ANGELA M. MATTHEWS

231 Whippoorwill Plaza 75137

Home/Cell: (469) 417-8027

angelalresume@aol.com

PROFILE:

Motivated, results driven Telecommunications professional with demonstrated experience in Provisioning/Project Coordination/Implementation/Customer Service. I am a Self Starter that work with little to no supervision but thrives in a team environment as well. I would like to continue developing my knowledge and skills, in order to provide the best possible services in any company Industry. I love diversity, and favor a professional work environment.

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EDUCATION: Lincoln Magnet High School   1985 – 1988  Dallas, Texas – Arlington  Career Institute   GPA 3.5 2011 

SKILLS

Windows 98/2000/XP systems, WordPerfect, MS-Office (Word, Access, Excel, PowerPoint, Outlook, LEX Toolbar, TBS, Arbor database, Granite/Granite Works, Remedy Lotus Notes, Costal, Epic, Remedy, VFO, and CTS data base and Web Xing. Switches: Nortel, Ericsson, Alcatel-Lucent, Right Now Web VBOS and Nokia.

EXPERIENCE

ANPI / ZONE TELECOM January 2013 – May 2014

Frisco, Texas 75034

Provisioner/Project Coordinator

·               Act as a single point of contact for the customer and customer’s technical contacts throughout the installation process.

·               Coordinates and communicate implementation milestone with the customer and their vendors.

·               Ensures all milestones are met and work with internal department to complete.

·               Perform 1^st bill reviews.

·               Review LOA (Letter Of Authorization) from the customer.

·               Coordinate and complete all Local Number Portability (LNP)

·               Provision and coordinator telecom work orders such as: Hosted, SIP, DS1, DS3, OC3 and Ethernet facilities.

·   Placed various orders with LEC utilizing carrier and LEC ordering systems upon receiving notices from work order system.

·   Assist with current business tools (i.e. Access Database, CRM, and other) to ensure accuracy of current data.

·   Complete the implementation of circuits following through to test and turn up of the circuit.

·   E911 on all DID’s

·   Managing disconnects.

·   Perform on going MACD activity as part of Life Cycle Management as it relates to broadband or IAD transactions.

·   Updating trackers with the accurate install information and changes to implementation plans.

·   Updating the system of record with circuit ID, order numbers and dates, once FOC received by carriers.

Ntelos Wireless/RigthTech            February 2012 – July 2012

Dallas, Texas Remote

Network Provisioner – Contractor

·   Submit ASR's for ordering to existing cell sites, updated TS Tickets and excel files as required throughout the ordering process until LEC acceptance and testing is completed.

·   Manage the ordering process and ensure the ordering process for new/existing DS3/T-1's meets requirements and timelines.

·   Complete SEGMENTS/PATHS including switch ports, CFA and circuit.

·   Manage LEC/IXC/3rd party vendor(s) to meet on-time delivery (includes escalations when required).

·   Update the Granite data base when the order is placed with the PON,ORDER NUMBER and DUE DATES

·   Managed projects with the LEC/IXC or 3rd party vendor until the orders are completed.

·   Design circuit paths from cell sites and interconnect paths between switches in Granite data base.

·   Experience/Knowledge of following switch technologies: Nortel, Ericsson, Alcatel-Lucent, and Nokia.

Accent Networks

Plano, Texas

Network Provisioner – Contractor                                                           December 2009 – March 2010

·                         Provision services to interact and order from various circuit providers, including but not limited to AT&T (former SBC and SWBT), Quest, Verizon, Bell South and the numerous independent IXCs, LECs, CLECs, and/or other carriers.

·                         Update order and circuit information in Granite and Ticketing System. Updated the Granite databases when the order is submitted, when FOC is received and when order is complete.

·                         Attend LEC status calls, Market status calls, and PM status calls as required.  Discuss detailed status of each related order. Provision Orders from an LEC, ILEC, CLEC, and/or other vendor as requested for the following service types: Special Access/High Capacity Circuits:  Ethernet, DS1s (including DS1s to cell site locations), DS3, OC Facilities, Initiate ASR to the LEC/ILEC/CLEC, Initiate SUP to existing ASR when required, Receive FOC from LEC/ILEC/CLEC. 

Excel Telecommunication/ Teksystems

Las Colinas, Texas                                                                                      January 2008 – July 2009

Network Provisioner – Contractor

·                         Provision network orders and collocation services including all project management aspects for organizing all physical and logical activities.

·                         Ordered  ASR from the varies telecom to telecom switches.

·                         Create tickets in the Epic system to send to the switch techs to test and accept T1 after delivery. Responsible for provisioning resale orders as such: Conversions, ISDN, PRI and BRI orders.

·                         Responsible for daily reports of all move, add & changes orders and provide status updates to Management Support Group.

·                         Able to make changes on following switch technologies: Nortel, Ericsson, Alcatel-Lucent, and Nokia.

Samsung Of America/ProStaff

Plano, Texas                                                                                               November 2006 – January 2008

Quality Assurance Specialist – Contractor

·                         Remotely monitor and score 3rd party outsource for the Samsung Call Centers located in the U.S. and Philippines for agents at level 1, 2 and 3 for tech support calls and e-mails regarding Samsung products.

·                         Monitor L3 answered e-mails, in which end consumers requested to hear from a manager.

·                         Develop and provide reports to upper management on a weekly basis regarding results of call monitoring and e-mail monitoring; including scores & turn around time.

·                         Assist in the weekly calibrations meeting regarding agents score and test calls

Cingular Wireless/Teksystems

Farmers Branch, Texas                                                                            February 2006 – August 2006                                   

Network Provisioner – Contractor

·                         Design circuit paths - from cell sites and interconnect paths between switches in Granite data base.

·                         Research and investigate current paths and segments findings into Granite data.

·                         Experience with follow up with Local Exchange Carrier for FOC and schedule for roll project.

·                         Create tickets in the CTS system to send to the switch technicians to test and accept T1 after delivery.

·                         Provision and ordered ASR between telecom switches, such as: Nortel, Ericsson, Alcatel-Lucent, and Nokia.

Randy White Telecommunications

Dallas, Texas                                                                                                May 2005 - February 2006

LSR Provisioner

·                         Provision and order local telephone service in SBC Toolbar System to set the process in motion, for the actual turn-up of the resale order.

·                         Evaluate the product and service request against the Customer Service Request forms (CSR) in the SBC Toolbar System. Establishing an official due date for the actual cutover of resale service from the ILEC Company.

·                         Confirm and oversees the process of obtaining a FOC (Firm Order Confirmation) date back from the ILEC, and to ensure the Sales Department of the definitive time for customers cutover.

Verizon Online

Irving, Texas                                                                                                     April 2004 - May 2005

Credit/Billing Specialist – Contractor

·                         Assist inbound customers with questions concerning their bills /credits and services with Verizon DSL.

·                         Perform credit checks for the sales representatives to pre-approve customers for online service.

·                         Handled the necessary research to insured customer’s issues is handled in a timely manner.

·                         Work with other external/internal departments groups to resolve the issues to insure that the customer is satisfied with the billing and services.  

Allegiance Telecommunications

Dallas, Texas                                                                                                    July 1999 - October 2003

LSR/Provisioner

·   Provision LSR’s orders in TBS system to set the process in motion for the actual turn-up of the service on a specified date and to ensure the efficiency and accuracy of data.

·   Setup LSR preferences in the TBS system for ILEC’s such as: SWB, Ameritech, PacBell, Venison, BellSouth and Bell Atlantic. Evaluate the product service request against the customer service request from the Toolbar system.