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Title: |
Telecom Provisioning Specialist
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Location: |
US-Florida-Tampa
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Work History: |
EXPERIENCE:
2006 to TELOVATIONS, INC.
Present Customer Service/Provisioning Dept. Development Manager
· Original team member of a start-up VoIP CLEC in Tampa, Florida.
· Developed Customer Service & Provisioning Departments. Responsibilities included TN & Facility Management, Inventory Management, Coordination & Installation Scheduling, VoIP User Administration, Customer Service Management, Implementation of all VoIP services, Local Number Porting, Toll Free Number Porting, Troubleshooting Network & Customer End User issues, Training for all New Personnel and New Customer End Users.
· Established Processes & Procedures for Sales Personnel, Provisioning Personnel, Customer Service Personnel, and Technical Support Personnel. Managed New Customer Billing Accounts.
· Engaged Cross-Functional Teaming with Industry Partners (Cisco, CTI, Inc., Verizon, XO Communications, New Global Telecom, Qwest & Level3 Communications, Bell South/AT&T).
2005 to IVANS, INC.
2006 Service Executive
· Provisioned AT&T Managed Data Networking Services for key clients in the Insurance, P&C, and Healthcare industries.
· Provided customer account management resolving customer service issues with Information Exchange, IP Pairings, APPL-APPL, PVC’s, ECS, Agency Registration System, Transformation Station, Transfer Manager, IP Passport, & AT&T Global Network Client.
· Established excellent client relationships by performing PowerPoint Account Review presentations and utilizing the touch point process during the implementation/project management process.
· Provided technical expertise to clients and peers.
· Ability to comprehend, analyze, and research network problems.
· Provided recommendations/corrective actions based on judgment decisions for technical problem resolutions.
2000 to AT&T - Global Customer Care Division
2005 Complex Specialty Manager – Complex Order Specialist
· Interfaced with key clients and provided Advance Feature implementation services for international customer accounts specializing in complex network design of 800 service applications.
· Negotiated and managed customer contracts and provisioned customer services; developed and implemented customer service processes.
· Utilized Excel spreadsheets and tracked customer accounts, product and services data as well as timeliness and completion of each project.
· Converted 800 Service clients to new Route It! Software, which provides unprecedented client management tools and features to manage own network.
1998 to AAA NATIONAL ACCOUNT
2000 Global Services Manager
· Project managed and implemented voice network for AAA Clubs nationwide.
· Served as AT&T Single Point of Contact and successfully managed performance service agreements and client contracts.
· Selected by manager to participate in Advanced Features Specialty team, which focused on development plan of criteria, responsibilities, technical assurance and design, resources, implementation, training and pricing for new nationwide team of Advance Feature Specialists.
· Consult with clients, vendors, Telco and other parties in setting up and integrating all services.
· Recognized for providing excellent training and development of employees and co-workers in passing on technical knowledge and skills in addition to systems and procedures.
· Completed extensive company training in technical and non-technical areas.
1996 to GTE NATIONAL ACCOUNT
1998 Technical Sales Specialist
· Provided sales support, which included analysis of existing systems, planning of upgrades and new equipment integration, negotiating with clients, individual project management, and troubleshooting and problem solving in both technical and non-technical areas.
· Designed systems and networks, provided technical consultations regarding network resources and product and service expertise.
· Researched competitor products and identified strengths and weaknesses; utilized data in writing sales proposals and presenting viable alternatives to clients resulting in increased sales.
· Established 2 new call centers for GTE and implemented a new strategic fraud management product for GTE's cellular customers.
1993 to GTE NATIONAL ACCOUNT
1996 Technical Sales Associate II
· Initiated and established AT&T technical support in Tampa for GTE Florida business accounts.
· Established and implemented 3 Call Centers for GTE-TSI and win back of all inbound-outbound voice networks from Sprint.
· Provided sales support, project management, voice-data network implementation, network studies, negotiation and representation at customer meetings, case team interaction and interdepartmental facilitation.
· Developed an extensive comprehensive AT&T - GTE procedures manual after creating appropriate systems and procedures to service account.
