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Title: |
Telecom/IT Professional
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Location: |
US-North Carolina-Charlotte
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Work History: |
Circuit Analyst, Carrier Relations
Core180, Inc., Fairfax, VA
June 2008 – January 2011
Overview
As a Circuit Analyst, I requested quotes from Carriers for prospective sales opportunities and orders in hand. This position required, strong research skills, good communications skills, and detail oriented
- Identified sourcing for customer orders, using the least cost provider that met the criteria for the individual customer requirements.
- Have knowledge of telecommunications services, networks, and various types of circuits. Therefore, was able to build network segments in Order Management System (OMS) – including network design for DS0, DS1, DS3, OC3, OC12, OC48, Ethernet, and Network facility circuits.
- Experience in dealing with ILEC, CLEC and VOIP providers for service as well as escalation procedures
- Prepared and submitted carrier orders to: Verizon, AT&T, Cox, One Comm., XO, Southern Light, Level 3, Light Core, Time Warner and many other Carriers. This included new and change order requests.
- Sent disconnect and cancellation requirements to Carriers. Performed disconnect and cancellation task in OMS
- Completed Move, Add, and Change requests in a timely manner and provided a seamless handoff between teams.
- Familiar with carrier billing formats, portals, and Invoice audits
- Recorded order activity in Order Management System, cost elements, and transaction history.
- Reviewed service orders submissions for accuracy against customer’s request.
- Identified and resolved issues with customer orders, to include address pricing and delivery issues
- All tasks performed within defined intervals.
Flood Insurance Claims Examiner, Claims
Electronic Data System (EDS) September 2003 – November 2007
Computer Science Corporation (NFIP) July 1989 – September 1993.
Overview
As a Claims Examiner, I determined/verified coverage on claims and coordinated solutions of policy coverage, researched prior claim history, analyzed multiple loss situations for possible duplicate payments, examined facts, challenged questionable items and identified possible fraud.
- Prepared appropriate documentation for claims settlement or denial; ensured proper file documentation and maintains a chronological log in each file on each action concerning claims adjudication.
- Processed flood claims by gathering information to determine liability exposure, assigned reserve values to claims, making claims payments as necessary and settling claims up to designated authority level.
- Approved and processed assigned flood claims, determined benefits due, and manages action plan pursuant to the flood claim or client contract.
Project Management Support Contractor, IT (Data Warehouse Applications)
Department of Housing and Urban Development (HUD), Washington, DC
November 2002 – October 2003
Overview
As Project Management Support, I served as a focal point concerning long-term administrative projects and studies assigned to, or of interest to the Office Director, Project Management, and immediate staff members.
- Prepared, formatted and edited correspondence, reports and related documents in support of department staff and initiatives in Microsoft Project.
- Answered telephones, screened and routed calls, took messages for office director, project manager, and support team.
- Developed, organized and updated files, spreadsheets and databases to support departmental functions, and helped roll up reports to upper management.
- Helped manage contact lists and calendar for support team. Assisted team with document preparation including formatting, proofing and copying.
Metasolv Consultant, Circuit designer
Cable Vision, Long Island NY
November 2001 – January 2002
Overview
Data Migration, Cable Vision
As a Circuit designer, I played a key role assisting with the migration of an excess of 500 customer accounts and associated products from legacy databases into Metasolv TBS.
- Designed circuit layout records for OC3, OC12, OC48, and Broadband/ATM facility circuits in MetaSolv TBS.
- Utilize Metsolv TBS software to design DS0, RTID's, and AIU's circuits for DLC service
- Responsible for gathering and documenting customer network requirements, and layout network topology.
- Researched Kenan billing system, Visio, 5ESS switch, and other legacy databases to input correct product information into Metasolv TBS.
- Performed quality assurance and updated product catalog on all PSR orders for accuracy.
Metasolv Consultant, Hardware Design Network
Fairpoint Communications, Charlotte, NC
May 2001 – October 2001
Overview
As a Circuit Designer, I built 7ft relay racks (Fujitsu and Newton) into MetaSolv TBS database using proper location Identification and equipment codes.
- Completed audits of collocation switch sites utilizing Metasolv TBS
- Installed equipment shelves onto relay racks on proper mounting positions; labeled with CLLI code, network element identification and, shelf numbers.
- Installed cables from the Local Exchange Carriers (LEC), with proper number of pairs and cables identification.
- Verified cable i.d. with collocation file, utilizing a mixture of 100 and 300 pair quantities.
- Developed end-to-end customer circuits, utilizing Metasolv TBS to design the circuits.
- Completed DS3, DS1 and DS0 cross connects to various pieces of network elements.
- Created POTS, DS1, and DS3 circuits for virtual OE shelves.
- Provided proper cable pairs (DS1's, DS3's, DS0's, Fiber) to collation switch sites.
Network Circuit Design, Field Service Trainer, Provisioning Supervisor, and Network Provisioning
Winstar Communications, Herndon, VA: Various roles
July 1998 – April 2001
Overview
Network Circuit Design/WAN /Transmission Engineering
As a Circuit Designer, I coordinated multiple high priority and large complex customer networks and resolved engineering issues that may arise during design and coordination of these networks.
- Created and designed Circuit Layout Records CLRs utilizing Metasolv TBS
- Created ISRs and designed circuit layout records in Metasolv for OC3, OC12, and OC48, Broadband/ATM facility circuits for long haul and Metro fiber routes.
