NATHAN T. SCHENK
11847 RIDGE PKWY Apt# 117
BROOMFIELD, CO 80021
303.280.1945 HOME
720.789.4575 CELL
schenk_nathan@yahoo.com

TELECOMMUNICATIONS PROFESSIONAL
Motivated professional with proven success in planning, administration, and technical solutions
Extensive customer service and leadership skills
Strengths in planning, designing, provisioning and supporting technical networks
Organized, take-charge professional with exceptional detail orientation; actively plan and oversee projects from initial needs assessment through conclusion
Excellent communications skills; interacts with customers, peers, vendors, as well as, those in management effectively
Outstanding organizational, time-management, and problem-solving skills

PROFESSIONAL EXPERIENCE

Level 3 Communications BROOMFIELD, CO 02/2012 TO Present
Provisioner

Work on the Portal Support team and am responsible for setting up access, password resets, and provided training for  the various Level 3 Portals answered questions in reference to the all the MyLevel3 and UCommand customer Portals. Helped reset passwords as well for PortOut Request Tool have basic knowledge of the LNP process and a basic understanding of the fundamental Level 3 products and their ordering specifications. Provided minor IT work for fellow coworkers in my pod, Worked with CCM’s, customers to make sure they had access and training request set up in a timely manner.

Essential Duties

*Performs data entry to process orders within a minimum of two operating systems (internal and/or external). Updates all system notes to ensure latest order status is accurately reflected in the orders systems.
*Validates orders for information accuracy based on internal company product ordering specifications.
*Owns and resolves all issues or related problematic activities against assigned orders.
*Manages individual daily workload in alignment with revenue commitments and objective targets across multiple orders, systems, and processes. Performs other related duties and tasks as assigned or as required.
*Responds to requests and provides assistance to other internal departments with system/task related inquiries or processes.

 

 

Insight Global (Contractor) BROOMFIELD, CO 12/2010 TO 02/2012
Provisioner

Work on the Portal Support team and am responsible for setting up access, password resets, and provided training for  the various Level 3 Portals answered questions in reference to the all the MyLevel3 and UCommand customer Portals. Helped reset passwords as well for PortOut Request Tool have basic knowledge of the LNP process and a basic understanding of the fundamental Level 3 products and their ordering specifications. Provided minor IT work for fellow coworkers in my pod, Worked with CCM’s, customers to make sure they had access and training request set up in a timely manner.

Essential Duties

*Performs data entry to process orders within a minimum of two operating systems (internal and/or external). Updates all system notes to ensure latest order status is accurately reflected in the orders systems.
*Validates orders for information accuracy based on internal company product ordering specifications.
*Owns and resolves all issues or related problematic activities against assigned orders.
*Manages individual daily workload in alignment with revenue commitments and objective targets across multiple orders, systems, and processes. Performs other related duties and tasks as assigned or as required.
*Responds to requests and provides assistance to other internal departments with system/task related inquiries or processes.

 

 

 

 

 

TEK SYSTEMS BOULDER, CO 09/2010 TO 12/2010
Help Desk Support

Member of diverse team accountable for providing outstanding customer service and helpdesk support to national McDonalds chains. Analyzed and resolved technical issues with corporate and franchise store locations. Troubleshot registers, printers, as well as did some programming in UNIX and DOS to correct register issues. Used PC Anywhere to dial into stores to determine programming errors. Educated store managers on processes to accurately ensure registers were operating correctly.


 

 

 

T-MOBILE, USA THORNTON, CO 03/2010 TO 09/2010
Financial Care Representative

Provide outstanding customer service to T-Mobile customers. Setting up payment arrangements and taking payments. Work with customer service to resolve customer’s issues. Experience working with various pilot projects to help increase revenue for T-Mobile.

KEY ACHIEVEMENTS
Was part of a pilot project that saved the company several millions of dollars and several customers.

