BILLY R. BUGG

 

CAREER OBJECTIVES

 

Obtain a career position in telecommunications management with an organization which will effectively utilize extensive telecommunications background, experience, training and skills.

  

SUMMARY

 

An experienced professional with over thirty years of comprehensive experience and a solid understanding of a diverse range of telecommunications and data technologies and applications. A Telecommunications Systems Specialist experienced with multiple systems including: Avaya/Lucent, ESI, Vodavi and others.  Demonstrated ability to coordinate, evaluate, and manage resources for timely and successful project completion.  High-caliber presentation and communication skills including: the ability to simplify complex technical concepts for target audiences.  Well versed with Windows and Microsoft Office applications (Word, Excel, Power Point, Front Page, Publisher, Outlook) along with an extensive computer background including: networking, hardware, software and website design and implementation.

 

PROFESSIONAL EXPERIENCE

 

Estech Systems, Inc. (ESI)                     Plano, Texas                                              2007 to Present

• Technical Support Call Center Supervisor and Training Coordinator: First Level Management in a Technical Call Center Department. Coordinate and supervise the day-to-day workflow for a team of technical call center analysts. Monitor productivity and ensure staff compliance with all ESI policies and procedures. Exercise leadership as well as supervision of my assigned team.  Provide feedback to upper management regarding the application of human resources policies and procedures.  Troubleshoot advanced technical issues and customer concerns referring complex issues to engineering or management as needed. Oversee training of new hires, ensuring full understanding of departmental and company procedures as well as individual job responsibilities. Provide coaching for team members. Provide recommendations with regard to performance appraisals, promotions, salary increases and disciplinary actions to subordinate employees. As Training Coordinator, I teach the CCNT Certification course, The ESI Certified Network and Convergence Professional Courses, (based on CompTIA Network+ and Convergence+), Customer Service Essentials training, Master Tech, Digital and IP Systems and new beta products.

Estech Systems, Inc. (ESI)                     Plano, Texas                                              2006 to 2007

• Field Services Engineer: Provide systems analysis, engineering, programming and product support to a national network of independently owned Telecommunications Interconnects on ESI system products including the Communications Server (Converged VoIP Communications Platform) and Class Systems. Support on Presence Management (RFID), VIP Line of PC Phone System Integration applications, ESI-Link IP Networking and Local/Remote IP Phones.  When normal telephone or remote access support is not enough I travel up to 25% of the time to various vendor and customer locations to provide On-Site Engineering and Hardware Support.   

TeleManagement Systems                      Lancaster, Texas                                       2000 to 2006

• Owner/Operator: Owner of a Telecommunications Interconnect Company specializing in AVAYA Definity and Communications Manager Sales, Service, Installation and Project Management. Configuration, planning, design, installation and repair of telecommunications services and equipment for customer facilities. Managed contractors and other vendors as need to complete projects.  Provide technical assistance on complex Definity systems applications.

• Accomplishments: Serviced the communications needs of a Division of an International Aerospace Company.  Designed, Sold and Implemented a new Definity G3r serving as the Center of a DCS/UDP Network of switches.  Designed and Programmed the AAR routing to allow locations in Dallas and New Jersey to share the Centralized Intuity Audix and provide 4 Digit Dialing between locations. Designed and programmed multiple ACD Call Centers throughout the organization using the Call Vectoring Capabilities of the Definity Systems. Programmed the PRI/T1 Services including the ARS Routing Tables.  Build Auto-Attendants and other complex applications using the Intuity System and Call Vectoring capabilities of the Definity.  Installed CM2 ProLogix and Intuity LX for regional offices and worked with the customers implementation team on the Communications Manager 3 system upgrade replacing the G3r Dual Processors with the S8720 Media Server and integration with existing MCC Media Gateway, adjunct hardware and station equipment.

Eagle Network Services                          Dallas, Texas                                             1992 to 2000

• Operations Director: Manage the operations, technical and sales staff of a Telecommunications Interconnect Company.  Designed and Implemented Communications Solutions for customers. Responded to RFP and other bid requests from customers, assign work responsibilities and coordinate the installation of services and equipment including Definity PBX and OcTel VoiceMail Systems.  Provided technical and engineering assistance for sales personnel and project management on systems and services. 

• Accomplishments: Helped move the company from a cabling contractor to a full interconnect providing equipment and networking solutions to our customers.  Working together, our sales team and technical staff won the contract to provide a Definity Communications Solution to Texas Christian University.  This project placed multiple EPN Cabinets throughout the campus on the Duplicated Definity Center Stage Switch allowing the placement of phones in every Dorm Room and Campus Office. Worked with multiple systems and vendors to provided Phone Service, Voice Mail, Local, LD and 911 Services with monthly billing capabilities to the university and continued to provide switch maintenance and support after project completion.

Southwestern Life / ICH                        Dallas, Texas                                             1987 to 1992

• Communications Manager: Managed all aspects of the System 85/Definity G2 communications equipment: System Hardware, Programming, Voice Network Services, LAN hardware and cable resources.  Assigned work responsibilities to communications staff, evaluated and implemented new services, technologies and equipment, prepared Requests for Proposal, negotiated contracts with vendors and recommended implementation strategies to Executive Management. 

• Accomplishments: Cut the overall communications budgeted expenses over $3 Million per year while improving customer satisfaction and employee productivity.  Negotiated multiple System 85 system upgrades and enhancements including the upgrade to the Definity G2 system.  Implemented the 1^st installation of an OcTel Maxum Voice Mail System in the State of Texas.  Utilized the capabilities of the Definity G2 and the OcTel Maxum to provide better call flow and handling to better serve our customer calling needs.  Implemented Systems Management, Traffic Analysis, and Call Accounting systems to gain better control of service levels and needs.  Implemented ACD Call Groups for Customer Service Departments provided reporting for all Call Center Managers.  Negotiated network services with LD Carriers and Local alternate Fiber Distribution Carriers to provide better and more cost effective communications.

AT&T / Southwestern Bell                     Dallas, Texas                                             1974 to 1987

• Data Systems Technician: Provide national field service support on AT&T Data Equipment.

• PBX Systems Technician: Installed and Maintained Business PBX Communications Systems.

• Services/Repair Technician: Installed and Maintained Business Telephone Equipment.