Peter R. Smith Resume

PETER R. SMITH Houston, Texas Office: 832-220-9318 • [email protected]

OBJECTIVE I am seeking a position in Operations, Project or Program Management.

SUMMARY OF QUALIFICATIONS •

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Extensive Field Operations experience working with technicians, service reps, General Contractors, suppliers and other strategic partners in the installation and servicing of complex Telecom systems, applications processors and networks; built teams in five different markets. Over fifteen year’s experience investigating, negotiating for and implementing low-cost, high-quality Network Elements from a variety of vendors, reducing overall expenditures an average of 10% per year. Expertise in sales support and sales engineering, making the Sales Team’s commitments the Customer’s reality; Replaced the need for a full time employee in this capacity, saving the company a major expense in my market. Innovator in major account, customer retention, customer satisfaction, customer renewal and customer upsell programs, with Corporate adopting numerous of these programs. Deep and varied Project Management experience (8000 hours since 2002), with a specialty in getting off-track projects back on-track, including large Telecom platforms, networks, Disaster Recovery solutions, large-scale hardware and software upgrades and Beta delivery of numerous new generation products and services; Entrusted with more such assignments than any of my peers. Expertise in Contract review, language and negotiation; have reviewed, modified, approved and signed over 1000 contracts with previous employers. Twenty years of branch P&L experience and managing to budgets, mentoring numerous of my peers on the necessary record keeping and analytical techniques. Author and contributor on numerous workflow/productivity projects, budget analyses, process flow analyses, technical writing projects, instruction manuals and programs. Experienced with numerous billing, dispatch and customer order management systems. A long record of success in negotiating with strategic partners such as building owners for access rights and maintaining critical business relationships; was the only Field manager tasked to perform this function in five different markets.

EDUCATION & TRAINING B.S. in Business Administration; Major: Marketing; Wayne State University, Detroit, MI

TECHNICAL AND COMPUTER SKILLS Skilled in numerous commercial (primarily Microsoft) and proprietary software programs: • Spreadsheet • Project Management • Inventory Management

• Word Processing • Presentation • Customer Order

• Contact Management • Billing Systems • Video Editing

Features/Administration/Training on: Nortel Meridian PBX; Nortel CS1000 & 2000; Cisco Call Manager; Voice Mail platforms including Baypoint, Meridian, IP Unity; various PC Soft Clients; numerous Call Accounting systems; Executive Suite systems.

PROFESSIONAL EXPERIENCE CONSULTANT Smith Consulting Services April 2008 – Present Management consultant providing general management and industry-specific experience and expertise in Telecommunications, with extensive Project Management experience: • • • • •

Providing turnkey voice/data solutions for clients, inclusive of recommendations for systems, vendors and facilities. Telecom billing analysis inclusive of hardware, voice and data networks, mobile services, and ancillary services such as toll-free, calling cards and conference services. Supporting Clients in designing and implementing best practices on business operations, including Field Operations, Sales, Marketing, A/R, work scheduling/routing and manpower planning. Website design, specializing in conversion from an information-only site to a sales and marketing tool; designing internet AdWords campaigns to pursue profitable business; composition of technical and marketing narrative for website. Jack of all trades in handling Contract assignments in Sales, Operations and Project Management.

OPERATIONS MANAGER Cypress Communications June 2002 – March 2008 Managed Operations, Customer Support and Admin staff for Telecom Managed Services Company providing TDM & VoIP voice, data and cable TV services in large office buildings, working with property management partners on all phases of build-out, installation and maintenance: • •

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Built effective teams of employees and contractors and managed to budget in five markets with smaller per capita staff than any other Ops Manager. Submitted and managed to Branch P&L yearly. Scores of Project Management assignments: took over an upgrade of company’s legacy PBX platforms for an entire market that had been stalled for a year and got it back on track, on time and under budget; installation of networks and systems for various large, multi-location customers; platform and network upgrades for dozens of locations on a yearly basis. Sold and maintained two of the company's five largest customers, along with several others; Accounted for 25% to 50% of yearly branch sales during period of employment. Reviewed, modified, approved and signed over 250 contracts, including almost one hundred addenda. Had 7x24x365 responsibility for maintenance of scores of large Voice/Data platforms and hundreds of Network Elements in Class A buildings in various markets. Built contractor and supplier networks to handle service, installation, electrical and cabling requirements in several remote markets. Negotiated, ordered and managed several hundreds circuits per year for voice and data networks with numerous vendor partners, including Verizon, ATT, XO and others.

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Designed and managed innovative cost containment programs as part of overall P&L responsibilities; from 2005 to 2008 realized reduction in network costs of 20% per year through conversion/consolidation of network facilities and solicitation of competitive bids, a practice that was duplicated nationwide. Numerous contributions to improvement in corporate practices/procedures. Wrote the company’s practices for Technician Time Management and Reporting as well as the tracking tools; regularly contributed to improvement of corporate procedures and practices, including Process Flows for installations, Customer Order Systems, Billing Systems, Sales Configuration Tools and Field job descriptions. Submitted to and passed government clearance check.

BRANCH MANAGER WorldCom (Intermedia/Shared Technologies/Fairchild) October 1991 – June 2002 Managed Operations and Customer Support staff for STS (Shared Tenant Services) telecom services company to provide voice/data and cellular/wireless services in large office buildings and apartment complexes, working with property management partners on all phases of build-out, installation and implementation: • • • •

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Built effective teams of employees and contractors and managed to budget in two markets with lowest headcount to revenue in the company; Submitted and managed branch P&L yearly. Had 7x24x365 responsibility for maintenance of PBX systems, voice mail platforms, Internet/E-mail platforms and various Network Elements, as well as after-hours dispatch and vendor escalation to insure quality Service Delivery. Reviewed, modified, approved and signed over 1000 contracts, including hundreds of addenda. Only market where Branch Manager consistently handled Sales and contract renewals; generated over 35% of all branch Sales during my tenure; Sold and managed the largest customer in company’s portfolio; more stations sold and installed than many of our larger markets. Doubled the market footprint in three years by negotiating building agreements with various property management firms. Took on service and installation for company’s Business Retail (125 accounts) and Residential Services (50 locations) divisions with no increase in headcount. Built contractor networks to handle remote service, installation, electrical and cabling in several markets. First market outside of HQ to bring WorldCom digital local, long distance and hi-speed Internet facilities on line; First to implement LNP (Local number portability). Wrote the instruction manual for other Field Offices on executing telecom service orders for facilities, number porting, etc.; Regularly contributed to committees reviewing corporate procedures-practices, including Billing Systems, price book, Sales configuration programs, new products, and Sales-Operations cooperation.

REFERRALS See Linked-In profile; Also available upon request.