Edele C. Heath

15859 E. Jamison Drive #15-201

Englewood, CO 80112

Phone: 321 217 6840

Email: dub1112001@yahoo.com

 

OBJECTIVE:

Telecommunications professional with over 15 years’ experience in contract negotiations, sales, management, networking, technical support, provisioning, and customer service. Looking to utilize my experience to make an immediate impact on company objectives and use my exceptional communication skills among cross-functional units.

 

EXPERIENCE:

APEX Systems, Inc. / Kaiser Permanente - Greenwood Village, CO 6/2013 - Present

IT Business Operations Analyst Senior

Managing multiple projects to completion 

Providing project updates to network engineers, project managers, and business clients

Defining and documenting processes in regards to workflow, design needs, and training tools

Attending weekly status calls with engineering and vendors to track due dates and order progression

Coordinating with vendors, outside network engineering, and project managers to determine routing and facility designs

Determining business needs and requirements prior to implementation

Submitting LOA’s / CFA’s ASR’s to LECs for provisioning

Organizing installation, site visits, and test and turn up dates with engineering and vendors

Working closely with operations and capacity teams to determine bandwidth and routing configurations

Monitoring orders for FOC, EAD, CTA and other critical implementation dates

Troubleshooting outages and service impacting issues to resolution

Responding to all escalations in a timely manner

 

APEX Systems, Inc. / Cricket Communications - Greenwood Village, CO 7/2012 – 1/2013

VOIP Network Engineer I

Managing Service Now work queues for on time completion

Implementing DID’s and phone extensions via Cisco Call Manager

Defining and documenting processes in regards to workflow, design needs, and training tools

Performing moves / adds / changes to completion

Designing Cisco voice mail routing via Cisco Call Manager

Overseeing all new hire set ups and terminations via Cisco Call Manager

Monitoring phone inventory and shipping / receiving of equipment

Configuring Cisco IP Communicator for all employees

Researching billing issues with various vendors

Troubleshooting outages and service impacting issues to resolution

 

AT&T - Denver, CO 11/2011 – 7/2012

Lead Provisioning Design Engineer I

Submitting ASR and Ethernet service orders via SOTS and TIRKS databases

Working with engineering to determine routing and translations

Providing project updates to network engineers, project managers, and business clients

Managing critical due dates throughout order lifecycle

Coordinating with vendors and engineers to provision circuit installations, site visits, and special construction

Preparing statistical analysis using Excel and Power Point

Overseeing multiple projects to completion

 

Sprint Nextel - Englewood, CO 4/2011 – 11/2011

Implementation Specialist II

Managing a base of Sprint corporate accounts

Programming and configuring phones and equipment

Providing customer service and technical support to all customers

Analyzing billing and plan statistics for optimal cost efficiency

Partnering with various sales offices to support accounts

Preparing Power Point and Excel pricing proposals and presentations

Overseeing multiple projects to completion

Achieving monthly sales objectives

 

Sprint Nextel Business Sales Organization - Altamonte Springs, FL 10/2005 - 3/2011

Account Executive

Managing a base of over 800 corporate accounts

Implementing marketing and sales campaigns

Analyzing billing and plan statistics for optimal cost efficiency

Tracking equipment orders and shipments

Preparing Power Point and Excel pricing proposals and presentations

Providing technical support and customer service to all customers

Strategizing to discover hidden sales opportunities

Maintaining account information via Sales Force database

Handling multiple customer projects and deadlines to completion

Working with customers for trouble shooting and problem resolution

Negotiating contract renewals and discounts

Analyzing Excel and Word spreadsheets for purchasing data trends

Achieving monthly sales objectives

 

 

 

 

 

 

 

Symantec / Veritas Software Corporation - Lake Mary, FL 12/2004 - 10/2005

Global Support Representative

Providing customer service and technical support to all customers

Qualifying support contracts for technical assistance

Working with technicians to resolve escalations

Managing technical assistance queues for on time completion

Dispatching software support cases to technicians

Preparing statistical analysis using Excel

Troubleshooting outages and service impacting issues to resolution

 

Sprint Technical Solutions Center - Maitland, FL 10/2002 - 12/2004

Technical Support Specialist II

Providing technical support for all Sprint products and DSL

Managing Remedy queues for on time work completion

Tracking shipments to ensure on time delivery

Troubleshooting and testing phone equipment and features with end users

Managing and responding to escalations in a timely manner

Achieving monthly sales objectives

 

Intermedia Communications - Orlando, FL 01/1996 - 7/2001

Toll Free Services Provisioner

Designing translations and special routing features via PROCOMM, Cisco NEXUS SCP, Nortel DMS 500 switches

Coordinating dedicated service installations with vendors, sales, and network engineers

NEXUS SCP / Nortel DMS 500 switch maintenance and monitoring

Managing critical due dates for T-1 dedicated service orders

Handling account billing and maintenance issues via AS400 and CLARIFY systems

Performing circuit testing and turn ups with engineering and business partners

Monitoring networks to ensure optimal performance

Submitting orders for toll free directory assistance listings

Acting company liaison for sales managers, account executives, and network engineers

Troubleshooting outages and service impacting issues to resolution

Responding to all escalations in a timely manner

After hours on call contact

 

REFERENCES:

 

Natalie Miller

Phone: 813 842 8447

 

Diane Bundschu

Phone: 407 340 6887

 

*Additional references available upon request