Cheryl Giacobbe is an IT Director with over 30 years of experience in telecommunications. She currently manages a team of 15 engineers at Magellan Health, where she has consolidated phone systems, reduced telecom costs by 40%, and implemented new technologies like SIP trunking and session border controllers. Prior to this, she held several telecom leadership roles at Maritz and established call center operations and systems. She has extensive experience in project management, vendor management, system implementations, and customer service.
1. Cheryl Giacobbe
43 Matterhorn Dr. 618-409-2743
Glen Carbon, IL giacobbecl@yahoo.com
IT PROFESSIONAL
Telecommunicationprofessional withbroadknowledgeof voice systems. Successful leaderknownforeffectively
managing people, projects, implementations and technology. Trusted team builder delivering results through
strong leadership, attention to details, organization, communication skills and dedication. Core competencies
include:
Project Management
Vendor Management
System Implementation
Team Leadership
Process Improvement
Troubleshooting
Customer Service
Disaster Recovery
Change Management
PROFESSIONAL EXPERIENCE
Magellan Health – St. Louis, Missouri 2010 - Present
IT Director, Telecommunications
Manage team of 15 telecommunications engineers providing telecom infrastructure for the flatten and
consolidate platform. Decommissionedinfrastructure forclosinglocations. Managedscope of work for vendor
services resources. Recruited employees, executed annual appraisals and created career development plans.
Consolidated six major phone systems to one main Avaya Communication Manager
Consolidated four separate Avaya Call Management Systems to one Avaya CMS.
Reduced telephony cost 40% in circuits and hardware by centralizing service and equipment and
implementing SIP trunking for all LD, Inbound Toll Free and DID service.
Reviewed technical configurations and designs for optimal cost savings.
Researched new technology, conducted analysis for improvements within infrastructure and provided
recommendations.
Reviews and streamlined ACD programming by the use of VDN and vector variables
Implemented advanced call routing for reduction in average speed of answer
Implemented Avaya Session Manager and Session Border Controllers for SIP infrastructure
Sr. Manager, Telecommunications June 2007-January 2009
Developed teambyassigningobtainablestretchtargetsthatimprovedskilldevelopment. Monitoredprogress
and celebrated successes, encouraging team to meet their full potential.
Implemented Asterisk audio conference bridge (freeware) saving over $300,000 annually
Collaborated on Work at Home program for company and oversaw technology for the home agent
Implemented 911 for home agents
Consolidate acquired companies phone systems to Magellan Enterprise phones system
2. Cheryl Giacobbe Page Two
Manager, Telecommunications (2006 – 2007)
Standardized phone system programming
Trained call center personnel on use of call center tools
Standardized call center programming
Developed strategy for quarterly PBX maintenance windows
Vendor management
Improved documentation and created department portal
Maritz, Fenton, Missouri
Senior Network Engineer (2002-2005)
Established and defined design and implementation standards. Mentored other team members by providing
technical andanalytical guidance. Deliveredrecommendationsandcostestimatesforstrategicplanningprocess
for short- and long-term business goals.
Implementedfirst skill-basedroutingcallcenterforMaritzcall center.. Improvedcall flow,statistical reporting
and customer service. Streamlined calls based on need, available agents and time-of-day routing.
Engagedwithbusinessunitsas subjectmatterexperttodiscusstheirbusinessneedsandwhatservicescould
be provided.
Conducted training sessions on telecommunication systems.
Designed end-user training manual.
Implemented Interactive Intelligence voice mail system
Implemented Work at Home technology
Implemented new bill back system
Certified for ISO9000
Implemented in-house Audio Conferencing system
Call Center Support Manager (1997 – 2001)
Responsible for all call center operations systemsincludingpredictive outbound dialingsystems and all disaster
call routing.
Maintained a toll free database
Standardized call flows
Standardized vectors
Advanced vectoring
Implemented Expert Agent Selection
Coordinated implementation of new call center sites
Trained staff on CMS Custom Reporting and held user training on CMS Supervisor
Sr. Telecom Engineer (1988-1998)
Responsible for all voice communication system upgrades, Tier 3 troubleshooting of all voice systems, new
implementationof newsites,trainingstaff onnew technology,reviewedcommunicationsbillsandresponsible all
remote sites
Upgraded phone system
o Upgraded all telephones to display phones
Converted all T-1 trunking to a different vendor at all sites
Upgrade IVR system
3. Upgraded Avaya CMS
Implemented large new accounts
Converted phone system from 4 to 5 digit dial plan
Phoenix Newspapers, Inc. (Arizona Republic)
Telecom Supervisor (1978-1988)
Supervised 24/7 Switchboard Operators
Responsible for Telecom Budget
Two-way radios and pagers
Phone Systems at main location and satellite offices
Vendor Management
Associations
President of Gateway Alliance of Avaya Users
IAUG Team Engagement Council
IAUG Customer Experience Council