1. Marci L. Lenox
13919 Dovehunt Place, Charlotte, NC 28277 | (980)-200-9378 | mllenox@gmail.com
An experienced and effective leader in the telecommunications industry with more than 16 years of
experience in supporting and maintaining contact center solutions at a Fortune 100 company. Experienced
in dealing with real-world situations under stressful conditions. Hands-on technical leader with the ability
to guide the engineers to root cause and resolution. Ambitious leader who creates strategic alliances with
organization leaders to effectively align with and support key business initiatives. Builds and retains high
performance teams by hiring, developing and motivating skilled professionals.
Technology/Skill Sets
Avaya CM Avaya CMS Avaya IQ Avaya Aura SM
Avaya AESCTI Avaya Voice Portal Avaya MM Avaya MPP
Avaya CPOD Avaya One-X Aspect CSS Aspect Contact Server
Aspect ePro Dialer Aspect eWFM Acme Packet SBC ITIL
Nice Nuance Realspeak SIP Witness
Professional Experience
Charter Communications Charlotte, NC 2008 to Present
Charter is the second-largest cable company in the US with operations in 28 states and 8 international
countries over 14 million customers generating $17.9 Billion in annual revenues.
Director of Telecommunications – Corporate
Oversee a staff of 32, Managers, Tier I, Tier II and Tier III engineers for Charter’s telecommunication
enterprise systems at 24x7, 365 operations team. Manage vendors to reduce overall spending and optimize
value of services. Regularly interact with executives, department heads and business owners across the
organization regarding telecommunications activities to plan and budget. Communicate effectively with
internal clients to identify current and future support needs to formulate strategies to help them to achieve
their goals. Create and manage the annual budget for all corporate telecom expenses and provide budget
guidance to the regions. Manage the company’s operations, plans, policies, procedures, and
transition/migration plans as it pertains to telecommunications. Ensure that departmental initiatives are
consistent with the overall company goals and objectives. Set operational and/or performance goals for
each department which are achievable and tied to long-term corporate goals.

2. Bright House Networks/Time Warner Cable Orlando, FL 2000-2008
Bright House Networks is a privately owned company that was a spin-off of Time Warner Cable and is the
seventh-largest cable company in the US with over 2.4 million customers generating $14.8 Million in
annual revenues.
Sr. Telecommunications Manager
Responsible for the daily operation of 7 call centers and 28 Administrative offices in the Central Florida
and Alabama Divisions of Bright House Networks. Installation, implementation and maintenance of the
Central Florida and Alabama Division internal infrastructure to support a converged VoIP network.
Worked with the network team to use Avaya best practices of VLAN’s. Planned and designed the move of
the NOC to a new location, moving all telecommunication servers without dropping or giving a busy signal
to any customers. Developed and implemented processes for telecommunication projects provided by the
Customer Care department. Mentor my team and in order to be able to support the intricate infrastructure.
Ability to work with all levels of employees providing outstanding service recognition. Demonstrates on a
daily basis the ability to work under extreme pressure.
Disney Cruise Line Orlando, FL 1998-2000
Disney Cruise Line launched their product in 1998 with 1 cruise ship, 30 member on shore support staff
growing to 200 agents.
Telecommunications Administrator
Daily adds moves and changes for a 200 seat call center and 50 administrative phones. Provided the
executives with daily and weekly reports. Performed as back up to the scheduling manager during
vacations and sick days.