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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
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
 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

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Giacobbe - Resume May 2016

  • 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