Margaret Renee Wilson

641 Halley Lane, Lancaster, TX 75146 · (214) 868-8111 · margaretreneewilson@yahoo.com

 

 

A self-motivated, articulate, detail-oriented and reliable individual with a professional demeanor in responding to challenges in a quick paced business environment. Strong technical and business qualifications with an impressive track record of more than 15 years of hands-on experience in provisioning circuits, DS1, T3, T1, OC3, OC12, OC48, Trunks and analysis of all special access circuit orders for Interexchange carriers. Worked in fast-paced environments demanding strong organizational, technical and interpersonal skills. Highly trustworthy and committed to superior customer service. Hands on experience leading all stages of cost saving for the company. Managed major Projects, able to coordinate and direct all phases of project based efforts while managing, motivating and guiding teams. Confident and poised in interactions with individuals at all levels.

 

§ Extensive experience in Provisioning with, DS0, DS1, DS3, MPLS, OC3, OC12, OC48, Trunks, DID, PRI, ISDN, T1, 56K, Internet MIS T1s, State and Local Tariff, DSL, payphone lines, inmates phone lines, video visitation phones and pots lines.

§ Successful track record of Project Management, Cost Saving for the company.

§ Participated in core groups to improve processes & procedures and contributed to company database enhancements.

§ Have experience working with a wide variety of domestic & International IXCs, LECs, CLECs, RBOCs. Vendors including; Allegiance Telecom, AT&T, BellSouth, Cable & Wireless, MCI, Verizon, Qwest, Sprint, Time Warner and Global Crossing.

§ Data Base; Microsoft Word, Excel, PowerPoint, MS Office, CAMS, CABS, CCS, ASAP, LERT, QMF, NECAA, MECCA, NNMC, NMOC and WFM.

 

 

HIGHLIGHTED CAREER ACHIEVEMENTS

·   Revenue Cost Saving - Within six months, generated $42,537 in revenue for Securus Technologies.

·   Account Development – Successfully oversaw and coordinated and managed the TDCJ Project, provision 124 MPLS Circuits (T1s) and phone lines for Securus Technologies.

 

PROFESSIONAL EXPERIENCE

 

Project Manager – Securus Technologies, Carrollton, TX (May 2013to Present)

Responsible for coordinating the successful planning and execution of small to medium scale implementation projects. Ownership of the coordination and completion of all activities required to complete assigned projects for customer accounts, as well as infrastructure deployments and integration projects within the scope of the projects.  Budget planning and management; human resource coordination and scheduling; material requisition and shipping/delivery; telecom provisioning; quality management; and other essential project management duties. Plan each project based on defined requirements and success criteria such as time, cost and quality standards. Responsible for managing the project budget. Works directly with Sales, Operations, Technical Support and Securus Customers to coordinate and execute the delivery of features, products, and inmate calling systems. Act as the primary customer contact and Securus Operations representative for small and medium scale implementation projects, plans each project based on defined requirements and success criteria such as time, cost and quality standards.

 

 

Provisioner / Project Implementation Specialist – Securus Technologies, Dallas, TX (October 2008 to May 2013)

Support major projects and single orders. Possess a strong ability to coordinate multiple projects for DSL, T1 and MPLS including provisioning and installation to ensure customer satisfaction. Responsible for the circuits and services from conception to completion, including analysis, provisioning, design, order verification, tracking, documenting and installation. Provision and design all levels of circuits in system of record. Track and complete assigned provisioning and circuit design tasks on orders as required meeting or exceeding customer expectations. Coordinate with internal and external departments such as ILECs/CLECs to establish connectivity for the products and services requested. Keep detailed notes on every install and distributing proper information to all levels of management. Process ASR Order for DSL,DS3, OC3, OC12, OC48, Trunks, DID, PRI, ISDN, Voice over IP, POTS LINE, COIN LINE, T1s, 56k, MEGS, MPLS Circuits etc. provide DSL, POTs Lines and MPLS price quotes for Network Planning Engineer. End to end provisioning of voice and data networks, perform translation and trunk provisioning and testing to implement ISP, ISDN and data customer orders. Coordinating and tracking circuit delivery with technicians, engineers, other team members and vendors. Issuing change orders disconnects circuits as needed. Monitors the circuit delivery process related to installation and maintenance of dedicated circuits.

 

Project Management Specialist – Nortel Networks, Richardson, TX (March 2007 – October 2007)

Managing and processing of all MVR quotes, orders and equipment returns per annual NNSS. MVR organizations. Ensure a high level of customer satisfaction was achieved while providing a single point of contract for all MVR order issues and questions. Develop and maintain a customer service representative, order manager job manual for MVR methods and procedures. Project Manager for all ongoing core work ensuring that other simultaneously projects were not affected by core work and project leads are aware of any potential impacts. Projects include working with vendors plan, schedule, and track progress. Perform liaison responsibilities to the core systems group and proactively work to ensure all new system processes are rolled out to the region customers in a timely and function manner. Prepare and manage weekly distribution of equipment tracking, order input, booking activities and customer escalation resolutions. Monitor all customer orders ensuring compliance with TEO commitments, order, deliver schedules, expectations, coordinating priorities and core deliverables. Progress while identifying any risk, deficiencies and recommending corrective action as required. Provide marketing service support and guidance to customer and core organizations specific to MVR processes and products. Perform management tracking and reporting to ensure the orderly flow or orders using tracking databases within the scope of account responsibility. Tracking regional quotations of MVR productions and interface with sales to ensure customer commitments are achieved. Proactively resolve customer invoice denials, billing issues, delivery problems and other order equipment related concerns through Nortel 3^rd party customer interactions. Process customer orders and RMA request within targeted turnaround times.

