TeleCom Clinic

LAST UPDATE: August 30, 2001

DESC. NO. T2-0010

BASIC FUNCTION:

To manage the operational, financial and personnel activities of the Telecommunications Department. The Department includes a 20,000 line telephone system (including the resale of long distance services), inter-campus network (voice, data and video), CATV system, voice mail system, SMDR computer system, fiber optic system and campus telecommunications cable plant.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Interview, select, train, evaluate, and counsel all staff in the Telecommunications Department. Instruct and advise staff on changes in policies, procedures, and working standards.

Develop, implement, and monitor workload standards and productivity reports. Develop and implement departmental policies and procedures that are consistent with organization policy and procedures.

Coordinate telecommunications service between remote operations (offices) and the central campus, and central administration. Serve on telecommunication committees to establish uniform policies, procedures, and equipment usage.

Prepare annual budget and monitor revenue/expenditures to develop charge back rates to organizational departments. Monitor billing functions and departmental revenue status. Develop and maintain an inventory and billing system of telecommunications equipment, services and facilities.

Monitor departmental operations and objectives to ensure the most effective services are provided. Provide consultations and leadership for the review of departmental telecommunications needs to identify optimum equipment and service. Confer with department managers to resolve operational problems and promote communications.

Conduct cost/benefit analysis of telecommunication equipment to identify the most cost effective products. Actively participate in professional telecommunications organizations. Keep current with technological trends in the telecommunications industry. Confer with vendors regarding the acquisition of organization-owned systems, equipment and services.

Responsible for the development of bid specifications and negotiations. Maintain stock and coordinate the installation of telecommunications equipment to provide timely and uninterrupted service. Represent and participate in appropriate telecommunication committee activities.

SUPERVISION RECEIVED:

General direction is received from the Director, Business Services. Initiative and general independence are encouraged for the day-to-day operations.

SUPERVISION EXERCISED:

Interview, select, train, evaluate, and counsel all staff in the Telecommunications Department. Administrative supervision is exercised over the staff of the Telecommunications Department and vendors involved in the maintenance of the telecommunications system.

QUALIFICATIONS:

An Associate's degree in Business or a related area, or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary. Three to four years experience in telephone communications with supervisory and administrative experience is necessary.

JOB TITLE: MANAGER, OFFICE OF TELECOMMUNICATIONS

LAST UPDATE: August 30, 2001

DESC. NO. T2-0020

BASIC FUNCTION:

Under general direction from the Director of Telecommunications Services, administers the day-to-day operational and administrative activities of the Office of Telecommunications.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Under general direction from the Director, aids in the formulation, recommendation, interpretation, and implementation for corporate-wide telecommunication systems, procedures, and policies as they relate to the day-to-day operations of the telecommunications office. Aids in the monitoring of utilization levels and trends throughout the organization to determine quality of service of telecommunications operations. Interact with senior level technical and administrative personnel to resolve telecommunications problems and for analysis of new or existing systems. Coordinate with vendor and organizational staff the installation and planning of moves and changes of service. Aid in the development of telecommunications systems and computerized telecommunications analysis and accounting systems. Provides leadership for the Telecommunications Office in the absence of the Director. Must exercise considerable initiative, planning, and judgment.

The incumbent will work closely with representatives of the Local Telephone Company, American Telephone and Telegraph, and other vendors as required.

SUPERVISION RECEIVED:

Reports directly to the Director of Telecommunications Services. Generally acts on day‑to‑day activities on own and takes initiative for problem solving.

SUPERVISION EXERCISED:

Supervises the activities of the Telecommunications staff. Provides oversight supervision of vendors' staff when on premises.

QUALIFICATIONS:

This is a specialized position requiring a high degree of technical knowledge in telecommunications and telecommunications management. Minimum requirements include: a bachelor's degree, preferably in a related field, five years management responsibility at a large and complex organization in the same industry, which includes four years of direct involvement with telecommunications or, equivalent combination of education and work experience. Knowledgeable about governmental telecommunications regulations and tariffs; telecommunications accounting systems; network security; and statistical analysis skills required. Strong management skills, excellent communications skills and a proven aptitude for human relations required.

Direct, plan, and administer the operational and administrative activities of the Telecommunications Network section.

Formulate, evaluate and review long range telecommunications plans. Coordinate telecommunications plans with corporate requirements. Recommend telecommunications policy changes consistent with corporate objectives. Responsible for monitoring utilization levels and trends throughout the firm to determine quality of service of both voice‑grade and data communications. Maintain vendor and technical society contacts. Responsible for providing and maintaining adequate telecommunication service throughout the firm. Responsible for coordinated planning to meet the requirements for the installation, users, vendors, technical and systems development project teams. Responsible for forecasting future growth and planning appropriate telecommunications resources.

Reports directly to the Director of Information Systems. Uses corporate long range plans as basis of network planning.

Supervises the activities of the Telecommunications Network Staff. Works with all staff members in Data Communications and Computer Operations.

Advanced degree or its equivalent in Computer Science, Electrical Engineering or related field, eight years work experience in data processing or telecommunications with at least two years in systems analysis and one year in programming. State of the art experience in on‑line systems, communications access methods and in depth knowledge of communication tariffs, network security procedures and statistical analysis. Strong management skills, excellent communications skills and a proven aptitude for human relations.

To direct and supervise the activities of the Network Installation Group, the Network Maintenance Group and the Operator Services Group within the organizations Telecommunications Department.

