Voice and Data Provisioning Specialist bringing expertise gained through 15+ years of extensive experience to improve the reputation of employer. Technology professional in the telecommunications industry supporting clients in financial and public utilities industry- computer proficient - a quick learner - results driven - meticulous with details – excellent working relationships with management and peers – outstanding communication skills- self-starter

 

WORLD CLASS CUSTOMER SERVICE- TROUBLESHOOTING/PROBLEM SOLVING

IT GOVERNANCE- TECHNOLOGY INFRASTRUCTURE-PROCESS IMPROVEMENT

VENDOR MANAGEMENT- VOICE PROVISIONING ORDER FULLFILMENT-TECHNICAL /USER SUPPORT

PROJECT MANAGEMENT- FINANCIAL MANAGEMENT & COST CONTROL

 

PROFESSIONAL EXPERIENCE

 

Insight Global; Charlotte North Carolina                                                                       Mar 2012- Present

Business Systems Consultant - Wells Fargo Bank  

·         Project managed voice and data orders to vendors, tracked orders through the entire lifecycle,

·         Manage voice and data circuit order throughout the entire process until completed.

·         Ensuring disconnects were adhered to per Wells Fargo policy and due dates, followed all internal processes to lessen impact,

·         Maintain weekly/ daily status reports with internal/external team members, per order management requirements.

·         Billing system knowledge, responsible for updating/maintaining inventory and applications.

·         Issue and provision voice and data circuit PRI’s, T1, ISDN, RCF’s porting orders to various telecom vendors, LEC’s CLEC’s.

·         Provide technical assistance in identifying issues with installations, due dates or customer not ready issues.

·         Direct consultant between client and vendor resolve questions, concerns and provide solutions.

·         Aggressively, act on expedited and escalated orders per the business requirements and guidelines.

·         Conduct cost and financial analysis by researching carrier’s products and offerings for cost efficiency.    

 

AASTRA USA; Charlotte North Carolina                                                                                             1995 - 2012

Senior Customer Support Analyst - Duke Energy

Aastra a global company providing a full range of products including telecommunications and data systems/networks, PBX’s and large call center systems, SIP-based unified communications, gateways, telephones, wireless products related to telecom equipment, as well as a full suite of advanced technology software applications.  Representative responsibilities included:

·         Recruited initially on a government contract in Langley, Virginia

·         Tier II troubleshooting, repair, installation, upgrades, maintenance and service of all products the company offers; serve as the sole technician for Duke Energy, a major Aastra client.

·         Software administrator and analyst for modifying PBX software per engineering specifications and customer requests.

·         Provide service to over 2,000 agents, which include the company’s four call centers and the 300 remote agents connected from their homes to the PBX switch via VoIP.

·         Technician for Spectra-Link wireless phone system and work with Genesys CTI and IVR personnel to resolve telecom related issues.

·         Trained clients on phone features and call processing.

·         Implement installation and changes involving trunks, DS1, PRI’s circuits working with central offices.

 

AT&T TECHNICAL SERVICES; Chantilly, Virginia                                                                           1992 - 1995

Field Service Specialist

·         Troubleshooting and providing secure voice and data line connectivity per protocols for data equipment.

·         Systems administration for Octel voice processing system.  Performed telephone related MAC’s (moves, adds, changes).

GTE GOVERNMENT SYSTEMS; Chantilly, Virginia                                                                         1987 - 1992

Installation and Repair Technician

First position after discharge from the Navy was on a government contract at Langley, Virginia when Langley was beginning installation of a digital telephone system.  Representative responsibilities included:

·         installation of a digital telephone system

·         Served as installation and repair technician on telecommunications and communication devices.

·   Assisted customers with telecom and data related issues, and prepared work orders for installation technicians.

 

US NAVY; Charleston, South Carolina                                                                                  1983 - 1987                                                                                                              1983 - 1987

Communications Technician

·         Installed, repaired and did troubleshooting for various communication devices on board naval vessels.

·         Performed scheduled preventative maintenance on equipment to ensure optimum performance.

 

US NAVAL RESERVE; Charleston, South Carolina                                                                          2004 - Present

Paralegal and Leading Supervisor

·        Perform managerial duties, budgeting, planning and training. Provide legal services, to military members and their families.

 

EDUCATION

 

Associates of Science Degree Central Piedmont College- Charlotte, NC

Secret Security Clearance (Top Secret Clearance is currently expired.)

 

Professional Training

 

SOFTWARE

·         Remedy Help Desk Software

·         CMP( inventory, provisioning, management, reporting tool, reporting tool)

·          WANDA ( tracks service request, creates purchase orders and invoices)

·         Station Database - Operations and Maintenance I & II

·         Automatic Call Distribution E-12 - Centergy Reporting for Administrators and Supervisors,

Digital  Trunking and Routing.

·          VOICEMAIL -  Octel System Manager - Octel System Administrator

·         AVAYA -  Avaya Call Management System Administration - CMS Maintenance and Troubleshooting Administration -  Introduction to Call Center Operations -  Avaya Call Center - Analyze, Design and Plan Implementation -  VoIP in Practice - Avaya Communication Manager Fundamentals

·          Avaya Communication Manager Call Permissions -  Avaya Communication Manager System Features and Administration -  Avaya Communication Manager Trunk and Routing Administration

·         AT&T 5ESS PBX - Introduction to the 5ESS -Recent Changes and Translations

·         Business Applications

·         Integrated Services Digital Network (ISDN)

 

COMMUNITY INVOLVEMENT

 

·         Volunteer, Tutor at Child’s Place

·         Volunteer, Women’s Homeless Shelter