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Delivery Project Manager / Service Level Manager Resume

5.00 Rating

Atlanta, GA

SUMMARY:

  • Telecommunications Professional with a combination of (14) years of MPLS network infrastructure support, service implementation and project/vendor management. In quest for an opportunity where quality of service, customer satisfaction and the bottom line is the mutual goal.
  • ITIL Methodology; Key Performance Indicator Analysis (KPI); Service Level Agreements (SLAs), Voice and Data Network Management; Root Cause Analysis, CLEC and ILEC Management, Project Service Delivery Management; Backbone Infrastructure Provisioning; Circuit Implementation/Provisioning; Wholesale divisions

TECHNICAL SUMMARY:

Network Router Platform: Cisco ASR 1000/7200/3900/3800/2900/2800/1800 Series Routers

Operating System: Windows 2003/2007/2008 Server; Windows XP Professional, Microsoft 2010

Networking Protocols: TCP/IP, Cisco Optimized Edge Routing (OER), Ethernet, VPN, IPSECRouting Protocols BGP, OSPF, OSPF PE - CE (MPLS) Routing, EIGRP, EIGRP PE-CE Routing, GRP, EIGRP PE-CE (MPLS) Routing, VRF

Software: Network Analyzer 6, Cisco Access Control Server 4.2; Netcool, ProComm, Remedy; CLARIFY; AT&T Provisioning Tools; Global Port Management, GSM, Envision, Nodes; MS SUITES

Wide Area Network: MPLS Frame Mode, MPLS-VPN, PPP, Frame-Relay, ADSL, Cable; EthernetFrame Relay, ATM

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Delivery Project Manager / Service Level Manager

Responsibilities:

  • Coordinated all aspects of projects and served as project manager between clients, systems, line management and other departments.
  • Developed with other IT Teams in the development of the forecast of current available infrastructure to ensure optimal system performance and maximize infrastructure utilization for the customers
  • Participated in weekly or monthly reviews with other members of the Customer’s Account Team to forecast current available infrastructure to ensure optimal system performance and maximize infrastructure utilization for the customers current platform to improve their performance levels and capacity management options.
  • Performed as the single point of contact (SPOC) for Diamond Complex North American customers.
  • Daily submission of circuit orders T1; Ethernet; Metro Ethernet; OPT E WAN; DS3; Sonet; ISDN; PRI/BRI orders with the contractual carriers.
  • Responsible for the ordering, delivery and installation of network equipment: CPE, CSU, CISCO ROUTERS/ CISCO CATALYST SWITCHES, WIRELESS NETWORK Infrastructure
  • Experienced of ILEC/CLEC Inter-company operations and procedures, MSA processes and requirements
  • Proficient of service orders, facility orders, cross-connects, diversity studies, FOC, CFA, DLR and ASRs
  • Responsible the migration IT Infrastructure end to end without a loss of service during scheduled planned cut-overs
  • Developed detailed work plans, schedules, resource plans, and status reports in Microsoft Access
  • Interfaced with customers thru completion of test and turn up.

Confidential, Atlanta, GA

Network Support Engineer

Responsibilities:

  • Served on the 24/7 SPOC to manage and troubleshoot WAN leased line telecommunication networks on a MPLS VPN platform for large scale customers in 260 countries
  • Troubleshooting duties included but not limited to isolating circuit faults via remote digital loop back test at test points(CO, LSO etc), Telco alarms, packet loss and latency issues on the customers backbone with major carriers ((BellSouth, Qwest, Verizon, MCI, AT&T, Level3, Pacific Bell, etc.) as a major wholesale client
  • Assisted on installations and outages when required performing minimum actions: Cisco Optimized Edge Routing (OER), Ethernet, Metro Ethernet; assisted with isolating faults involving routing protocols; BGP, MP-BGP, OSPF, OSPF PE-CE (MPLS) Routing, EIGRP, EIGRP
  • Dispatched field technicians to customer premises; installed preconfigured Cisco Routers series 26xx to 75xx, Catalyst Switches, as well as installed and configured external CSU/DSU’s.
  • Managed service tickets from inception to completion as well as driving carrier escalations to ensure timely resolutions and connectivity restoral according to service level agreements (SLA)
  • Ensured internal and external customers, vendors, and executives were completed updated on the status of any open fault tickets
  • Prepared root cause analysis (RCA) on fault issues that exceeded the SLA
  • Delegated as 1st shift team lead managing a team of 20 colleagues delegated faults, managed fault quest for proper process and procedures; served as first level escalation
  • Monitored Business Services from capacity-related incidents and service downtime and identify performance bottlenecks across systems, networks

