CHARLES T.

CHIRICO
156-08 88th Street * Howard Beach, NY 11414
516-805-1443 * cce04220@westpost.net

TELECOMMUNICATIONS MANAGER / FIELD OPERATIONS MANAGER

Proactive, solutions-oriented IT and telecommunications professional with 19 yea
rs of progressively responsible experience and comprehensive knowledge of teleco
mmunications, network, and PC operating systems, hardware, protocols, and standa
rds. Over five years of management experience. Knowledgeable problem solver with
demonstrated expertise managing complex systems with multiple locations. Posses
s numerous certifications. Demonstrated ability to prioritize and execute a vari
ety of tasks while maintaining a high level of customer service in fast-paced, h
igh-pressure environments. Solid history of ensuring service continuity and stay
ing current with new technology. Hands-on leader with strong communication, inte
rpersonal, facilitation, and analytical skills. Excellent attention to detail. A
reas of expertise:
VOIP Knowledge Application Support IT Research & Problem Solving
Contract Management IT Infrastructure Knowledge Vendor Management
Disaster Recovery Project Management Quality Control Standards
Invoice Auditing Data Privacy Practices & Laws Customer Satisfaction
Call Center Infrastructure Staff Management IT Field Services
Product Documentation Test Procedures Performance Measurement
Strategic Planning Inventory Control Asset Management

PROFESSIONAL EXPERIENCE

Juma Technology , Farmingdale, NY 2007 - Present

Service Manager / Project Manager - Applied leadership skills to oversea all ph
ases of efficient Management of customer service, including quality control and
extensive problem solving, as well as Project Management.

* Developed and implemented operational policies and procedures, To insure overa

ll customer satisfaction
* Implemented improved procedures resulting in operation employee production
.
* Coach, Mentor, Trained and lead personnel as to provide Ultimate customer se
rvice.
* Supported Finical team in resolving billing issues in a timely manne
r.
* Assisted senior management in identifying and improving quality of O
perations department.
* Fostered customer Loyalty by ensuring that our customers fully utili
ze the value of our solutions and service.
* Managed client engagement services and solutions implementations.
* Directed the coordination of all implementation tasks involving, Jum
a, third party vendors as well as provide consultation to clients on system impl
ementation.
* Maintained the existing revenue spent and strategically by up selli
ng additional products and services.
* Define MAC Projects, assign Engineers and Project Manage cost, sched
ule and performance of Projects, and while working to ensure the ultimate succes
s of the project.
* Manage transition of client from Solutions implementation to client
service support. Manage the development and maintenance of implantation of Proje
cts.
 * Manage transition of client from Solutions implementation to client
service support. Manage the development and maintenance of implantation of Proje
cts.

CHARLES T. CHIRICO Page Two

AMERIQUEST MORTGAGE / ARGENT MORTGAGE / ACC-Capital Holdings, White Plains, NY 2
003 - 2007
IT Field Service Manager / Argent Telecommunications Manager - Hold full accoun
tability for deploying, managing, and servicing IT voice and data infrastructure
for hundreds of locations across the United States and for Argent telecommunica
tions department. Recruit, supervise, develop, and direct in-house staff of 25 n
etwork engineers, desktop support professionals, telecom provisioners, telecom e
ngineers, and service technicians. Manage vendors for remote locations, ongoing
projects, product testing and documentation, quality control standards, and inte
rnal customer satisfaction measurement. Recruit, schedule, develop, and evaluate
staff.
* Made significant improvement to corporate IT and telecommunications by initi
ating innovative projects and effectively allocating and organizing resources.
* Ensured that end-user satisfaction was high by motivating help desk and tech
nical support staff to be proactive, responsive, and friendly.
* Effectively collaborated with senior management to ensure that new technolog
y initiatives met business and systems requirements.
* Successfully led and completed complex projects including telecommunications
, network, and desktop applications and operating systems.
* Ensured that staff and vendors provided optimal and consistent performance b
y creating, executing, and monitoring department processes and procedures.
* Consistently monitored department performance in response to request/problem
tickets, branch expansion, customer surveys, preventive maintenance, cost savin
gs, and change control through development and implementation of monthly metrics
.
* Kept internal and external teams current with new technology by conducting t
echnology briefing sessions.
* Made key recommendations for IT infrastructure and telecommunications system
s growth and improvement based on benchmarking and analysis.
* Ensured compliance to Sarbanes-Oxley by developing and implementing appropri
ate corporate policies and procedures.
* Support Telecom infrastructure for regional offices in CA, NY AND IL w/1400-20
00 users each.
* Project managed local and national installations of the Avaya s8700,G650 Gatew
ays, totaling over 3 Million dollars of equipment, services and licensing for ea
ch site.
* Coordinated and managed all cabling projects utilizing fiber, copper, and Micr
owave.
* Managed Project and Supported new VOIP installation in Shelton CT/Phoenix, AZ
Locations.

