Nakia Young

 

1400 Herrington Rd. Apt#17212	nakiasyoung76@gmail.com	Contact Phone: (678) 895-8876
Lawrenceville, GA 30044

 

 

Candidate Profile

 

I am a highly skilled and motivated professional with over 18 years of experience in telecommunication operations specializing in Project Management, Order Management, Implementation, Provisioning, Billing Analyst, and Wireless Technical Solutions. AT&T Project Manager utilizing Network Management Tools, GCSM, EFMS, TIRKS, SOTS, GIOM, LNP-SMS, SPP, USRP, INSTAR, ITUP, PRISM, Microsoft Office Suite (PowerPoint, Word, Access, Excel) and Windows 95/98/2000/XP. Manage all aspects associated with the deployment, network planning, establishment of implementation schedules, ordering of circuits and overall project management.  I have worked as the Voice Network Engineer supporting the deployment of the AT&T Voice Network Rollout for Complex Billing Small and Large business customers and commercial subscribers.  I have managed the day to day duties as the Technical liaison working with Network Switch Technicians to implement Circuit orders and determining access points for the voice switching network, support and process Access Service Request, FOC, and ensure Service Delivery.  I have the proven ability to manage, execute and deliver on-time and on-budget results in a complex service delivery environment utilizing Program and Project Management concepts and Methodologies.  Experience in Project Scope, Deliverables and Business IT Solutions.   I demonstrate staying power and growth, exceptional analytical, leadership, communication, and organizational skills. I am seeking an opportunity that will benefit from my key areas of expertise:              

 

 

 

 

▪  Network Technology	▪  Voice & Data Frame Relay Knowledge	▪  VOIP Network Engineer
▪  Program/ Project Manager	▪  Voice Over Internet Protocol (VOIP)	▪  Process Improvements
▪  Cisco Network Background	▪  Client Training & Servicing	▪  Client Management

Provisioning Network Engineer – Ethernet AVPN, BVOIP IP FLEX & VDNA Services

Coordinate the delivery of Ethernet AVPN services.   Manage the orders from end-to-end, including interface with the Telco organization to manage orders and gather timely status.   Manage roadblocks, expedites, and escalations with the process.  Act as Point of contact for IXC and network groups in relation to FFLOW request.  Tracking and escalating customer delays, IXC delays, and network delays to AIR response.  Project Manage Ethernet AIR requests, status customer, interface between NTWK, ENOC, CSPC and customer.    Ensure service orders are issued at the right time and systems are updated.    Mediate issues between the customer and AT&T departments including ATX and Telco.    Provide room ready requirements, milestones and status to the customer.   Order Manager responsible for ordering and tracing Optewan Ethernet circuits. Review and Interpret technical documentation and Vendor specification with Customer and Sales, processing Order request using USRP and GIOM tracked via spreadsheet and SOTS.  Provide reports on orders issued, order tracking, and issue trouble tickets.  Work with IT Teams for resolution as needed. 

·         Responsible for the overall success of the technical project.  Serving as the primary interface to the Customer organization and the Network Management Team. 

·         Responsibility for the coordination of all orders issued by various Tier 1 carriers.

·         Managing life cycle request for carrier/field engineering support for company’s customers.

·         Responsibility for reviewing and pro-actively tracking all orders and escalating on behalf of the customer when issues occur.

·         Coordinating the equipment installation schedule with the Customer Project Manager and with the Company’s Network Management Team.

·         Building and tracking project timelines for Company’s Customer.

·         Coordinating the installation of Circuits and the onsite services at the Customer’s Sites. 

·         Managing Test and Turn-up activity and coordination of Transport Service Vendor(s) and onsite technicians associated with equipment reconfiguration and circuit Installation.

·         Coordinates all scheduled upgrades and equipment orders shipped to installation site.

·         Responsible for LEC Provisioning and Local Number Portability.

 

 

Sr. Specialist- BVOIP Project Implementation Manager/ Order Manager- AT&T (2009 – 2011)

Manage and tracked end-to-end implementation for Voice and Data services.  Utilize internet protocol (IP) and project management expertise to provide support and guidance to business customers ordering VOIP (Voice over Internet Protocol) Services.   Expert Voice Network Engineer supporting the deployment of the AT&T Voice Network Rollout for Complex Billing Small and Large business customers and commercial subscribers.   I have managed the day to day duties as the Technical liaison working with Network Switch Technicians to implement Circuit orders and determining access points for the voice switching network.  Interact with users, other portfolios, vendors, and IT for full life cycle of project.   Provide user support and coordinate resolution of issues and escalation as needed.  Provide product knowledge and customer support for engineering design, deployment, and service delivery on the IP Centrex, Voice Manager, and voicemail services. Act as single point of contact for sales support and customer providing technical support and site surveys. 