1989 to COMMERCIAL MARKETS
1993 Systems Consultant
· Provided technical design/consultation for all Nodal Service Products and Interstate-Intrastate Private Line Data services.
· Participated in directly selling products and services to prospects and customers; interface with clients and analyze existing system and network as well as current and future needs of each client; develop and submit a technical sales proposal to small, mid-sized and Fortune 500 clients.
· Analyzed and provided cost-effective solutions to clients, which include streamlining of hardware, software, manpower and systems utilization to reduce expenses and simultaneously upgrade and expand network reliability and efficiency.
1979 to NETWORK OPERATIONS
1989 Communications Technician
· Organized, implemented and migrated 17,000 serving links from GTE Florida to AT&T in a totally digital environment.
· Provided maintenance, provisioning and migration at the Tampa Custom Service Center for voice and data networks.
· Design, troubleshoot, maintain and coordinate installation of voice and data circuits for SDN and ISDN Products and all related connections to customer interfaces and equipment.
· Provided maintenance and provisioning testing for digital and analog private line circuits.
· Utilized manual and computer-based test systems for testing critical private line parameters.
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Skills: |
· Product Knowledge: ISDN/PRI/BRI, SDN, Megacom Wats, Megacom 800, Multimedia 800, Toll Free Adv. Feature, ICP, Frame Relay, Private Line Circuits, ADL, SAFER(Diversity), PPSA (Disaster Recovery), VTNS, DS0, DS1, DS3, VPN, DACS, Multiplexers, LAN, WAN, VoIP Services.
· Software: Internet Explorer, Netscape, Windows 95/98/NT/XP, MS Office, MS Excel, MS Word, MS PowerPoint, MS Visio, MS Outlook, Terranova Scripting, Instant Messenger, Simplog on the web, Route It!, TigerPaw, Peachtree Accounting, NPAC.
· Hardware: 4ESS C.O. Eqpt., C.O. Distr. Frame, DACS Frame, CSU/DSU Modems, D4 Channel Bank, Centrex, PBX’s (Various), Key Sys. (Various), HP Desktop PC, IBM Desktop PC, Compaq Laptop PC, Toshiba Laptop PC, Cisco & Polycom VoIP phones, Cisco Routers, Adtran IADs, ATAs.
· Platforms: Citsmaster, Sales Suite, CTDR, SOTS, TIRKS, POCITS, BAC, ECRM, EFMS, MSR-GTN, SSIRS, ON, OON, EON, SSA, WATS/SOP, FEDI OT, IOM, BASIC 8, EOT, SMART, QUIPP, BAP, ELIB, COBRA, MIG, TRAF, UGD/UGN, ROUTE IT!, AT&T Business Direct, PASSPORT, Information Exchange, Broadsoft Switch, Verizon CSG(ASR’s). Verizon VTAG, Verizon WISE, Verizon CABS, XO Communications ESPI LNP Tool, New Global Telecom Online Ordering System, Custom Call Data Systems, XO Communications Pricing Tool, CTI Inc. Ticketing System, NEUSTAR, Qwest Pricing Tool, Qwest Online Ordering Tool, Bell South/AT&T Online Ordering Tools, E911.
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Education: |
Northwood University
Completing Bachelor of Science in Business Management
Dale Carnegie
Completed Effective Speaking and Human Relations
AT&T School of Business Training
Completed over 250 comprehensive Operations, Engineering, Technical, Sales and Marketing courses throughout my career.
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Endorsements
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Pam has received 2 endorsements.
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Pam has endorsed 4 Members.
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Rank |
Title |
Location |
Status |
Actions |
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9.552 |
Vice Pesident, Infrastructure Engineering, Operations, and Service Delivery |
US-New Jersey |
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Details
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7.453 |
System Engineer / IT Project Manager |
US-Florida |
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Details
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6.588 |
VOIP Engineer |
US-Illinois-Chicago |
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Details
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5.712 |
IT Specialist |
US-California-San Bernardino/Palm Springs |
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Details
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