Process Reporting Analyst

Confidential

Responsibilities:

  • Structured and maintained the Global Customer Service Center's, Key Performance Indicators (KPI) and furnished results weekly to management for the improvement of customer service and cost effectiveness.
  • Instrumental in adjusting the MTTR (Mean Time to Repair) goals of closed cases for the North American Global Customer Service Center, which resulted in reduced business costs.
  • Identified areas in need of improvement of level one and two technical support staff, and produced reports to responsible management teams for training.
  • Measured the current policies and procedures of identified low performing metrics and recommended solutions for training.
  • Communicated system faults and data integrity matters to Computer Programmers responsible for the Global Customer Service Center’s client databases and troubleshooting tools, for the Network Operations Center and the Customer Technical Support Helpdesk; supported testing of modified applications and database improvements.
  • Accomplished multiple assignments, activities and training projects simultaneously with daily duties as a NOC Engineer.

Confidential

Technical Support Analyst

Responsibilities:

  • The joyful initial contact for all technical support needs; provided support of standard end user apps, computers, printers, laptops; responsible for troubleshooting and correcting hardware and software general complaints.
  • Worked closely with business partners to understand their technologies, procedures and operations. Recognized internal and external customer’s issues to quickly pursue a firm resolution.
  • Dispatched trouble reports and service orders promptly to the appropriate outside installation or repair teams accordingly. Monitored and provide customer status per SLA agreements.
  • Also negotiated dates, times and access arrangements when necessary with resolving customer order fallout and trouble reports
  • On-call rotation both during traditional and non-traditional hours as required

Confidential

Post-Closing Auditor

Responsibilities:

  • Accountable for auditing the executed closed loan packages received from title to confirm they meet policies and procedures as wells as Agency requirements.
  • In control of the collection and archiving of critical documentation prepared or required for an accurate document of loan settlement
  • Documented all errors found for additional post - closing department staff for compliance review.
  • Supported the Data Entry Specialist assisting in daily tasks as needed as well as serving as the primary back up.
  • Created and provided monthly insurance reporting and reconciling.
  • Served as back up to other members of the department in their absence.
  • Performed specific projects as assigned.
  • Addressed customer inquiries.

Confidential

Quality Assurance Auditor

Responsibilities:

  • Assessed statistically valid sample of loan/grant packages submitted by Loan Originator and Loan Specialist to assess borrower eligibility and risk in accordance with established parameters.
  • Evaluated and take corrective action when necessary with regard to loan procedures and processes.
  • Consult with Director Lending Services and lending staff on better operational procedures to improve overall efficiency of Loan Processing, Underwriting, Loan Closings and Loan Sales.
  • Coordinated monthly or weekly meetings on lending process improvements with Director Lending Services and discussed findings and trends
  • Maintained a thorough knowledge of various loan programs offered by NLS, a thorough and complete knowledge of lending industry standards for borrower and collateral qualifications and regulatory requirements for credit management.
  • Tracked all activity during the loan process and communicate to the appropriate parties in a timely manner any issue that could delay a Lending decision or Closing.
  • Balanced risk assessment and strategic mission as part of the review of each loan.
  • Ensured the integrity input data
  • Established and maintain monthly procedures to check accuracy of loan.
  • Investigated and determine cause of incorrect work entries; consult and advise Director Lending Services as to corrective measures needed.
  • Functioned as information source for Loan Processors, Loan Originators, Underwriters and Loan Closers as needed.

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