Kathy Marshall

2417 E. 59^th Ct. Unit 2

Tulsa, OK 74105

(918) 346-6932 Home

(405) 476-0816 Cell

Kjmarshall2000@yahoo.com

 

 

 

§    10+ years in provisioning routers. Strong background in institutional development, new product development and customer service.

§    20+ years in customer service

§    Proven ability to function in high-pressured ever-changing environment, interacting effectively with all levels of support staff, management, and customers internal and external.

§    Comfortable working in a fast paced environment

§    Ability to communicate orally and in writing.

§    Strong problem solving skills.

§    Excellent and quick decision maker.

 

Windstream Communications, April 2014 - Present

Network Groom Provisioner of Voice & Data Operations

1 West 3^rd St, Suite 700, Tulsa, Ok 74103

Supervisor: Tony Marler, 918-419-3346 (work.) May Contact

 

I will have to understand, initiating and managing required forms and responses with various telecommunication carriers for ILEC/CEC T1, Ethernet and T1 to OCn Complex facility request.

 

Other duties will be to prepare and submit ASR/LSR/SI (Access and/or Local service request) to carriers and ILECs for the ordering of loop, transport, cross-connect, Ethernet NNI and/or DS3 and above services.

 

I will also monitor work-in-progress in all pertinent databases for timely performance of procedures and activities related to delivery of service within established intervals both internal and external. I will communicate with carriers for critical dates and other relevant information pertinent to installation including current status and upcoming milestones and expected time/date for next update.

 

I will initiate appropriate levels of escalation, both internally and externally on orders in jeopardy of missing due dates. I will maintain internal databases with current information regarding status and progress of in-flight orders that includes but not limited to dates, order numbers, circuit ID’s, FOC documentation, etc…

 

I will support and/or participate in the organization’s continuous process improvement/enhancement efforts. I will provide accurate feedback to Service Delivery Management and/or Second Level Support regarding process improvement and proposed changes to internal procedures. I will also assist in special projects as assigned as business needs requires to do so.

 

 

 

 

 

West Business Services, May 2013 – April 2014 

Backlog SPOC

1331 West Memorial Rd, Oklahoma City, OK 73114

Supervisor: Lisa Fleming, 405-241-3546 (work). May contact

 

While I was serving as Backlog SPOC for low speed data, I would manage the implementation for all data lifecycle support for AT&T client requests in the most effective and cost efficient manner.  Coordinate and manage the performance of all program set-up schedules for delivery of service with circuit provisioning centers. Process orders for circuits with various local exchange carriers. Implement circuit orders, track status, inventory, retrieve records, and generate daily reports. Proactively manage and analyze all activities for data transport services to detect problems and provide immediate status and resolution.

 

West Business Services, October 2011 – May 2013

Provisioning Project Manager

1331 West Memorial Rd, Oklahoma City, OK 73114

Supervisor: Carissa Brown, 405-241-0418 (work). May Contact

 

My responsibilities would be to implement the service in order to meet customers’ requirements both technically and logistically. Responsible for order assessment, technical evaluation, and technical troubleshooting while managing the installation of dedicates wide internet connections at various speeds: FT1 up to T3 from AT&T MPLS common backbone to various customers’ location. Perform technical evaluations with customers to obtain pertinent order provisioning information. Verify information for equipment acquisition, circuit design FT1 up to T3 for configuration, and connection testing. Selects AT&T circuit/facility to be used for customer’s access to evaluate customer’s network design and required IP address for customer’s LAN/WAN network addressing. I would manage Cisco routers (1841, 2801), AT&T Cisco access routers (12416, and switches (6500) for configuration to resolve connectivity problems for customers access to their internet. Proactively provisioned and manage over 70 orders monthly for High profile corporations to ensure on time completion. Organize outside customers, contractors, AT&T managers, and non-management personnel to implement services. Perform internet testing outside of normal business hours with customers accommodate their business needs. Troubleshoot Cisco routers when needed. I was a SME for this group.

