PROFILE:

Analytical problem solver with a demonstrated ability to assess complex operational issues, identify defects and waste, and develop solutions that improve delivery, eliminate causes, achieve cost savings and enhance productivity. Proven track record in the development of processes and standards, work instructions and metrics.Ability to analyze business and customer requirements and assess how they can be enabled through alignment with appropriate processes and resources.Proficient at making technical information accessible and understandable for non-technical audiences. Excellent communication, mentoring, and training skills.Known self-starter while working independently or as part of any team.

SKILLS:

• Project Management/Coordination
• Research and Data Analysis
• Quality Management
• Client Relations
• Process Documentation
• Business Process Improvement
• Training Implementation
• Business Analysis
• Site Acquisition

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA & November 2009 - Present
Network Support Process SME (Consultant)

Process lead for moderately complex to complex business processes. Identify process gaps to implement strategic business solutions to improve customer satisfaction, using disciplined approaches such as Six Sigma and Lean.

• Identify opportunities for business process improvement and initiate efforts to make improvements.Detail plans to develop the methodology for implementing workflow automation for future projects. Used Visio to create process flowcharts and workflow diagrams.
• Facilitated JAD sessions to gather requirements from stakeholders, system users, subject matter experts (SMEs), and key personnel to understand the current functionality of existing systems.
• Defined and documented the process model by performing stakeholder analysis and identifying the process scope, objectives, performance metrics, compliance requirements, triggers, suppliers, inputs, outputs and controls (SIPOC).
• Evaluate existing process flows, interface agreements, and Methods and Procedures (M&P) documents to ensure documents are updated and reflect current and future business trends. Translate technical publications into easily understood terms for technical and non-technical users.
• Manage the Granite Works work order flow for AT&T Mobility Provisioning 2G/3G, Ethernet to the Cell Site (ETTCS), and 4G/LTE initiatives.
• Perform User Acceptance Testing (UAT) on new Granite Works processes, document process, create training platform, and conduct training with users.
• Create queries in Business Objects (BORG/EBIS) to generate daily reports for Granite Works 3G transport to capture work performance and activity. Develop reporting metrics that provides data for improvement in cycle times, process measurement, and future process opportunities.
• Manage and design SharePoint site for organization.

Confidential,Atlanta, GA & October 2008-September 2009
Project Specialist

Managed the tower development site acquisition and colocation processes. Tracked and coordinated all internal and external project activities and procedures to ensure the smooth and timely development of new tower facilities and improvements.

• Managed site acquisition activities for all major wireless carriers in customer owned project management systems such as Siterra, InSite, Homer, SwiftTrac, Caspr, and ClearVision.
• Responsible for project financial tracking, invoicing, and purchase order creation in Oracle Financials. Prepared budgets, cost estimates, and budget reporting related to multiple projects simultaneously.
• Prepared site candidate information packages (SCIP),collocation applications, review title reports, collected jurisdictional zoning and permitting requirements, negotiated lease, and ancillary agreements between landlord and client. Reviewed Master Lease Agreements (MLA) for quality.
• Identified cash flow enhancing opportunities based on existing lease agreements between American Tower Corporation and customers.

Confidential,Houston, TX & June 2007- September 2008
Documentation Manager/Project Coordinator (Consultant)

Brought on to turn around and manage documentation team that was struggling to meet critical milestones. Increased the visibility of project deliverablessuccessfully restoring client’s confidence in project management support group. Supported project managers in five markets throughout the Southeast region for UMTS tower upgrade construction project.

• Managed documentation team of four to ensure all project milestones and deliverables were met according to schedule. Uploaded project documentation into SwiftTrac project management tool for stakeholder review.
• Created and managed Excel and web-based project tracking tools E-Project Manager (NOLS/EPM) and SwiftTrac to monitor and forecast project milestones to determine the readiness of 750 individual T-Mobile wireless towers from site survey to integration.
• Perform quality analysis of leases, completed Site Candidate Information Packages (SCIP) for client approval and close out packages for Notice to Proceed (NTP).
• Met with stakeholders, vendors, and general contractors to review project plan and ensure the accuracy of schedule and project management tracking tools as required by scope of work (SOW).
• Prepared and presented weekly status report presentations to client and internal project manager. Provided daily/weekly/monthly reports for national executive reporting.

Confidential, Atlanta, GA & October 2006 June 2007
Business Process Analyst (Consultant)

Served as the liaison for the automatic call distributor (ACD) and interactive voice response (IVR) departments on a business process-reengineering project concerned with establishing the interaction between the ACD and IVR systems. The objective of the project was to identify the problem and propose an effective solution that would increase the functionality of the systems between the two departmentsto bridge existing gaps, increase effectiveness and help facilitate better system usability.

• Gathered user requirements and analyzed the business operations of the Aspect ACD and Nortel IVR/CTI departments. Developed strategy and vision and oversaw business process and technical mapping to increase applications processing by redesigning call flows.
• Designed and documented 800+ call flow diagrams in Visio to demonstrate the system interaction between the ACD and the IVR/CTI systems. Transcribed and modified ACD announcements to reflect changes and new verbiage.
• Analyzed business practices to enhance center’s utilization of the ACD and IVR systems and presented information to senior management to implement process improvements.
• Monitored agent’s call routing process in E-Talk for Aspect/Rockwell ACDs which facilitated high speed internet and repair call centers throughout the southeast region.

Confidential,Englewood,January 2000 February 2006
LNP Provisioning Engineer

• Processed business and residential Local Services Requests (LSR) for Local Number Portability (LNP) utilizing various systems including but not limited to LNP-SMS, ASR, Martin billing systems, ConnectVu, NPAC, and LERG.
• Project manager for large ports of 10,000 800,000+ lines, managed project deliverables and milestones to ensure timely completion of project.

EDUCATION:

Dual Degree Program: Computer Information Systems Management and Managerial Sciences

Degree Program: Marketing and Advertising

TOOLS:

Databases: Granite Works, Access, Oracle Financials, Business Objects
Project Management Software: MS Project, SwiftTrac, Siterra, InSite, Homer, ClearVision, NOLS/EPM
Software: Microsoft Office 2007: Word, Excel, Outlook, Power Point, SharePoint, Visio, Project, and Internet savvy