ARLENE PELON

                           806 Centerwood Court ◊ Brandon, FL 33511 ◊ (813) 928-9672 ◊

 

                                                                      PROFILE                                                                  

 

Provisioning/Network Specialist with 20+ years of comprehensive data and telecommunications experience. Expertise in customer service, sales support, project management, network translations and call routing in multiple switch technologies. I am currently seeking a full time career with the ability to grow within the company. Passionate about quality and customer satisfaction

 

PROFESSIONAL EXPERIENCE

 

MetroPCS/Contractor w/DISYS – Tampa, FL                                           10/2011 – Current

 

Administrative Coordinator/Projects provide support for the Director, Manager, Engineering and Switch Technicians with multiple projects

 

·         911 Decommissioning project – worked with Telecommunications Systems (TCS) group to validate the database to remove virtual sites for decommissioning.

·         TSP coding project - Verified billing records, found sites missing the Telecommunications Service Priority (TSP) codes. Sent requests to TSP group requesting codes for T1’s and issued ASR orders to LEC’s for TSP coding.

·         Microwave Project - Verified billing records, site data, T1 pricing, and Fiber-to-premise for ongoing microwave project.

·         Updated Access Database with missing T1 trunks data for all sites.

·         Ethernet project- populated template with data fields required for the Access Database for all sites recently converged to Ethernet.

·         Issued orders to LEC’s for Adds/Changes/Disconnects for Ethernet & DS0.

·         Worked on Telco Billing project to find overbilling of DS0 & DS3 and also what the current cost is per T1. 

·         Updated Access database with MRC for all T1’s.

 

Verizon Network Code & Provisioning – Temple Terrace, FL                  4/1998 - 4/2010

 

Management Network Specialist Played an active role in Switch Databases to ensure routing and charging were correctly built in software.

 

·         Served as part of an on call support team for troubleshooting.

·         Project Leader on major projects.

·         Responsible for translation integrity of databases, introduction of new and/or changes to processes, policies, and guidelines.

·         Performed pre-testing and turn-up of SS7, DID, DOD, PRI, 2WAY, and rerouting of NPA/NNX translations.

·         Verified billing records to ensure call completion and charges are built in software for proper Carrier billing.

·         Built routing profiles for both GTD5 and 5ESS Network switch translations to improve call routing and standardization.

·         Uploaded templates for routing standards for all GTD5 switch translations throughout the company footprint into an Office profile webpage to ensure the cross-functional team was using the same standard routes company wide.

·         Attended conference calls both internal and external to discuss projects, plan strategies, and suggest improvements.

·         Provisioned Centranet simple and complex, ACD, UCD, and Custopak for large and major account customers.

·         Organized and planned many team building events, employee appreciation events, company promotions, and retirement functions.

·         Training and Mentoring of new employees in job responsibilities.

·         Approver for work instruction/documentation (ISO 9001:2000) identified processes and problems and eliminated them by determining solutions.

·         Collaborated with other functional areas to accomplish company objectives. 

·         Served as team support for technical support, a mentor to peers, and training of new employees. Developed a deep understanding of customer support and service excellence disciplines.

·         Acting section manager when my manager was out of the office.

 

FGTE/Verizon Business Sales Center – Tampa, FL                               6/1996 - 4/1998

 

Management Assistant Sales Support Provided administrative support for 6 – 8 Account Managers with a demonstrated ability to improvise and meet demanding deadlines.

 

·         Served as a primary point of contact between account managers and customers.

·         Liaison between all impacted departments to ensure customer commitments and deadlines were met.

·         Processed and tracked order flow and contracts from start to completion for CPE and Network services.

·         Processed phone requests for additional equipment, moves, and changes for both PBX and Key systems.

·         Supported major account customers, i.e. First Union National Bank, Wachovia, Texas A&M, H.Lee Moffitt Cancer Center, and Busch Gardens.

·         Visited customers on many occasions to introduce the sales team and provide proposals for CPE and Network products. 

 

FGTE/ Sales Center – Tampa, FL                                                         6/1988 - 6/1996

 

Sales Associate/Customer Service Representative Interacted with business customers that had 6+ lines

·         Placed orders for business customers with multiline key systems, PABX and Network calling features

·         Introduced upgrades as well as new products

·         Solved customer inquiries about products sold and assisted with user manuals over the phone.

·         Operating system NOCV, SST and POS

·         Acting Supervisor while my supervisor was out of the office.

SKILLS

 

Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation

Innovative problem-solver who can generate workable solutions and resolve complaints

Resourceful team player that excels at building trusting relationships with customers and colleagues

Loyal and dedicated employee with an excellent work record

 

 

TECHNICAL SKILLS

 

Operating Systems: UNIX; Window NT, XP, 2000

Software: Microsoft Office (Word, Excel, PowerPoint, and Outlook)

Verizon Switch Software: Nortel DMS100, DMS-10, Lucent GTD5, Lucent 5ESS, Siemens DCO

Routing Networks: CENTRANET, CUSTOPAK, NPA/NNX, ISDN-PRI, T1, DOD, DID, 2-WAY, and SS7

 

EDUCATION & PROFESSIONAL TRAINING

 

Chamberlain High School, Tampa, FL   Graduated 1982

Indiana Wesleyan University, Online – Brandon, FL

Graduated 2009, Associates of Science

Major: Business Management

 

AWARDS

 

Nominated for Verizon Excellence Award 2005

Perfect Attendance

Diversity Degree

Coaching For Excellence Degree

 

 

REFERENCES

 

Holli Burt – Section Manager – (813) 631-7272

Donna Edwards –Section Manager – (813) 767-3547

Sharon Benchoff – HR Director - (813) 830-5520