 

Sr. Provisioner – Valor Telecom, Irving TX (January 2001 – October 2006)

Performs order entry, validation, review, provisions circuits, DS1, T3, T1, OC3, OC12, OC48, Trunks and analysis of all special access circuit orders for Interexchange carriers. Submit and complete ASRS to establish or augment circuits and trunks. Use system to remote monitor product provides complete visibility to remote sites from the user’s desktop, giving the user a real time monitoring solution. Track information about the company’s telecommunications network. Create reports vary from size 20 to 7,000 lines resolve network capacity requirements for Valor’s long distance network. Work each day with outside technician to resolve long distance and local service issues. Search for available CFA for all circuits’ orders. Create CLR/DLRs for all circuits create in Valor system. Sent the FOC when order has been completed. LEC and CLEC order entry. Interact with LEC and CLEC’s to obtain there CFA, DLR, LOA and FOC for orders submitted. Communicates with customer to ensure orders are complete and accurate. Coordinates with internal departments to ensure order due dates and provisioning task are performed by scheduled dates. Communicates with joint service providers to coordinate due dates and exchange pertinent order details. Work with design engineer to design circuit for Co-tech in the field. Once I input order into the system, order is track until circuit is wired and completed. Communicates any order status changes to customers and possible delays in provisioning task to internal departments, customers and connecting companies when task cannot be completed by scheduled date and escalate when necessary. Set up 800 toll free routing using SMS/800 service provider for management of toll free services. Set up toll free Resp Orgs to port customer 800 number without changing their toll free number. Set up Vanity 800 toll free number for Business lines. Assigns billing charges for completed orders. Updates provisioning system with the latest status of orders. Prepares and maintains metrics for individual performance. Demonstrates excellent verbal and written communications as well as competent computer skills. Other duties and special projects as assigned. Provided price quotes for access services from the FCC interstate access tariff, local exchange tariffs and state access tariffs. Research carrier access billing disputes and inquires.

 

Provisioner, Sr. Integrated Billing Specialist, CSG Early Warning Department, Sr. Customer Service Associate – Sprint/Sprint PCS, Forth Worth, TX (March 1991 – January 2001)

Lead senior specialist helped supervised a total of ten to twenty employees. Coaching and monitor the customer advocacy representative. Billing reports, performance reports for the entire employee’s. Handle and received long distance, and PCS inquire by customers. Receive and process all customers inquire relating to billing, credit payment, adjustment, account information and change status. Act as a liaison between PCS sales and internal/external organizations to resolve customer issues. Utilize multiple databases, trouble shoot customer problems including basic service, equipment, voice mails and wireless data. Test new service concepts that advance the corporation’s thinking of service in a bundled environment. Identify, analyze and resolve problems and complaints. Assure integrity and accuracy of company records. Install and set up new account for customer wireless phone. Activate wireless phone, explain wireless plans and services. Interface directly with the customer and complete requests for new service. responsible for maintaining records of activities and coordinating service order activities with ILEC's, CLEC's, IXC's, remote hands technicians and other internal groups.

 

Primary Responsibilities:

·   Provisioning of E1, E3, DS1, DS3, OC3, OC12, DSL and Metro Ethernet.

·   Place orders with LECs & other carriers, both domestic and international.

·   Collect & disseminate all support details with companies to order process (LOAs, CFAs, DLRs, ASRs, etc.).

·   Utilize provisioning, ordering and inventory software.

·   Verify that confirmation and designs are received for the LECs and operating companies in a timely basis.

·   Provide accurate and timely updates to both customers and internal groups.

·   Escalate when needed.

·   Maintain current files on all orders.

·   Interfaces with customers through lifecycle of circuit implementation including completion of test and turn up.

·   Coordinates work and maintenance activities with customers, vendors and internal team members.

 

 

 

 

 

 

 

CSG Early Warning Department

Monitors all call traffic processed over the Sprint Network for both new and existing customers. Main goal to minimize the financial risk associated with new and existing customers that exhibit unusually high levels of pre-billed usage. Identifying and treating customers prior to invoicing. Reduce overall revenue adjustments.

Sr. Customer Service Associate

Answering inbound residential service inquires for both existing and prospective customers. Assisting in the follow; training, handling escalated calls, subject matter expert, special project, performing in-charge duties for Supervisors, coaching and monitor new hire classes. Provide billing and trouble support to our customer base. Account maintenance adjustments and credit. Upgrading service to meet customers’ needs. Customer retention, demonstrated leadership skills by motivation peers and offering encouragement and guidance. Utilization of empowerment skills in decisions regarding customers. Provides basic customer service for a high volume of primarily routine inbound telephone calls with the objective of selling new or additional products and/or services while providing customer satisfaction and retention. Interacts with customers and company sales and/or service representatives to handle a variety of functions. Answers non-technical questions regarding company products, and determines the status of returns, repairs, replacements, orders, delivery schedules, etc. Maintains records of returns, schedule changes, product enhancements or changes, and product pricing. Resolves return credit problems. May answer billing questions. May take orders by telephone and handles correspondence from customers and representatives. Quotes prices and delivery dates. 

 

 

 

EDUCATION

1982 to 1986	Graduated High School Diploma, 1986 James Madison High School – Dallas, Texas
2003 to 2005	Associated Of Applied Science Degree in Criminal Justice Everest College – Dallas, Texas

 

CONTINUING EDUCATION CLASSES

       2011 to PresentCisco Engineer Certification – CCNP/CCNA

Attending Richland Community College

(Working toward getting my Cisco Certification)