Under general guidance and with considerable latitude for independent judgment and initiative:

Provides direction and supervision for assigned areas of responsibility. Formulates and implements operational policies and procedures. Makes recommendations on hiring, promotions, salary adjustments and disciplinary actions. Evaluates the performance of assigned staff.

Formulates and monitors operational budgets for assigned areas of responsibility.

Manages and oversees the installation of fiber optic networks, integrated voice/data networks and various local area networks. Develops maintenance procedures for organization-wide networks. Schedules and manages the organization telephone operator services.

Provides in-depth technical support for the diagnosis and repair of designated organization owned telecommunications systems.

Establishes and maintains contact with vendors. As assigned, coordinates activities and supervises vendor support services.

Maintains inventory of spare parts needed to support the services offered by the Network Installation and maintenance groups.

Coordinates all technical vendor-training programs for operations personnel in conjunction with the Training Manager.

Analyzes operational aspects of assigned areas and prepares reports and recommendations for appropriate action.

Schedules all network maintenance activity in conjunction with the Assistant Director of Network Engineering.

Keeps abreast of trends and technical developments in the telecommunications field by self-study, participating in job-related seminars, courses or conferences, which enhance personal development and strengthen the user function.

Receives general supervision from the Director of Telecommunications. Participates in departmental committees developing short and long-term plans for the department.

Provides direct supervision of own staff. Recommends hiring, firing and disciplinary actions according to organizational guidelines.

Bachelor's degree in related discipline such as Telecommunications or Engineering, and 3-4 years of related technical and supervisory experience; or an equivalent combination of education and experience. Knowledge of local area network installation needs and wiring schemes.

This position is accountable for the management, optimization, and overall technical operation and maintenance, including advance planning, design recommendations, and implementation of campus telecommunications networks (i.e., interconnection mediums, switching systems and terminal equipment).

The telecommunications industry is in a state of constant flux and change. The campus telecommunications systems and its related services are growing information management and communication resources for the campus community. The major challenge to this position is to provide optimum voice and data communication systems and services with the least amount of downtime. "Zero downtime" is a major objective for the campus telephone system and data network backbone. Another major challenge to the position is maintaining positive public relations with campus departments and users while placing with them certain system capability and capacity restrictions. Other challenges are maintaining a sufficient knowledge of telecommunications technology and systems to handle the hardware/technical needs of a growing Organizational resource and assist campus network users with their voice/data communication problems. An additional challenge includes maintaining a positive working relationship with representatives of off-campus vendors.

Provides campus-wide coordination and implementation of data and voice telecommunication services and is primarily concerned with the technical and hardware facilities portions of the network and its systems. The incumbent is responsible for the overall technical operation and maintenance, including preventive maintenance of all campus voice and data communications networks/systems. Provides supervision and coordination of all design, engineering, installation and repair/maintenance activities. The incumbent is faced with frequent and rapid changes in an industry involving highly technical equipment, software and service issues. The manager must thoroughly understand the management, operations and policies of the campus telecommunications system/network. He/she also must understand the impact which all hardware and software maintenance efforts and/or changes to the networks can have upon the services available to the campus community.

Hires and terminates personnel supervised; establishes maintenance procedures, including preventive maintenance policies and schedules; commits, within established policies, the use of cable/wire resources; and makes decisions regarding routine installation/maintenance support purchases. The position recommends equipment/system configurations and changes, capital equipment purchases, policy changes and needs for additional central office telecommunication trunks/lines and the need for off-campus installation/maintenance support, including vendor services. The position keeps the Director informed regarding problems within his/her assigned area of responsibility.

-- Ensures timely and proper maintenance of all network equipment (i.e., Switches, cabling, jacks, etc.).

-- Ensures the development and use of an effective preventive maintenance program suitable to meet the operation objective of "zero downtime."

-- Recommends maintenance policies and establishes procedures to support those policies.

-- Ensures the availability and schedules qualified employees to respond to all system problems on a 24-hours per day, 7-days per week basis.

-- Provides proper and adequate test equipment is available to ensure fast and accurate diagnosis of system problems.

-- Develops troubleshooting and flowcharts for technician use in localizing and identifying probable trouble and/or faulty components.

-- Works with the appropriate services/consultation manager to ensure the accuracy and completeness of all repair work orders.

-- Coordinates and/or contracts with Electronic Media Department and off-campus service agencies for maintenance support on network equipment and systems.

-- Oversees and assumes responsibility for all system repair and maintenance work, including that performed by off-campus agencies.

-- Prepares work orders for repairs on network cables/wire and non-PBX equipment

-- Maintains a working relationship with maintenance vendors and other on- and off-campus resources who can assist/support the maintenance and operation of the campus telephone and data communication systems.

-- Works with local Telco, other vendors and campus departments in providing the campus with adequate voice and data communication facilities and services.

-- Supports the goals and objectives of the campus Computer Network Management Team through the knowledgeable advocating of new and enhanced data communications and local area network facilities and services.

-- Assists in planning, designing and implementing high quality, efficient campus communications networks.

-- Recommends changes and upgrades to campus telecommunications systems to alleviate problems and enhance services and/or operations.

-- Assists in evaluating, recommending, and selecting equipment, services and network components to serve campus and/or local networks.

-- Recommends and implements approved installation and maintenance standards and policies.

-- Determines compatibility of user equipment/terminals and/or new equipment and systems.

-- Provides information to users on how to make department owned equipment compatible.

-- Provides technical consultation and training to the Telephone Consultation Center and Data Communications Services personnel.

-- Provides technical support and assists in monitoring and analyzing trunks/line usage and system traffic.

