Charles W. Fulmore             

Astoria, NY 11105 · Phone: 718-866-8820 · E-Mail: cwfulmore@gmail.com

 

Professional Summary

A self-motivated, articulate, detail-oriented, and reliable individual with a professional demeanor in responding to challenges in a quick-paced business environment. An independent and innovative thinker who interacts well with co-workers and has a propensity to succeed in all endeavors.

 

Professional Experience

12/14/12 – Present              Time Warner Cable

                                          Queens, N.Y.

                                          Position: PAC(Provision Activation Completion) Specialist

·          Maintain a working relationship with the Competitive Local Exchange Carrier(CLEC) team.

·          Maintain the order process flow between TWC, Customer Service, Dispatch, Field Operations, the NOC, & CLEC provider.

·          Required to gain a complete understanding of all Digital Phone transactions, from the time the call comes in through verification that the number has been ported or assigned.

·          Responsible for learning all the interfaces of the billing system flow through provisioning and Data over Carrier Service Interface Specification(DOCSIS) Voices ticketing system.

·          Responsible for input and retrieval of information from various databases and applications.

·          Supports close out teams with jeopardized DP orders.

·          Run daily self install report and provisions.

·          Resolve daily invalid order in Order Management System Extension(OMSE).

·          Contact vendors and customers to reschedule invalidated orders.

·          Review and address TPV(Third Party Verification) daily reports.

·          Make customer follow up-post satisfaction calls on failed DP installations.

·          Update assigned trouble tickets in Eventrak database.

·          Assist Customer Service staff in resolving digital phone escalated issues.

·          Support Public Affairs team with the resolution of escalated DP complaints.

·          Complete data reconciliation reports.

 

6/25/04 – 9/21/12              VIVARO Corporation (STi Prepaid, LLC FKA Telco Group, Inc.)

                                          Manhattan, N.Y.

                                          Position: Network Provisioning Coordinator / Project Manager

·          Managed and coordinated all aspects of the Provisioning process.

·          Validated order accuracy from initiation through installation.

·          Was responsible for order placement of VoIP interconnects and TDM circuits for continuous expansion of company domestic and international network.

·          Extensive experience with ordering all of the following: T1’s/DS1’s, E1’s, DS3’s, E3’s, OC3’s, OC12’s, OC48’s, long haul facilities, entrance facilities, local loops, FGD’s, cross-connects, Ethernet circuits, and SS7 route sets via SNET.

·          Administered the assignment of new trunk group #’s, billing account #’s, and prefixes for all VoIP and TDM accounts as required.

·          Performed rate load & trunk group build to ensure new accounts were RTR(Ready To Report) & ready to be billed accordingly.

·          Handed orders off to VoIP Engineering or TDM Switch Techs for turn up in SONUS, CS2K, ACME, NEXTONE, Veraz, I-MASTER, or PACTOLUS platforms.

·          Interacted directly with vendors and customers to ensure exceptional service delivery.

·          Directly responsible for migration of all STi and MARCATEL accounts to EPANA’s SONUS platform. From beginning to end, also handled the migration of all STi customers & vendors from TDM to VoIP.

·          Handled and tracked the issuance of LOA/CFA to customers and vendors for access to company owned switch sites and collocation.

·          Performed DLR and FOC validation, SS7 T-CIC order assignment.

·          Sent out daily TDM installation schedule to entire organization.

·          Maintained and sent out weekly Order Status Report to entire organization.

·          Tracked all company circuits, facility assignments, internal IMT’s, and customer/vendor trunk groups.

·          Addressed billing reconciliation, invoice validation, and disputes with service carriers and loop providers to support Finance.

·          Performed hourly checks and ran daily and weekly reports to monitor traffic, minutes, and performance patterns to report trouble and determine when to add or reduce capacity on existing trunk groups.

·          Provided valid account and circuit information to aide and assist in trouble shooting issues with internal NOC.

 

10/17/01 – 6/25/04              Telco Group, Inc.

                                          Queens, N.Y.

                                          Position: Provisioner                                          

·          Order placement of TDM T1/DS1, DS3, and OCX circuits for growth of company network including, but not limited to long haul facilities, entrance facilities, local loops, and FGD’s.

·          Was responsible for the issuance of LOA/CFA to STi customers and vendors.

·          Coordinated, maintained, and sent out daily installation schedule to internal Switch Ops, Sales, NOC, & Provisioning Groups.

·          Maintained and updated customer/vendor provisioning log books with Service Order Requests, DLR’s, and FOC’s.

·          Tracked all company circuits, facility assignments, and customer/vendor trunk group #’s via Microsoft Excel & Access database.

