SUMMARY:

Experience in managing cross - functional teams to ensure project success. Ability to work in a professional manner to provide support to corporate, regional, internal, and external company contacts. Proficient in handling client relationships while promoting a positive company image.  Effective negotiation and decision making ability.

Familiarity with processes and procedures of IT and Project Management. Experience in initiating, planning, executing, monitoring, and closing software and hardware issues in IT deployment.  Skilled in analyzing financial impact to projects, departments, and corporations.  Proficient in managing SLAs to benefit customers and department standards.

Single Point of Contact on most projects with customer and IT vendors.  Intense experience in facilitating regular communication sessions in order to clarify constraints and assumptions. Ability to know when and how to utilize all available resources in order to communicate effectively to stakeholders.

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

Telecommunications Analyst II

Responsibilities:

• Responsible for the Telecom Expense Management of customer fixed telecom accounts which includes Wireline; inclusive of data and voice networks, analog and digital technologies.
• Process moves, adds, and changes for assets associated with these accounts.
• Receive inbound calls from Help Desk clients.
• Captured relevant customer information to ensure case information is documented.
• Create support case data for each customer that clearly and effectively defines the support request.
• Responsible for troubleshooting and process repair requests within SLA.
• Processed customer simplex MACD (Move, Add, Change, and Disconnect) requests within SLA.
• Interpret and analyze fixed billing data on invoices and related provider documentation.
• Ensure accurate and complete data has been entered in TEM system.
• Validate provider inventory; maintain customer fixed inventory database.
• Interpret Customer Service Records, provider contracts, reports and other provider documentation as required.

Confidential, Dallas, TX

Optimization Analyst

• Provides critical support and management of clients’ wireless carrier invoices. This includes ensuring the clients’ wireless carrier contracts are received and analyzed, generating and discussing quarterly reporting, and resolving any invoicing / billing issues with carriers by working directly with the client and the client’s carriers.
• Monitor client invoices to ensure account is billing as intended
• Analyze carrier billing data to perform optimizations on client’s wireless accounts
• Generate recommendations to the client to drive cost savings in their environment
• Monitor and track savings based off of optimization initiatives and build presentations to show our value to the client
• Reconcile new contract inventory
• Maintain the highest quality customer service standards and attitude
• Communicate in a professional and businesslike manner to entire organization as an advocate for the client
• Become an expert on Tangoe software products and processes
• Acquire and maintain expertise on Telecom Expense Management
• Identify opportunities for process improvement; work with team members to define and implement best practices
• Define and propose software system improvements based on client’s business requirements and processes
• Working with cross functional teams, develop and enforce clear processes and procedures
• Provide support to the executive management team on presentations, ad-hoc analysis, and other strategic initiatives
• Advanced user of SQL and Excel.
• Telecommunications consultant to a company offering Communication Lifecycle Management including Wireless Telecom Expense Management (TEM) for global clients.
• Develop and maintain accurate service inventory by collection and analysis of international wireless contracts, invoices, CSRs, call detail records (CDR), usage reports, inventory and tariff/service guides.
• Organize and utilize collateral that contributes to building and maintaining a telecom service management inventory.
• Coordinate workflow to gain optimum quality and efficiency. Identify opportunities for process improvements, and recommend changes as appropriate.
• Develop process and procedures for analysis and maintenance of service inventory which ensured accuracy assurance.
• Initiate collaboration sessions with internal and external stakeholders for documentation review and to sustain quality and efficiency of service inventory.

Confidential, Lewisville, TX

Project Management Professional

• Accountable for managing multiple, concurrent product development projects.
• Oversee all aspects of project implementation to deliver products and services on-time.
• Work closely with a variety of internal teams and end-customers to oversee design, development, integration, test, and quality assurance of new products and services.
• Responsible for organizing highly complex activities for the successful launch of projects, schedule, coordination and completion of projects.

Confidential, Dallas, Texas

Strategic Account Coordinator

• Develop and manage strategically important relationships with customers that dominate industry standards.
• Build alliances, within customers' organization, which supports Confidential 's business proposition and ensure further business development. 
• Ensure all service activity is driven by purpose, adds value, and is delivered with the highest of quality.
• Ensure service delivery commitments and manage deliverables. 
• Communicate complex ideas and concerns to all stakeholders in a straightforward and easy to understand manner.
• Define and set customer expectations while understanding customers' perspective and business objectives.
• Clarify and prepare opportunities, quotes, and proposals for services offered by Confidential .
• Deliver all executive level summaries for financially approved services, to customer decision makers.
• Communicate service time lines and deliverable thru completion.
• Manage internal and external escalations until resolution, while maintaining customer satisfaction.
• Validate process and procedure documentation within internal departments.

Confidential, Dallas, Texas

Telecom Analyst

• Contracted directly with Confidential - Information Solutions, for a pilot position to bring ownership, leadership, direction, and management of all telecom issues within the company.
• Provided support to store managers, corporate employees, and external vendors.
• Identified, isolated, and resolved Telecom Issues which includes wide area network (WAN), frame relay services, integrated services, internal wiring, CSUs, routers, PBX equipment, voice messaging systems, telephone systems, telephone units, faxes, fire alarm panels, and other telephone issues.
• Establish plans and suggest policies and procedures to incorporate Telecom Issues into the organization's Store Support division.
• Provided documentation and reports, which analyzed case history and general trends to support procedures regarding how problems are identified, received, documented, distributed, and corrected to ensure maximum issue resolution in minimum time.
• Maintained SOX compliance in areas of responsibility.
• Joined Confidential as a full time employee Jan 2007.

