OBJECTIVE:

To obtain a stimulating and challenging position that will utilize my extensive knowledge, skills and abilities in Customer Relations, Information Technology, Telecommunications and Data Entry.

AREAS OF EXPERTISE:

• Self - motivated individual
• Able to multi-task, prioritize and highly organized
• Adaptable to the changing needs and direction of the organization
• Excellent verbal and written communication skills
• Analytical problem solving skills
• Extensive use of Data Entry
• Enthusiastic learner and go-getter

TECHNICAL SKILLS:

Operating Systems: Microsoft Alta Vista, Microsoft 2007, Microsoft XP, Windows NT, Windows 98, UNIX (Solaris)

Software: Reflection X, Remedy, View AutoCAD, View HUB Drawings, Microsoft Office, Lotus Notes, VISIO and Hummingbird

Databases: NETPRO, NETCOM, TCOMS, MECCA, IBS, F&E, NAVISCORE, 3270 EMULATOR, TIRKS, ACMS and SOTS

PROFESSIONAL EXPERIENCE:

Help Desk Technician

Confidential

Responsibilities:

• Perform diagnostics
• Isolate performance issues
• Determine source of error
• Resolve customer issues
• Provide password resets for domain users
• Provided new accesses
• Issued trouble tickets
• Escalate urgent issues
• Provide customer feedback
• Maintain related history records and resolution
• Maintain accuracy of help desk database
• Assist peers when requested

Service Desk Analysis

Confidential

Responsibilities:

• Perform diagnostics
• Isolate performance issues
• Determine source of error
• Resolve customer issues
• Provide password resets for domain users
• Provided new accesses
• Issued trouble tickets
• Escalate urgent issues
• Provide customer feedback
• Maintain related history records and resolution
• Maintain accuracy of help desk database
• Assist peers when requested

Telecommunications Draftsmen

Confidential

Responsibilities:

• Documents telecommunications circuits for voice and data premises distribution systems.
• Create spreadsheet that conveys information on drawing and relates it to the spreadsheet
• Perform routine QA checks of work done
• Perform troubleshooting of network systems (occasionally)
• Create cabling run list to satisfy requirements for new and existing circuits
• Assist installers, Program Managers, LAN-SIT techs when needed
• Knowledge of multiplexers, modems, cables, connector types, and common data interface standards.

Customer Account Manager

Confidential

Responsibilities:

• Implements Customer Relationship Management (CRM) by conducting all activities to increase customer reliance on Telecommunications provider
• Conduct customer meetings on and off site
• Create customer agenda issues report to be resolved Confidential weekly meetings
• Create customer telecommunications service progress reports
• Investigate and research customer services for accuracy
• Perform initial provisioning of customer telecommunication services
• Provide customer with VISIO drawings of services upon request
• Exercises independent judgment in determining new business courses of action for customer requirements

Specialist Engineer - Network Implementation Engineer

Confidential

Responsibilities:

• Coordinated circuit activity with the Field Technicians
• Designed disconnect equipment orders for the Field Technicians
• Performed initial provisioning of Voice Over Internet Protocol (VoIP) for 911 Diverse Routing circuits in Tampa, Fl, Newark N.J. and Newbrunswick, N.J.
• Member of Dial Access Network (DAN) Hub closure team. Researched circuits and issued disconnect orders to support corporate line cost savings.
• Trained personnel on corporate provisioning systems

Planning Engineer - Circuit Designer III

Confidential

Responsibilities:

• Developed provisioning procedures for Gigabit Ethernet and Channelized circuits nationwide
• Performed all initial provisioning of DS3, OC12, Gigabit Ethernet and Channelized circuits nationwide
• Trained personnel on quality provisioning of DS3, OC12, Gigabit Ethernet and Channelized circuits
• Performed all initial provisioning and testing of DS3 circuits using Lucent switches as well as Cisco Routers
• Mastered circuit restoration, fault isolation, quality control testing, performance monitoring, and status reporting
• Coordinated installation and troubleshooting efforts of technicians nationwide

Customer Service Specialist 6

Confidential

Responsibilities:

• Consulted by other Confidential &T work centers as the resource for the bill and payment process
• Reported accounts receivable, revenue, and bill cycle information to data center, system support, finance, work centers, and customers
• Responsible for accurate records in bank and Confidential &T records
• Managed booking and posting, of corporate revenue

Customer Service Specialist 5

Confidential

Responsibilities:

• Managed numerous DOD and civilian accounts for agencies on the FTS2000 Network
• Coordinated and attended customer meetings regarding massive nationwide re-alignment requirements
• Conducted presentations on and off site
• Created special customer reports
• Coordinated scheduling of service dates and testing for turn-up acceptance with the customer
• Planned and implemented most efficient billing structure with customers
• Developed and performed procedures for training personnel on FTS2000 Billing Hierarchy, coding, and research

Circuit Assembler

Confidential

Responsibilities:

• Member of the Headquarters Quality Improvement Team which resulted in a reduction of rework by 50% and provisioning cost reductions of 25%.
• Developed and implemented training methods for assembly of T1.5/T45 plans and designs
• Critiqued corporate training manual before distribution
• Designed Circuit Word Document for T1.5 and T45 carrier
• Coordinated and completed numerous special technical projects
• Considered the in-house subject matter expert