 

West Business Services, July 2010 – October 2011

New Start Project Manager

1331 West Memorial Rd, Oklahoma City, OK 73114

Supervisor: Jennifer Hasting-Pruitt 405-241-3551 (work). May Contact

 

I would perform a variety of activities to assist the Data Service Team while providing quality service to clients during their data order life cycle. Track order from major third party businesses organizations and customers. Involving large scale changes or new implementations telephone and internet services for customers. Complete necessary ordering screens through access to ordering systems; including submitting orders electronically for completion all while meeting the companies deadlines. I would review orders for quality while updating the Data Service Team members of the order status from their customers. Retrieve reports from the previous day orders to verify accuracy and completeness of order information (e.g., missing address, customer’s information, facility, and circuit information etc.) by accessing multiple systems. Continuously monitor and correct orders throughout orders’ lifecycle to identify any obstacles that would impact orders being completely IAW established specification and time requirements. Escalate unresolved issues and concerns to the appropriate Data Service Team members when needed. Participate in the on-going training of systems and procedures to insure incorporation into the orders’ life cycle. SME for department

 

West Business Services, July 2002 – July 2010

Data Service Project Manager

1331 West Memorial Rd, Oklahoma City, OK 73114

Supervisor: Karen Grimmett 405-241-0455 (work). May Contact

 

Overseeing the total disconnects from beginning to end of major companies which entails processing disconnect request according to AT&T guidelines. Verifying circuit information utilizing pocits, tirks icore, mis, aise and esor. Escalating tickets to ensure all critical dates are met. Managed the implementation of all data lifecycle support for AT&T clients request in the most effective and cost efficient manner. Coordinating and managing performance of all programs to set-up schedules for delivery of service with circuit provisioning centers. I would process orders for circuits with various local exchange carriers. Utilize AT&T systems on a daily basis as it relates to circuit orders, track status and inventory, retrieve records, and generate daily reports. Manage and analyze all activities for data transports services to detect problems and provide immediate status and resolution. Provide data aftermarket ordering and service support of various data products including frame relay, port/PVC, T15, private line, and managing routers. I handle calling cards on long distance accounts. Track all orders to resolve escalations and open billing tickets. I also handle installations, disconnects, and redirecting of toll free numbers

 

MCI WorldCom, November 1997 - July 2002

Staff Specialist IV/Lead Activation

6312 S Fidders Englewood, CO 80111

Supervisor: Felise Henderson, 303-217-4100 (work). May contact

 

I would track 100 – 200 orders at any given time. Resolve executive and facility escalations while conducting weekly conference calls. Activate all national business account by working directly with provisioning, translations, order entry, and sales team. Installed ISDN/PRI and local T1 orders and rerouted 800 numbers and digital gateway orders. Designed and implemented complex moves ads and changes for local lines.

§ Management

§ Teambuilding & Training

§ Guiding Compliance

§ Development

§ Customer Service

§ SME

 

 

§ Personal Computer and Networked Systems

§ Microsoft Office (Word, Excel, Outlook, Access, PowerPoint)

§ WordPerfect

§ Microsoft Windows (All)

§ Internet Research Skills

 

 

 

l         Support: Provide support and perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.

l         Supervisor Sector: Assisted in the development and leveraged strengths in persuasive communications and consultative customer service.

l         Development: Led both team and self-directed settings; and proficiently developed reported progress.

l         Management: Protected Company services following detailed risk assessments. Guided cross-functional teams in the design, validation, acceptance and implementation of best business practices.

 

 

CARMS, PACS, OSIS, CLIENT VIEW, COMS, POCITS, TIRKS, USRP, ESOR, SOTS, COBRA, ROAM, ICORE, ESOR, EFMS

 

 

Tony Marler - Windstream Communications – Area Supervisor - 918-419-3346

 

Lisa Fleming – West Business Services - Backlog SPOC Supervisor – 405-241-3546

 

Charles Clemons - Tinker Air Force Base - Instructor for New Hires - 405-397-5225