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Joy Carone                                                                                                         718-317-9876
309-Aspinwall Street, Staten Island, New York 10001                                            joy@yahoo.com

                    Professional Profile
Technical Communications Professional with more than 30 years experience as a Project Manager, Telecommunications, Tech Control Support Center Manager, Network Infrastructure & Customer Engineer that oversees projects and daily operations of the corporate needs.
  • Project Management and Planning Medium to Large enterprise Products and services.
  • Network Infrastructure including Fiber, Cat5 Patch panels Cisco Switches and Routers.
  • Contract negotiate services (SLA’s) and products
  • Knowledge of VoIP Products and vendors
  • Managed 14 DC37 unionized Employees and 2 Administrator Managers.
  • Keeping Facility updated and well documented
  • Certified on following PBX’s Siemens Hicom 9006.6 mod 80 and 30, Rolm 9751, Toshiba CTX VoIP, AVAYA Partner.
  • Self Maintainer & Administrator on the Nice 8.9 CLS Call Recording Server
  • Security Cameras and DVR recording
  • Strong knowledge of Capital and Expense Budgeting for products and services
  • Knowledge in negotiating pricing below the New York State OSG process for products and services.
  • Vendor Management
  • Cost Savings strategies
  • Very Strong Troubleshooting skills
  • Streamlining and finding discrepancies in Billing
  • RFP Process
  • Simulcasting responsibility
  • Responsible for, Composer & Observer ACD reporting and Agent Call Center status server, Interailia IVR Frontend, Xtend Enterprise CDR Server, Rolm VoiceMail server, Polycom Video & Blackberry.

Professional Experience
New York Off Track Betting, New York, N.Y.
2004- 2010
Telecommunications & Technical Control Manager/Engineer
Achievements:
·         Project Managed changing over 700 Plus Pots lines from our telephone betting facility to a DS3 Format and splitting the DS3 facilities in half between NYC and Newark for ensured service. I also changed carriers via the OSG Procurement process and saved 20 to 30k per month. I also Project Managed Siemens (PBX Vendor) and organized this plan and timeline for a seamless result. I am in the process now of also changing our Corporate and DRS from Pots to DS3 with carrier and Siemens for a cost savings of 120-150k per year.
·         Currently on a project in choosing a new VoIP vendor that consists of AVAYA, CISCO, SIEMENS, MITEL & Shoretel, in which I slimed down the list to 2 vendors and am negotiating better pricing and services than the OSG contract. This ROI project is to slim down our telephone betting staff by having our $2 betters be routed via ANI to a Touch and Voice recognition system and ensure that the High Rollers customers always get a live person.
·         Implement a new Help Desk Application so the whole corporation and 55 Branches can call in issues and be sent to the proper department for resolution.                                                                                                                                     
·         Plan and moved the IT infrastructure from one part of the floor to another. This required careful planning of Fiber and cat5e cabling.
·         Revised and implemented Daily procedures for both departments, which I manage. So that the daily operations run smoothly on a day to day process.
·         Devised a method to pinpoint trouble spots with the use of Brady labeling and software system for shorter downtime and can pinpoint problems to the electrical breaker.
·         Converted all DBU circuits to Sonnet ring to all our branches and DRS and use a product called Castle rock to monitor all the circuits on the Network.
Responsibilities:
·         All Telecommunications, Phonemail equipment (SIEMENS HICOM MOD 80 and 30 , ROLM 9751, AVAYA Partner) Service, Moves and Installs at  Headquarters, Telephone Betting, Disaster Recovery Site in Maspeth Queens and all the branches in the 5 boros
·         250 agent Call Center that processes 850-1millon calls a month
·         NICE recorder Logger 8.6 server (Records calls for verification of bets)
·         All Reporting (ACD agents) via Composer Server
·         CDR Call Reporting (For the rest of the corporation) Via XTEND Server
·         Have 14 Unionized employee’s working for me that are responsible for repairs, moves and installation of all equipment and cabling under my guidance. Also the help desk, Simulcast racing over fiber channels to the branches and Time Warner Cable channel 71 & 73.
·         All billing for Verizon, PAETEC, Siemens, Xtend, Nice, Time Warner Cable, Cablevision, Direct TV, Blackberry and all PO’s to multiple vendors that I’m responsible in finding the cheapest pricing for quality products
·         Scheduling of employees and Overtime control.
ROLM/ SIEMENS, New York, N.Y.
1983-2003
Customer Engineer
Achievements:
·         Upgraded  the CBX at Dow Jones/Wall Street Journal from the Rolm VL multi Node System to a 1 Node Rolm 9751 CBX
·         Install and Organize 400 plus stations for Dow Jones Wall Street Journal in a merger with ITT for a new television station in a 3 week period that entailed installing an additional cabinet and software upgrading and implementation.
·         Move all employees out of the Financial Center due to 9/11 in different parts of the city in a set time period
·         Also Project managed moving Merrill Lynch to there DR Site within a set time period
·         Received various awards from Rolm/Siemens as a customer engineer of the year to Mac High Flyer Awards (Which is the most sales by a Customer Engineer).

Responsibilities:
·         Was a Product specialist on the 9751 and Phonemail
·         Lead Tech and was involved helping other techs that are stuck on  issues in the lower Downtown area
·         Service, Moves and Installation of Products to Large corporate environment
·         Was the Customer Engineer for 9 years at Dow Jones responsible for all Telecom and Phonemail Equipment for the site
·         Had high profile accounts that included, IBM, Dow Jones, Freid Frank, Strook and Strook, Calvin Klein, Scholastic, Merrill Lynch, Beekman Downtown Hospital

 

Education
College of Staten Island, Staten Island, NY
1978

Grady Technical and Vocational HS
Electronics
1977

References
References are available upon request.
LinkedIn Profile:


 



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