JAMES MCCRAY JR.
BRANDYWINE,USA
Summary
Adept in leading cross-functional teams and driving technological advancements, I excel in personnel assessment and quantitative analysis. At the United States Senate, I spearheaded telecom projects that significantly enhanced operational efficiency. My leadership and technical prowess ensure streamlined processes and elevated performance standards.
Overview
28
28
years of professional experience
Work History
Telecom Operations Specialist
United States Senate
01.2007 - Current
- Company Overview: Senior telecommunications professional with ability in sales, design, installation, and support of voice and data technologies
- I provide direct and comprehensive support to the Senate community, aiding over 5,000 users in resolving both technical and administrative issues related to our telecommunications systems
- My core responsibilities include project management, technical direction, and leading cross-functional teams to achieve successful results
- Technical Troubleshooting: Ability in troubleshooting voice communication phones and systems, ensuring prompt resolution of escalated issues while enhancing departmental engagement
- Database Management: Keep and update multiple databases to track inventory, voice communications information, and work requests, ensuring correct and efficient data management
- Network Engineering: Currently engaged as a Cisco Unified Communications Engineer, working with Cisco and Avaya Networks to optimize telecommunications infrastructure
- Vendor Coordination: Collaborate with various vendors and Senate staff to deliver prompt and effective solutions when standard products do not meet specific business requirements
- Inventory Management: Proactively manage and augment the inventory of telecommunications equipment, planning high-impact updates across databases and analyzing the performance of all equipment, telephone lines, and data circuits
- Process Development: Developed and implemented internal processes to enhance the accuracy and efficiency of remote administration for telecommunications software
- Troubleshooting Expertise: Provide expert-level troubleshooting support to resolve complex telecommunications issues, contributing to the smooth operation of Senate communications
- Senior telecommunications professional with ability in sales, design, installation, and support of voice and data technologies
Telecom/Facilities Manager
Apex Law Group
01.2005 - 01.2007
- Developed, implemented, and kept comprehensive policies and procedures for the installation, troubleshooting, repair, and maintenance of telecommunications equipment
- In a dual role, I guide and oversee the research, evaluation, and implementation of new technologies and phone systems
- Additionally, I coordinate and conduct user training to ensure the effective adoption and use of these technologies
- Supervised and actively took part in the development, implementation, and evaluation of strategic plans, policies, systems, and procedures to achieve long-term and annual goals, aims, and performance standards
- Managed two departments—Telecommunications and Facilities—training over 150 users in all aspects of phone system operations to ensure ability and best use
- Managed the security guards, receptionists, and cleaning crew
- Found and implemented strategies that enhanced the reliability of interoperating infrastructure, improving the transmission of daily information and operational efficiency
- Worked extensively with Nortel System 61C, including voicemail administration and ACD management, ensuring seamless communication solutions
- Leveraged ability in T1/DID routing to troubleshoot and resolve issues related to both voice and data circuits, minimizing downtime and keeping service quality
- Led customized training sessions for users across all systems, promoting effective use and understanding of telecommunications tools
- Conducted thorough reviews of completed projects to verify that goals were met, ensuring alignment with organizational goals
- Oversaw the development and modification of various telecommunication services and systems to adapt to evolving business needs
- As the facilities manager I oversaw all aspects of building functions and guarantees the safety and functionality of all facilities
Telecom Engineer
RS Information Systems Inc.
01.2004 - 01.2005
- Headed complex IT projects with a significant focus on reviewing telecommunications operations for the Federal Aviation Administration
- Continuously assessed specific business implications and implemented various technology initiatives
- Chaired technical resolutions and provided customer support
- Supported the Federal Aviation Administration by managing 36 Nortel PBX switches (31C and 81C), ensuring best telecommunication services for FAA operations across the United States
- Oversaw T-1 line management, including handling moves, adds, and changes (MACs) requests through remote dial-in and voicemail systems for FAA employees nationwide
- Ensured adherence to standards of technical excellence within the department by proactively keeping abreast of technical updates and system upgrades, thus enhancing operational efficiency
- Provided remote diagnostics for fault resolution through secure remote access, serving as a liaison between technical teams and customers to ease effective communication and issue resolution
Telecom Technician
The Advisory Board Company
01.1999 - 01.2004
- Diligently conducted thorough telecom equipment and systems reviews to deliver comprehensive analysis and audits
- Additionally, I conducted root cause analyses to enhance configurations, software upgrades, and troubleshooting processes
- Moreover, I assessed customers' requirements and implemented telecommunications systems to meet their expectations
- Performed installations, repairs, upgrades, maintenance, and troubleshooting of telecommunication equipment serving 600 users across three locations, ensuring reliable communication services
- Recognized by management for the swift assessment of service changes and the immediate handling of new service requests, proving efficiency and responsiveness
- Facilitated moves, additions, changes, and cross-connects within the building to improve telecommunications infrastructure and enhance user experience
- Remained updated on emerging technologies and best practices to elevate the company’s installations and overall performance
- Investigated and resolved numerous customer complaints daily, prioritizing prompt and effective solutions to enhance customer satisfaction
Client Support Specialist
Xerox Corporation
01.1997 - 01.1999
- Team leader for job site
- Manage/Complete all incoming print jobs to client specifications
- Ensure that all aspects of job requirements/instructions and other relevant information is checked and correct prior to starting print production
- Coordinate inbound pickups from USPS/UPS/FedEx/DHL
- Monitors the parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items, including waste toner bottles
- Monitors Call / Support Center activity to ensure service response requirements are met and that parts arrive in support of dispatched service technicians at the appropriate place and time
- Manages the collection of periodic meter readings, including review and validation
- Works autonomously within established procedures and practices
- Communicates directly with internal and Client's Senior Management
Education
Some College (No Degree) - History
Tacoma Pierce College
Tacoma, WASome College (No Degree) - Criminal Justice
City College of Texas
Pirmesens GermanyTactical Wire Operations Specialist Course -
United States Army
Skills
- Personnel assessment
- Experience in leadership
- Quantitative skills
- Program evaluation
Professional Development
- Certified in Net-Plus Telecom Systems
- Nortel Symposium Call Center and Management Course
- Avaya Communication Server 2100
- Completed 122 online Avaya courses through S3 University
- Cisco Unified Training Course
- Zoom for Government Training
- Communications Security
- Microsoft Teams
- Webex
- Time Management course
- Managing Chaos tools to set Priorities and make decisions under pressure course.
- Essentials of Project Management for the Non-Project Manager
Timeline
Telecom Operations Specialist
United States Senate
01.2007 - Current
Telecom/Facilities Manager
Apex Law Group
01.2005 - 01.2007
Telecom Engineer
RS Information Systems Inc.
01.2004 - 01.2005
Telecom Technician
The Advisory Board Company
01.1999 - 01.2004
Client Support Specialist
Xerox Corporation
01.1997 - 01.1999
Some College (No Degree) - History
Tacoma Pierce College
Some College (No Degree) - Criminal Justice
City College of Texas
Tactical Wire Operations Specialist Course -
United States Army
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