Ryan Aquino
Howard Beach
Summary
Telecom Professional experienced in optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
7
7
years of professional experience
Work History
“Acting “ Telephone Services Unit Supervisor
Fire Department Of New York City
09.2023 - Current
- Monitor and address daily repair ticket reports to Verizon.
- Oversee Telephony migrations at FDNY sites •Identify FDNY sites that are ready for Verizon FiOS fiber migration.
- Submit employee timesheets
- Inventory FDNY radio circuits
- Track the disconnected circuits
- Evaluate and write Tasks and Standards for employees
- Write performance evaluations for employees
- Review vendor invoices for reimbursement
Telecom Special Service Lead
Fire Department Of New York City
11.2021 - 08.2023
- Identify FDNY sites requiring new/upgrades of telephony systems due to recurring outages or system end-of-life.
- Site Walk-Through to identify circuits required, user functional requirements and number of users.
- Review Vendor quotes for accuracy of site details, roles and responsibilities and equipment price.
- Monitor the vendor during installation, configuration and testing of new system.
- Obtain and review vendor closing package from newly installed telephony system. Ensure proper documentation of design and final cost of telephony system.
- Lead on upgrade of Medical Leave IVR/X2000 Call Director.
- Monitor alerts, open repair tickets and notify appropriate parties of outage of the ML IVR System.
- Address the needs of FDNY Sites that require special/unique functional requirements for its’ users.
- Prepare and order carrier circuits for relocations of Fire Houses/EMS Station.
- Inventory/Disconnect Carrier (Verizon) circuits.
- Perform moves, adds and changes in HQ.
- Order special features from Verizon for users both in the field and hq.
- Interact with vendor on open repair tickets
Migration Specialist
Fire Department Of New York City
03.2019 - 10.2021
- Coordinate and interact with various levels of FDNY personnel at HQ and FDNY Satellite Facilities to assess & resolve issues and to further understand end user needs and help identify “new needs”
- Report “new needs’ to Unit Supervisor as BOC Management for approval to proceed
- To coordinate with various vendors regarding new needs and implementations
- Review Vendor Proposals make recommendations to Telephone Services Supervisor
- Design and Prepare various Plans and reports relative to project activities and outside dependencies
- Help coordinate complex projects and implementations, ensuring successful completion throughout the Department
- Develop and monitor effective and efficient Project “works flows” that require participation and support from several Bureaus and Vendors
- Report Project status direct to the Unit Supervisor and BOC management.
Data Analyst
Fire Department Of New York City
06.2018 - 02.2019
- To fulfill the role as Telephone Services' Project Manager.
- Design and Prepare various plans and reports relative to all project activities and outside dependencies
- To coordinate with telephone service vendors to research service status and updates to repairs and installations.
- To work effectively with Verizon on a day to day basis, schedule work, repairs and installations of telephones services for approximately 500 FDNY facilities.
- Utilize Microsoft Access, Excel, Word, PowerPoint and Project.
Telephone Service Representative
Fire Department Of New York City
04.2017 - 06.2018
- Work effectively with Verizon on a day-to-day basis to schedule work, repairs and installations of telephones for all FDNY facilities: CMA system, to reset voice mails, change telephone system; answer x0611 calls.
- Ensure all work and repair orders are properly documented, accurately and in a timely manner.
- Coordinate with telephone service vendors to research service status and updates to repairs and installations.
- Assisted in the development and current maintenance of a detailed project schedule which includes administrative tasks for all sites involved in the project.
- Help ensure that all work and repair orders are properly and accurately documented and processed and accurately documented and processed in a timely manner.
Education
Bachelor of Arts - Psychology
State University of New York At Stony Brook
Stony Brook06.1995
Skills
- Knowledge of Telecom Carrier Systems (Plain Old Telephone System (POTS), Centrex lines and Private Branch Exchange (PBX) systems)
- Familiar with Telecom Carrier circuits (Pri's, T1, MPLS, EPL's)
- Program and configure telephone line features
Timeline
“Acting “ Telephone Services Unit Supervisor
Fire Department Of New York City
09.2023 - Current
Telecom Special Service Lead
Fire Department Of New York City
11.2021 - 08.2023
Migration Specialist
Fire Department Of New York City
03.2019 - 10.2021
Data Analyst
Fire Department Of New York City
06.2018 - 02.2019
Telephone Service Representative
Fire Department Of New York City
04.2017 - 06.2018
Bachelor of Arts - Psychology
State University of New York At Stony Brook
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