Leslie V. Riley2900 Burley Ridge TerraceChester, Virginia 23831804 717 8261 Home; 804 301 2242 Mobile

Objective: To work for a company that will provide me with the opportunity to leverage my work skills related to customer service, hands on troubleshooting, communications leadership, and diagnosing technical and non technical problems.

Professional Altria Client Services February 1999 to March 2016Experience: Richmond, Virginia

Senior Analyst Technology Senior IT Analyst with experience managing vendors, equipment installations, contracts, processes, mini-projects, network operations, compliance, inventory, assets, procurement, and adherence to internal policies and procedures per company guidelines. Technology includes Voice (Cisco VoIP, Cisco Contact Center, Legacy PBX phone systems), Data (LAN/WAN, Firewall, IT and Physical Security systems), Video and Videoconferencing systems, Wireless, and Radio technologies. Collaborating with internal and external business organizations, including Executive Senior Leadership Team at Corporate Headquarters. Managing and coordinating resources for projects, operations, and internal and external escalations.

Lucent Technologies/AT&T Paradyne September 1986 to February 1999

Richmond, VirginiaOn-Site Customer Specialist July 1996 to February

1999Experienced on-site local support engineer at Philip Morris USA. Responsible for equipment installation, troubleshooting, repair, and updating customer and employer management teams. Coordination and overseering remote vendor support services, maintenance visits, and managing inventory provided by equipment suppliers. Managed AT&T, Sprint, and Verizon Telco Services.

Customer Service Engineer September 1986 to July 1996

Trained in Analog and Digital Communications. Responsible for installation, configuration, testing, and repair of equipment. Coordinating the installation, troubleshooting, repair, and escalation of Telco services. Coverage areas include Virginia, New Jersey, Eastern Pennsylvania, Delaware, and Northern Maryland.

Project Manager I October 1993 to September 1994Responsible for managing communications projects from initial phase to closure. Ensuring a complete business solution is obtained to the customer’s satisfaction and coordination and management of projects for major and national business accounts.

Arcata Associates, Inc. May 1984 to September 1985

Nellis Test Range, NevadaTelevision Ordnance Scoring System Technician

Ford Aerospace Communications Services, Inc. July 1981 to May 1984

Nellis Test Range, NevadaOperations and Maintenance\Lead Technician

Burroughs Corporation June 1980 to June 1981Piscataway, New JerseyJunior Technician\Group Leader

Education: DeVry Technical Institute Graduated June 1980

Woodbridge, New JerseyElectronics Technician

Concentration in Digital and Analog circuit analysis, microprocessors, communications, video systems, and technical laboratory.

Professional Altria Client Services February 1999 to PresentTraining: Philip Morris, USA

Richmond, VirginiaClasses/Seminars Appreciating Differences (Diversity) November 10, 2015 Deploying Cisco Unified Contact Center Express Software v9 March 16, 2015 Administering Unified Contact Center Enterprise v8.0 CVP and IP July 14, 2014 Cisco Unity Connection Administration v9.0 July 17, 2014 RFS Initiation Training June

24, 2014 Microsoft Project 2010 Level 1 June 23,

2014 Configuring, Managing and Maintaining Windows Server 2008 October 8, 2012 How to Gather and Document User Requirements January 2, 2012 RTT-Requirements, Testing and Traceability November 10, 2010 Introduction to Networking October 20, 2009

Effective Business Writing Class September 26, 2008Cisco VoIP and IP Telephony Call Centers (BCR) July 11-12, 2007Total Vendor Management Class

March 2006Understanding Network Fundamentals (Global Knowledge) November 6-9, 2006Wireless Technology, Computer Emergency

Response Team (CERT), WAN Technology and Critical Security Vulnerabilities (SANS Institute) July 21-

22, 2003EEI Technical Writing Class January 30-31,

2002Visio Enterprise 2000 Network Documentation March 26-27, 2001Project Management Methodology (Philip Morris USA) June 15-16, 2000Basic Intuity Audix Voicemail Administration (Lucent) June 7, 2000Definity Release 6.0 Telephone Administration (Lucent) June 7, 2000Definity Enterprise Communications Server (Lucent) July 14, 2000

CentreVu Supervisor Administration (Lucent) July 20, 2000Priority Planning Workshop (Pritchard & Associates) September 30, 1999Priority Management Workshop (Pritchard & Associates) June 05, 1999Understanding PBX Systems & Technologies (BCR) April 19-21, 1999

Paradyne/AT&T Paradyne September 1986 to September 1994 Trevose, Pennsylvania

Classes\SeminarsIntroduction to Project Management, (MS6310) 3600 DSU

TrainingInternational Standard Organization, (ISO 9000) Statistical

MultiplexersContinuous Improvement Training Low/High Speed

ModemsQuality Service Skills Class Digital Data

CommunicationsLAN\WAN Interworking Time Division Multiplexer

(TDM)MS Office Excel Data Communications

FundamentalsHigh Speed Telco Services

References: Available upon request