-- Stays abreast of policy, procedural, and technological changes in the telecommunications industry.

-- Maintains a close working relationship with vendor company representatives and acts as the campus liaison on routine service/maintenance matters.

-- Prepares special reports and develops special projects for the Director of Communication Systems, as assigned.

-- Makes recommendations to assist in solving campus communication network/systems problems.

-- Monitors performance of campus networks to ensure they conform to approved system specifications and maximum operational capabilities.

-- Monitors all network facility operations and activities to ensure system operational integrity and no activity disrupts or degrades system performance.

-- Supervises operational tests made on communication equipment, systems and networks.

-- Analyzes system performance and maintenance reports to determine areas of weakness or possible future problems.

-- Refers maintenance repair activity to proper/responsible person, campus department or off-campus agency.

-- Develops management tools and reports to assist in measuring, managing, and the long-range planning for the maintenance and achieving the established maintenance/operational objective for campus voice and data communication networks and facilities.

-- Reviews activity reports regularly to determine department directions, potential problems, equipment/services needs and personnel requirements.

-- Assesses current services and operations for maximum efficiency, improvements, installation/maintenance production and customer satisfaction.

-- Maintains records and prepares reports for use in establishing installation/maintenance service objectives; employee productivity and responsiveness; telecommunication facility, including inside/outside plant, utilization and projected exhaustion; and new/updated equipment requirements.

-- Regularly reviews department progress, problems and needs with department director.

-- Supports the campus Computer Network Management Team through technical support regarding data network system designs specifications and parameters.

-- Assists in the coordination and management of local area and data communication network projects.

-- Provides for the documentation of all campus telecommunications cable/wire plant.

-- Ensures integrity (completeness, accuracy and up‑to‑date) of the cable/wire plant documentation.

-- Monitors cable/wire plant utilization and assignments for possible exhaustion.

-- Advises the Director of Communication Systems on cable/wire plant exhaustion and replenishment/expansions needs.

-- Defines guidelines and recommends network connection policies and the types of equipment compatible with the network.

-- Prepares and submits an annual budget request to cover facilities/systems maintenance and operating costs.

-- Develops a plan for responding appropriately to disasters or other system outages to assure the organization community of effective and continuing communications capabilities.

-- Maintains an up-to-date written plan for the use of employees to guide their efforts/support during a disaster.

-- Attends approved management, motivation, self-improvement and telecommunication training seminars, workshops and user groups.

-- Provides professional development opportunities for his/her employees, as provided by Organization policies.

-- Promotes awareness and compliance with Organization citizenship standards within his/her department.

Reports to: Director, Communication Systems. Participates on numerous departmental and organizational committees that provide additional direction and guidance.

-- Develops, with help and direction of Director, Communication Systems, an organizational structure and designs jobs to meet his/her department mission.

-- Supervises his/her employees, including planning, organizing, integrating, controlling and supporting activities of personnel supervised.

-- Develops productivity methods/tools and monitors employee work to ensure high performance and productivity.

-- Maintains human resources through an effective professional development (training and advancement program) for full and part-time employees.

-- Communicates effectively with employees regarding job duties, development opportunities, areas of improvement, organization information, etc.

-- Promotes the safety of employees supervised and ensures a safe work environment.

This position requires training and experience in computer and telephone communications and system analysis and design, operation and maintenance. The position also requires the ability to analyze problems and develop practical solutions, plan and coordinate the work of others, maintain effective work relations, and utilize interpersonal skills in the development and implementation of intermediate and long-range plans. It also requires a knowledge of telecommunication practices associated with different systems, trends and technological advancement in the communications industry and campus and/or business communication systems. The incumbent must possess administrative management and public relations skills and be extremely "service oriented" and responsive to network user problems and needs. A bachelor's degree in Electrical Engineering, Electronic Technology, Computer Science or Telecommunications is desired. A minimum of five years recent experience in managing or servicing high‑tech electronic equipment and systems are required. Or, an equivalent combination of education and experience from which comparable knowledge and abilities have been acquired.

Accountable for providing service in a 7-day, 24-hour environment, serving over 4,000 terminal users and over 700 MIS professionals within the organizations headquarters and off-site locations.

Plan, organize, direct, monitor, and control organization network communications resources (personnel, computers, and peripheral equipment for on-line processing, applications systems) in order to meet the information needs throughout the user community, efficiently and effectively. Inclusive of maintaining the data networks in support of data processing.

Responsibilities include: Planning; develop network performance, operating standards and the technical expertise of staff to achieve greatest productivity from computers, network and personnel while maintaining quality and accuracy, planning for system optimum capacity (including workforce planning) to handle ever-expanding on-line systems and the additional installation or upgrade of network equipment. Organizing; manage the operation of the network equipment and systems to maintain high service levels, maintain accurate records for: a) maintenance of network equipment and lines, b) invoices, c) personnel scheduling, d) contracts for purchases, maintenance, consultants, as is appropriated. Controlling; monitor diagnostic equipment in Network Control Center to insure data lines are up and users are serviced and that all problems are handled promptly, monitor audit/security procedures to control usage of system resources and to maintain data integrity and confidentiality, develop systems to facilitate effective controls over expenses, employee performance, service to users, hardware performance, inventory of tolls, and other equipment. Identify and manage network problems and changes to ensure minimal disruption of service to the users and the timely resolution of the network and data line problems.

Seeks out new equipment and technologies, evaluates and makes recommendations for acquisitions.

Represent Computer/Communications Services on various task forces and committees as required, to ensure plans and standards are properly developed and implemented with a minimal disruption of service to users.