Confidential, Dallas, Texas

National Data Operations/ Project-Program Manager

• Interface with all levels of management through project communication or escalations across multiple geographical locations.
• Single Point of Contact for complex products to the National sales channel for large projects.
• Manage multiple projects simultaneously; work closely with Account Managers, Telco, and other Project Managers to support very large clients by working with initial requirements and developing and implementing standard and custom solutions.
• Manage customer experience in a pre and post-sale environment.
• Responsible for end-to-end project management on technical network implementations for high end/large customers.
• Responsible for project managing complex product delivery for National customers.
• Evaluation of the network design, supplying Sales with National LD ordering requirements, detailed tracking of high and low level details of the implementation process through the business, ensure compliance with any legal items, aid in contract negotiations when required, and insure the customer solution is delivered with high quality and on schedule.

Confidential

Network Integration Manager/ Network Engineer

• Contracted Network Integration Manager at AT&T's Data Network Operations Center.
• Responsible for directing all activities leading to the isolation and resolution of the customer maintenance experience, design and management of maintenance process rules for automated trouble isolation, and project management of the automated maintenance experience for Business Customer services.
• Accountable for initiating and developing action plans, to improve process inconsistencies, based on a complex level of real time in depth technical analysis having broad knowledge and understanding of AT&T network technologies, service and processes, combined with creative and independent thinking.
• Proactively, respond and monitor networks, voice, and data alarm conditions, and identify potential problem areas.
• Responsible for managing the customer's chronic trouble conditions through detailed analysis and historical data.
• System knowledge requirements include Microsoft Word, Excel, PowerPoint, MS Project, Access, and Visio.  Core Network system knowledge of SOTS, BMP, TIRKS, and RMIN.

Confidential, Dallas, Texas

Service Coordinator/ Project Manager

• Responsible for supporting the sales division in the DFW Metroplex, along with the post-sale and pre-installation support of customers.
• Function as customer single point of contact through the entire process of voice & data installation.
• Initiated and facilitated conferences and ongoing communications with customer executives to identify and define services to be provided, per sales contract.  Identified and refined any objectives, not clarified in sales contract, thru negotiation.  Objectives could include products customer had requested, quantities, pricing, and installation timelines.
• Managed and directed all timelines associated with installation project.
• Coordinated project execution with data engineering, field operations, service delivery, and customer vendor to ensure accuracy and completeness of circuit and service installation.
• Managed and escalated all service deliverables that fell outside the normal service level agreements or hindrances that required immediate attention.
• Upon circuit installation, initiated test, turn up of service with customer, customer vendor, field operations to ensure service requested was operational, and met customer expectations.  Followed up with formal documentation of project completion and all work and deliverable were acceptable.

Confidential, Dallas, Texas

Carrier Relations/Change Management Analyst

• Subject Matter Expert (SME) point of contact for provisioning organization.  Responsible for provisioning issue resolution with multiple Local Exchange Companies.
• Analyzed issues affecting the company and telephone industry, and coordinate with the Local Service Organization to determine and initiate appropriate actions.
• Initiated change requests to Incumbent Local Exchange Companies (ILECs) while following guidelines set by local, state, and federal government.
• Ensured changes initiated by ILECs comply with all contract terms, conditions, and other arrangements set by local, state, and federal levels.
• Analyzed and communicated Operational Support Systems (OSS) and Local Service Ordering Guide (LSOG) release changes to all departments of the Local Service Organization.
• Coordinated and performed testing for new Operational Support System (OSS) Implementation and Release Migrations via Electronic Data Interface (EDI) with Regional Bell Operating Companies (RBOCs), VarTec, and Third Party Vendors to ensure proper data exchange between all system interfaces.
• Analyzed testing results and communicate to the Local Service Organization.
• Worked with close cooperation with members of the Billing Operations Team to ensure data integrity as it relates to traffic & billing.
• Assisted with the implementation of new billing systems and migration/consolidation of billing systems.
• Helped to identify risks associated with billing projects.
• Proposed and implemented changes to enhance or replace processes or manual process mitigation.

Confidential, Dallas, Texas

Provisioning Technician

• Performed required translations within various Switching Systems, (Lucent 5ESS, Nortel PBX, Fujitsu PBX, Cortelco PBX, and Hitachi PBX) to provision new service, service/feature changes, and perform deletions to fulfill requirements of service order(s).
• Provisioned specific service requests for coordinating Voice Mail Systems.
• Ensured all service order requests were accurately accounted for in billing systems before provisioning service requests.
• Assisted field technicians with Office Equipment difficulties by reassigning or resetting port configuration.
• Developed documentation and consistently update procedure manuals to promote consistency and accuracy amongst team members.

Confidential, Dallas, Texas

Customer Service Support Agent

• Established initial trouble reports and any subsequent requests for progress and/or escalations for Point-to-Point and Multi-Point Data Communication Services ranging from DS0 to T3 level within the AT&T Business Markets Division.
• Communicated to vendors and client’s accurate configuration information regarding line coding (AMI, B8ZS, ESF), channel settings (depending on bandwidth), types of circuits (Frame Relay, ASDS, Private Line) and basic circuit topology (clarifying Network Hardware and Hardware function), to ensure accurate CPE configuration.
• Initiated and communicated initial system diagnostics, (through various support systems such as BMP, SOTS, ICORE, TIRKS, KMS, and CCP) to determine circuit continuity and trouble isolation.
• Coordinated repair process between various Local Exchange Carriers such as GTE, US West, Ameritech and various Bell Companies including Independent Carriers.
• Fulfilled subject matter expert responsibilities by taking ownership of internal escalations, initiating external escalations, and pro-actively resolving high priority maintenance issues reported by the customer.