TELEON CORPORATION, Melville, NY, and Tampa, FL 2001 - 2002

Field Service Manager - Managed telecom infrastructures for 700 locations, incl
uding those of Fortune 2000 companies. Directed 12 telecommunications service an
d installation engineers and a national contractor base.
* Improved customer satisfaction by initiating and implementing quality contro
l standards.
* Ensured adequate availability of equipment by carefully monitoring inventory
.
* Qualified new and existing products by developing test procedures and buildi
ng prototype test equipment.
* Showed talent for promoting and selling additional equipment and services.
* Responsible for MAC and Service calls for customers locally or nationally.

CHARLES T. CHIRICO Page Three

1-800-FLOWERS.COM, Westbury, NY 1999 - 2001

Senior Telecommunications Engineer / Project Manager - Held full accountability
for installing and maintaining all telecommunications services, voice and data
systems, and call center technology across the country for 200+ locations includ
ing 12 call centers, executive offices, and wholesale and retail facilities empl
oying 3500+ people. Managed staff.
* Increased efficiency by rebuilding entire voice and data infrastructure usin
g latest telecom technology, including Avaya PBX G3R/SI and CMS, Genesys C.T.I.
and call center management software, Cisco Routers, Adtran T-3 Muxes, and DL-380
0.
* Competently managed installation of two new 500-seat call centers and establ
ished call routing applications for 2000+ toll free numbers.
* Kept costs down by using ARS programming to design, implement, and maintain
routing.
* Responsible for all firmware, service pack upgrades on Avaya G3R/SI systems as
well as Audix Voice Mail Systems company wide.
* Responsible for Circuit inventory database Including all DID, POT's 56k,DS3 fr
actional T1, T1, T3, ISDN PRI and BRI for all locations with in the company.
* Supported LEC/LD Vendor equipment for both voice and data to ensure optimal bu
siness environment.
* Installed and Maintained T1's PRI's and BRI's from multiple carriers to ensure
redundancy to Call Centers nation wide.
* Responsible for all MAC (Move add's and Changes) on the Avaya G3R/SI Platform
as well as the Audix Voice Mail both remotely and locally.
* Conducted remote or On-site troubleshooting for newly installed or existing A
vaya PBX systems.
* Project Managed Installation of new Avaya G3R and Audix Voice Mail system as
well as all cabling for site for new call center in Ardmore Oklahoma
INTER-TEL COMMUNICATIONS INC., Ft. Lauderdale and Miami, FL 1995 - 1999
Senior Field Service Technician - Designed, installed, and maintained PBX, ACD,
and C.T.I. systems for a variety of clients. Partnered with clients and sales s
taff to identify customer needs.
* Won numerous awards for outstanding performance including Associate of the Y
ear.
* Successfully completed 300+ installations of Inter-Tel Axxess and related co
mpany systems.
* Competently resolved numerous complex service breakdowns and malfunctions.
TELEPHONE ENGINEERING AND SERVICE CORPORATION, South Florida 1990 - 1995
PBX Installer / Service Technician - Participated in telecom apprentice program
while attending college full time. Earned numerous certifications.
* Gained valuable experience installing 200+ systems (Nortel, Mitel, Fujitsu,
Lucent/Avaya, Inter-Tel); earned multiple certifications.
* Consistently met aggressive customer deadlines.
CHARLES T. CHIRICO Page Four

EDUCATION
BAUDER COLLEGE, Ft. Lauderdale, FL, Associate in Electronics Engineering Techno
logy

CERTIFICATIONS/TRAINING
Avaya Definity G3, G3SI, G3R S8300, S8500, S8700 Installation and Maintenance
Octel/VMX and Intuity Installation and Maintenance - Avaya CMS
Genesys C.T.I and Call Center Management Software - All Inter-Tel Phone System
Certifications
AT&T Route-it Network Call Routing - MCI Interact Network Call Routing
T1 (Standard and ISDN) Engineering and Design - SUN T1 Test Equipment
Adtran MX2800 M13 Multiplexer - Adtran CSU products
Digital Link DL3800 Inverse Multiplexer - MCK Extender 6000
MCKPBX Gateway - Advanced Inter-Tel Axxes Installation and Maintenance
Advanced Applications in Axxesory ACD Call Routing
Advanced Axxorytalk Voicemail Installation and Maintenance (OS2)
Advanced Axxorytalk Voicemail Installation and Maintenance (Windows NT)
PBX Networks Inter-Tel Axxess Certifications
AVT Voice Mail (OS2 and NT) Installation and Maintenance - Advanced Windows NT
Workstation 4.0
Altirus Desktop and Network Management System - Tandberg Video Conference Units
Polycom Video Conference Units