Gene Trouteaud
Glendale, WI 53217
414-208-GENE
Skill Summary
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Superior technical, analytical and management experience in
client services, telecommunications and technology.
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Expert in all facets of telecommunications, including network and system
design, traffic engineering, provisioning, infrastructure and
facility operations, vendor management, contract negotiation,
purchasing, and accounting.
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Advanced skills and experience in automation, process improvement, work
flow, and cost/benefit analysis.
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Developer level skills in Microsoft Access, advanced Excel, complex
Word, Visio, and all Microsoft Office applications.
Work and Leadership Philosophies
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Develop innovation. Exceed customer requirements 100% of the time.
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Take responsibility for failure and give credit for success.
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Concentrate on things that add value, increase productivity, and reduce
costs.
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Anticipate industry changes, preparing for failing, as well as
up-and-coming vendors.
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Operate with the understanding that our suppliers and employees are also
our customers.
Professional Experience
Telecommunications and Technology Outsourcing
ACS, a Xerox Company – Milwaukee, WI
June 2010 to Present
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Responsible for ITO team leadership, telecom engineering and other
services for ACS outsourcing clients.
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Assigned as focal point for telecommunication
support and consulting at
multiple signature accounts.
Telecommunications and Technology
CoilCord.com, LLC - Glendale, WI
Jan 2003 to Present
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Provide
training and consulting for enterprise
customers and vendors. Nortel expertise recognized worldwide.
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For Milwaukee County (Government): 2010: Provide system administration
and staff technical training, supporting the Courthouse Complex,
Milwaukee County Grounds, and all other County owned facilities.
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For CC&N (a Pewaukee company): 2008-2009: Provide technology support
services to 150+ Nortel customers.
Telecommunications and Technology
Robert W. Baird, Inc. - Milwaukee, WI
Nov 1998 - Jan 2007
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Responsible for telecommunications operations,
technology, and planning for Baird's corporate office and 80 US and
European branch locations.
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Responsible for all IT payables, exceeding $30 Million annually.
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Manage installation and repair of all voice and data access, including
wireless, video conferencing, broadband, Frame Relay, ATM, PRI and
OC3/OC12 SONET facilities.
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Without increasing costs, developed redundant, four-carrier on-SONET and
non-SONET call routing network that virtually eliminated the possibility
of outages or interruption of trading operations.
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Within three months of hire, identified a carrier billing error that
resulted in a $270,000 refund. Negotiated all aspects of this refund
without external auditing. Subsequently coordinated third party audits
every three years, resulting in an additional $700,000 annual savings
over nine years.
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Implemented video conferencing systems throughout four regional
offices. Implemented voice conferencing service bureau that was more
cost effective than on-site bridging.
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Implement and administer advanced telecommunications systems including
SONET, PBX, voice processing, voice logging, call accounting, ACD
reporting, and trading turret systems.
Telecommunications and Technology
Children's Hospital - Milwaukee, WI
Nov 1996 - Nov 1998
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Responsible for all telecommunications within the
states leading pediatric health care system.
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Successfully completed system-wide conversion from Centrex to Nortel PBX
with over 3500 lines.
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Implemented Physicians Answering Services (service and related systems),
which subsequently served over 600 clients.
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Converted a totally paper based records and financial reporting method
to an on-line operation.
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Developed various on-line applications for use in other Information
Services departments.
Other Experience – Through 1996
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MGIC Investment Corp –
Telecommunications and Technology
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Milwaukee Insurance – Network / Telecommunications Analyst
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Deluxe Data Systems – Telecommunications Analyst / Facility Coordinator
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Nortel/Northern Telecom – Field Engineer
Education and Training
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Managing the Inbound Call Center - SkillSoft
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Introduction to Avaya Communications Manager – Avaya Learning
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Introduction to Six Sigma - SkillSoft
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ITIL V3 Framework - SkillSoft
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Cisco CIPT1 6.0: Introduction to Cisco Unified Communications Manager -
SkillSoft
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Cisco CVOICE 6.0: VoIP Overview - SkillSoft
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Cisco ICND1 1.0: Network Communications and Connections - SkillSoft
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Cisco ICND1 1.0: Network Fundamentals - SkillSoft
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BMC Remedy IT Service Management - BMC
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CS1000 Update - Release 5.5 - Nortel
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The FISH! Philosophy - Leadership Training - Baird
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Windows 2000 Professional - Microsoft
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Meridian X11 Update - Release 23 - Nortel
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MATC Forward Management Program: Supervision; Leadership Development;
Business Organization and Development; Human Resources Management;
Effective Business Presentation; Problem Solving Methodology; Employee
Relations; Financial Accounting.
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Introduction to Cisco Router Configuration - Cisco
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Sniffer University - Network General
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Understanding Network Computing - UWM
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Norstar Installation and Repair - Nortel
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Meridian X11 Update - Release 19 - Nortel
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Customer Relations - Deluxe Data
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Understanding Quality - Deluxe Data
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Managing Employee Performance - MGIC
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Team Building - MGIC
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Communications Traffic Analysis - BCR Education
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Presentation Skills - MGIC
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Training of Trainers - MGIC
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Data Communications I & II - BCR Education
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Quality Performance Process - MGIC
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Management Practices - MGIC
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Managing Interpersonal Relationships - Wilson Learning
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Large Systems Installation and Repair - Northern Telecom/Nortel
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Basic Electronics - MATC
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Nicolet High School - Glendale, WI
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