Receives general direction from the Director, Information Services. Receives general guidelines and instructions form several task forces and committees on corporate communications and computer strategies.

Responsible for the direction of the entire staff activities of the communications function. Train staff on new and revised network procedures or equipment, retraining and cross-training as necessary, develop and motivate staff to create promotable personnel pool who understand the need for a service-oriented environment and a cohesive atmosphere within the system.

Four years advanced education with emphasis in MIS or engineering is preferred, 12-15 years data processing experience including 10 years in data communications and 5 years in management position(s). Knowledge and understanding of: electrical engineering technology, system flow charts, data processing concepts, telecommunications principles, network communications protocols, teleprocessing methodology and tools, modems, local area networks, network control center diagnostic equipment, IBM and Wang hardware equipment related to communications control units. Excellent human relations skills for successful interaction with staff, users, vendors, executives, etc. Excellent oral and written communications skills; good listening skills. Demonstrated management skills in planning, organizing, controlling, supervising and communicating. Ability to work well under pressure, make sound decisions in crisis situations as well as in daily routines, respond to emergency calls in off-hours.

This position is responsible for the planning and day-to-day management of the facilities for a telephone utility that serves a small city of 10,000 users.

The scope of this job includes all aspects of managing the transport facility including: planning, directing staff, coordinating work efforts with outside vendors, local Telco physical plant, data and video communications managers and working closely with the telephone service staff on service requests and billing.

Technical management of a comprehensive, state-of-the-art telecommunications transport architecture.

Technical and management coordination with the Director of Data Communications for the installation, testing and documentation of required LAN networks, broadband and base band coaxial networks, fiber-based video circuits, voice service, and terminal equipment.

Preparation of an annual operating budget for all plant related maintenance, repair, expansion and upgrade activity.

Technical and management coordination with the Office of Telephone Services in the development of service orders and their field completion.

Development of automated, on-line databases for the control of all fiber, coaxial and copper facilities, circuits and service order changes. Such databases are to be used to assign and manage all facility within the organization and to support the billing function within the Office of Telephone Services.

Development of specifications for the bidding of certain large-scale facility projects, management of any and all work to be performed by outside contractors and responsibility for budget control.

Coordination of a working relationship with the local Telco to assure the proper interface of the organization's facilities to the local Telco facilities. Development of appropriate training programs for field staff to assure that the organization's practices are current and availing themselves of all cost-efficiencies often available through the introduction of newer technology.

Development of comprehensive and fully documented operating procedures for all aspects of plant management activity.

Performance of periodic assessments of new transport architecture technology, including cable types, cross-connect equipment, splicing techniques and on-line firmware supported facility management systems.

Day-to-day management of all organization switch rooms to include preventive maintenance, coordination with Physical Plant, security and performance operation.

Coordinates the technical aspects of the system. Requires approval on all system upgrade that would have budgetary implications. Develop software databases for maintaining control of underground cable inventory and in-house facilities. Instructions are provided in an in-depth policy manual created by the Director.

The facilities manager is responsible for maintaining crucial environmental requirements in all switchrooms, and acts accordingly in a crisis situation that would threaten the performance of the switches. Will analyze complicated large-scale installation projects in a manner that is cost effective and technologically advance.

Reports maintained include: equipment inventory of stock items and of the current 10,000 phones installed, underground and in-house cable facilities, daily time sheets on field engineers and installation completion forms.

When necessary, the facilities manager will have contact with organization management for planning large-scale projects. He/she will maintain a working relationship with the local Telco, various interconnect companies and suppliers to insure smooth installations to our facility.

The easiest way of describing this position is to think of the organization as being its own city with a population of 10,000 people within several communities. The facilities manager is responsible for insuring that the organization's community receives dial tone every time they lift their handsets. This is done by the numerous behind the scene tasks described herein.

The Facilities Manager reports directly to the Director. Work and performance will be reviewed in weekly staff meetings.

The Facilities Manager is responsible for managing all Field Engineers, their work loads and performance evaluations, including workload forecasting, daily workload management and performance reporting.

Knowledge of broadband and base band coaxial networks and voice service, common and terminal equipment. Familiarity of preparing an annual budget for all plant related maintenance, repair and expansion. Electronic switching systems and supporting software. Telephone installation, repair and maintenance. Personnel supervisory experience in training and providing technical assistance.

Requires a working knowledge of (1) fiber optic, coaxial, and copper cabling and cross connection equipment, (2) digital and analog testing methods, (3) voice and video terminal equipment specification, installation and trouble shooting.

Provides the organization with consultation, analysis, and functional design recommendations regarding data communications in support of decision-making. This position also assists in the planning, designing, and implementation of data communication services and facilities. This position effectively manages and controls organization-wide data communication services, monitors performance, and coordinates the use of such entities by the user community.

The position of Manager of Data Communication Services was established to manage the growing need for data communication services. Data communication typically takes the form of either local area networking or data switching. The Network Management Team has been established to provide standards for local area networking within the organization. It is then the responsibility of Data Communication Services to utilize those standards as an operational network for the user community. In addition, there is a need to provide consultation to department decision makers about how to implement effectively and use data communications within their departments.

This position is faced with a rapidly advancing industry involving highly technical equipment and issues. This position must understand the needs of the organization as they relate to data communications and must recommend satisfactory solutions from the data communications industry. This position must be able to manage and control access to data communications services provided by the organization so that users can inter-operate in a reliable, secure environment.

