Michael G. Malasca

603 Wyndham Drive ׀ Fuquay-Varina, NC 27526 ׀ sandman8991@yahoo.com׀ 919 552-8484

Results-oriented professional with 25 years of experience.  A customer focused individual who serves as a catalyst in implementing positive change while focusing on the customer experience through maximization of the customer interaction.   Proven success as project manager for order provisioning, network operations, engineering, and other key areas of the telecommunication industry.

Strengths

·              Dedicated and self-motivated with a positive attitude and a professional work ethic

·              Committed to excellence at the individual, group and organizational levels

·              Continually lead efforts to cultivate a customer centric and performance excellence culture

 

Verizon- Cary, NC(2013 – Present)

Senior Analyst- Customer Service

Ø      Developing and distributing customer updates

Ø      Conducting customer training on external ordering systems

Ø      Continuous process improvement

Ø      Track and initiate corrective actions

Ø      Recognize and recommend operational improvements

Ø      Perform a variety of activities in support of functional processes, programs and/or services

 

Verizon- Cary, NC(2010 – 2013)

Analyst- Technical Customer Service

Ø      Demonstrate dedication to one call resolution through case ownership, adherence to process, and working knowledge of correct procedures to manage customer situation.

Ø      First point of contact for customers, acting as customer representative within Verizon promoting    customer care.

Ø      Continually keep customers informed and updated on their cases while keeping within the guidelines stated in the SLA for International, and domestic customers.

 

MCI-Verizon Business- Cary, NC (2000-2010)

Advanced Provisioner - Project Coordinator

Ø      Provide expert analysis of  issues and solutions to ensure customer service and satisfaction.

Ø      Provision and design International Frame Relay, PIP, IP, and ATM.

Ø      Assign workflows to orders and ensure timelines are being met by outside groups.

Technical Support Technician

Ø      Provide direct order provisioning support, coordination, and technical assistance to technicians, provisioning groups, vendors, and customers.

Ø      Build hi-speed bearers and design Global customer circuits for frame relay, PIP, and Ethernet.

Ø      Participate in and support additional projects assigned in addition to regular workload.

 

MCI Worldcom - Cary, NC  (1996-2000)

Senior Technical Support Technician

Ø      Managed order provisioning for six of MCIWorldcom’s sixty largest customer accounts, generating in excess of $40 million in revenue.

Ø      Responsible for entering, and tracking orders for global and domestic voice and data services.

Ø      Liaison for both internal and external organization (Concert, BT, lecs, rbocs)

Ø      Establish, coordinate, and manage project time lines.  Prepare  pre & post project documentation

Ø      Activation of customer service in US and abroad, coordinating time zones, representative availability, and vendor equipment delivery.

AMERITECH (Ohio Bell) – Cleveland, OH     (1981 -1996)

Senior Service Representative

Ø      Negotiation of service orders with independent companies on behalf of IXC carriers for all types of service.

Ø      Responsible for writing practices and procedures for pre and post divestiture order provisioning.

Ø      Promoted to temporary manager on four occasions to assist with various projects.

Accomplishments:

·   Recipient of Superior Service Spotlight award

·   Outstanding  Performance Award for multiple quarters within several years

·   Circle of Honor Award

·   Team All- Star Award

 

HIRAM COLLEGE, Hiram, OH

              Courses included: Communications, Business, English, Sociology, and Science

              Additional Courses: 

· Principles of Data Communications

· Telecom Technologies

· Global Frame Relay

· Cisco Router Overview

· Delivering Superior Service

· Time and Project Management

· Effective Communication and Organization Skills

Got it. thanks