Kelley Henson
no image
Location: Boulder, CO, USA
School: CU
Major: Business Admin

Kelley Henson

Kelley Henson
1175 Lee Hill Rd #110
Boulder, CO 80302

Served as Project Manager for teams of 3-6 people on various telecommunications installations.
Maintained 95% excellent rating for customer service in all installations.

Customer Satisfaction:
Received several customer commendations for service given via phone and face-to-face contact.
Elected Subject Matter Expert on several products because of expertise and ability to help customers and on-site technicians.

Attention to Detail:
Careful research of telecommunications expenses led to significant cuts in overhead costs.
In one case, saved the company $15,000.

Contract Telecommunications and IT Support - 4/2010-9/2010 IBM
• Tier 2 start-up team for Skype SIP engineering
• Responsible for the introduction of newly released Session Initiation Protocol to business
• Assisted in the set-up and implementation for all SIP-enabled soft phones and systems

Tier 2 Engineer - 6/2007-4/2008 Avaya
• Consulted business customers on troubleshooting and maintaining Avaya telecommunications products including small Partner systems, medium-sized platforms, up to large networked S85XX and S86XX systems
• Provided excellent customer service to the majority of Fortune 500 companies
• Arranged the dispatch of technicians in the event of an on-site hardware issue
• Assisted technicians with repairs and upgrades
• Cleared alarms before an actual trouble was presented on all G3 systems as they were presented

Clerical/Customer Service/Administration - 5/2001 to present
Various Temporary and Contract Positions including Time Warner, Policy Studies, Alliance Residential and RTD-Denver.

Telecom Analyst - 5/2000-5/2001 Navidec, Inc
• Maintained, repaired and trained users on the company’s Lucent G3 phone system which included two networked offices
• Maintained, negotiated pricing, repaired, and trained all wireless products foreign and domestic
• Maintained and negotiated pricing on all ISP product, foreign and domestic
• Negotiated contracts with vendors on all above services and reported my professional opinion to the Vice President of Operations
• Analyzed all communications bills and traffic to reduce costs

System Consultant/ Project Manager - 5/1991-5/2000 AT&T/Lucent Technologies/(currently Avaya)

• Responsible for the project management of new phone systems, upgrades, changes and moves
• My team consisted of specialists who designed, programmed and installed the phone system. In smaller installations, I was responsible for the design and programming
• Projects included networking, voicemail, conversant, call center applications including lodging
Expert knowledge of all other adjuncts including paging wireless and IP solutions
• Most work done at the site of the customer including several pre-installation meetings and inspections
• Worked with other vendors such as service providers and construction foremen to meet required standards
• Offered post installation support to insure 100% customer satisfaction
• Worked mainly with Avaya/Lucent products ranging from the smaller Partner system up to the Definity G3 but familiar with other vendors as well such as Norteland Mitel vintage products

2006 - Current, University of Denver, BBA
1998 – 2006, University of Colorado
Received 180.5 credit hours towards my bachelor’s degree in business administration. Current GPA 2.65


Project Management
Microsoft Office 97, 98, 2000, and XP
Microsoft Project
Switch programming – Lucent, Avaya
Partner and Partner voicemail
Merlin and Merlin voicemail
Merlin Legend and Legend voicemail
Merlin II
Definity G3r, G3si and Prologix
Intuity/Octel Aria
Avaya S85XX and S86XX
Call center including vectoring and VDN’s
Other phone adjuncts
SIP for Skype
Avaya IPOffice
Nortel, Mitel, and other vintage equipment