This position makes necessary decisions regarding the design and use of data communication facilities and participates with the Network Management Team to establish connectivity standards and future service and directions for the organizations network. This position helps users to develop network interfaces for departmental applications and systems. The position keeps the Director informed of the status of all projects and major problems and of advances in technology. The position is responsible for an annual budget that is reviewed by the Director of Communication Systems.

- Coordinate with Manager of Network Facilities for adequate planning and usage of data communication facilities.

- Evolve and mature new networking services as directed by the Network Management Team.

- Coordinate efforts of Team members in design and installation of organization networks.

- Consult with customers and coordinate requests for data/PBX switching services.

- Perform initial configuration and documentation of data/PBX switching assignments.

5. Assist Network Architect in the Development of Organization-Wide Networking Strategies.

- Provide input on present networking needs as well as future growth requirements.

- Foster awareness and encourage acceptance of organization communications facilities and standards in the organization.

6. Act as liaison and contact point for outside entities on Data Communication Issues.

7. Keep abreast of the data communications industry through literature, attendance at conferences, seminars, and other functions, and association with other professionals and colleagues in the industry.

Reports directly to the Director, Communication Systems. Expected to perform daily and routine tasks with a minimum of supervision. Initiative and decision making is encouraged.

Supervises other employees as a major responsibility of the position, including planning, organizing, integrating, controlling, and supporting activities of personnel supervised.

- Communicates effectively with employees regarding job duties, development opportunities, etc.

A minimum of a bachelor's degree in Information Management or Computer Science, or equivalent experience is necessary to fulfill the requirements of this position. The ability to work with technical and non-technical people is critical to success as well as a demonstrated track record of success.

Supervise the day-to-day installation and repair of telecommunications services, including voice, data and CATV/video.

Coordinate, schedule and supervise all telecommunications installation including: voice, data, CATV/video. Supervise and assist installing all software adds, moves and changes, reviewing orders for correctness and completeness. Coordinate physical installations with vendor's supervisor and craft staff. Assign and supervise installations and repairs by telecom technicians.

Supervise the Repair Desk by establishing a tracking system for repair tickets. Analyze repair trends and repeated problems and coordinate resolution with maintenance vendor.

Supervise plant facilities that include inside plant, outside plant, conduits, manholes, etc. and assignment and utilization of same. Make recommendations for new facilities as needed.

Oversee the inventory warehouse to insure availability of needed supplies and equipment to meet operational requirements. Serve as primary contact with telecommunications vendors and make equipment purchase recommendations. Assist in writing specifications for needed equipment.

Function as liaison with organization facilities staff on all construction projects that impact telecom services/facilities.

Keep documentation and provide reports to management, both routinely and upon request.

Work closely with other office management to insure efficient operation of department.

Serve on organization committees and represent the department at business and social functions as appropriate.

Routine reports to management on number of installations/repairs; collect, review and recommend equipment purchases (may require preparing bids, etc.).

Job requires site visits to job sites with open trenches, heavy construction equipment, etc.

Working with other departmental professional staff, continue to contribute to the department's progressive growth in providing timely and affordable state of the art telecom services.

Receives general direction from the Director of Telecommunications. Through routine meetings of staff and corporate executives receives regular feedback as to performance and continued organizational needs.

Provides direct supervision of 8 technical and clerical staff providing installation and repair service.

Minimum requirements include: high school diploma or equivalent with a college degree preferred in Engineering, 5-7 years experience in a large telecommunications environment.

Primary responsibility is the provision of switched telecommunications systems hardware and software maintenance, operational resources, facilities management and management of the Service Division for moves/adds/changes/repair and troubleshooting.

Reporting to the Associate Director ‑ provides technical and managerial leadership in the planning and implementation of switched telecommunications equipment, PBX and voice mail, installation and changes, oversees the proper maintenance and utilization of installed hardware/software and supporting mechanical systems. Manages the day-to-day activities of the Service Division, including the implementation of the organizations managed Move/Add/Change procedure, field trouble shooting, and scheduling of service.

Responsible for the management of contracted personnel for PBX (switch) and voice mail and general switched communications network maintenance, control all switched communications inventory including entire cable plant, station sets, data equipment, electronic boards and cables. Staff, manage and support any repair shop operations established for switched telecommunications. Provides training/education and coordination of same for staff to accomplish the above tasks.

Analyzes, proposes and executes equipment and environmental upgrades and changes, as well as operational procedures improvements.

Provides direct supervision of all organizations Network Technicians and vendor technical staff to fulfill above functions and responsibilities.

College degree, preferably a B.S. in Engineering, three years direct responsibility and supervision of a large telecommunications system with several years management of telecommunications technicians and administration of same, or a combined equivalent of education and work experience. Experience in telecommunications service and maintenance preferred. Good technical working knowledge of telecommunications PBX's and voice processing systems, preferably in a large PBX system environment. Experience in a large, complex organization or corporate structure environment preferred, knowledge of organizations environment helpful. Must have good interpersonal, verbal and written communication skills. Must be able to work in stressful situations. Working experience with PC's or mainframe software desirable.

Primary responsibility is to plan, design and provide advanced troubleshooting for switched telecommunications voice/data/voice processing networks and provide capacity planning.

