DENISE R.

ASHWORTH
1001 Shawnee Lane
Shamong, NJ 08088
Home: 609.268.2473
dadb66f6@westpost.net
Cell: 609.980.1114

SUMMARY
Talented telecommunication professional specializing in project management, tech
nical support, and managed-care for TDM and VoIP programming, provisioning, sale
s, installation, training, and maintenance. My expertise is in analyzing custome
r's communication requirements and design voice and data networks that will sati
sfy their business needs. Other expertise involves coordinating with Verizon and
other LECs to order or move telephone circuits and assigned numbers (telco prov
isioning), port numbers, and install new data T-1s. Expertise in the following
areas:
Integrator of voice platforms from traditional voice to IP, wireless, or hosted
technologies
Database designer and programmer for voice PBX and application servers
UAT (User Acceptance Testing) consultant for local cable companies
Project Manager for VoIP and TDM telephone/server installations
Consultant for Call Centers in banking, education, and public utilities
Maintenance and diagnostic support engineer for internal and external clients
End-user trainer on most equipment, including contact center and telephony manag
er programs
Contact and call center report analyst and consultant
Supervisor for installation teams, technicians, and sub-contractors
Support specialist for scheduling and dispatching service calls

ACCOMPLISHMENT HIGHLIGHTS
Lead Project Manager for multi-site, nation-wide legal firm, installing 400 VoIP
seats, May 2009
Managed and supported half of Philadelphia and all of the Pittsburgh, PA hosted
and bundled markets
Designed and managed upgrades of traditional TDM phones systems to VoIP technolo
gies and applications for major law firms in Philadelphia, June 2009
Assisted Sales with in-house and on-site demos that lead to signing two accounti
ng firms in Pittsburgh, August 2009. These sales became national accounts with
eight site locations.
Responsible for large-scale testing of custom call routing software and scriptin
g and UAT analyst for large local cable and banking companies in PA and NJ for s
ix years.
Lead programmer, trainer, and National Service Manager for many large utility an
d cable providers in the Mid-Atlantic region, a health care organization in Phil
adelphia, and a large university in New Jersey. Superior skill sets, project man
agement, and customer service generated very high customer satisfaction and reco
gnition.
Liaison for customer interface with technical support and IT departments to join
tly implement new programs for intra-company communities. This expertise enabled
 the customer to effectively control call volume, manpower requirements, and dep
artmental costs.
Recognized as a premier Key Account Manager for a large PA and NJ-based cable ca
ll centers

DENISE R. ASHWORTH
PAGE TWO
PROFESSIONAL EXPERIENCE
CYPRESS COMMUNICATIONS, Philadelphia, PA 2008 - 2010
Provider of leased telephone and data equipment, bundled software packages, Unif
ied Messaging, and Internet services
Project Manager and Consultant
Managed new installations and installed base of VoIP and TDM customers, their eq
uipment, and data services. Coordinated with Verizon and other LECs to move tele
phone and data circuits, port numbers, and install new T-1s. Other support prov
ided included programming telephones and all PBX database which included routing
plans, stellar end-user training on phones and related pc applications, Unified
Messaging, coordinating contractor cabling, providing quotes for orders and add
itional equipment sales, and resolving invoicing and billing issues.
BLACK BOX NETWORK SERVICES, Minnetonka, MN
2004 - 2008
Black Box is a leading provider of voice and data network infrastructure service
and products.
Diagnostic Support Specialist and Helpdesk Co-coordinator NJ, DE, SE PA, and MD
Via a high-volume call center environment, provided technical support and custom
er service on commercial phone systems and related telecom applications. Achiev
ed Level II status to work advanced application tickets and trouble-shoot server
software problems. Recognized as a contact center specialist in my field and f
requently asked to meet with the customer to provide presentations, training, an
d over-all call center support.
NORTEL NETWORKS, WILLIAMS COMMUNICATIONS,
BELL ATLANTIC MERIDIAN SYSTEMS, BELL OF PA, Marlton, NJ
1982 -2004
Software Design Specialist and Technical Support Engineer
Excelled at providing technical support and post-installation customer service.
Specialties have included, but were not limited to, custom call routing, call ce
nter design, T-1 acceptance, and system traffic and volume reporting. Met allott
ed hours to install all systems and provided a consistent, high-level of custome
r satisfaction. On larger projects, was assigned as supervisor to manage local
branch support and provide weekly job progress reports to all required upper man
agement.
EDUCATION
B.A. Communications and Journalism, Carlow University, Pittsburgh, PA 1
980
CONTINUING EDUCATION
Voice over IP (VoIP) Planning
Project Management
Contact Center Management
Telephony Management programs
PC Client and Multi-Media Office Client enhancements