Lenora P. Mitchell

8469 Archer Ave Willow Springs, IL 60480

lenoralpm1972@yahoo.com

Cell: 708-925-2518

§    Team Leader and Customer service professional seeking to apply my skills toward the success of an organization with progressive levels of responsibility. Skilled in prioritizing workloads and time management. Work effectively with both external and internal customers at all skill levels. Grasp new concepts and procedures quickly.

§    Respected builder and leader of customer-focused teams; instilled a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Led by example and ensured the execution of all safety, security, quality and store company policies.

Managing Accounts Complaint Handling and Resolution Software Training

Customer Satisfaction Enhancement Interfacing with Vendors DS0,DS1,DS3, OC3,OC12 knowledge

Team-Building and Training Coordinating and Scheduling Provisioning/Order Handling

Proficient in Windows, Access Databases, Word, Excel, Power Point, Ameritech-Tellis, CSG, SalesForce, ICOMS,  NPAC, SMS, CMS and internal billing and provisioning systems, HTML, Microsoft Office XP, Vista, Windows 7, Citrix Software, IBM Tivoli Access Management, VOIP, DMS 500, Avaya, Nortel and Simens.

Insight Global/WalgreensFebruary 2014 - August 2015

Telecommunication Analyst, Lincolnshire, IL

§   Coordinated, reviewed, and performed all moves, adds, and changes required.

§   Processed service disconnects for voice and data circuits (PRI, BRI, DS0, DS1, DS3 OC3, OC12 and OC48).

§   Managed incident and problem tickets with updated status relevant to the managed condition.

§   Interfaced with vendors through completion of test and turn up.

§   Responsible for monitoring alarm lines, maintain records maintenance and activities and coordinating service order activities with ILEC’s, CLEC’s IXC’s.

§   Knowledge of service orders; facility orders, circuit orders, FOC, CFA, DLR and ASR’s.

§   Maintained workload through queue, detailing each ticket with notes of steps taken, test results and resolution data.

§   Worked in conjunction with internal technicians, external service providers and engineers to troubleshoot and resolve provisioning issues.

§   Maintained records and preparing required reports relevant to the operations of telecommunications.

§   Recommended improvements to enhance technical capabilities of the system and reduce operating costs.

§   Processed request for new service and LNP orders for corporate divestitures and store closures.

§   Identified performance issues and interprets trends (e.g., network reports and traces of network traffic).

§   Maintained communication with engaged vendors during incident and problem management.

§   Assisted with acquisition projects, porting lines and migrations.

 

Apple One/McGraw Hill Companies Inc                                                                              July 2012 - February 2014

Technical Software Support Technician, Burr Ridge, IL

§   Provided software support of CD/DVD programs, and online application platforms.

§   Installed, maintain and support software loaded on personal computers.

§   Interacted with users daily to facilitate support with all aspects of software, hardware, connectivity, etc.

§   Created tickets and handle self-service email cases, providing resolutions for software and hardware issue.

§   Managed and service multiple calls within SalesForce while maintaining our service level agreement.

§   Performed remote sessions to provide complete support for students installing software.

§   Resolved issues involving account creation, network connectivity, registration and navigation within online platforms. 

 

ShowingTime/Empower, Chicago, IL                                                                                                        

Call Center Supervisor/Trainer                                                                                            October 2009 – November 2010

§   Held responsibility for hiring, training, coaching, developing and motivating staff.

§   Fostered a wellness culture, creating an environment of continuous process improvement, and implemented changes.

§   Responsible for team’s performance, production, quality and adherence to policies and procedures, including developing reasonable expectancies and goal-setting.

 

   SEI LLC (via contract), Oak Brook, IL

Call Center Team Lead/Trainer                                                                                              February 2009 – October 2009

§   Provided software training and development for new employees.

§   Scheduled breaks and administered task assignments and project duties.

§   Responsible for hiring and coordinated development team meetings and individual performance reviews.

 

Insight Global/Level 3 Communications, Arlington Heights, IL                                                       

NOC Technician July 2006 – March 2007

§   Responsible for providing first-level customer support while opening trouble tickets and effectively troubleshooting voice services (POTS lines, PRI, Long-Distance, T1s and IVAD).

