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EXPERIENCE:

11/2009 - 12/2016

Senior Support Analyst

• Responsible for tracking and maintaining circuit orders on Verizon network for CMS.• Maintaining the Remedy database to ensure that all ticket information is current. • Create daily analysis reports on 1-800-Medicare to be submitted to Centers for Medicare and Medicaid Services personnel (under the Department of Health and Human Services).• Attend conferences as a senior team member to represent the help desk.• Utilize Verizon Business Customer Center to run reports and update allocation changes to the 1-800-Medicare network system.• Leader on weekly conference calls with CMS and other site management personnel.• Send notifications, both phone and email, to key CMS personnel during network outages.• First level troubleshooting on Medicare and Marketplace websites during interruptions of service.• Schedule and manage “hotcut” senarios during upgrades and outages.• Verify Government benefactor personal information to make proper benefits were in place.• First level helpdesk assistance with changing Government passwords.• Improving Statement of Work and M&P processes for everyday operations and Government approval.• Team Lead duties.

9/2007 - 11/2009

SR Customer Support Analyst

 Daily monitoring of internal Customer Support SLA’s.  Provide LNP and WNP technical assistance and training to Customer Support Analysts. Assist Customers with product / provisioning questions and concerns (Ticketing execution process). Monitor and Prepare all assigned internal reports, Open, Unresolved, and Billing ticket reports. Perform LNP provisioning tasks as needed to assist NPAC Users with porting issues. Monitoring of application level connectivity to proactively offer assistance to NPAC Users experiencing system problems. Conduct LTI Certification Testing with New LTI Users. Perform Encryption Key Exchanges as needed. Ability to identify and track possible problem trends and abnormal system behavior. Host, organize and participate in customer facing conference calls. Ability to work autonomously if needed. Ability to work collectively with multiple teams. Work with internal and external vendors. On-Call 24X7 support, provide a combination of on-site and remote coverage for extended hours of operation.

7/2006 - 9/2007

Industry: Telecommunications Services

VOIP Support Analyst

• Management of LSRs/ASRs for VOIP (wire & wireless) service to ILECs for customer transfer to TP network. • Building TRANSLATIONS/SUBSCRIPTIONS, scheduling ACTIVATIONS (CNAM, CLASS, LIDB) in NPAC to accept TNs from the LECs. TRANING assistant of onshore provisioning.• Implementation of International Provisioning life cycle with offshore ILECS for Vonage connection overseas. • Responsible for VOICE/DATA circuit routing correct, inexpensive, and complete for customer turn-up. • Consultant for Methods & Procedures (M&P) LIFE CYCLE DEVELOPMENT on new projects for LNP.

4/2004 - 6/2006

Industry: Telecommunications Services

PROJECT MANAGER

Responsible tracking and control of general transmission, and POP build projects. Also responsible for business planning through site selection, equipment build-out, and circuit provisioning to ready for service at specified POP locations. Some of my other duties consisted of (Developing timelines, Management of escalations, Vendor coordination reporting of status and milestones). Worked with technical (engineering and operations) personnel to document build processes, inventory and design processes, as well as interactions between Operations Support

2/2000 - 5/2003

TEAM LEAD Circuit Designer

Dedicated Bell South Project Manager with one day circuit turn-up customers.Develop timely resolutions to LEC/CLEC escalations and customer/vendor issues.ESCALATION manager for Verizon, Bell South, Southwestern Bell on Circuit activations or disconnections.Team Lead on design team for Network clean-up and facility availability for SONET system.Responsible for and completion of T1, T3, E1 OC level circuit design and SONET built out for ISDN, Internet, Voice/Data customers (Internation/domestic)

6/1997 - 2/2000

CIRCUIT ENGINEER

CRADDLE TO GRAVE ENGINEER WHO'S DUTIES CONSIST OF SCHEDULING CIRCUIT ACTIVATION DATE WITH FIELD TECHS WITH CIRCUITS UPON THE SONET NETWORK FOR LONG DISTANCE SERVICE. ALSO CREATE OWN CIRCUIT DESIGN WITH CLR'S WHICH CONSIST OF CROSS CONNECTING IP, ATM, AND FRAME RELAY CIRCUITS THROUGH DACS AND DSX-3 JACKPANELS, OC48 MAPPERCARDS, FACILITIES AND THE SONET NETWORK. DUTIES ALSO CONSIST OF ROUTING DS3 UP TO OC LEVEL CIRCUIT ON THE SONET BACKBONE. SUBMITTING ASR'S AND COORDINATING WITH LOCAL LECS FOR THE ARRIVAL OF FOC DATES ATTACHED TO THE ORDERS.

EDUCATION:

1/1994 - 5/1996

Some College Coursework Completed

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