Under general direction from the Director, provides technical and managerial leadership in the design, planning and advanced troubleshooting of Organization wide voice/data/voice processing telecommunications networks and facilities. Participates in the development of organization‑wide guidelines and policies governing switched network services. Responsible for the evaluation and potential implementation of new and emerging switched telecommunications technologies, including hardware and software and their application for organizational and administrative uses. Maintains active current awareness in Organization community on telecommunications industry trends and assessments of new and changing technologies. Provides technical guidance and consultation on technical issues such as: switched voice/data telecommunications implementation and support, microwave systems, recovery plans, risk assessment and use of new and emerging switched telecommunications technologies. Provides necessary documentation for the smooth implementation of new technologies. Active participant in the University's strategic planning for future capabilities in support of remote, on‑site and wide area networks and the use of high speed/bandwidth local area networks.

Receives general supervision and guidelines from the Director, Information Services Support Operations. Works closely with other managers of technical areas.

Provides direct supervision and development of own staff of telecommunications analysts, programmers and engineers. Works closely with other organization Managers and personnel as appropriate.

College degree in related area, preferably a B.S. or M.S. in Electrical Engineering, Computer Science or Telecommunications, minimum of ten years experience in the field of switched voice/data telecommunications and knowledge of data processing, or combined equivalent education and work experience. Must have an excellent working knowledge of switched voice/data telecommunications software and hardware and thorough knowledge/understanding of current and emerging technologies. Should have working knowledge of PBX's, preferably the IBM CBX series of switches, synchronous and asynchronous protocols and voice processing/massaging systems. Knowledge of digital, analog and broadband transmission technologies. Excellent interpersonal, verbal and written communication skills are essential. Supervisory experience desirable. Experience in a large, complex telecommunications network and/or data processing environment desired. Ability to plan and make decisions for future implementations of switched networks. Must be able to work under tight time schedules and pressure.

Establish and maintain user, maintenance and operations documentation for the division. Organizes, prepares, designs and conducts training and educational programs for users, operations, maintenance, engineering and management personnel.

Serves as an advisor to the Director of Telecommunications on non-technical matters related to specific areas of training and program development and participates in group processes related to the overall management of the Telecommunications Division.

Maintains an awareness of available technologies and services available within the Telecommunications Division. Organizes, designs, prepares and conducts ongoing training and educational programs for users and operations, maintenance, engineering and management personnel, estimating costs and evaluating cost-effectiveness.

Evaluates effectiveness of training programs and seminars and modifies or develops new programs to enhance the training efforts.

Establishes and maintains a Telecommunications Division reference center to include user, operations and maintenance documentation, trade journals and other relevant materials.

Evaluates and modifies or develops user, operations and maintenance documentation for all telecommunications networks.

Evaluates and recommends changes to documentation, selecting periodicals, reference manuals, and text dealing with telecommunications products and technology.

Composes articles for and coordinates the publication of a telecommunications division newsletter.

Composes articles for and coordinates the publication of telecommunication newsworthy items in the organization's news media.

Maintains records of training and documentation activities. Assists in the preparation of divisional reports.

Maintains responsibility for assigned budgets and ensures compliance with the organization's general, fiscal, budgetary and personnel policies and procedures.

Reports to the Director of Telecommunications. Coordinates training and documentation efforts with the Director of Personnel. Works with other managers of technical areas to coordinate training efforts.

Supervises assigned staff, reviews and evaluates their work and initiates personnel actions.

Bachelor's degree in liberal arts or English and 2-3 years of relevant technical experience; or an equivalent combination of education and experience.

This position provides to the organization community assistance in maximizing the operation and use of the telephone system and its services (Voice Mail, Automatic Call Distribution [ACD], station features, etc.). The position manages all PBX station repairs and moves, adds and changes (MAC) and ensures integrity of station software and features. This position is responsible for the overall administration of the PBX and its software.

This position is faced with a rapidly advancing industry involving highly technical equipment and issues. The position must thoroughly understand the functionality/capabilities of the organizations telephone system and the needs of the user community and be able to make satisfactory recommendations. It is critical that this position have an understanding of the implications all hardware and software changes will have upon the telephone system and if the switch can handle the changes. The position needs a knowledge of how the switch is configured, what peripheral equipment is used and needed to solve problem(s), how the equipment functions and what the implications are for system traffic.

The organization is in a state of constant flux and change. This position is responsible to ensure that moves and changes of telephone services are done expeditiously. The incumbent must stay current on developments, enhancements, etc., in the telecommunications industry. He/she also must keep current on the capacities/capabilities of the telephone system. There is a high volume of calls coming into the office about problems, questions, etc. Accomplishing the software changes and the coordination of system moves, adds and changes while supervising/handling a heavy call volume is difficult.

This position makes decisions regarding the design and use of the telecommunications system and special applications such as Voice Mail, Call Processing and ACD. It establishes/changes installation dates and priorities to ensure timely installation of telephone/data services. This position also makes decisions about exceptions to departmental policies for MACs. It is also responsible for ordering and ensuring an adequate supply of spare telephones for MACs and installations. Major expenditures of funds and changes to system-wide software/hardware are referred to the Director.

-- Process and send repair orders accurately and quickly to ensure technician response within 24 hours.

-- Perform initial troubleshooting to ensure a problem isn't user error or training.

-- Prepare and implement training program for Telephone Consultation Center full- and part-time employees to ensure they handle calls and process orders properly.

-- Perform hardware changes that do not require Network Facilities support (no cable/wire cross connecting required).

-- Develop and implement procedures and policies for workflow according to organization and office policy.

-- Keep Director informed of all major projects, problems, and prepares monthly activity reports.

-- Maintain a knowledge of telephone system capability and capacity (features, wired-for, equipped-for and installed).

-- Perform all software changes required for telephone, software groups, system parameters, class of service, etc.

-- Stay current on PBX features/functionality by attending various training classes provided by vendor or other companies.

