• Over 10 years of experience implementing and provisioning IP-Based, Private Line, Switched, and Dedicated products(T1, DS3, MPLS, Frame, ATM, Voice)
• Extensive knowledge of Provisioning and Customer Care system design.
• Excellent customer service, project management, and task prioritization skills.
• Effective written and verbal communication skills
• Over 10 years of managing large scale projects to completion
• Extensive knowledge of MS Suite (Project, Excel, Word, Outlook, PowerPoint, Sharepoint and Access)
• Experience setting up Cisco switches, HP Servers, Polycomm and Tandberg video units
• Administer Avaya PBX, and Cisco Call Manager (Modular Messaging, ASA, SIP, UCCM)

Work Experience:

09/09 – Present Confidential, Houston, TX Telecom Infrastructure Engineer

• Act as a liaison between the Telecom Vendors, Network Infrastructure, and other ExxonMobil depts
• Manage/order voice, and data orders locally and globally
• Work with all Telecom Carriers to price out Voice and Data circuits (MPLS, Frame/ATM, Point-to-Point, PRI, Local Loop and Port Charges)
• Monitor, status orders, and resolve problems that are encountered during installation or upgrades
• Manage orders to order life cycle intervals to ensure accurate and timely delivery of service
• Assist with projects to design technical solutions for end-users
• Vendor management – work with all carriers implementing and troubleshooting solutions.
• Take lead on understanding work request and gathering available resources to resolve them
• Interact with procurement to properly place orders in web interface to ensure order is received by Telecom carrier
• Coordinate with appropriate departments for customer turn-up, testing and installation
• Serve as the central point of coordination for customer orders of service delivery
• Facilitate customer conference calls as needed to resolve complex Customer issues with internal Exxon employees
• Educate internal departments on ordering processes for all carriers
• Rewriting internal processes to ensure cycle time is shortened
• Support Network service teams by communicating and interfacing with both internal and external customers

08/06 – 05/09 Confidential, Houston, TX Enterprise Telecom Engineer II

• Manage/Track Telecom Budget, install telecom and network equipment, and project manage related IT architecture/infrastructure projects
• Responsible for managing an $8,500,000 telecommunications and network budget annually, $708,000 monthly
• Receive network/telecomm contracts from vendors & review for accuracy on agreement terms
• Project managed building move completed Jan 09 via project plan that included coordinated dates of moving pbx, servers and switches
• Responsible for adds, moves and changes of Avaya and Cisco IP phones via Cisco call manager and Avaya PBX, which included patching cables to Cisco switches and twisted pair punch downs in the pbx.
• Implemented an end-to-end process to manage telecom expenses which resulted in $1,800,000 in savings over 3 years
• Worked with vendors to resolve outstanding billing related disputes in excess of $750,000
• Program managed deployment of internal Sprint Wireless program to provide wireless service to over 500 Users
• Project managed rollout of stipend program July 09. Stipend program included associates having liberty of choosing over wireless provider, and company reimbursing employee allotted amount.
• Was the single point of contact to customers, vendors, internal operational departments to ensure customer satisfaction; also consisted of ensuring correct interfaces and handoffs from carriers were accurate for smooth cutover
• Developed and implemented a streamlined ordering process with vendors, network and telecom administrators. Old process resulted in 75% of billing errors. New process included ordering form and first bill reviews and resulted 15% of billing errors.
• Collaborated with network engineers and carrier provisioning groups to develop mission critical network or campus facility continuity design and telecom service acceptance testing processes.
• Program managed the company wide implementation of Global Crossing Conferencing service
• Responsible for Enterprise Audio Visual services including set-up, maintenance, and troubleshooting of any operational issues.
• Responsible for re-engineering, planning and designing new circuits to trim $1,000,000 from CHRISTUS IM operational budget