 

 

 

 

 

 

VERIZON WIRELESS WILMINGTON, NC 06/2004 TO 05/2009
Credit Representative

Member of diverse team accountable for providing outstanding customer service support to national sales channels. Analyze and resolve technical credit application issues with direct and indirect store locations. Research and ensure appropriate set-up of new activations, utilizing ECREDIT and EROES databases. Process credit applications and verify customer's credit history. Educate retail representatives on processes and procedures for accurate submissions. Respond and answer representative's questions and concerns, including pricing, programs and products/services and deposit requirements. Enhance customer relationships with retail representatives by addressing inquiries and resolving issues. Experience working with indirect and direct store representatives -- assist with LNP issues.

KEY ACHIEVEMENTS
Created two tracking databases for fraudulent activations and call tracking using MS Access (worked with team lead to direct and track fraudulent activations)
Tasked with answering inquiries in regards to fraudulent application activities and assistance with various functionalities of different databases used


 

CINGULAR WIRELESS FAYETTEVILLE, NC 8/2002 TO 06/2004
Customer Service Representative

Member of team accountable for providing outstanding technical and customer service support to national customers. Analyze and resolve technical issues with cellular products from numerous manufacturers, including Nokia, Sony, Ericsson, and Samsung. Research and ensure appropriate set-up of switching data, utilizing Snooper database. Process customers' payments and activate pre-paid calling cards. Educate customers on new products, product features, and services. Respond and answer customers' questions and concerns, including pricing, programs, and products/services. Enhance customer relationships by addressing inquiries and resolving issues.

KEY ACHIEVEMENTS
Recipient of numerous Customer Service Awards for excellence in customer support, 2004
Member of team granted two Quality Awards for two consecutive months, 2003.


 

 

 

 

 

 

 

 

 

 

QWEST COMMUNICATIONS DENVER, CO 02/2000 TO 02/2002
Operations Technician III – Team Lead

Lead team of five in reorganizing, researching lost circuits. Recruited to member of the Database Integrity Group to audit Point of Presence sites to ensure appropriate configuration of circuits. Tested equipment, routers, and DS3 to OC-12 circuits. Create Circuit Layout Reports. Researched, recommended, and led the design and deployment of new routing database to replace and integrate old legacy databases. Collaborated with DBA Group to create new ORACLE-based database to support more than 300 circuits.

KEY ACHIEVEMENTS
Credited with leading the successful deployment of new routing database to appropriately configure and track circuits
Recognized for analyzing and resolving data integrity issues occurring due to improper configuration of circuits


 

 

 

 

QWEST COMMUNICATIONS/
SIGNATURE CONSULTANTS ARLINGTON, VA 10/1999 TO 2000
Broadband Provisioner

Responsible for provisioning DS3, OC3, OC-48 and OC-192 circuits to provide high-speed voice and data services for customers throughout the U.S. Analyzed customers' needs and created circuit layout. Verified accuracy with database and coordinated provisioning services with Site Technicians. Configured routers onto SONET backbone. Collaborated with Sales and Site Technicians to resolve all issues. Liaised effectively between LECs and CLECs to ensure appropriate provision of circuits for clients.

KEY ACHIEVEMENTS
Credited with successfully processing more than 20 daily circuit-provisioning requests
 

 

 

 

RHYTHMS NET CONNECTIONS ENGLEWOOD, CO 1998 TO 1999
Provisioner

Member of team accountable for analyzing and provisioning DSL circuits for consumers and businesses throughout the U.S. Planned and managed provisioning requests for new and existing customers on all installation, disconnection, or relocation. Provisioned services for clients onto company's OC-48 network. Managed the installation of circuits with various telecommunications vendors. Maintained and updated circuit inventories and network configurations. Assisted in troubleshooting and resolving new installation issues. Collaborated with American Registry for Internet Numbers (ARIN), to order IP blocks. Set-up web hosting and Email services for clients, including account and domain name registration.

KEY ACHIEVEMENTS
Selected as a member of the Power Internet Team accountable for setting up web hosting and Email accounts for businesses

 

EDUCATION

 

Current

Front Range Community College-Computer Information Systems, with a focus on Computer Forensics-Westminster, CO

Online Course-Earned certification for Network Fundamentals and A+ certification
BLOOMFIELD COLLEGE – Wilmington, NC

Courses towards Bachelor's Degree in Computer Networking and Applied Management
WESTWOOD COLLEGE OF TECHNOLOGY - Denver, CO