Lynn Johnson

www.linked.com/in/ltj73918 610 283 7822 ltj73918@gmail.com

Telecommunications Information Technology Professional Telecommunications Information Technology Professional with in-depth experience overseeing voice

applications and technologies across multiple business units in US and international locations. Proven ability

to initiate, manage and support seamless technology conversions that optimize local and remote service

operations. Possess democratic/participative leadership style to attain organizational goals and objectives.

Adept at skillfully managing operational budgets and achieving realized cost savings through streamlining

processes and technology.

Strategic Planning

System Enhancements

Vendor Management

Technology Conversion

Help Desk Management

Call Center Support

Budget/Billing Administration

Contract Negotiations

Telecom Installations

Disaster Recovery support

Liaison with Business and Operations

stakeholders

COLONIAL PENN LIFE INSURANCE COMPANY, Philadelphia, PA 2009 – 2016

Information Technology Infrastructure Support

Support full range of daily operations and support for company help desk, PBX, IT systems desktop, and

call center with over 300 on-site and remote staff.

Implement policies and procedures crafted by leadership ensuring timeliness and adherence.

Resolve equipment and scheduling issues to maintain optimal operational quality.

Monitor volume and resolution of work order tickets on daily basis while meeting SLA’s.

Cross train staff internally on new systems to improve performance metrics.

Create and administer budget, monitor technology and equipment expenditures.

Manage ordering of all internal and external lines.

Centralized hardware and software contracts to reduce IT budget by 15%.

Oversee desktop standards, maintain hardware and software inventory.

ONE BEACON INSURANCE, Philadelphia, PA / Canton, MA 1998 – 2008

Voice Communications Manager

Managed functional operations and support of voice applications and technologies across multiple

business units and geographies; managed capital budgets and developed operational plans; administered

$7M voice and data budget; hardware and software procurement and contract management, network

vendor management and contract management, ensured consistent technology infrastructure service SLAs

and reliability across enterprise.

Project Management

Installed three separate LSP’s in field using HQ voice mail and four-digit dialing, via IP trunks between

all locations.

Managed 55 location PBX and peripheral redesigns to meet field office moves, changes, consolidations

and closings, on time and on budget.

Technology Conversions

Converted aging telephony infrastructure to VoIP using Avaya 8300, 8700, LSP and IP phone

deployment with ACD, CMS, call recording, SMDR and Modular Messaging.

Planned and executed conversion of Verizon Business Frame Relay and ATM to MPLS technology

achieving 22% reduction in IT infrastructure costs; negotiated supplemental addendum to provide 45%

discount off CPE equipment.

Managed conversion of two stand alone digital Witness Call Recording systems to single IP based

Verint system.

Initiated technology conversion resulting in 22% reduction in IT costs.

Cost Reductions

Leveraged Avaya Business Partners and third party resellers to reduce costs; achieved annual savings in

equipment costs of $125,000.

Service Improvement Plan for PBX reducing maintenance calls by 20% over five years, achieving a

cost savings of $150K annually.

Implemented centralized Avaya software change management improving performance standardizing

product sets across the enterprise.

Compliance

Developed, implemented, and maintained management process for all network hardware and software

changes, establishing guidelines to meet Regulatory requirements.

Technical Experience

AT&T Traffic Engineering/ Call Routing

Data / Server Training, VoIP Training

Product Expertise

o Avaya 8300, 8700, 8800 Message Manager

o Avaya Intuity Audix

o Avaya CMS

o Envision call recording & quality monitoring

o Nice call recording and IEX