Business Sr. Analyst / Project Consultant Resume

SUMMARY:

Strategic, proven results driven approach, and service - oriented, Telecommunications Professional with 17 years of experience. Extensive background in VoIP, Order Management, Business Analysis, Quality Control and Customer Service. Reputation for strong client-based relationships in customer satisfaction, and ability to deliver project with strict deadlines and on budget. Experienced in implementation, network solution, process automation solution, and service initiatives

Core competencies include:

Strategic Planning
Resource Planning
Quality Control
Client Relations
Team Leadership
Order Management Process & System
VOIP Configuration & Implementation via Broadsoft Application
Customer Service

EXPERIENCE:

Confidential

Business Sr. Analyst / Project Consultant, Order Management, New York

Planned, developed, implemented, and consulted for voice over Internet Protocol (VoIP) engagement in US and Global networks. Set goals, monitored work, and evaluated results to ensure objectives and operating requirements were met and were in line with the needs and mission of the organization. Key team member and lead resource with Project Manager in internal and external meetings to provide all information for coordination and installation of VoIP implementation delivery on kick-off and sign-offs. Generated weekly reporting and tracked all service requests milestones through close to bill

Launched 60 locations of IP Trunk assignments within 2-3 months interval for US Enterprise segments from all regions of US including HI in using Cisco Call Manger V7.1 and 8.5, Avaya CUBE, and Acme Packet as IP PBX.
Deployed 20 schools in Gilroy, CA by activating between 20-100 Polycom phones and Mediatrix boxes within 2-3 months deadlines for Hosted IP Centrex.
Activated and deployed 190 locations for Staffmark Holding. Dispatched installations of Adtran and Mediatrix routers on Keyset and PBX solutions.
Oversaw 85 locations for IP Trunk services for Commonwealth of PA as IP Trunk using Cisco with multi-site scenario solution.
Ongoing recognition from clients such as: Volt Maintech --deployed 27 successful sites, Rooms To Go 30 locations in > 2 months, Staffmark- 190 locations in 5 months, and Gilroy and /CoPA government orders > 20 sites on HIPC and IP Trunks.

Technical Analyst, Sugar Land, TX

Coordinated and implemented VoIP phone feature settings such as hunt groups, auto attendant, call forwarding, etc. Supported and assessed Oracle Web Center platform as business suite for business connectivity for call center purposes

Managed and provided troubleshooting on Web Center product as 1st level technical specialist to end-users.
Provisioned and migrated over 100 subscribers from analog to digital platform based for IP Integrated Access, IP Trunk with hybrid features, and Hosted IP Centrex flavors.
Installed, configured, and reconfigured using FTP/TFTP server to configure Cisco and Polycom phones.
Provided training and testing with clients on deployment day with hands-on hardware registration and online portal navigation.
Assumed key role in Hosted IP Centrex by obtaining data from clients to stage and configure phones before delivering to terminals sites.

Confidential, Sugar Land, TX

Account Support Consultant / Team Lead, Sugar Land, TX

Provided consultation, assessment, and preparation with sales account teams as part of the post sales delivery for perspective clients.
Gathered data and built centralized profiles through One View database application and generated improved results for global corporate customer support center both by phone and by email users.
Conducted team briefings to ensure proper procedures and guidelines were being followed to minimize customer service escalations.
Developed and maintained departmental website for training courses to increase productivity and promote paperless environment.

Technical Service Specialist, Sugar Land, TX

Worked in an inbound call center environment to support small business accounts for both local and nationwide segments

Point of contact for internal and external customers with escalations for network, billing and/or service related issues.
Developed and executed quality procedures within the Project and Customer Service departments.
Focused on continual improvement of reduction on escalations and increasing sales quarterly.

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