-- Ensure adequate training for full- and part-time staff on routine software changes.

-- Maintain accurate records of system database, building floor plans, work and repair orders, etc.

-- Develop training classes and materials for telephones, Voice Mail, ACD, and other telephone-related topics (e.g., etiquette).

-- Provide instruction to new staff and administrative personnel on the telephone system.

-- Provide Voice Mail and ACD training to new subscribers, agents and supervisors.

-- Provide consultation to departments making changes to their telephone configuration/operations.

-- Train and supervise Telephone Consultation Center employees to work with departments in preparing orders and answering questions.

-- Work with Physical Plant and departments on renovations, remodeling and new facilities to ensure adequate telephone services for the department's needs.

-- Understand system parameters, traffic, and have a knowledge of how different configurations affect traffic and channel usage.

-- Perform regular software checks, traffic studies, disk studies and make recommendations on when to purchase more hardware.

-- Understand organizations departments' communications needs well enough to make recommendations and help solve problems with high call volumes, etc.

-- Help departments utilize ACD statistics to improve response and service to callers.

-- Understand the implications to the organizations telephone system and make appropriate recommendations when adding a new ACD group (traffic, nodal configurations, ports available, etc.).

-- Recommend hardware/software requirements to support ACD groups, i.e., digital announcers, terminals, printers, ports, channels necessary, etc.

-- Prepare monthly reports on hardware inventories, phones installed, disconnected, upgraded, etc.

Reports directly to the Director, Communication Systems. Expected to perform daily and routine tasks with a minimum of supervision. Initiative and decision making is encouraged. Works with other managers of technical areas to coordinate all Consultation efforts.

-- Provide professional development opportunities through seminars, meetings, classes, etc.

A bachelor's degree in Business, Telecommunications, or Industrial Training, or an equivalent combination of education and experience from which comparable knowledge and abilities have been acquired, is necessary. A minimum of two years experience with telephone system administration is preferred. Experience in administering and programming data bases is desirable.

Responsible for the management and supervision of the provision of switched telecommunications and voice processing analysis, design, order processing, training and marketing programs to the entire organization.

Under general direction, provides administrative, technical, and educational supervision in the design, development, promotion, implementation and use of switched telecommunications services and voice processing systems. Manages switched telecommunications analysis, design and order processing services; trouble resolution desk; and operator information services, all in a multi‑vendor environment. Provides input for the development and employment of organization‑wide guidelines for current and future uses and enhancements to the organizations switched telecommunications system. Provides general and specific instruction on technical issues and the use of new and emerging technologies. Provides necessary documentation for the smooth transition of new switched telecommunications technologies brought into operational use.

Works closely with all Managers of Information Systems, User Services and Systems/Applications Managers from both the Academic and other organization personnel as is appropriate.

Receives general direction with specific goal objectives from the Associate Director, Client Support and Services.

Exercises direct supervision of Telecommunications Analysts, Voice Messaging and Services Coordinators, Chief Telephone Operator, other related organization positions and vendor Customer Service Representative.

College degree, preferably a B.A. or B.S. in related area, a minimum of five years experience in telecommunications management, analysis and design and/or data processing management, or a combined equivalent of education and work experience. Strong working knowledge of telecommunications and voice processing technical and managerial concepts, and large PBX system environments. Must have excellent interpersonal, verbal and written communication skills. Supervisory/management experience. Experience in a large, complex organization or corporate structure environment required. Knowledge of organizations environment helpful. Ability to interface with users and staff and possess excellent oral and written communicative skills. Must be able to work in stressful situations. Working experience with PC's or main frame software.

Responsible for telecommunications support systems as well as managing support services and staff. Utilize technical data expertise to assist other department staff with organizational data communications integration.

Duties include: responsible for operation of computer and associated computer system management system; act as liaison with computer system vendors to ensure the necessary day-to-day support is provided and to facilitate system upgrades; act as department liaison with telecommunications and computer operations and systems to ensure compatibility of purchased software as well as to minimize operation and maintenance costs; act as liaison to telecommunications management system vendor to ensure necessary support for the billing/management software purchased from them; establish and maintain procedures and tracking mechanisms such that telecommunications support systems operate efficiently; responsible for ensuring adequate documentation is maintained for both computer and telecommunications management systems; assist Senior and Staff Engineers in organizational data communications integration, working with installed software to minimize costs to organization; assist Director with short and long-range planning efforts involving telecommunications support systems; assist Business Manager with short and long-range computerization of telecommunications department; keep current with industry-wide and system specific technologies; maintain a working knowledge of appropriate tariffs.

Occasional overnight travel required. Will be required to work with CRT's on a daily basis.

Receives general direction from Director. May be assigned specific assignments and projects from Director and other key staff members.

No direct supervisory responsibilities, but must ensure that routine support services are maintained at an appropriate level. This will require indirect supervision of other department employees and day-to-day supervision of employees assigned to Telecommunications.

Four year degree required in Computer Science or equivalent experience. PC and terminal familiarity with vendors equipment or equivalent required. UNIX and COBOL required, C and Script preferred, CICS communications system knowledge required. Data communications experience necessary, telecommunications, PBX and network knowledge desired. Good written and verbal communications skills essential, supervisory abilities required. Must be able to work in a fast paced office environment.

Primary responsibility is to plan and design the organizations telecommunications networks and capacities.