- Responsible for obtaining 8-character location CLLI codes for new fiber routes.
- Responsible for gathering and documenting customer network requirements, layout network topology that fulfilled the customers’ requirements.
- Documented protocol requirements, specifying addressing schemes, providing adequate redundancy and backup as required, and providing detailed technical diagrams in Visio database.
- Worked in conjunction with switch technicians to ensure end-to-end connectivity and acceptance of all circuits utilizing network elements such as the 5ESS switching system, multiplexers, DACS IV, TITAN 5500, and 532L, DSX-3 and DSX-1 panels.
- Maintained equipment and facility inventories at the switch and perspective hub sites
- Interfaced with all levels of management across departments and business units.
Field Service Trainer
As Field Service Trainer, I developed and standardized written and automated training documentation, curriculum, and job aids for use by Provisioning, Circuit Designers, Operations, and Engineering.
- Trained all newly hired and seasoned provisioning coordinators, how to navigate Metasolv TBS, NSO and CSP CHOST database
- Conducted training classes using Microsoft PowerPoint slides, communicated goals and objectives for staff while incorporating training needs and changes in the industry.
- Conducted training classes using Microsoft PowerPoint slides to better assist PCs with methods and procedures when; provisioning, canceling, and disconnecting orders in Metasolv TBS. In addition, to migrating service to Winstar's network.
- Maintained knowledge based on policies and procedures concerning, technical operations, and system upgrades.
- Stayed current with different components that related to the telecommunications network architecture.
- Communicated goals and objectives for staff while incorporating training needs and changes in the industry.
- Generated (ASRs, LSRs and ISRs) in Metasolv TBS and Bell Atlantic's Web GUI to provision T1, DLC, High Speed Internet, ISDN PRI, and unbundled network orders.
Provisioning Supervisor and Network Provisioning
As Provisioning Supervisor, I achieved monthly and quarterly order objectives for team as established by management. Supervised 9 full-time Provisioning Coordinators
- Managed reporting to monitor accurate jeopardy code assignment, daily/weekly on time delivery, order performance, accurate database updates in Metasolv TBS, NSO, and CSP HOST.
- Communicated weekly City forecast/commitment information to upper management.
- Facilitated weekly city review meetings with FOM organization and Operations to accomplish: review of all orders/lines history.
- Mentored and assist Provisioning Coordinator members.
- Assisted in the hiring, training and development of Provisioning Coordinators.
- Working knowledge of OSS systems, provisioning systems and web tools
- Practical knowledge of industry guidelines and practices for LNP, LSR’s, E911, Toll Free and Directory listing services
- Responsible for the provisioning and designing DS0 thru DS3 and Broadband customer ordered circuits and facilities, both Switched and Private Line in Metasolv TBS
Call Center and Customer Satisfaction Group Supervisor
Telco Communications, Chantilly, VA
October 1995 – June 1998
Overview
As a Call Center and Customer Satisfaction Group Supervisor, I Recruited staff, trained, scheduled and supported personnel through a framework of objectives and managerial concepts.
- Trained customer service representatives and team leaders with new company products, policies and procedures.
- Implemented incentive programs for customer service representatives.
- Responsible for coaching call center staff; handled escalated calls, coordinated with other functional areas that supported the application; and analyzed system data to note call trends, levels of efficiency, performance against established measures, and operational issues.
- Created a high-energy team environment for responding to clients.
- Motivated customer service representatives to quickly resolve customer requests via phone and email.
- Effectively communicated to clients in a direct and professional manner.
- Handled Regulatory complaints, responded to inquire by writing letters to Government agencies and customers.
- Investigated and resolved billing inquiries; responded within 72 hours; granted credit (s) when necessary.
- Processed and Investigated letters of inquiry and PIC disputes from the FCC, Better Business Bureau, Public Service Utility Commissions, Attorney General offices, and individual residential and business customers
- Drafted letters of response to the FCC, Better Business Bureau, other Government Agencies and/or residential and business customers.
- Investigated and Contacted customers and/or local exchange carriers regarding pertinent facts and/or issues.
- Updated Access program database, which summarizes results of investigations.
- Resolved complaints regarding unauthorized switch i.e., PIC disputes.
- Generated weekly and monthly reports by category - FCC inquiries, PSC/PUC concerns and PIC disputes.
Telco Communications was the beginning of my telecommunications career; I will always be grateful.
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Skills: |
Experienced in the use of various computer applications, databases and operating systems
Including Metasolv TBS, and Order Management Systems. Fully proficient in excel and other desktop applications such as Access, PowerPoint, Visio, and WordPerfect. Operating systems: DOS, Microsoft Windows 95, 98, 2000, 7, XP, Vista, and NT. Familiar with the Open Systems Interconnection (OSI) reference model; Internet Protocol Suite, Networking Protocols, Network Security Topology and some experience developing network diagrams and standard operating procedures (SOP). Understand the methodology for analyzing and determining network requirements. Knowledgeable in ATM, Cisco Routers, Hubs/Routers, Switches
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Education: |
Strayer University, Suitland, Maryland, Computer Networking 2004
Southern Ohio College, Cincinnati, OH, Marketing 1984
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Regina has endorsed 0 Members.
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