OBJECTIVE:

Seeking a challenging opportunity in Information Technology field looking to utilize my business and research analysis, operations and project management, troubleshooting and problem - solving skills to work for a progressive organization.

SKILL SUMMARY

• Executive Support
• Business Operations Management & Development
• OSS/BSS Management & Integration
• Network Operations Center & Data Center experience
• Strategic Planning & Analysis
• Web Hosting & Server Operations
• Project Management
• Business Analysis
• Data Analysis
• Business Process Improvement - Metrics Evaluation, Balanced Scorecard, Key Performance Index (KPI)
• Call Center Management
• Selenium QA Automation Testing

COMPUTER SKILLS

Operating Systems: UNIX (Solaris 2.6/2.5.1/2.7 ), Windows 95/98/NT/2000/XP/Vista/7

Software: MS Office Word/Excel/PowerPoint, Outlook; Internet Explorer, PeopleSoft, Remedy.

Networking: In depth knowledge of the internet and all related systems and networks including routers/switches.

EXPERIENCE

Confidential

SENIOR ADVISOR

Responsibilities:

• Drafted customized energy solutions presentations for different sectors of the governmental bodies to help understand the grand objectives of MIGH and how it’ll benefit the respective sectors; i.e. finance ministry, Dept of Eastern-Corridor-Economic-Development, State Government Development Authority, Ministry of Green, Ministry of Trade and Interior and others.
• Helped with feasibility study of the potential manufacturing sites for green energy products.
• Helped with designing the layout of the manufacturing, commercial, residential and energy districts of the potential land parcels ranging from 2000 - 3500 acres.
• Drafted Memorandum of Understandings (MOUs) between the Confidential, technology vendors and governmental bodies.
• Drafted Joint Venture Agreements (JVs) between the Confidential and partners contributing with technology and/or financial resources to join MIGH.
• Worked on drafting business plan detailing the liabilities and profit projections for first 5 years after the groundbreaking.
• Helped secure multiple technology partnership contracts with solar panel, wind turbine, Electrical Vehicle conversion kit and Electrical Fishing Boat manufacturers.

Confidential - Ashburn, VA

BUSINESS ANALYST

Responsibilities:

• Responsible for providing solutions to the Verizon widget development and implementation team regarding changes and enhancements of functionality features in order to make the new applications user friendly and intuitive.
• Reviewed all new customer on-boarding steps and revised progressive model of communications from the time customer places an order all the way to service activation and beyond, settling the customer in ‘MY Verizon’ internet portal for online account self servicing.
• Provided time efficient analysis and reporting on ad-hoc basic, due to comprehension of the layout of all Verizon business/operational support systems (BSS/OSS) such as Order Entry, Provisioning, Billing, Mass Customer Communication, and how they are integrated together.
• Forecasted revenue generation and churn of FiOS customers on quarterly basis. Reported weekly the total FiOS customers’ response to the upcoming price-up due to their package term completion.
• Worked with the product line management (PLM) and project management office (PMO) providing functional requirements from ‘Customer Experience’s’ perspective in developing the Specific Requirements Documents (SRD), overseeing the entire development and implementation process and providing sign off when the ‘Customer Experience’ requirements were met. Monitored user acceptance testing (UAT), and all issues arising and their solutions; projects’ first office application (FOA) during the implementation; and projects going into production along with new products hitting the market.

Confidential

SENIOR ADVISOR

Responsibilities:

• Senior advisor to the president of the Confidential to help coordinate business development, manage Confidential budget, risk assessment, and identify upcoming trends for public and private sectors in Malaysia which have the capacity and business objective to move towards Green solutions for their energy needs.
• Facilitated/conducted presentations for client and vendor Confidential CEOs/Chairmen detailing the Confidential profile, product and service overviews.
• Worked with various government agency representatives to help them identify areas in different government sectors where utility and energy costs can be reduced by switching to green energy products and still meet their capital budget limitations, along with reducing the ongoing expense budget spending.
• Participated heavily working with vendors in the International Confidential where companies from 25 countries displayed their unique renewable energy and green products.
• Managed proposal development for the Malaysian Government by working closely with the Confidential President to create a Malaysian International Green Hub (MIGH) in order to drive the Malaysian energy self sufficiency at the level of sustainability using solar and wind renewable energy technology.

Confidential, Reston, VA

PROJECT SPECIALIST

Responsibilities:

• Provided executive support to the Confidential senior Vice President and Executive Director.
• Routinely provided status and briefed the senior executive on network operations projects, network surveillance enhancement projects, and wide range of key metrics performances indicators (KPIs).
• In charge of gathering all ongoing revenue generating and service enhancement project updates and provided weekly report to all VPs and Executive Directors in the group.
• Worked on fire drills, ad-hoc projects and reports as they are delegated from the senior executives on issues ranging from creating and preparing major outage root cause analysis, customer impact, repair cost analysis, budget re-allocations, vendor payment and voucher inquiry reports and/or follow up on a DSL/FIOS order not completed for a high level business client.
• ‘Expense Reduction’ Business Requirement - identified a trend of excessive travel by employees by analyzing expense reports. Highlighted the necessity of director pre-approval of all travel requests. Created a project plan (travel request process flow, employee profile, travel info required by employee, approvers login and forgot password functionality, approver viewing page, reporting and help features). Gathered functional and specific requirements for the travel request template design, reporting functionality and approval hierarchy. Developed a ‘Travel Pre-Approval’ database in Lotus Notes and assigned permissions for all employees to easily access the travel request form. Performed all necessary User Acceptance Testing (UAT). Utilized my technical writing skills to draft technical user manual describing system functionality, step by step details to generate requests, check history, and status of requests. Served as the single point of contact for all troubleshooting and system enhancements.
• Responsible for analyzing network maintenance data and putting together a weekly change control list for National Network Services organization in which all system/server/network maintenance is proposed and authorized for overnight maintenance windows.
• ‘Employee Time Recording’ Business Requirement - Created a project plan (defining process flow, employee profile, timesheet creation requirements, approval requirements, systems to be utilized, and user reservations and recommendations). Gathered functional and specific requirements of the timesheet template. Developed ‘Timesheet’ database in Lotus Notes, conducted UAT and administered login access and approval flow of all users. Utilizing my technical writing skills, drafted a detailed user manual of all system functionalities.