Under general direction from the Director, Information Services Support Operations, provides technical and managerial leadership in the design and planning of data/voice communications, networks and facilities and the development of organization‑wide guidelines and policies governing network services. Assumes the responsibility for the evaluation of new and emerging technologies, including hardware and software and their application for organizations goals and administrative uses. Maintains active current awareness in industry community on telecommunications trends and assessments of new and changing technologies. Provides general advice and consultation on technical issues and use of new and emerging communications technologies. Provides necessary documentation for the smooth implementation of new technologies. Active participant in the organization's strategic planning for future capabilities in support of remote and onsite supercomputing and the use of high speed/bandwidth local area networks.

Receives general supervision and guidelines from the Director, Information Services Support Operations. Generally works on specific projects for planning or implementation purposes.

Will provide direct supervision and development of own staff of telecommunications analysts, programmers and engineers. Will work closely with the Manager of Computer Operations, User Services Manager, and Systems Managers from all data processing and telecommunications groups and other organization personnel as appropriate.

College degree in related area, preferably a B.S. with an M.S. highly desirable, in Electrical Engineering, Computer Science or Telecommunications, minimum of five years experience in the field of data communications and data processing, or combined equivalent education and work experience. Must have an excellent working knowledge of data communications software and hardware and thorough knowledge/understanding of current and emerging technologies. Should have working knowledge of LANs, Common Carriers, synchronous and asynchronous protocols. Familiarity with SNA, X.25, Ethernet, DECnet and PBX technologies. Knowledge of digital, analog and broadband transmission technologies. Excellent interpersonal, verbal and written communication skills are essential. Supervisory experience desirable. Experience in a large, complex data communications network and data processing environment required. Ability to plan and make decisions for future implementations of networks. Must be able to work under tight time schedules.

Provides overall management and direction for the implementation of distributed, large scale telecommunication systems, local area networks and wide area networks.

The Project Manager maintains complete control and responsibility for the entire installation and implementation process of large scale telecommunication systems. Specific responsibilities include: submitting proposals for installation work to be performed; issuing bids and reviewing same for contract services; selecting and bringing on board a comprehensive implementation team according to project needs and specifications; oversee the complete work of all subcontractors; initiate and manage the collection of all necessary data and coordinate with databases for use of project management and switch loading; read blueprints and schematics and interpret same for assignment and distribution of work; provide continuously updated project schedules to meet predetermined cutover date; provide correct and up-to-date financial information related to the implementation schedule and projected costs, and initiate cost control mechanisms; maintain constant liaison with users and clients affected by the installation process; organize and manage appropriate meetings to meet stated goals of the implementation team; provide information for best and most economical installation methods and routes for inside/outside plant and station wiring utilizing computerized project management software; provide guidance and advice to client/user on construction/renovation of switching premises, including power, HVAC and space configuration. Responsible for the adherence to local code compliance, i.e., asbestos abatement, electrical work, etc.

Supervision will normally be guided by organizational Oversight Committee. Direction will often come from various owners/occupants of premises where work is being performed.

The Project Manager exercises extensive supervision of own implementation team and that of subcontractors assigned to the project. May supervise several projects, and therefore several project teams at the same time.

College degree, preferably in Engineering, Telecommunications or Business Administration. Significant expertise in project management implementation and project tracking, using the phased development management approach or equivalent systems. Experience using PC based project management systems developing PERT networks/GANTT charts, critical path and other project management tools such as spreadsheet and data base programs. An understanding of the legal and code implications of the installation process. Enhanced management, organizational and leadership skills. Enhanced oral and written communications and interpersonal skills with end-users and management. Experience with contract negotiations with vendors of; hardware, software, contract installers, unions, telecommunications installation equipment suppliers and education support. Proven ability to work effectively with vendors in managing the installation of hardware, software, inside/outside plant and station wiring and equipment. Experience in implementing telecommunications systems, to include: local and wide area networks; PBX; wiring of fiber and twisted pair; the interoperability of FAX and telecommunications equipment and teleconferencing. Knowledge of peripheral systems such as call accounting software, telecommunications management systems, call attendant and voice mail systems are desirable.

Under general direction administers the operational and administrative activities of the Office of Telecommunications.

Under general direction, responsibilities include; the formulation, recommendation, interpretation, and implementation of systems, procedures, and policy as they relate to the day to day administrative operations of the Telecommunications Office. Provides data and oversight of the financial accounting system reporting schemes and input to the operational budgeting process. Aids in the monitoring of utilization levels and trends throughout the organization to determine quality of administrative service of telecommunications operations. Works with appropriate personnel to resolve administrative telecommunications problems and for analysis of new or existing systems. Coordinate with vendor and organization staff the billing and collections of moves and changes of service. Will aid in the development of telecommunications administrative systems and computerized telecommunications analysis and accounting systems. Must exercise considerable initiative, planning, and judgment.

Will work closely with representatives of local telephone company, American Telephone and Telegraph Information Services and Communications, similar vendors, and interfacing departments.

Bachelor's degree, preferably in a related field or Business Administration, minimum five years management responsibility, preferably in the same industry, which includes four years of direct involvement with telecommunications or, equivalent education and work experience. Knowledge about governmental telecommunications regulations and tariffs preferred; experience with automated telecommunications accounting systems and network statistical analysis helpful. Experience with budgets and accounting procedures. Exposure to large IBM/Rolm or other large telecommunications system and knowledge of PBX systems in general preferred. Experience with PC systems software and hardware helpful. Experience working with a large, complex organization or corporate structure environment preferred. Knowledge of organization environment helpful. Must have excellent interpersonal, verbal and written communication skills. Ability to interface well with users and staff. Must be able to work in stressful situations.