OBJECTIVE

To secure a position as a valued member of a company that leverages my achievements, leadership skills, organizational skills, energy and my abilities to work well with others.

 

 

PROFESSIONAL PROFILE

Results-driven team member, trainer and lead with that demonstrates strong organizational and problem solving skills. Over the last 15+ years in telecommunications industry positions, my roles have included roles in Telecommunications Order Management and functional leads.

TECHNICAL SKILLS

ICOMS, Cornerstone, LEX, Arris, DMS 100 Switch, Nortel Networks, Order Management, Service Profile Manager, Telnet, Remedy, Bacclite, WFC, Safari View, PSP, NPAC, Voice Log, Salesforce, SONUS, Switch Management, Aspect eWFM, Synchronus/VFO, AVAYA Workforce Management Solutions

PROFESSIONAL EXPERIENCE

Level 3 / TW TelecomJune 2013-September 2015

Telecommunications Order Management / LNP Specialist

o Prepared Local Service Request(LSR) using information from telephone work orders needed to port customers current telephone numbers

o Submitted orders to Local Exchange Carrier within various markets where LSR requirements/business rule may vary

o Monitored/responded to any Port Out requests within the regulated timeframe

o Generate management level reports as required

 

Charter CommunicationsDecember 1998-June 2013

Management / Day of Install (DOI) Lead

o Provided technical support to technicians in the field on day of install

o Responsible for provisioning, activation, and troubleshooting of customers installation

o Provided quality checks, test calls, telemetry readings and other solutions as needed to technicians in the field

o Supervised technical service representatives that interact with field personnel

 

Local Number Portability (LNP) Team

o Prepared Local Service Request(LSR) using information from telephone work orders needed to port customers current telephone numbers

o Submitted orders to Local Exchange Carrier within various markets where LSR requirements/business rule may vary

o Monitored/responded to any Port Out requests within the regulated timeframe

 

 

 

Telecommunications Order Management / E911 Specialist

o                 Responsible for obtaining, tracking, resolving and submitting corrections to the E911 database

o                 Ensured the company records accuracy with in the E911 database

o                 Monitored E911 database errors/trouble logs resolution for all telephone markets

o                 Verified customer address is Master Street Address Guide (MSAG) compliant

 

Management / Service Activation Specialist Lead

o   Provided resolutions and detection assistance to NOC and OSS teams during outage situations impacting telephone and Internet services

o   Facilitated Charter business activations and troubleshooting support as needed

o   Assisted reps with resolving issues during switch activation and network element provisioning for both telephone and high speed data

o   Trained, monitored and coached technical representatives for day of installation

o   Monitored work queues for orders requiring day of install telephone service provisioning and activations activities

o   Generated management level reports as required

 

Telecommunications Customer Care and Operations

o  Assisted customers with billing issues and adjustments to account as needed

o  Checked and corrected customers long distance carrier within the telecommunications switch

o  Facilitated calls escalated by LEVEL I reps

o  Provided consultation to customers inquiring about products and services

o  Performed customer counter functions, received cash and hand delivered payments from customers and entered into billing system

o  Processed daily payments and balanced cash drawers

o  Tracked, issued and received equipment

o  Provided customer support regarding service questions

 

Other Skills

o High Volume Order Processing

o Resource Management / Training

o Escalation Specialists

o Knowledge Sharing

o MS Word, PowerPoint, Excel, Access, Outlook

 

 

*References Furnished Upon Request*