01/05 – 07/06 Confidential, Denver, CO Sr. Billing Escalation Specialist/Analyst

• Improve billing accuracy via reviewing contracts; identify root cause of billing errors and disputes and assist in developing and implementing process based corrective action
• Implement operational improvements to dispute management processes resulting in reduced cycle time for billing analysts
• Retention specialist for Sales; analyze and fixed billing errors on accounts which entailed reviewing customer contracts to ensure customer is getting correct discounts and/or promotions
• Provide SME leadership to a team of over 15 of Billing analyst responsible for base of over $30,000,000; also delivered voice and data product training to analyst team to reduce cycle team from 70 days to 20 days
• Partnered with the Acct Management team and management to review customer accts and present on how to maintain and grow accounts and train on correct processes
• Reconcile accounts for customer’s including all billing tickets denied or approved; also couple with accounts receivable to reconcile accounts that are paid late
• Oversee high-priority escalation projects, which often require considerable resources and high levels of functional integration and proactively issue credits ranging from $500,000 to $2,000,000
• Partner with Process, Metrics, Service Management, Service Delivery and Sales to provide root cause analysis results on customer billing disputes
• Understand telecomm daily and monthly Call Record Detail extractions and pull data from SQL database to rerate and credit customer for incorrect billing
• Presents results and conclusions of project and billing issues to Escalations manager in a well-written report; also hold conference to present findings to VP and Director of Billing to ensure internal process is followed

10/03 – 12/04 Confidential, Denver, CO Sr. Systems/Business Analyst

• Serve as process, product, pricing and system SME (Subject Matter Expert) for Wholesale
• Develop detailed project plans and managing all implementation processes; ensures requirements and plans meet appropriate level of detail and are written in a manner to secure understanding from respective Wholesale teams
• Analyzes current business/research processes, suggests improvements, and participates in the design of new systems
• Created user requirements for internal systems to couple with IT to reduce order errors and reduce cycle time for Account Managers
• Drive efforts to accomplish project objectives including project tasks, process documentation, testing, training, and deployments
• Establish project plans to include schedules, training plans, testing plans, deployment plans, etc, and prioritize tasks while managing dependencies, communicating progress and issues to upper management and other Wholesale teams
• Run SQL reports in order to verify billing changes were implemented correctly
• Assist with the creation of the Wholesale Channel & Product Strategy that improves profitability and develop selected areas of revenue growth
• Identify and develop product and system requirements for product launches and enhancements
• Partner with Product teams to ensure pricing and contract is complete and necessary pricing components are included in product build
• Review contract to ensure contract addresses appropriate product scenarios
• Develop and deliver training to all line personnel (e.g., Service Delivery, Service Management, Sales Engineers)
• Investigate, analyze, provide root cause, and recommend solutions for all production issues related to processes, product ordering, keying, pricing, and invoicing
• Participated in several Sarbanes Oxley audits and have an understanding and ability to work with internal controls design

06/99 – 10/03 Confidential, Denver, CO/San Antonio, TX Sr. Manager, Wholesale Order Entry Team

• Developed and managed a team of order entry personnel responsible for keying orders in accurately and in a timely manner
• Coupled with other Sr. Managers to formulate a plan to reduce order cycle time from 2 weeks to 1 day
• Support and sustain a positive work environment that fosters team performance
• Assist other Senior Managers in development and delivery of team training
• Assist management by ensuring teams accomplish established goals and meet defined metric objectives
• Lead in project managing 1st level escalations and resolve within allocated time frames; communicate status of issues to all levels of upper mgmt
• Manage orders to order life cycle intervals to ensure accurate and timely delivery of service

Education: B.B.A. International Business

Keywords: area revenue, expense, telecom, network infrastructure, voice, data, broadband, communication, operating, budget, retention, growth, leadership, cost, trend, management, project, management, vendor, customer service, IP, technology, blackberry, cellular, troubleshooting, supervisory, networking, VOIP, telephone, technical, telecommunications, implementation, Avaya, Cisco, VLAN