1. M JANE RICHARDSON (256) 232-4695
26003 Cabbage Ridge Road jane4695@gmail.com
Elkmont, AL 35611
https://www.linkedin.com/in/mjanerichardson
SUMMARY
Services Professional with extensive experience in maintaining and supporting customer
telecommunications systems for multiple clients via remote call center environments and on-site support.
Proven leader delivering innovative and cost effective solutions.
Expertise Tech Support/ Problem Solving, Programming/Application Support, System
Manager/Admin, Systems Monitoring, VOIP and Messaging Administration, Project
Management, Technical Training, Database Administration
Systems Avaya Aura, Modular Messaging, Communications Manager,Nortel CallPilot, UM2K.,
and Meridian R11.
PROFESSIONAL EXPERIENCE
HEWLETT PACKARD ENTERPRISES,Palo Alto, California 2014- 2016
Services Associate
Provided daily remote CFT MAC and Incident support for multiple customers across multiple
platforms like Avaya Aura,Modular Messaging, Communications Manager, Nortel CallPilot and
UM2K. Work was received via call center,Matrix, Remedy, and Outlook. Developed and
maintained documentation and procedures for customer MAC work and database administration.
Lead US CFT for Nortel UM2K. Exceeded SLAs and consistently received accolades from
customers. Supervisor quote, “You really took the bull by the horns in deepening your skills in the
systemnot being afraid to learn quickly, on the fly and under pressure. That is a seasoned
engineerif I have ever seen one.”
Developed documentation and provided training for US co-workers. This ensured cross-training
of support center and increased customer satisfaction.
Attained lead support role for new customer by learning customer platform and aggressively
providing support, identifying, clarifying, and improving processes. This significantly improved
customer satisfaction.
AVAYA INC. 2009-2014
Senior Technical Specialist
Santa Clara, CA
Remote support for MACs and Incidents for release 11, CallPilots, and UM2K US customers. Lead
UM2K administrator. Wrote and maintained documentation and procedures. UM2K trainer for co-
workers in US and India. On-site tech for client on all telco/voice and premises security needs.
Developed documentation and provided training for US and India co-workers. This ensured
cross-training of support center and increased customer satisfaction.
Provided consultation support for weekly customer issues call. Communicated issues to team and
implemented resolutions to mitigate future issues thus increasing customer satisfaction.
Developed testing procedure for client post patching and upgrades that enabled our support team
to identify issues. Proactively monitored databases for capacity to avoid performance issues.
2. Jane Richardson Page Two
Jane4695@gmail.com
NORTEL NETWORKS 2002-2008
Network Administrator
Mississauga, Canada
Local and remote support on MACs and incidents for CSC Siemens and CallPilot systems prior to their
installation of Nortel PBXand VOIP UM2K systems. UM2K program lead for project ‘migration’ 80+
locations. Primary US voicemail support.
Designated lead programmer for implementation of new carrier grade VOIP voicemail server for
customer. Project implementation spanned six months and required weekly over time on an
aggressive time table. This enabled the customer to see significant savings and implement
consolidated remote maintenance and support.
COMPUTER SCIENCECORPORATION 1996-2002
Senior Technical Support Engineer
Athens, AL
Local technical support for desktop, laptop, telecom, security system, and video support. South Region
Telecom Lead. Various soft skills.
Implemented training program for co-workers at US customer sites. This improved on-site
support and increased end user productivity.
Received Outstanding Achievement Award 1998.
Received CSC Excellence Award 2001.
ADDITIONAL EXPERIENCE
MSI, INC
Telecommunications Specialist
Authorized Sales Representative for Bell South
Sales consultatant for PBX, Key, Hybrid, Voice Mail, TAPI,Call Accounting, ISDN, security
systems, and paging for the commercial client.
EDUCATION/TRAINING
Bachelor of Science, Personnel Management
Athens State, Athens. AL
INSTRUCTOR LED TRAINING and COMPUTER BASED TRAINING
Avaya Aura, Modular Messaging, and Communication Manager
Nortel Unified Messaging 2000, Meridian PBXand CallPilot
VOIP ProtocolTechnologies
Networking for Messaging Systems
Nortel BARS/NARS x11 Release 25, Call Pilot System Administration, and Application Release 1.07
Mitel 1050, 2000 PBXplatform
Bell South certification courses on ESSE, Syncronet, Megalink, and Multiserv
Bell South Data Services Course
Advance Troubleshooting, Maintaining & Upgrading PC’s
ITIL 2011 Edition Overview Certificate and Benefits
3. References:
Sergio Presas
Hewlett Packard Enterprises Services Associate
*recent co-worker
5209 Gibson Dr, The Colony, TX 75056
Work: 972-745-6145
Cell: 214-405-4216
Email: sergio.presas@hpe.com
Email: presass@yahoo.com
Laura Clark
AT&T Professional-Network Design Engineer
*recent client and former co-worker
3170 Fairview Park Drive Falls Church, VA 22042
Work: 571-228-2383
Cell: 703.641.2151
Email: Lc876m@att.com
Email: Gibson2151@yahoo.com
Grace Vona
Centennial College Information Technologies Manager
*recent client
941 Progress Avenue,Toronto, ON M1G 3T8
Work: 416-289-5000 ext. 2096
Email: gvona@centennialcollege.ca
