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Lead Telecommunications Specialist Resume Profile

NJ

SUMMARY

  • An established Telecommunications Specialist with an extensive background in Telecommunications Products and Services, Customer Service, Project Management and Complex Circuit Ordering.
  • Strong planner, organizer, leader, and problem solver of direct complex projects from inception through completion.
  • Ability to exercise good judgment and make decisions on projects independently.
  • US Citizen

PROFESSIONAL EXPERIENCE

Confidential

Lead Telecommunications Specialist

  • Represent Time Warner Cable in a positive, courteous, and professional manner while working with customers, vendors, management and network support.
  • Assist and implement new circuit ordering processes, efficiencies, controls, and long-range usage, allocation, system testing, intake operations, and certification process.
  • Serves as Lead Complex Order Specialist in meetings regarding telecommunications strategies, operational concepts, and internal training of new hires and team members.
  • Generate and review daily order workflow reports with management to escalate and resolve open issues.
  • Receive, review and assign Telecommunications Service Requests for voice over internet protocol VOIP for fiber, DOCSIS and SIP Trunk circuit orders to self and a team of eleven Complex Order Agents via Salesforce that are managed and tracked in Time Warner Cable's Integrated Order Management System. IOM
  • Monitor assigned orders of team members to ensure SLAs and SOWs are met and escalated with the customer, vendor and local exchange carriers in order to port from one carrier to another.
  • Serve as the single point of contact providing extensive customer service support on assigned projects and service requests for status updates, customer workflow through completion while troubleshooting, and engaging internal and external departments to ensure desired due dates are met.
  • Support provisioning of T-1 circuits, coordination of circuit testing and cutovers with various IXCs, LECs, CLECs, and external vendors to ensure Firm Order Commitments, FOC dates are met and escalate as needed to the highest level of authority.
  • Receives incoming calls via the call center soft switch from internal and external customers inquiring about service request status, equipment installation and billing.
  • Actively updating and engaging the customer on various stages of service request.
  • Coordinate and initiate conference calls with the customer, PBX vendor, support technicians and Network Operation Centers NOCs to schedule T1 testing, activation, and/or modifications.
  • Ensure that results meet and exceed all service levels including on-time performance for the customer.
  • Input Telecommunication products and services ordered into internal CSG and ICOMs billing systems. Apply circuit pricing, discounts and monthly recurring charges based the contractual agreement between the service provider and the customer.
  • Initiate follow up call with the customer after testing and circuit activation to evaluate services provided and review first monthly invoice for accuracy and address any questions and concerns.

Confidential

Telecommunications Consultant

  • Represented The Management Network Group TMNG and Time Warner Cable in a positive, courteous, and professional manner while working with customers, vendors, management and network support.
  • Assisted and implement new circuit ordering processes, efficiencies, controls, and long-range usage, allocation, system testing, intake operations, and certification process.
  • Received, reviewed and processed Telecommunications Service Requests for voice over internet protocol VOIP for fiber, DOCSIS and SIP Trunk circuit orders to self and a team of eleven Complex Order Agents via Salesforce that are managed and tracked in Sprints and Neustar's Cable Partner Ordering Systems
  • Monitored assigned orders to ensure SLAs and SOWs are met and escalated with the customer, vendor and local exchange carriers in order to port from one carrier to another.
  • Served as the single point of contact providing extensive customer service support on assigned projects and service requests for status updates, customer workflow through completion while troubleshooting, and engaging internal and external departments to ensure desired due dates are met.
  • Supported provisioning of T-1 circuits, coordination of circuit testing and cutovers with various IXCs, LECs, CLECs, and external vendors to ensure Firm Order Commitments, FOC dates are met and escalate as needed to the highest level of authority.
  • Responsible for ensuring that Telecommunications Service Request are ready for installation prior to customer requested due date. Resolve any open issue that could potentially delay the install prior to due date and/or evaluate and reschedule accordingly.
  • Actively updated and engaged the customer on various stages of service request.
  • Coordinated and initiate conference calls with the customer, PBX vendor, support technicians and Network Operation Centers NOCs to schedule T1 testing, activation, and/or modifications.
  • Ensured that results meet and exceed all service levels including on-time performance for the customer.
  • Inputted Telecommunication products and services ordered into internal CSG and ICOMs billing systems. Applied circuit pricing, discounts and monthly recurring charges based the contractual agreement between the service provider and the customer.
  • Initiated follow up call with the customer after testing and circuit activation to evaluate services provided and review first monthly invoice for accuracy and address any questions and concerns.

Confidential

Telecom Circuit Analyst

  • Processed Telecommunication Service Request for new add, moves, changes and disconnects for DHS/ICE in REMEDY.
  • Coordinated orders with the requesting Designated Agency Representative DAR , circuit provider, and site representative.
  • Reviewed CLEC and ILCEC engineering database daily to track the Firm Order Commitment FOC date and other critical installation due dates.
  • Scheduled the delivery of the hardware Router after the circuit was installed and tested by the carrier.
  • Developed, entered, coordinated, and approved routing of circuit orders.
  • Tracked status of circuit orders and cancellations via internal Government and or vendor tracking systems.
  • Tracked order progress through completion, testing and activation.

Confidential

Telecommunications Technician

  • Processed internal customer request for wireless devices such as blackberries, cell phones, pagers, wireless cards and accessories for the Department of Homeland Security ICE branch and Northrop Grumman Corporate Executives and employees.
  • Worked closely with the internal customer, desktop support and carriers to activate and test the mobile devices, troubleshoot and resolve issues affecting service.
  • Maintained the telecommunications tracking system database with information on all data, telecommunications services, cellular, satellite and PDAs.
  • Reviewed and processed monthly invoices for payment.
  • Resolved billing errors and applied credit to accounts.

Confidential

  • Created SQL queries and tables using MS Access, Ontrack Learning Management and PeopleSoft to remove duplicate and null data before transitioning from Ontrack database to PeopleSoft LMS
  • Maintained the self-study and instructor led course classrooms, course prerequisites, requirements, schedule, and activities.
  • Notified employees of compliance training and assist with questions regarding upcoming instructor led courses.

Confidential

Implementation Project Coordinator

  • Reviewed local exchange carrier LEC engineering database daily to track the Firm Order Commitment FOC date and other critical installation due dates.
  • Processed new, change and disconnect ISDN PRI, Centrex, Point-to-Point T1, DTS, Frame Relay, Video Teleconferencing and toll free circuit orders for DISA, Department of the Navy, FBI and FTS2001.
  • Scheduled the delivery of the hardware Router after the circuit was installed and tested by the carrier.
  • Ensure order accuracy before the hand off to the Account Service Representative ASR for engineering of the circuit.
  • Assisted the install technician, local exchange carriers and Cutover Managers with testing and actual cutover of the circuit during and after business hours.

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