From: route@monster.com
Sent: Thursday, October 22, 2015 2:22 PM
To: hg@apeironinc.com
Subject: Please review this candidate for: Network Pro
This resume has been forwarded to
you at the request of Monster User xapeix03
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1 Mark
Montano Cell 602-793-0060 Email mxmont2@yahoo.com O
B J E C T I V E
A
Position in the Communications Industry that will effectively utilize my
Customer Service, Sales, Problem solving, and technical skills to
improve operations and maximize company profits. E
M P L O Y M E N T
VP
Carrier Relations Citynet Arizona, LLC/ Trucom 02/04 – Present Implement and develop market strategies to achieve
revenue and growth goals for new startup office. My position includes setting
pricing for products and services offered. I have overall responsibility for
the auditing and inspection of all cost of service, Regulatory and billings
for the market. I have overall responsibility on filing Tariffs for Local and
Long Distance services. Developed Sales and Customer Service procedures and
training Materials. I setup and support all OSS interfaces between our
organization and RBOC. I negotiated Interconnect with RBOC for Facilities
Based and Reseller CLEC. Facilitate LNP with Nuestar. My Position includes
inside/ outside sales for Local and Long Distance, VOIP and transport services
to Business Customers as well. Business Project Management with other CLEC's,
IXC’s and Bell's. Manage Call Center Employees. Customer
Relations Manager / Qwest Communications 08/02 – 02/04
My
responsibility is working in a Sales environment for inside and outside sales
to win back customers who left Qwest from Wireless to Local, LD and
Internet. This Position includes test and turn up of Customers.
This is a Business-to-Business Channel. Providing excellent Customer Service
to new and existing customers. Technical
Support / Alltel Communications 06/02- 08/02
My
role was to provide Technical Support and Customer Service to Wireless
Customers Nationwide on their Voice and Wireless Internet issues. This
position includes inbound and outbound calling and up selling of services my
role was to provide Technical Support to Wireless Customers Nationwide on
their Voice and Wireless Internet issues. Customer
Service Mgr/ Business Financial Mgr. / Adelphia Business Solutions 11/00-
05/02
My responsibility included
supporting the attainment of Sales, Train Sales staff on Products, Track and
monitor Cost of Service. Manage the attainment of customer satisfaction
goals, implementation timelines, and billing and remittance standards. Monitor
the provisioning process, including, process flow timelines and accuracy.
Monitor the management of accounts receivable assets and articulate
receivable and bad debt standards. Monitor and advise on adjustment and bad
debt write off. Provide consultative guidance to General Manager and Business
Operations, which included Customer Care, Sale’s, and Operations with
Customer Care Standards, in the areas of order entry, billing, collections
and other general support. Managed call center employees. Team
Advisor, Sprint PCS 06/99 –11/00
Duties:
Monitor assist queue, walk floor take-escalated calls help coach advocates in
Customer Care and Technical Support departments from billing, price plans
& promotions and technical support issues. Work with Mission Control to
help advocates meet their key performance indicators. TSR Working trouble
tickets reported by customers on Sprint PCS CDMA network nationwide. Using
GUI to make Network changes on Lucent, Nortel, and Motorola switches for wide
range of issues. Troubleshoot network related Problems and track possible
trending network and cell outages nationwide. Determine if problems are with
LEC, Sprint PCS, roaming partners, or handset. Fix issues related to voice
mailboxes. Wireless Web updates, text Messages, and pager notification.
Remote access to OMP. Airtouch
Cellular 05/95 to 6/99
Technical
Support Specialists TSR working
trouble tickets and answering calls. Reported by customers and roamers in
Airtouch CDMA and Analog network For Southern California and Airtouch So Cal
customers who roam nationwide. Making changes in Nortel and Motorola Switches
for wide range of issues relating to service. Determine if Problems are with
Airtouch, LEC, roaming partners, or Handset. Set service appointments for
equipment. Fix issues Related to voice mailboxes. Track possible trending
Networks and cell outages. Monitor call details using AMA search and NMS for
handoffs between sites and in southern California Call Center
environment. (Time Management of TSR). Corporate
Billing Customer Service for
Corporate, Government and Key Accounts, using problem-solving skills daily to
resolve complex billing issues. Answering questions for future customers of
Airtouch service for retail and corporate. Helping Major Accounts and Direct
sales with account specific questions. Keeping myself knowledgeable about
constant changes for procedures and plans in call center environment. Fraud
Prevention Analysts in Customer
Service who worked fraud and possible fraud accounts. Overseeing programming
of cellular phones issuing adjustments for confirmed fraud. Monitored travel
watch calls (roaming customers in certain markets) also blackbird calls.
