Shawn M Connor

ttt

Shawn.Connor.1@gmail.com

12923 SE 217^th Pl

Kent, WA 98031

Cell Phone (206) 387-9680

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CAREER OBJECTIVE             

Obtain a responsible and challenging provisioning position that will allow me to utilize my expertise with telecommunications, project management and circuit design, while providing new challenges and growth opportunities.

 

QUALIFICATIONS

¨       Extensive experience designing circuits for phone, internet, Broadband, T1, Ethernet Over Copper, Ethernet Over Fiber, and other complex service configurations

¨       Project management – coordinated circuit delivery, facility management, customer availability and vendor meets for installation of telephone and internet circuits at customer sites

¨       Interfaced with multiple vendors for installation of both direct and resale applications, from basic lines to complex circuits

¨       Local Number Portability (LNP) for both toll-free and local telephone numbers through multiple vendors

¨       Experience with data entry and manipulation on databases including SOA, SMS-800, Excel, Word, Outlook, and Onyx

¨       Extensive Customer Service experience with people of varying social and economic backgrounds

¨       Provided technical support for telecommunications products from hosted and PC-based voicemail to commercial telephone line features

¨       Handled billing research and issues, managed credits and ensured problem resolution

 

EMPLOYMENT EXPERIENCE

 

Integra Telecom – Renton, WA              2009-2014

·         Project Coordinator II / Circuit Designer II

4 Responsible for the design of data and voice circuits for customer projects ranging from basic phone lines to T1s

              via copper and fiber, using in-house and external databases and specifications provided by customers

4 Ordered new data and voice circuits from multiple telecom providers such as CenturyLink, Frontier and AT&T

4 Coordinated between CLECs, internal and on-site technicians, and customers to ensure a smooth and on-schedule

              service installation which meets or exceeds customer requirements

4 Arranged for porting of telephone numbers and full-service lines from current providers to Integra

4 Communicated deadlines, requirements and issues to internal and external customers to establish clear

              project requirements and schedules

 

AccessLine Communications – Bellevue, WA              2001-2009

·         SMS Specialist / LNP Coordinator

4Responsible for organizing porting and programming of local numbers from current carriers to AccessLine carriers

4Coordinated between engineers and carriers to port numbers in a smooth and timely manner

4Worked with sales representatives and other departments to ensure timely delivery of local and toll-free service

4Handled trouble tickets regarding non-working numbers with carrier issues, worked with carrier reps and technical

              departments to resolve quickly

4Worked extensively with toll-free numbers including ordering, programming, porting and troubleshooting

4Fully certified with SMS-800 including both database and complex record classes

4Extensive use of 8MS (8xx Management System) by CSF, as well as the Onyx Customer Record database

4Arranged for 411 service on toll-free numbers

 

Shawn M Connor                                                                      Employment Experience – Continued

 

·         Customer Service Representative

4Provided support for customers to properly manage their accounts and call flow

4Solved provisioning problems and created menu setups for incoming calls

4Provided new programming setups for both individual customers and business offices

4Worked with higher-level technicians to resolve technical problems and restore service

4Performed billing research and reconciled payment information

 

Active Voice – Seattle, WA              1998-2001

·         Senior Call Coordinator

              4Trained new coordinators, salespeople and technicians

4Functioned as assistant to management, solving problems and acting as subject matter expert for technical

    questions

4Continued to perform all of the basic Call Coordinator duties

 

·         Call Coordinator

4Utilized the Onyx database to manage incoming calls, trouble tickets, and payments for customer support

4Coordinated calls for the technical support department

4Prioritized calls by level of service allowing technicians to assist the vital calls in a timely manner

4Certified in installation of dedicated Active Voice PC-based voicemail computer systems

4Processed RMAs and RMA requests

 

Hunter Douglas – Renton, WA              1996-1998

·         Data Entry Operator

4Pre-scanned orders for errors

4Entered orders

4Quality control on order entry

4Contacted customers to clarify requirements

4Coordinated with customer service and production to resolve issues

 

C.C. Filson – Seattle, WA              1995-1995

·         Customer Service Representative

4First contact for both general public and retail sales

4Provided product information and product recommendations

4Facilitated orders and entered them into company database

4Resolved problems with orders

4Coordinated shipping

4Entered credit card information and cleared transactions on a daily basis

 

EDUCATION

 

Western Washington University, Bellingham, WA

Bachelor of Arts Degree, Economics, June 1990

Concentrations in Advertising, Computer Science, and Business Management