Shaunta J.M. Reynolds

Home: 720-800-5124

shaunreynolds19@gmail.com

 

 

 

OBJECTIVE: Management opportunity influencing the strategic direction of an organization in need of a creative, multifaceted professional with excellent leadership, communication, and interpersonal skills

 

 

Technical Skills:

●         Software:  Microsoft Office Specialist (MOS), Oracle, A.S.R./C.O.L.R, Visio Basics, Remedy, NetTest and NetAnalyst

●         Operating Systems: Win NT, Win 2000, Win Xp, Explorer

●         Equipment: Lucent 5Ess via Connectview, Nortel DMS, EDI, IBICs, DCAS, SMS, NPAC, Sonus, SIP, SS7,EOC

 

Qualifications:

●         Exceptional multi-tasking capabilities

●         Proficient in multiple computer software applications

●         Complete ownership of responsibilities and consistent work flow

●         Innovative thinker and enthusiastic self-starter

●         Strong analytical and problem solving abilities

●         Commitment to and interest in developing associates

●         Superior communication skills

●         Employee Moral Focus Group

 

PROFESSIONAL EXPERIENCE

 

TW Telecom

National Repair Technician IV

December 2011-Present

Responsibilities:

• Solely diagnose and repair customer reported troubles within a CLEC environment. This will include but not limited to, UBL’s, DS1’s switch translations on a Lucent 5E switch and Nortel DMS 500 switch, voicemail, SIP MPLS, IPVPN,BGP, Ethernet and VLANS.
• Contact and work with customers, respective LEC, and internal XO personnel until issues are resolved.
• Maintain professional composure when working with customers and colleagues on Repair tickets/calls and escalations.
• Maintain working knowledge of the LEC structure and strong telecommunication trouble shooting skills.
• Solid & extensive working experience with the Centest Platform and a solid understanding of the XO network and hardware architecture.
• Knowledge of T1, T3 transport facilities and knowledge and working experience of Digital Cross Connect Systems.
• Solid understanding & familiarity of SS7 fundamentals and expert knowledge of the 800 toll free structure.

• Work with line and trunk side translations (DMS500 or Nortel 5E, Titan 5500), transportation equipment. Repair a and SSY networking and Sonus Switch.

 

XO Communications

NOC Specialist IV

October 2007-December 2011

Responsibilities:

●         Monitor the XO Network

●         Work with VOIP Service

●         Work with PRI and Flex Products

●         Work with all Cisco, Tasman, ADTRANS routers

●         Respond to Alarms from Network equipment

●         Create Network Trouble Tickets from alarms

●         Interface with Tier II operations, technicians, engineering and customers to resolve network outages

●         Specialist in Transport, Switching and Data hardware

●         Knowledge of T1 & DS3 technology

●         Ability to work closely with Local Exchange, IXC and Transport Carriers

●         Knowledge of SONET technology

●         Repair network/customer outages in a timely manner

●         Knowledge and use of standard documentation and program list

●         Create records and verify numbers ported in NPAC

●         Must meet very critical timelines and critical dates

●         Answer calls in phone queue

 

On-Command Video CorporationDenver, CO

Video Operations Coordinator/Asset Management

March 2005-October 2007

Responsibilities:

●         Responsible for the Asset Management of all video operation hardware and software.

●         Creation of multiple databases to include: Licensing, MPEG Tracking and Internal Processes and Procedures.

●         Analyzing data from hoteliers per room 20,000.

●         Manage and maintain all Satellite distributions requests.

●         Build monthly manual Satellite scripts for domestic and international countries.

●         Responsible for transferring packages from San Jose server to AMG server in Burbank utilizing the WSFTP Pro software.

●         Transferring packages from the AMG server staging server to the pitcher.

●         Responsible for quality control to ensure integrity of each file.

●         Distribute all content based on request parameters utilizing the KenCast software.

●         Process monthly product configuration from Program Management and Marketing utilizing the VOS Product Configuration Designer application for BB and OCX across 3 countries

●         Enter monthly differential pricing for domestic and international sites utilizing the VOS1 Pricing application..

●         Create and maintain and ad hoc reports utilizing excel and access upon requests.

●         Create all Title ID’s for Digital and Analog domestic systems in the VOS Product Configuration Designer.

●         Enter all runtimes and title id information for all Digital and Analog titles into the AFKAV3 application.

 

On-Command Video Corporation

Account Executive, National Accounts          Denver, CO

June 2002-March 2005

Responsibilities:

●         Run financial models for (Starwood, Four Seasons, Fairmont, Accor, and Loews) new and expiring properties and recommends economically feasible business terms.  Upon financial approval, creates proposals for new and expiring properties and follows up with hotel management.

●         Preparation of financial profit and loss margins for franchise and National Account hotel.

●         Research and address customer questions, issues and problems daily. (e.g., free to guest services, contract terms and conditions, service calls escalating beyond normal process). 

●         Functions as liaison with other company entities to ensure complete and accurate information is provided to promote timely resolution.

●         Creates and distributes performance and analysis reports regarding hotels on a monthly basis for both internal and client review.

●         Reviews installation schedules and activity reports on a daily basis and escalates any potential issues for quick resolution.

●         Participates in installations for new properties, implementing changes to property management system, etc., to ensure specifications list all needed parts/equipment and activities are completed to customer’s satisfaction.

●         Monitors account performance and recommends/implements potential solutions to increase account profitability.

●         Interfaces with accounting department and assigned hotels on resolution of monthly billing discrepancies.

●         Participates in projects monthly pertaining to Marketing and Advertising (selecting target group), training (revenue assurance program), etc.

●         Responsible for creating and executing letters and phone calls for different departments internally regarding tests and promotions.

●         Process proposals including database entry and preparation of contract information.

●         Build and maintain Hospitality Database, including geographic market data, room volume, and occupancy rates as well as service provider information (OCC, competitor, or unserved).

Extant Incorporated  Denver, CO

Supervisor, Customer Service
September 1999-May 2002
Responsibilities:

●         Developed the training and supervised all Customer Care professionals.

●         Supervised the development and evaluation of provisionary ATM products.

●         Developed and implemented the provisioning procedures to meet productivity standards.

●         Worked regularly with ASR, APF.

●         Determined the provisioning process and coordinate orders for DS0, DS1, DS3, OC3, OC12, and OC48.

●         Created New Order Provisioning, training materials.

●         Designed and development of systems to improve production efficiencies while enhancing service quality provided to customers.

●         Interfaced with internal and external organizations to implement strategic service criteria, identifying process improvement opportunities.

 

AT&T Local Service Denver, CO

Provisioning Agent
September 1998-Dec 1999
Responsibilities:
 

●         Proficient in EDI, ASR, LSR, IBICS, and DCAS systems. Knowledgeable on different Bell Atlantic systems.

●         Used EDI system to process local orders to Bell Atlantic.

●         Processed local service ports by a complete understanding and constant petitioning of specific Bell companies.

●         Performed thorough and careful review of installation requests to insure order commitments are met.

●         Assigned and updated customer facilities.

●         Provided number assignments for switch services.

●         Researched and reconcile AMA-50/51 error codes, maintain order logs in ASR update and promotes status in Life system.

●         Able to handle change of orders not turned up on time. Proficient on with the use of Telnet.

●         Processed local service ports by a complete understanding and constant petitioning of specific bell companies.

 

 

Education and Training

 

●         Microsoft Office Products 2000 and 2004 Training

●         Rummler & Brache- Improving Performance-2000

●         Technical Fast, US-CO-Aurora 1999 to 2000

 

My Review is Available upon Request.