Making determination if subscriber was confirmed fraud or billing issue.
Determine start and stop times for fraud. Handling bandit records for roaming
customers Senior
Financial Service Rep This
Department handled making payment arrangements, informing customer of options
and forwarding all related material. Reducing churn, finding solutions for
escalated calls. Owner-
Montano Services 01/92 – 08/95 Conducted Pre-Employment Criminal background
checks
Education: B.A. in Business Administration –1999-Suffield CBT
COURSES: LAN & WAN NETWORKS, SS7, FRAME RELAY, NORTEL
PASSPORT, SONET, ATM, ISDN, VOICE FUNDAMENTALS Classroom: CCNA,
S
K I L L S -
20 YEARS
EXPERIENCE IN TELECOMMUNICATIONS VOICE/ DATA/ WIRELESS AND VOIP TAQUA/
LUCENT/ ERICKESON/ MOTOROLA/ NORTEL/ (SS7) ISUP/ SANSAY INTRADO-911/
NPAC/ CORA/EASE ASR-LSR/ IMA ASR-LSR/ DLIS/ REMOTE CONTROL/ RED HAT-LINUX/
QPID/ TNS-CNAM-LIDB/LERG List of Accomplishments Filed new
business for Telecommunications Company in Arizona and Nevada and administer
TPT returns for following cities Phoenix,
Chandler, Flagstaff, Glendale, Mesa, Prescott, Scottsdale, Tempe, Phoenix,
Apache Junction, City of Nogales and the State of Arizona State of
Nevada/ Acquisition separated Nevada Utilities Inc. from Broadriver
Communications. USAC- I file
Form 499A and 499Q. For both States AUSF, 911,
Arizona Corporation Commission Annual Reporting, City of Phoenix ROW, City of
Tempe ROW License and applications I facilitated the separation of two phone
companies "Citynet Ohio and Citynet Arizona", with Qwest,
(Incumbent Bell) and associated regulatory agencies. Services separated include the
following for Federal, and State services. Intrado - 911 platform, Nuestar - local phone number porting service, NANPA - number pooling administration, VeriSign/ TNS- CNAM- LIDB service, USAC 499A - universal service fund filer ID
AUSF- Arizona Universal Service Fund I successfully negotiated the following
Wholesale service agreements with Qwest CLEC Local Interconnection - local and Long
Distance Qwest Broadband Reseller - DSL/DIA QLSP for AZ, NE, MT POI Amendment I also setup user interface applications
for the following and administer IMA - interconnect media access - ordering
of une/eel last mile connection and resold services NPAC- Local Number porting tool. QORA - Access service request QPID- the ability to download DUF files
from Qwest on local resold services Remote Control- Platform to input and order
Resold LD services and to download Long Distance CDR's with our billing
platform P3 QPricer- Online Service Request for placing
Private Line and DIA services nationwide with Qwest IMA DA- this application allows us to input
our customers into Qwest DEX for directory services in Arizona. TNS- We use this application for
adding Customer name on lines (caller ID with name) REFERENCES BUSINESS MEL
URQUHART CELL: 6023274867 TITLE: GM ADEPHIA
BUSINESS SOLUTIONS LOCATION: PHOENIX AZ AARON CLARK CELL: 6023391463 TITLE: CEO TRUCOM, LLC LOCATION: GILBERT AZ ROBBIE VOGT CELL: 6026965079 TITLE: NETWORK ENGINEER TRUCOM
LLC LOCATION: GILBERT AZ ANDY ELLIFSON CELL: 4807332555 TITLE: NETWORK ENGINEER GO
DADDY LOCATION: SCOTTSDALE AZ JUSTIN MATA CELL: 5202381091 TITLE: RF ENGINEER CITY
OF PHOENIX LOCATION: PHOENIX AZ 1 |
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Languages: |
Languages |
Proficiency Level |
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English |
Fluent |
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