·         Monitor and track order management Issues/Action items log.

·         Project plan maintenance and reporting trouble issues that will affect the implementation progress of all orders processed. 

·         Gathering, compiling, and monitor project implementation progress to provide accurate status report for weekly conference call.

·         Lead activities as coordinator for end- to- end implantation.

●      Defined, scheduled, and monitored critical project scope, activities, decisions, dependencies, deliverables, and milestones to ensure accurate and timely implementation.

●      Programmed features for Polycom650/330 digital phones, and partnered with AT&T technicians to configure router and activate voice service.

●      Trained customers on plan features through daily phone conversations.

●      Identified disconnecting of services as a productivity and service roadblock, and suggested suspending accounts for three to five days to allow the customer time to remedy the situation and avoid lengthy service reactivations.

●      Resolve escalated customer issues under IP Flex Services Disconnect Team, distributing orders, and personally processing 30-40 disconnect stranded, and non-pay orders per month. 

●        Collaborated with Sales for installation of Voice and Data IP Service.

●        Communicate with customers to confirm services ordered, and conducted technical interviews with customers and sales to complete the circuit installation.

●        Scheduled and tracked critical dates for pre-test, test and turn-up, and site surveys. 

●        Confirmed technical compliance of voice and data services to ensure accurate service implementation and timely activation.

●        Supported and participated in new methods and procedures by initiating the use of a database tracking system to track test and turn-up dates, technical questionnaire dates, and circuit order dates to ensure all milestones were met.

 

 

Senior Customer Care Account Manager- AT&T (2003 – 2009)

Interface with Qwest/Bellsouth account teams, including Sales Directors and Vice Presidents, and client Senior Management to provide pre/ post sales implementation customer service, support, and satisfaction to approximately 50 customers. 

●        Resolved complex corporate account billing and service issues and provisioning inquiries for Frame Relay, ATM, and IP services.  Support Avalon Accuracy project assignment in the ASR group processing Access Service Request orders working with Broadband Provisioning for DS3, Narrowband Provisioning for DS1, Special Access ICSC Group, and Qwest.  Validate Wholesale customer account information and Circuit information.   Track and provide status of ASR and Access Service Orders utilizing CAFÉ, SOCS, CPSS, LENS, and AVALON. 

●        Prepared daily spreadsheets for account teams and management to track milestones and calculate customer billing credits and adjustments.

●        Monitored accounts receivable to ensure accounts consistently exceeded department standards. 

 

Prior background in the telecommunications industry includes the following:

 

MCI WorldCom, Small Business Account Manager, 2002 - 2003:  Responsible for installation of Small Business DSL, Local and Long Distance service order request.  Manage initial quality check for error resolution and order quality of online work orders issued from account teams.  Act as single point of contact for account team providing billing analysis on contractual billing issues. 

 

Verizon Wireless, Customer Service Billing Rep, 2000 - 2002:  Resolve customer billing inquiry regarding wireless products and service, billing rate plans, and promotional discounts and waivers.  Ensure customer satisfaction by providing alternative solutions to new/existing customers.  Provide technical assistance to determine inoperable wireless equipment issues, wireless features, and internet solution problems. 

 

Alltel Communications, Wireless Retail Activation Specialist, 1996 – 2000:  Processed wireless activation orders for business sales and wireless retail agents.  Responsible for provisioning wireless features, monitor credit approval queue and credit decisions.  Handle customer wireless accounts regarding rate plan and feature changes, troubleshoot errors impacting activation and account setup.

 

 

University of Central Arkansas, Conway, Arkansas

Major:  Business Administration

 

Six Sigma Certification (White and Yellow Belt)

 

Proficient in Microsoft Office, Word, Excel, Outlook, Project and PowerPoint

AT&T Systems: GCSM, EFMS, GIOM, LNP-SMS, RDS, SPP, USRP, INSTAR, SOTS, TIRKS, BORICS.

BellSouth Systems:  REMEDY, ATLAS, BOCRIS, ORION, LENS, SOCS, F&E, CAFE’, and CASPER.   

 

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