Susan M. Wing
Fond du Lac,WI
Summary
Results-driven Telecommunications Engineer with expertise in managing communication systems and leading teams. Skilled in troubleshooting, vendor collaboration, and implementing cost-saving strategies to enhance service reliability and customer satisfaction. Experienced in training users on telephone equipment and voicemail features. Committed to delivering exceptional customer service and thriving in fast-paced environments while adapting to changing demands.
Overview
39
39
years of professional experience
Work History
Telecom Engineer, Collaboration & Communications
Brunswick Corporation
Fond du Lac, WI
02.2013 - 07.2026
- Manage and maintain phone systems including Nortel, Avaya, Mitel, RingCentral, and Microsoft Teams.
- Support enterprise-level unified communications platforms, ensuring reliability and uptime across multiple systems.
- Troubleshot and resolved telecom trouble tickets, escalating issues to minimize business disruption.
- Analyzed system performance data to identify and resolve connectivity issues.
- Collaborated with cross-functional teams to enhance network performance and reliability.
- Performed regular maintenance on telecom equipment, ensuring optimal functionality and reliability.
- Provided technical support and guidance to team members on telecom projects.
- Ensured compliance with industry standards and regulations in all telecom operations.
- Performed system monitoring and performance tuning of the telecom systems.
- Assisted in designing, deploying and managing new telecom projects.
- Managed and improved equipment at different locations.
- Resolved network connectivity issues by troubleshooting LAN and WAN connections.
- Provided high-level customer service to end users, resolving telecom issues and guiding through solutions.
- Managed cellular devices for the organization, including smartphones, tablets, and MiFi hot spot devices.
- Provided training to users on how to use the telecom systems efficiently.
- Initiated cost-saving measures in telecom operations through analysis and implementation of improvements..
- Identified areas of operation that need upgraded software, voicemail and telephone equipment.
Telecommunications Manager
Vista Health System
Waukegan, IL
01.2008 - 02.2012
- Managed telephony connectivity for two hospitals and 17 off-site facilities using Nortel Option 61C/81C PBX and Meridian Mail.
- Implemented a new Avaya CS1000 PBX replacing a 30-year-old Nortel system with minimal issues.
- Reduced telephone billing costs by over $100,000 through AT&T.
- Coordinated a physician answering service supporting 200+ clients.
- Managed front-end operations to ensure high-quality customer service and operational efficiency.
- Contributed to strategic planning for hospital communications and operations to enhance service delivery.
- Programmed pagers and tracked costs to optimize communication resources across the organization. Highlighted key accomplishments in communications operations.
- Collaborated with major vendors including AT&T, Verizon, Sprint, Ascom, Sound Inc., Amcom Software, and others.
- Served on Patient Satisfaction, Environment of Care, and Emergency Preparedness committees.
Communications Supervisor
Vista Health System
Waukegan, IL
05.2002 - 01.2008
- Managed daily operations of Communications department to ensure effective communication strategies and services.
- Recruited, trained, and supervised 17+ operators and one PBX technician.
- Oversaw telephone billing, negotiated contracts, and coordinated cellular services to optimize departmental resources.
- Developed administrative expertise in Nortel Option 81C during PBX upgrade to enhance system capabilities.
Senior Communications Operator
Victory Memorial Hospital
Waukegan, IL
10.1997 - 05.2002
- Oversaw daily operations of Communications department to maintain effective communication flow.
- Facilitated physician answering service operations to enhance response times and service efficiency.
- Coordinated staff scheduling to ensure optimal shift coverage for seamless service delivery.
Communications Operator
Victory Memorial Hospital
Waukegan, IL
04.1987 - 10.1997
- Coordinated emergency codes during critical situations, ensuring adherence to safety protocols and timely responses. and alarms, working closely with Security.
- Managed incoming, internal, and external calls for hospital and answering service, facilitating efficient communication.
- Delivered messages to physicians promptly while maintaining equipment functionality by replacing broken phones.
Education
High School Diploma -
Zion Benton High School
Zion, IL01-1984
Skills
- Telecom engineering
- Telecom management
- Unified communications support
- VoIP support
- Technical support
- Network troubleshooting
- Troubleshooting
- Systems integration
- Telecom emergency protocols
- Telecom continuity planning
- Next-gen telecom solutions
- Equipment monitoring
- Performance tracking
- Cost analysis
- Data analysis
- Billing systems
- Vendor management
- Vendor collaboration
- Customer service strategy
- Team management
- User training
- Cross-functional teamwork
- Expert troubleshooting
- Problem resolution
- Service quality management
- Analysis and resolution
- Effective communication
- Relationship management
- Time management
- Adaptability
- Learning mindset
- Critical thinking aptitude
- Support experience
- Analytical problem-solving
- Carrier circuits
- Analysis and resolution
- Carrier circuits
Timeline
Telecom Engineer, Collaboration & Communications
Brunswick Corporation
02.2013 - 07.2026
Telecommunications Manager
Vista Health System
01.2008 - 02.2012
Communications Supervisor
Vista Health System
05.2002 - 01.2008
Senior Communications Operator
Victory Memorial Hospital
10.1997 - 05.2002
Communications Operator
Victory Memorial Hospital
04.1987 - 10.1997
High School Diploma -
Zion Benton High School