Gwendolyn Chambers

660 Short Hills Lane#103 | Melbourne, FL 32905 | H: 321-795-0646 | C: 321-795-0646 | g.chambers22@yahoo.com

 

Proficient in technologies:

–         MetaSolvClear-Quest

–         JTOM-Telco ordering toolMicrosoft Office

–         Microsoft Project

Harris Corporation, Melbourne, FL

Mar 2004 – Present

•          Program roles and responsibilities

–         Ordering, tracking, and coordination required for circuit installations

–         Analyze service requests to determine circuit requirements and priorities

–         Utilize provisioning tools to process customer service orders and activate service

–         Provide technical support as needed to the SAC and the PNOCC in the turn-up and restoral of services.

–         Support TEM team contacting the Telco providers to resolve billing disputes/discrepancy

–         Manages 8 FAA Regions

–         Collaborates with Telco Engineers and Management to ensure FTI processes are applied to meet customers SLA

Accomplishments related to FY15 objectives

–         Contributions aid Harris in exceeding service delivery goals this EP23 Performance Results reaching 98.84%  Five (5) out of six (6) months of perfect on time delivery performance

–         Submitted multiple Optimization project orders with a projected MRC savings  = $71,047 (Lifecycle savings = $2,912,934)

–         Issued 462 orders for Optimization projects, Diversity projects, and SABL services

–         Issued 434 disconnect orders

Key projects:

–         Member of FTI ASO telecom team that developed and implemented a network design process LATA-based designs.

–         Lead in Coordinating weekly and monthly meeting with Vendors, Telco Providers to review orders status, schedule issues, jeopardy orders.

–         Create PSR and ISR in MetaSolv. 

–         Process TSO order daily to be sent to LEC for service installation. 

–         Assist in training new member of FTI provisioning team.  Interact with Technicians on site for testing completion of circuit install.

–         Submit trouble tickets for circuit install issues.

–         Maintain and request Telecommunication Service Priority for FAA Telecommunications Infrastructure. 

 

 

 

 

–         Provide product information to the customers. 

–         Provided advertising procedures for maximum profitability.

–         Perform accounting functions.

–         Assist in preparation of quarterly and annual tax statements.

–         Assist with special projects to create customer database to improve .invoice tracking and cost reporting

–         Create newsletters and direct mail campaign.

–         Order inventory and provide sales projections.

–         _______________________________________________________________________________

Allegiance Telecom -                       August 2009- May, 2002                                                           

–         Process LSR, ASR for order installation for DS-3s, DS-1, private telephone lines, DSL. 

–         Prepare project report to management for new customer installs, cancellations, jeopardy orders.

–         Coordinate with Network Engineer for changes, corrections, addition from original specification order.

–         Develop and maintain technical and project documentation for training. 

–         Interact with LECs regarding order installation and cancellation.

–         Conduct quality checks with accounting to identify billing issues. 

–         Update Engineer database spreadsheet for status of equipment installs and circuit location in Central Office.

–         Maintain the intranet site for weekly and monthly for new service activations.

–         Responsible for handling all first level escalation on firm order confirmation and equipment installations.

–         Supervisor/Lead Skills: Update training manuals and assist with training new employees

–         Conduct interview for new staff hire.

–         Conduct group weekly and monthly meeting to outline project goals. 

–         Support team to provide accurate and timely LSR and ASR sent to Telco providers.

–         Conduct team building seminars. 

–         Provide weekly and monthly production reports to Management. 

–         Maintain the intranet site weekly and monthly for new service activations.

–         Responsible for handling all first level escalation on firm order confirmation.

 

 

 

AT&T Wireless- National Customer Service Billing Support Analyst-                     August 1986-August 1999

 

–         Maintain national online billing rate tables.

–         Implement billing tables for local and long distance calling rates.

–         Process area code additions, deletions request for Regional calling markets.

–         Research billing issues on customer invoices.

–         Interact with other functional groups to improve and reduce billing errors.

–         Audit tax tables.

–         Process customer service installation orders for rate plan, and promotional requests.

 

 

 

 

 

Bachelor of Science Information Technology .Specialization Project Management- Capella University, Minneapolis, MN

AAS.Educational Personnel, Richland College, Richardson, Texas

Telecommunication Install Certificate, DeVry Institute Technology, Irving, Texas