Phillip Bruce, PMP

Experience

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  Avaya Inc.

  May 1995 - Mar 2006

  Senior Engineer

  Telecommunications Technician Level III for Avaya / Lucent Technologies / AT&T in Memphis, TN from May 1995 to March 2006. Installed, troubleshot, repaired, and maintained telecommunications equipment for Avaya customers. Completed requests for new service, determined methodology for installing telephone service, determined appropriateness of moderate equipment changes and/or modifications, call switches, test trunks, test links and installed communication circuits. Was especially familiar with the telecommunication field’s concepts, practices, and procedures. Relied on experience, extensive training, and sound judgement to plan and accomplish organizational goals and objectives. Performed daily a variety of complicated tasks and utilized a wide degree of creativity and latitude to achieve a high level of performance excellence. Show less

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  Harrah's Entertainment

  Apr 2006 - Aug 2007

  Sr. Telecom Engineer

  Sr. Telecommunications Engineer for Harrah’s Entertainment in Memphis, TN from April 2006 thru August 2007. My experience and duties include project management, vendor management, telecom engineering, direct technical support for corporate locations and 3rd level technical support for our many properties. Some of my duties included property openings in which I managed the activities of equipment vendors, ordered voice circuits, equipment procurement, established local call centers, and trained local IT on the use of the telecom systems, one major brand being Avaya. My support duties included software and hardware troubleshooting, replacement, implementation, and repair. Show less

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  Hilton

  Nov 2007 - Aug 2010

  Sr. Telecom Analyst, Hotel Telecommunications

  Senior Telecom Analyst for Hilton Hotels in Memphis, TN from November 2007 to August 2010. My experience and duties included project management, vendor management, budgeting, business analysis, contract management, RFP creation, vendor bid selection, and technical support for the Embassy Suites brand initially, later all owned and managed properties west of the Mississippi River. I routinely performed telecom audits looking for cost savings; I averaged an annual savings of $48,000 or more. I was involved in a project that transitioned hotel telecom hardware to above property remote located PBX and voicemail systems. I dealt with IP-based PBX systems from various manufacturers as well as network-enabled Call Accounting and voicemail systems. Show less

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  AT&T

  Aug 2010 - Sept 2023

  Client Services Project and Program Management (FirstNet Onboarding Project Manager) for AT&T in Memphis, TN from June 2018 to September 2023. My role was internally defined as FirstNet Onboarding Manager. FirstNet is an AT&T offering specific to first responders, providing them and the agencies that support them, priority access on the mobile network. This was a complex project management role in which I managed the project coordination of 20-30 simultaneous projects of varying complexity. Each started with basic elements then became more complex as more offerings and options were required to be established. Primarily, it involved working with the customer to establish service, provide support, and offer 1:1 training so they were comfortable with their portal access and able to self-manage as desired. In this role, I was one of the founding members, helping to establish the group and the techniques used to provide this service, which demonstrated an extremely high NPS score. Some of my 2018-2023 milestone achievements are listed below:• Mobile device deployment for the FBI which included over 40 thousand devices. I project managed the deployment timetable, worked with staging services to ready the devices, and collaborated with the customer to ensure they were prepared to support the devices and field agents. I trained over 300 administrators and we completed this project a couple of months early. • I completed more than 1500 projects for Fire, Police, and EMS agencies deploying thousands of devices. • Participated in team training, sharing knowledge with teammates as well as staying up to date on technologies and skills. • Maintained a high customer satisfaction rating with regular customer feedback.• Received a customer excellence award in fall of 2022. •. Specialized in Enhanced Push to Talk (EPTT), FirstNet Push to Talk (FNPTT), and Mission Critical Push to Talk (MCPTT) Show less Principal-Technical Consulting Engineer+ for AT&T in Memphis, TN from November 2012 to June 2018. As a Principal-Technical Consulting Engineer, I had several different job roles with this title primarily focusing on Technical Project Management, Risk Management, Vendor Management, and technical support of Avaya Enterprise PBX systems. Looking at various experiences during this time:• I was responsible for the buildout of a statewide intranet service for the State of WI. I project-managed the installation of (49) 10 gig circuits used to support the traffic of 1200 plus state government sites spread around the state.• I was responsible for the buildout of call center functions and programming for Ally Financial, a business that relied on call centers in place of bank branches. I configured call routing based on agent skill sets and availability.• I provided vendor management for various deployment activities such as in-ceiling cabling and access point installation. Riser cable fiber to extend circuits to the suite where the customer resided. Installing MPLS services to support the data needs of the site. Show less Sr. Specialist-Client Services Project Management for AT&T in Memphis, TN from August 2010 to November 2012. Working as a Sr. Specialist, I was responsible for planning, tracking and management of various projects, preparing project plans, facilitating smooth project flows, and ensuring AT&T business objectives were met. One of my primary functions was the management of the Hilton Worldwide corporate enterprise telephone infrastructure located in Memphis, TN and McLean, VA. The systems are a mix of Cisco Call Manager and Avaya Communications Manager with related adjuncts. Another of my primary functions was IP Database Administration; this included the distribution/creation/management of IP addresses for each of the 3500 properties within the Hilton Worldwide managed assets. Additionally, I worked as part of a Circuit Provisioning Organization that is tasked with the management of voice and data circuits within the hotel and corporate properties with activities including upgrade/installation of AVPN and DSx facilities for wireless guest access. Show less

  • Professional-Client Services Proj/Prog Mgmt. (FirstNet Onboarding Manager)

    Jun 2018 - Sept 2023

  • Principal-Technical Consulting Engineer+

    Nov 2012 - Jun 2018

  • Sr. Specialist-Client Services Project Management

    Aug 2010 - Nov 2012
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  Tech Mahindra

  Apr 2024 - Jul 2024

  FirstNet Onboarding Manager (AT&T)

  Onboarding new FirstNet customers, white glove experience.

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  Hilton

  Jul 2024 - now

  Manager-Deployment Communications Operating

  • Deliver support on a variety of topics related to hardware/software move, add or change requests• Utilize different reporting and contracting tools to track project progress• Supervise Move/Add/Change Team activities to support hotel and owner requests• Participate in activities to help ensure successful project delivery