMA CITY, OKLAHOMA 1982-1984_


_Senior Journeyman installed and maintained Siemens, ROLM, and
Nortel PBXs for Western Oklahoma. Responsible for apprentice
mentoring, scheduling and training development_

_GTE OF THE SOUTHWEST, GUYMON, OKLAHOMA 1979-1982_


_Central Office Repairman performed Installation and service of
Step, Digital Switches, T1 Systems, Microwave's and PBX's._

_AT&T SOUTHWESTERN BELL TELEPHONE, OKLA. CITY, OKLAHOMA 1970-1979_


_Positions included Cable Splicer, Toll Repeater man, PBX Repair and
Installation._

EDUCATION
_General Education, Business __1968-1970_
_Central State University Edmond, Oklahoma_

TRAINING

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_Managing the Business of Complex Installations_
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_Leadership Development_
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_Dale Carnegie_
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_Career Path Seminars: Developing Listening Skills, Time Management,
Team Building and Dealing with the Difficult Employee_
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_AMA Power Business Writing_
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_AMA Successfully Managing People_
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_AMA Dynamic Listening Skills For Successful Communication_
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_AMA PMP Exam Prep_
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_PC Skills, Microsoft Projects, Outlook, Word, PowerPoint and Excel
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AWARDS, TRAINING CERTIFICATIONS AND CUSTOMER COMMENDATION LETTERS
AVAILABLE UPON REQUEST

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