Leslie V. Riley is seeking a position that allows her to utilize her skills in customer service, troubleshooting, communication, and problem solving. She has over 30 years of experience in technology roles, most recently as a Senior IT Analyst at Altria Client Services where she managed vendors, equipment, projects, and compliance. Prior to that, she held various technical and customer support roles at Lucent Technologies/AT&T Paradyne and other companies. She has a background in digital and analog circuits, microprocessors, communications, and video systems from her education at DeVry Technical Institute.

1. Leslie V. Riley
2900 Burley Ridge Terrace
Chester, Virginia 23831
804 717 8261 Home; 804 301 2242 Mobile
Objective: To work for a company that will provide me with the opportunity to leverage my work
skills related to customer service, hands on troubleshooting, communications leadership,
and diagnosing technical and non technical problems.
Professional Altria Client Services February 1999 to March
2016
Experience: Richmond, Virginia
Senior Analyst Technology
Senior IT Analyst with experience managing vendors, equipment installations,
contracts, processes, mini-projects, network operations, compliance, inventory, assets,
procurement, and adherence to internal policies and procedures per company
guidelines.
Technology includes Voice (Cisco VoIP, Cisco Contact Center, Legacy PBX phone
systems), Data (LAN/WAN, Firewall, IT and Physical Security systems), Video and
Videoconferencing systems, Wireless, and Radio technologies. Collaborating with
internal and external business organizations, including Executive Senior Leadership
Team at Corporate Headquarters. Managing and coordinating resources for projects,
operations, and internal and external escalations.
Lucent Technologies/AT&T Paradyne September 1986 to February
1999
Richmond, Virginia
On-Site Customer Specialist July 1996 to February
1999
Experienced on-site local support engineer at Philip Morris USA. Responsible for
equipment installation, troubleshooting, repair, and updating customer and employer
management teams. Coordination and overseering remote vendor support services,
maintenance visits, and managing inventory provided by equipment suppliers.
Managed AT&T, Sprint, and Verizon Telco Services.
Customer Service Engineer September 1986 to July
1996
Trained in Analog and Digital Communications. Responsible for installation,
configuration, testing, and repair of equipment. Coordinating the installation,
troubleshooting, repair, and escalation of Telco services. Coverage areas include
Virginia, New Jersey, Eastern Pennsylvania, Delaware, and Northern Maryland.
Project Manager I October 1993 to September 1994
Responsible for managing communications projects from initial phase to closure.
Ensuring a complete business solution is obtained to the customer’s satisfaction and
coordination and management of projects for major and national business accounts.
Arcata Associates, Inc. May 1984 to September
1985
Nellis Test Range, Nevada
Television Ordnance Scoring System Technician
Ford Aerospace Communications Services, Inc. July 1981 to May
1984
Nellis Test Range, Nevada
Operations and MaintenanceLead Technician

2. Burroughs Corporation June 1980 to June
1981
Piscataway, New Jersey
Junior TechnicianGroup Leader
Education: DeVry Technical Institute Graduated June
1980
Woodbridge, New Jersey
Electronics Technician
Concentration in Digital and Analog circuit analysis, microprocessors,
communications, video systems, and technical laboratory.
Professional Altria Client Services February 1999 to
Present
Training: Philip Morris, USA
Richmond, Virginia
Classes/Seminars
Appreciating Differences (Diversity) November 10, 2015
Deploying Cisco Unified Contact Center Express Software v9 March 16, 2015
Administering Unified Contact Center Enterprise v8.0 CVP and IP July 14, 2014
Cisco Unity Connection Administration v9.0 July 17, 2014
RFS Initiation Training June
24, 2014
Microsoft Project 2010 Level 1 June 23,
2014
Configuring, Managing and Maintaining Windows Server 2008 October 8, 2012
How to Gather and Document User Requirements January 2,
2012
RTT-Requirements, Testing and Traceability November 10,
2010
Introduction to Networking October 20, 2009
Effective Business Writing Class September 26, 2008
Cisco VoIP and IP Telephony Call Centers (BCR) July 11-12, 2007
Total Vendor Management Class
March 2006
Understanding Network Fundamentals (Global Knowledge) November 6-9, 2006
Wireless Technology, Computer Emergency
Response Team (CERT), WAN Technology and
Critical Security Vulnerabilities (SANS Institute) July 21-
22, 2003
EEI Technical Writing Class January 30-31,
2002
Visio Enterprise 2000 Network Documentation March 26-27, 2001
Project Management Methodology (Philip Morris USA) June 15-16,
2000
Basic Intuity Audix Voicemail Administration (Lucent) June 7,
2000
Definity Release 6.0 Telephone Administration (Lucent) June 7,
2000
Definity Enterprise Communications Server (Lucent) July 14,
2000
CentreVu Supervisor Administration (Lucent) July 20,
2000
Priority Planning Workshop (Pritchard & Associates) September 30, 1999
Priority Management Workshop (Pritchard & Associates) June 05,
1999

3. Understanding PBX Systems & Technologies (BCR) April 19-21,
1999
Paradyne/AT&T Paradyne September 1986 to September 1994
Trevose, Pennsylvania
ClassesSeminars
Introduction to Project Management, (MS6310) 3600 DSU
Training
International Standard Organization, (ISO 9000) Statistical
Multiplexers
Continuous Improvement Training Low/High Speed Modems
Quality Service Skills Class Digital Data
Communications
LANWAN Interworking Time Division Multiplexer
(TDM)
MS Office Excel Data Communications
Fundamentals
High Speed Telco Services
References: Available upon request