SUMMARY:

Primarily worked in the telecommunications industry for the 12+ years, dependable and highly responsible professional who is fully prepared for continuing high - level challenges. Complete confidence in my ability to create good working relationships, and will work hard to positively contribute to your company’s strategic goals. Able to work independently, flexible and motivated. Highly structured with exceptional precision and self-discipline. An experienced leader, well-organized, logical and analytical, intuitive, creative in problem solving and troubleshooting, with a knack for pattern recognition. A quick learner, rapidly becoming a subject matter expert in any aspect of business operations.

PROFESSIONAL EXPERIENCE:

Confidential, Herndon VA

Lead Project Coordinator

• Coordinate activities between cross-functional teams, resources, equipment and information. Creating and maintaining comprehensive project documentation, plans and reports.
• Created and tracked the site level market forecast for awarded Services and their associated milestones.
• Tracked timelines for all awarded Services compared to forecasts, adjusting the forecast accordingly ensuring milestones are met.
• Liaise with clients to identify and define project requirements, scope and objectives. Identifying and resolving roadblocks ensuring their needs are meet as the project evolves.
• Develop a daily site level project schedule and field team assignments that include materials estimates and manpower needs.
• Monitor and track project’s reporting progress to management including updating internal and external customer databases. Ensuring that identified systems, tools, databases, and the data repository are updated accurately and timely, in accordance with the Contract Documents.
• Verified accuracy of material orders before submitting and tracking delivery of materials. Escalated for order correction or when incorrect materials were received.
• Maintained inventory of all materials received and stored in warehouse. Submitted release of materials and tracked movement of materials from warehouse to the assigned Field Team member for installation.
• Mentored junior team members, providing guidance, assistance and training.
• Worked with field personnel to handle project issues as they arise. Identifying the necessary access requirements (i.e. landlords) for field teams.
• Acted as the point of contact and communicate project status adequately to all participants
• Coordinating any governance-related activities
• Ensure field teams upload the necessary daily close out documents. Send daily end of shift report to cross-functional teams

Confidential , Dulles VA

PC Support Technician

• Maintained daily/weekly communication with various internal and external teams, in support of PRI Turn-Up and Tech Ops as it relates to order management issues.
• Performed daily order entry of complex business class phone orders i.e. partial transfers, RCF, business migrations, expedites, reschedules.
• Maintain the order process flow between TWC, Customer Care, Dispatch, Field Operations, National
• Operation Center (NOC) and Competitive Local Exchange Carrier (CLEC) provider.
• Responsible for input and retrieval of information from various databases and applications.
• Assisted TWCBC Support personnel with routine PRI/SIP issues through resolution.
• Maintained ongoing data reports i.e. Go/No Go Tracking.
• Answered inbound help line request calls and interfaces with Field Groups to resolve issues.
• Participates in call and feature testing for all lines being installed.

Confidential, Reston VA

Implementation Project Manager

• Coordinated internal and external communications with customers, vendors as well as internal support groups resulting in a 99% completion rate of customer ordered services avoiding financial penalties.
• Reduced escalations by 95% by providing daily implementation updates to the customer.
• Avoided financial penalties by solving critical escalations within contractual service level agreements.
• Implemented and reported life cycle team activities guaranteeing cost and scheduling for on time delivery of customer services based on Networks Government contract.
• Assisted in the troubleshooting and resolution of layer 1,2 and 3 configuration issues.
• Managed the ordering, configuration and installation of Cisco series routers.
• Achieved a 95% completion success rate of customer service orders by coordinating and scheduling field techs, customer network operations centers and managed network solutions engineers for the installation and configuration of all associated equipment.
• Researched root causes of potential and existing problem areas; streamlined process and procedures resulting in a 15% acceleration of the service order implementation program.
• Oversaw IT compliance effectiveness for information / data protection and privacy requirements, as well as for all infrastructure and regulatory needs.
• Reported all metrics to senior level management and provided escalation as required.
• Continually evaluated IT business-related core processes for the entire operation; have a strong and thorough understanding of general business operations and requirements.
• Manage the life cycle of customers order through pre-sales, implementation, and post-implementation support.
• Served as the primary point of contact for customers, vendors and internal Confidential organizations.