SUMMARY:

• I began my career in Telecommunications.
• With over 20 years of progressive experience in network analysis, effective troubleshooting and telecom technologies
• I am highly motivated and goal - oriented.
• My major strength is completing multi-faced tasks within a timely manner.
• I am skilled in customer interaction, loyal, dependable and willing to do whatever is needed to meet established goals.

PROFESSIONAL EXPERIENCE:

Confidential,Chantilly, Virginia

Claims Operations Specialist

Responsibilities:

• Act as a liaison between medical facilities and other insurance carriers to research and obtain pertinent information for claim resolution.
• Responsible for the coordination of EDI (Electronic Data Interchange) submissions for Confidential Virginia Workers Compensation claims.
• Research and reconcile EDI filing errors on Workers Compensation claims.
• Manage Cognos and StrataWare reports to ensure the timely payment of Workers Compensation bills.
• Process claim requests to support the Auto, Workers’ Compensation, and Property claim professionals.
• Utilize Metropolitan Reporting Bureau and ISO for claims investigations.

Confidential,Herndon,Virginia

Planner

• Established and maintained relationships with the Public Safety Answer Points (PSAP’s) and industry specific agencies.
• Responsible for E 9-1-1 ticket resolution. Researched and resolved ANI/ALI errors, misrouted E 9-1-1 calls and ESN (Emergency Service Numbers) using Remedy and EvenTrak ticketing systems. Escalating to Tier 2 support for resolution when necessary.
• Researched improper 911call routing to determine root cause and implemented through the appropriate fix agent.
• Developed executive level reporting for CLEC (Competitive Local Exchange Carrier) business operations.
• Created 911 test plans and coordinated testing with PSAP’s and internal test group.

TN Analyst

• Managed the telephone number (TN) inventory for Digital Phone products for all regions within Confidential footprint.
• Worked closely with CLEC partners to order telephone numbers for over 2100 rate centers.
• Developed and implemented action plans and tools to avoid total exhaustion of telephone number (TN) Inventory.
• Forecasted and ordered TN’s required to support the migration of Confidential to a CLEC, following NANPA (North America Numbering Plan Administration) guidelines. Tracked the inventory of telephone number blocks allocated to Confidential on a rate center basis and managed all associated action plans.
• Updated industry databases (NAS, PAS, NPAC, and LERG) to order, track and modify Confidential TN inventory.
• Worked with our AOCN (Telcordia) and Pooling Administrators to ensure all TWC inventory was accurately entered in the LERG.
• Filed semi-annual NRUF (Numbering Resource Utilization/Forecast) Report with NANPA.

Senior Help Desk Technician

• Managed the DPOM (Digital Phone Order Management) Support User mailbox - Managed user access logins and responded to e-mails from the divisions regarding problems with DPOM application/system/service in a timely and accurate fashion.
• Generated trouble tickets for the resolution of DPOM provisioning issues utilizing the Remedy Ticketing system.
• Responded to inbound calls from all divisions regarding order flow processes and assisted in successfully provisioning digital phone customers. Provisioned feature change orders for the divisions using DPOM.
• Performed rate center changes for divisions upon request to match MSAG information (Master Street Address Guide).
• Acted as a liaison between the divisions, regions, LEC’s and CLEC to resolve provisioning issues and escalations.

Confidential, Sterling,Virginia

Help Desk Support Analyst

• Supported the Wireless Number Portability/Local Number Portability customers on utilizing Nightfire Clearinghouse system to validate pending ported WLNP/LNP services and determined if wireless /wireline numbers were subject to porting.
• Assisted customers in provisioning LSR/ASR orders and resolved billing and E911issues.
• Provisioned and troubleshoot wireless companies domains as necessary to correct port in and port out transactions within Nightfire.
• Managed the designated Wireless Number Portability inbox for outages and issues. Escalated issues to the appropriate parties for immediate resolution using the Siebel Ticketing system.

Confidential, Sterling,Virginia

Operations Support Analyst

• Managed and assigned Remedy tickets to Tier 2 Technical Support staff for SharePoint issues reported by customers.
• Resolved Tier 1 SharePoint issues for customers nationwide.
• Processed and distributed Executive level daily reports.
• Provisioned new users in Active Directory with customized TECOS program to utilize SharePoint.

Confidential, Herndon,Virginia

Service Order Associate I. Voice and Data Provisioner

• Provisioned Voice and Data digital phone orders via Verizon GUI with a high level of accuracy and generated complete records of customers request in CSG billing system.
• Initiated and submitted LSR/ASR’s to the appropriate RBOC (Regional Bell Operating Company).
• Obtained Firm Order Commitment (FOC) dates
• Coordinated with RBOC LSR/ASR feedback through FOC acknowledgement and escalated orders as necessary to completion.
• Scheduled installation dates for new service and verified order information.
• Served as point of contact for various internal departments, Internal Support Representatives, Field Sales, Leasing Agents, Dispatch and Technicians to answer questions regarding orders. Tracked issues as necessary.
• Member of the NOP Training Team. Responsible for updating Methods and Procedures for Provisioning Southeast Region (GA,NC,FL,SC) Orders for the purpose of cross training.