PROJECT SPECIALIST / Business Analyst

• Managed and coordinated the capital and expense budget-spending forecast in the Verizon Internet Operations organization.
• ‘Expedite Vendor Payment Process’ Business Requirement - Created a project plan (voucher approval process flow, required voucher details, approval hierarchy, notification requirements, reporting functionality). Gathered functional and specific requirements for the voucher entry form and approver’s view of the voucher request template.
• Developed ‘Voucher Routing’ database in Access; designed the system; created test case scenarios; performed UAT.
• Provided necessary training to the relevant employees on how to use the system.
• Served as the single point of contact for all continued changes, enhancements and troubleshooting of the system.
• Participated in meetings with department managers regarding project capital budget spending, expense budget related issues and isolate any unnecessary spending (average annual budget around $500 million).
• Responsible for the Advanced Services Network Operations’ group’s OSS/BSS system performance reporting on behalf of the Verizon Internet Operations organization (which included detailed operational information on projects, Verizon’s performance in the industry and other information critical to the organizational success and executive management review).
• Data Analysis of Key Performance Metrics - network services and systems availability, network availability, outage count, mean time to repair, customer impact, actual number of customer count along with other information confidential to Verizon.
• Responsible for updating the executive management on all projects in critical stages with newly available information that is constantly changing.

VENDOR OPERATIONS LIAISON

Responsibilities:

• Participated in business process improvement by keeping track of key performance indicators and scorecards of service layer availability (DNS, POP3, SMTP, Radius), system availability (email, netmail, authentication, portals, OSS) network reliability (outsourced networks - Level3, UUNET).
• Held and participated in monthly, weekly and daily meetings concerning issues from network outages to process and procedure failures, network planning and infrastructure at a very high level.
• In charge of multiple ongoing projects concerning any operational issues, process and procedure refinement along with revising service level agreements (SLA) with different companies co-hosting and/or co-branding with Verizon.
• ‘Reduce Dial-up Product Churn’ Business Requirement - Utilized my business process improvement skills and helped solve dial-up product churn by keeping track of service-layer availability scorecards identifying login and authentication issues to be the cause of customer dissatisfaction. Created test accounts for real time customer experience and duplicated the issues. Escalated issues to the proper system owners to rectify the customer facing issues resulting in significantly lowering the churn and increase subscription of the dial-up product.
• Worked closely with Product Management & Capacity Management for the Dial-up product to ensure future subscription forecast, and circuit capacity related items are monitored and any issues dealt with prior to affecting the customer experience.
• Confidential was hired to test all dial-up hubs via test accounts to monitor real time customer experience. Managed and analyzed data reports on monthly basis of the Dial-up product testing platform and used data mining to ensure all system faults are identified and resolved to keep the top ranking for Verizon telecom’s dial-up product industry wide.
• Monitored churn on wire-line telephone customers and participated in devising strategies to reduce the loss.

Confidential - Chantilly, VA

CLIENT SERVICES ENGINEER

Responsibilities:

• Extensively worked on implementation of the network inventory management system (OSS) "Visionael" for an Irish telecom in Dublin Ireland.
• Installed and configured the Operational/Business Support Systems (OSS/BSS) software and write documentation and scripts on how to use the system and for demonstration purposes.

Confidential- Ashburn, VA

SERVER OPERATIONS ENGINEER II

Responsibilities:

• Utilized network tools to monitor, verify and analyze remote internal production server malfunctions for problem resolution or escalation.
• Extensively used Unix commands for determination of server operability and network visibility such as ping, traceroute, telnet, rlogin, nslookup, ssh and rsh.
• Experienced in other tools are Micromuse Netcool (monitoring/alerts), Action Request Remedy (ticketing system/documentation) & System Edge (enhanced Netcool).

Confidential, Beltsville, MD

SERVER OPERATIONS CENTER SENIOR TECH

Responsibilities:

• Monitored the Server Operations Center of Digex.
• Worked with different monitoring tools in a multiplatform environment
• As part of the Digex Server Operations Swat Team, was responsible for the monitoring, troubleshooting and support of more than 1500 client servers.

Confidential, Herndon, VA

TEAM LEADER

Responsibilities:

• Managed the busiest call center (80 technicians) around the globe, for 3COM palm pilot technical support.
• Responsible for all administrative and employee issues as they come up. Delegated tasks to shift supervisors and closely dealt with all quality assurance issues.