·          Opened trouble tickets with company service providers/carriers in the event of outage, DID trouble, traffic performance abnormality, and any other carrier related issue.

·          Maintained inventory of company 800 TFN’s and DID’s. Assign 800 TFN’s and DID’s to company international and domestic calling cards. Validate and ensure each # worked prior to mass card printing.

 

5/26/00 – 4/5/01              Winstar Communications, Inc.

                                          Herndon, V.A.

Position: COR(Cost Of Revenue) Project Manager

·          Was directly responsible for engaging various departments in activity that brought forth cost reduction. $500,000-$850,000 per quarter.

·          Searched, tracked, and identified customer circuits, fiber circuits, and real estate circuits that could potentially be disconnected in effort to save revenue.

·          Reported progress on a weekly basis to Winstar Regional VP, Sales, Provisioning, & Engineering.

·          Managed & played a significant role in all of the following COR activities: Customer Disconnects, Customer Migrations, Fiber Installs, and Internal Tel.

·          Monitored all company orders with existing facility issues and customer sites that were NPR(Not Provisioning Ready).

·          Generated daily report from NSO database which included all voice and data orders for Large Accounts, General Business, Disconnects, and Migrations.

·          Issued relevant Rejection, Release, and F.Y.I. notices to assigned Provisioners upon receiving updates from Access Engineering / B-Site Team.

 

11/10/99 – 5/26/00              Winstar Communications, Inc.

                                          Herndon, V.A.

                                          Position: Provisioning Area Manager

·          Achieved monthly/quarterly RFI(Ready For Install) objectives for cities assigned to me: Boston, New York, Philadelphia, Maryland, & DC.

·          Was responsible for managing performance reporting on: daily/weekly on-time delivery, critical activities, order performance, jeopardy management, and work queue management.

·          Assisted in the hiring, training, and development of City Supervisors and their staff.

·          Consistently work with City Supervisors, upper management, departments within Winstar, and vendors to achieve a high level of customer service.

·          Was directly responsible for all second level escalations dealing with incumbent LEC's, competitive Access Providers, Lucent and other necessary vendors involving customer turn up.

·          Predicted weekly RFI forecasts and participate on assigned city calls.

·          Supervised a total of 32 employees, tracked attendance, assisted in hiring, employee development, and handled performance reviews.

 

 

 

 

 

 

 

 

 

 

 

2/15/99 – 11/10/99              Winstar Communications, Inc.

                                          Herndon, V.A.

                                          Position: Provisioning City Supervisor

·          Hosted weekly city calls for responsible cities with Sales and Operations.

·          Maintained employee attendance records.

·          Handled all first levels escalations to Local Exchange Carriers, Lucent Technologies, and internal departments.

·          Predicted monthly line forecast for responsible cities.

·          Distributed work load/new orders accordingly among staff.

·          Assisted in the hiring, training and development of Provisioning Coordinators.

·          Was responsible for monthly one-on-one check ups with staff to review work habits.

 

10/19/98 – 2/15/99              Winstar Communications, Inc.

McLean, V.A.

                                          Position: Provisioning Coordinator

·          Performed order administration duties that include retrieving new orders from the C-HOST database and implementing all relevant data into NSO database. Before entering orders into system, each customer account was evaluated for completeness.

·          Performed provisioning of orders to the DSO, DS3, and T1/DS1 levels.

·          Reserved necessary network and equipment capacity to meet customer requirements.

·          Coordinated with internal and external providers to ensure installations and to meet customer due dates on time.

·          Generated ASR's from TBS for potential Type II customers. Sent ASR's to LEC via fax or PC-Tellis in order to obtain a customer FOC.    

·          Implemented customer requested voice mail features in Internet-based VoiceNet System.

·          Circuit Design: Created Prelim CLR's that was issued to Lucent Technologies for CLR completions with relevant DVA assignments. Made assignments and completed all CLR’s in TBS.

·          Consistently obtained monthly quota of 30 RFI's.

             

Education

9/95 - 6/96                            Queens Borough Community College, Bayside, N.Y.

                                          Major: Business Management

 

9/91 - 6/95                            Long Island City H.S. L.I.C., N.Y.

                                          Major: Business

 

Proficient In             

Microsoft Office Suite, VMS, C-HOST, Adobe, NSO, ASE PM, Pivot tables, Vlookup, NTS Advanced Reports, PC-Tellis, Remedy, DOCSIS, CSG, 3PV, AT&T’s Business Direct, Level 3’s web portal, among others. N.Y. State licensed Security Guard.

 

References

Available upon request.

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