TONJA SHANKLIN

Chicago, Il 60651 •773.574.4327 •tonja.shanklin@sbcglobal.net

TELECOM SUPPORT SPECIALIST/LEVEL 1 HELP DESK

Troubleshooting ● Communication ● Customer Service

Experience diagnosing and resolving client issues with hardware maintenance, installs and upgrades.

·   Accomplished Network Support with 10+ years experience in Circuit Provisioning, Circuit Design, and Pricing. 4+ years Help Desk Support

·   Extended experience in the telecommunication with strong understanding and diagnostic skills; Versatile, able to understand new task fast.

·   Proactive self- motivated, organized, excellent interpersonal skills, reliable, problem solver, and determined professional.

IT SUPPORT SKILLS

·   Microsoft Desktop Platforms Win 95/98, 2000, 2003, 2007, Microsoft Office 97, XP, Internet Explorer.

·   Database: Remedy, Oracle, Siebel, AS400, Metasolv, TBS

TECHNICAL SUPPORT SKILLS

·   Lattis Pro, Circuit Design:Ds-1, Ds-0, Ds-3, Oc3, Oc12, Oc48, Frame Relay, Ethernet, MFGD,  LERG, Access Database,T1 Trunking.

 

PROFESSIONAL EXPERIENCE

CUSTOMER/NETWORK PROVISIONER, PEERLESS NETWORK; CHICAGO, IL, APRIL 2016-PRESENT

• Issue metro and long haul DS3, OCX and Ethernet, GIGE ASRs, T1/Trunking ASRs
• Design and Engineer Trunk Groups, Provision SIP Services (IP CONTROL, TRANSIT,MFGD, PSTN,LD, LOCAL TERM) Process ASR's to LEC for DS3 and trunk groups orders/interconnection for ALL RBOC's / Independents/ CLEC's and etc. Issue Route Set (SS7) orders, Interaction with internal and external customers; such as LEC/Vendors/Peerless NOC/Peerless Translations/Sales Support/Net  Eng/Peerless Customers.
• Provide internal/external customer support via email and phone
• Administrative functions - tracking orders, follow up on orders from start to finish using MS Office applications (Word, Excel, Outlook)

 

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NETWORK PROVISIONER- Dedicated and Switched Network Provisioning and Project Management, INTELIQUENT; CHICAGO, IL, AUGUST 2015 –     FEBURARY 2016

•Send ASR's and SLA's for Meet Point, Trunk, DEOT, FGD, ICA orders, Supplement, Change and Disconnect orders, E911, TNS SS7, TCICS, TSC's, •Network grooming. Augments based on utilization, LERG, Access Ordering, CAFE, CORA, EASE. WOS, Frontier Portal.

•Processed/reading of DLR’s, LOA/CFA, and FOC. Work with and place orders with over 5 major LECs and CLECs to establish a network connections of OC48, OC12,, DS3's, T1', and trunks. 

•Circuit assignment and design. Maintain accurate records in company database.

•Tracking, and Escalation of orders including status calls, email, and conference calls. Document all communications. 

 

KIMBLE’S & ASSOCIATES INC, CHICAGO, IL, APRIL 2008 – JULY 2015 Assignments for: ATT, MCI, Talamon Corp, Northern Trust, Takeda.

•Achieved the highest levels of productivity, handling over 100 per week and averaging 20 to 25 calls daily.

• Provided technical support to clients, answering questions/queries/ requests and resolving incidents which are raised via telephone and electronically via e-mail.

•Escalated issues as needed and maintained communication with customer and Technical teams. Utilized Remedy to record and track issues.

•Provided Applications Support for end user via email and phone support.

•Entered User information call tickets in tracking database; assuming responsibility for the integrity, quality and maintenance of call and customer data.

•Identify solutions to received issues before escalating to higher level support.

•Research and resolve questions received via telephone calls, email, and chat in a professional and timely manner. Apply appropriate problem solving skills, including the collection of detailed data when issues must be escalated beyond our support.   •Completes all daily tasks and projects as requested, on-time, and with attention to detail and quality.

 

DESIGN CONSULTANT, VANCO USA; CHICAGO, IL AUG 2006 - MAR 08 2008

•Design/price circuits ranging from DS1 to OC48/Ethernet 10M/1G.

•Formulated best solutions to provision and manage projects from various carriers.

•Placed orders with various service providers for all new, Macs, disconnects.

•Manage service providers for timely documentation, acceptance of orders, confirmations, and designs.

•Proactively escalate when needed through management levels.

•Fueled revenue growth through expansion of new product offerings.

 

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NETWORK PROVISIONING, AT&T; ROSEMONT, IL MAR 2004 – JULY 2006

 •Provisioning/trouble management related to both internal and external customers.

 •Analyze and isolate trouble to resolve or coordinate resolution with the       appropriate vendors.

•Perform escalations across many levels of the organization accountable for meeting (SLA).

 •End to end service establishment and trouble management to insure complete customer satisfaction.

 •Gained valuable knowledge of international business markets and differences in business practices.

 •Process ASR through Local Area Network Configuration Server (LECS) Verizon, Bellsouth, Qwest, PacBell.

 

 

 

 

 

 

 

 

EDUCATION

Loyola University, Chicago, Illinois

Major: Communications – Aug 1987- Jun 1988

92% overall grade average

Malcolm X College, Chicago, Illinois

Major: Computer Science Sept 1988 - Jan 1990