§   Responsible for managing vendors to resolve high-priority maintenance problems in a timely manner.

§   Handled initial fault isolation, proactive maintenance, and status of voice circuits and monitoring network equipment.

§   Responded quickly to resolve all alarm conditions and Severity 1 issues.

§   Assist in rapid assessment of both the nature and severity of customer problems and initiates calls to various support organizations.

 

Maron Structure Technologies, Niles, ILOctober 2005- July 2006

Technical Service Operations Coordinator

§    Coordinated on-site technical support for field service team, relating to various deployment projects.

§    Interfaced with vendors to implement new systems and service within project scopes.

§    Transferred the ownership of complex problems to the right resources, including management or Technical Engineers.

§    Opened trouble tickets for all existing pbx, telephony and IT issues.

§    Coordinated and managed several accounts to meet client’s needs for repair and installation.

§    Responsible for handling high-volume calls and scheduled engineers for billable field-site visits and inspections.

§    Provided all contract validations, uploading contracts and quotes via email and fax.

 

Setka Inc / SBC Communication, Arlington Heights, IL	October 2003 - June 2005
Customer Operations Specialist §    Handled high volume of calls, opened trouble tickets and provided technical support via telephone and web. §    Prioritized and managed work order activities with ILEC’s, CLEC’s IXC’s. §    Provided follow up calls to customers to ensure maximum satisfaction. §    Coordinated on-site weekly maintenance with vendors and managed activity upon completion. §    Responded quickly to resolve all alarm conditions and severity 1 issues. §    Responsible for ensuring customers SLA's would be met under repair guidelines as required. §    Managed and assisted in the development of the Help Desk customer and product question scripts. §    Experience with Siemens, Nortel, and Avaya PBX telephone systems. §    Assisted in prioritizing configurations and changes within the PBX system. §    Performed and processed MAC requests as needed. §
RCN Telecom Group, Chicago, IL	May 2000 - July 2003
Telephony Repair Operations Specialist §           Responsible for effectively resolving telephony service problems while acting as a liaison for customers. §    Coordinated on-site technical support for field service team, scheduling billable vendormeets and site visits. §    Interfaced with major Telecom vendors to ordering new service, disconnecting old service. §    Performed and processed all MAC requests as needed. §    Performed team lead duties such as: managing a team of four, ensuring proper training, monitoring work            performance and mentored team members in areas of strengthen               §    Understand telecommunications systems such as: Clecware 8.4.0, Illuminet SOA, Nortel Meridian Mail, Ameritech (EBTA). §    Responsible for troubleshooting feature issues, configuring residential lines and changed PIC Codes within the Nortel (DMS 500) PBX.

 

 

 

 

 

CHICAGO CAREER TECH                                                                                                                    2010 – 2011

An innovative program that provides technology training for Chicago workers. Supported by the business community, this program strengthens Chicago’s position as a technology center, while providing a successful path for Chicago’s workforce.

 

Course of Study: Microsoft Certified Technology Specialist Program

 

On the job training and experience:

Chicago Career Tech/ Neighborhood Housing Service, Chicago, Illinois

IT Help Desk Specialist                                                                                                                                2011-2011         

§   Follow all help desk policies and procedures for making system changes

§   Installs and configures new PCs and peripheral equipment and performs upgrades per policy.

§   Performs analytical, technical, and administrative work in planning and installation of new and existing enterprise systems.

 

Chicago Career Tech/JP Morgan Chase, Chicago, Illinois

Recruiting Coordinator                                                                                                                                2010-2011

§   Developed and coordinated interview schedules for candidates utilizing the client’s internal email calendar technology.

§   Assist in travel arrangements for recruiters and candidates.

§   Scheduled phone and office interviews as well as facilitated the interview process.

§   Managed any scheduled changes and modify the schedule accordingly.

§   Communicated directly with candidates and coordinated travel arrangements following the corporate travel guidelines.

 

Micro Train Technologies, Lisle, IL                  2007 - 2008

Training: A+ courses