SHERYL PERRY10011 NW 83rd Street 954-727-1765Tamarac FL 33321 sheryl.perry@comcast.nethttp://www.linkedin.com/in/sherylperry

SUMMARY

Detail oriented Voice Services IT Professional with extensive experience in Cisco VOIP and PBX systems administration along with circuit provisioning. Experience in defining project specifications, establishing project goals and deliverables. Possess organization and communication skills with high level customer focus, analytical, troubleshooting and problem solving skills. Reputation for maintaining a high level of confidential responsibilities. Team player with a strong work ethic and collaborates well with all levels from executive management to staff.

AREAS OF EXPERTISE

• 15+ years in IT Field• 13 years ACD Administration• 13 years PBX Administration• 3 years Cisco VOIP

Administration• Trainer On End User Equipment• 5 years International Experience

• SBI Top Secret & NATO Secret Security Clearances

• Writing Technical Procedures, User Manuals

• Documentation & Record-Keeping• Creation & Analyzing Statistical Reports• Circuit Provisioning

TECHNICAL PROFICIENCY HIGHLIGHTS

TELCO Administration, planning, connectivity, cabling, wiring, PBXs and VOIP. Ordering and provisioning of MPLS, Metro Ethernet, DS3 and T1 circuits.

Operating Systems Cisco Call Manager 5.0 / 5.1 / 6.1, Cisco Unity, Cisco IP Communicator, Cisco Unified Personal Communicator, Cisco MeetingPlace, Cisco IPCC

Application Software MS Office Suite 2003 / XP/ME / 2000/97, MS Outlook, MS Word, MS Excel, MS Visio, MS Access, MS PowerPoint, Siemens 9006, Siemens 9005, Siemens Phonemail, Rockwell ACD, ProComm Plus, RightFax and AS400 Order Entry

PROFESSIONAL EXPERIENCE

OFFICE DEPOT, INC., Boca Raton, FL 1995 - 2009Office Depot has annual sales of $15.5 billion and employs 52,000 associates globallySenior Systems Analyst (1999 - 2009)Responsible for all voice system service-related issues, moves, adds and change requests for 1200+ locations across North America. Supported voice communications for two offices in China and five offices in Europe. Planned, designed, coordinated and managed company projects in and out of IT scope. Developed and maintained relationships with internal customers, business partners and vendors.

• Managed service tickets through direct system interface resulting in expedient problem resolution and increased revenue through reduction in vendor requests.

• Accomplished wiring changes, installation, and repairs reducing the cost associated with overhead from vendor requests.

• Facilitated planning and implementation for relocation of 2300+ employees, equipment and voices services without service interruption or loss of man hours.

• Eliminated unnecessary toll free and conferencing services which resulted in $250K savings annually.• Organized and conducted classroom and web-based training for end user voice services, reducing the

requirement for external resources.

• Developed written training materials, published on the company intranet which resulted in significant cost saving through reduction of help desk calls from customers.

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• Designed global profile numbering scheme for Cisco MeetingPlace conferencing solution which was adopted as the company standard.

• Prepared statistical reports for team projects, service level breaches and managed vendor requests which reflected comparative cost analysis.

• Collaborated with Loss Prevention identifying misuse of resources which aided in revenue growth through customer education.

• Processed orders to major telecom carriers for MPLS, Metro Ethernet, DS3, and T1 circuits and assisted in the creation of a centralized data base for all circuits resulting in elimination of redundant services and adding to overall cost avoidance.

• Established Voice Over IP (VOIP) Service Level Agreement (SLA) which was adopted as standard.

ACD Systems Administrator (1996 - 1999)Responsible for system administration of ACD, PBX and voicemail systems in support of 200+ call center employees and management staff. Developed and maintained relationships with internal customers and vendors.• Managed service tickets through direct system interface which resulted in inexpedient problem resolution and

increased revenue through reduction in vendor requests.• Monitored monthly telephone bills identifying any misuse of service which ultimately resulted in cost

avoidance and revenue growth.• Accomplished wiring changes, installation, and repairs reducing cost of overhead from vendor requests.• Maintained MS Access database for voice services allowing for accurate management reports.

Customer Service Representative (1995 - 1996)Responded to customers placing orders and reporting problems with orders and deliveries. Developed and maintained centralized database of researched product information.

NORTHERN NEVADA MEDICAL GROUP, Reno, NV 1993 - 1994 One of the largest healthcare management companies in the nationFront Office ReceptionistResponsible for patient check-in, scheduled appointments, filed patient records and collected payments for visits.

THE WELLNESS PLAN, Detroit, MI 1992 - 1993 Nonprofit HMO organizationSupervisor, Company OperatorsDirect reports - eight telephone operators. Responsible for personnel supervision, maintained personnel records, conducted new hire interviews, job analysis and maintained proficiency reports. Conducted training classes for six facilities. Installed and maintained telephone equipment for the hearing disabled employees and patients.

US AIR FORCE 1981 - 1991Telecommunications Systems SpecialistAccomplished troubleshooting and circuit restoration for all system outages. Conducted in-service and out-of-service testing to ensure circuit levels were maintained within government standards. Maintained SBI top secret and NATO secret security clearances. Published technical article in Air Force publication. International experience working with external vendors.

CERTIFICATIONS / COURSEWORK

Certification: Cisco Call Manager Administration • Cisco Unified Voice Messaging / UNITY • Cisco MeetingPlace Administration • Siemens 9005 and 9006 Administration • Siemens Phonemail Administration

4 Year Electronics Program: Telecommunications Control Specialist, USAF

Coursework: Network+, CCNA, New Horizons, Plantation, FL