PETER R.

SMITH
Houston, Texas
Office: 832-220-9318 • cypsmith@[Link]

OBJECTIVE

I am seeking a position in Operations, Project or Program Management.

SUMMARY OF QUALIFICATIONS

• Extensive Field Operations experience working with technicians, service reps, General
Contractors, suppliers and other strategic partners in the installation and servicing of
complex Telecom systems, applications processors and networks; built teams in five
different markets.
• Over fifteen year’s experience investigating, negotiating for and implementing low-cost,
high-quality Network Elements from a variety of vendors, reducing overall expenditures
an average of 10% per year.
• Expertise in sales support and sales engineering, making the Sales Team’s commitments
the Customer’s reality; Replaced the need for a full time employee in this capacity, saving
the company a major expense in my market.
• Innovator in major account, customer retention, customer satisfaction, customer renewal
and customer upsell programs, with Corporate adopting numerous of these programs.
• Deep and varied Project Management experience (8000 hours since 2002), with a
specialty in getting off-track projects back on-track, including large Telecom platforms,
networks, Disaster Recovery solutions, large-scale hardware and software upgrades and
Beta delivery of numerous new generation products and services; Entrusted with more
such assignments than any of my peers.
• Expertise in Contract review, language and negotiation; have reviewed, modified,
approved and signed over 1000 contracts with previous employers.
• Twenty years of branch P&L experience and managing to budgets, mentoring numerous
of my peers on the necessary record keeping and analytical techniques.
• Author and contributor on numerous workflow/productivity projects, budget analyses,
process flow analyses, technical writing projects, instruction manuals and programs.
• Experienced with numerous billing, dispatch and customer order management systems.
• A long record of success in negotiating with strategic partners such as building owners for
access rights and maintaining critical business relationships; was the only Field manager
tasked to perform this function in five different markets.

EDUCATION & TRAINING

B.S. in Business Administration; Major: Marketing; Wayne State University, Detroit, MI

TECHNICAL AND COMPUTER SKILLS

Skilled in numerous commercial (primarily Microsoft) and proprietary software programs:

• Spreadsheet • Word Processing • Contact Management

• Project Management • Presentation • Billing Systems
• Inventory Management • Customer Order • Video Editing
Features/Administration/Training on: Nortel Meridian PBX; Nortel CS1000 & 2000; Cisco Call
Manager; Voice Mail platforms including Baypoint, Meridian, IP Unity; various PC Soft Clients;
numerous Call Accounting systems; Executive Suite systems.

PROFESSIONAL EXPERIENCE

CONSULTANT
Smith Consulting Services
April 2008 – Present

Management consultant providing general management and industry-specific experience and

expertise in Telecommunications, with extensive Project Management experience:

• Providing turnkey voice/data solutions for clients, inclusive of recommendations for

systems, vendors and facilities.
• Telecom billing analysis inclusive of hardware, voice and data networks, mobile
services, and ancillary services such as toll-free, calling cards and conference services.
• Supporting Clients in designing and implementing best practices on business
operations, including Field Operations, Sales, Marketing, A/R, work scheduling/routing
and manpower planning.
• Website design, specializing in conversion from an information-only site to a sales and
marketing tool; designing internet AdWords campaigns to pursue profitable business;
composition of technical and marketing narrative for website.
• Jack of all trades in handling Contract assignments in Sales, Operations and Project
Management.

OPERATIONS MANAGER
Cypress Communications
June 2002 – March 2008

Managed Operations, Customer Support and Admin staff for Telecom Managed Services
Company providing TDM & VoIP voice, data and cable TV services in large office buildings,
working with property management partners on all phases of build-out, installation and
maintenance:

• Built effective teams of employees and contractors and managed to budget in five
markets with smaller per capita staff than any other Ops Manager. Submitted and
managed to Branch P&L yearly.
• Scores of Project Management assignments: took over an upgrade of company’s
legacy PBX platforms for an entire market that had been stalled for a year and got it
back on track, on time and under budget; installation of networks and systems for
various large, multi-location customers; platform and network upgrades for dozens of
locations on a yearly basis.
• Sold and maintained two of the company's five largest customers, along with several
others; Accounted for 25% to 50% of yearly branch sales during period of
employment.
• Reviewed, modified, approved and signed over 250 contracts, including almost one
hundred addenda.
• Had 7x24x365 responsibility for maintenance of scores of large Voice/Data platforms
and hundreds of Network Elements in Class A buildings in various markets.
• Built contractor and supplier networks to handle service, installation, electrical and
cabling requirements in several remote markets.
• Negotiated, ordered and managed several hundreds circuits per year for voice and
data networks with numerous vendor partners, including Verizon, ATT, XO and others.
• Designed and managed innovative cost containment programs as part of overall P&L
responsibilities; from 2005 to 2008 realized reduction in network costs of 20% per
year through conversion/consolidation of network facilities and solicitation of
competitive bids, a practice that was duplicated nationwide.
• Numerous contributions to improvement in corporate practices/procedures. Wrote the
company’s practices for Technician Time Management and Reporting as well as the
tracking tools; regularly contributed to improvement of corporate procedures and
practices, including Process Flows for installations, Customer Order Systems, Billing
Systems, Sales Configuration Tools and Field job descriptions.
• Submitted to and passed government clearance check.

BRANCH MANAGER
WorldCom (Intermedia/Shared Technologies/Fairchild)
October 1991 – June 2002

Managed Operations and Customer Support staff for STS (Shared Tenant Services) telecom
services company to provide voice/data and cellular/wireless services in large office buildings
and apartment complexes, working with property management partners on all phases of
build-out, installation and implementation:

• Built effective teams of employees and contractors and managed to budget in two
markets with lowest headcount to revenue in the company; Submitted and managed
branch P&L yearly.
• Had 7x24x365 responsibility for maintenance of PBX systems, voice mail platforms,
Internet/E-mail platforms and various Network Elements, as well as after-hours
dispatch and vendor escalation to insure quality Service Delivery.
• Reviewed, modified, approved and signed over 1000 contracts, including hundreds of
addenda.
• Only market where Branch Manager consistently handled Sales and contract renewals;
generated over 35% of all branch Sales during my tenure; Sold and managed the
largest customer in company’s portfolio; more stations sold and installed than many of
our larger markets.
• Doubled the market footprint in three years by negotiating building agreements with
various property management firms.
• Took on service and installation for company’s Business Retail (125 accounts) and
Residential Services (50 locations) divisions with no increase in headcount.
• Built contractor networks to handle remote service, installation, electrical and cabling
in several markets.
• First market outside of HQ to bring WorldCom digital local, long distance and hi-speed
Internet facilities on line; First to implement LNP (Local number portability).
• Wrote the instruction manual for other Field Offices on executing telecom service
orders for facilities, number porting, etc.; Regularly contributed to committees
reviewing corporate procedures-practices, including Billing Systems, price book, Sales
configuration programs, new products, and Sales-Operations cooperation.

REFERRALS
See Linked-In profile; Also available upon request.