Cheryl Giacobbe43 Matterhorn Dr. 618-409-2743Glen Carbon, IL giacobbecl@yahoo.com

IT PROFESSIONAL

Telecommunication professional with broad knowledge of voice systems. Successful leader known for effectively 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, TelecommunicationsManage team of 15 telecommunications engineers providing telecom infrastructure for the flatten and consolidate platform. Decommissioned infrastructure for closing locations. Managed scope 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 variablesImplemented advanced call routing for reduction in average speed of answerImplemented Avaya Session Manager and Session Border Controllers for SIP infrastructure

Sr. Manager, Telecommunications June 2007-January 2009Developed team by assigning obtainable stretch targets that improved skill development. Monitored progress

and celebrated successes, encouraging team to meet their full potential.Implemented Asterisk audio conference bridge (freeware) saving over $300,000 annuallyCollaborated on Work at Home program for company and oversaw technology for the home agentImplemented 911 for home agentsConsolidate 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 and analytical guidance. Delivered recommendations and cost estimates for strategic planning process for short- and long-term business goals.

Implemented first skill-based routing call center for Maritz call center.. Improved call flow, statistical reporting and customer service. Streamlined calls based on need, available agents and time-of-day routing.

Engaged with business units as subject matter expert to discuss their business needs and what services could be provided.

Conducted training sessions on telecommunication systems.Designed end-user training manual.Implemented Interactive Intelligence voice mail systemImplemented Work at Home technologyImplemented new bill back systemCertified for ISO9000Implemented in-house Audio Conferencing system

Call Center Support Manager (1997 – 2001)Responsible for all call center operations systems including predictive outbound dialing systems and all disaster call routing.

Maintained a toll free databaseStandardized call flowsStandardized vectorsAdvanced vectoringImplemented Expert Agent SelectionCoordinated implementation of new call center sitesTrained 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 implementation of new sites, training staff on new technology, reviewed communications bills and responsible all remote sitesUpgraded phone system

o Upgraded all telephones to display phonesConverted all T-1 trunking to a different vendor at all sitesUpgrade IVR systemUpgraded Avaya CMS

Implemented large new accountsConverted phone system from 4 to 5 digit dial plan

Phoenix Newspapers, Inc. (Arizona Republic)

Telecom Supervisor (1978-1988)Supervised 24/7 Switchboard OperatorsResponsible for Telecom BudgetTwo-way radios and pagersPhone Systems at main location and satellite officesVendor Management

AssociationsPresident of Gateway Alliance of Avaya UsersIAUG Team Engagement CouncilIAUG Customer Experience Council