EXPERIENCE:

Confidential

Construction Project Manager

Responsibilities:

• Standardized RFDS process and reduced hand offs by 30%
• Identified and Standardized hand off and workflow for Confidential Add processes.
• Identified and Standardized task assignment for all Confidential Add responsible parties including RF, Real Estate, Regulatory, Construction, and Network Operations.
• Schedule, coordinate, and complete Antenna Modification Projects
• Deploy new equipment to cell sites within a specified geographical region
• Collaborate interdepartmentally to standardize and streamline process and procedures
• Manage construction process from RTC to On Air Notification
• Update systems including: FUZE, Site Tracker, PeopleSoft, Siterra
• Provide weekly and monthly reporting to upper management with project status

Confidential

Manager, Service Fulfillment

Responsibilities:

• Develop & maintain KPIS for performance, workload, process improvement, revenue generation, customer satisfaction, and cost reduction.
• Foster, Develop, and Maintain open communication between team members and all other departments including Marketing, Sales, Billing, Support Services, Collections, Provisioning, and Network Engineering.
• Develop and Maintain quality and performance metrics for all customers across all Products including but not limited to: Hosted PBX, Integrated Voice, Broadband, Security Services, Synergy, Mako, POTs
• Act as escalation for all product and service installations as needed
• Provides guidance to staff to ensure the appropriate handling of customer complaints of all kinds to ensure satisfactory resolution.
• Responds to all escalation challenges by pulling in the appropriate personnel resources
• Develop escalation procedures to report networking and IP issues
• Provide remote (and occasional on - site) service installation management for all Confidential customers.
• Establish & Communicate performance standards & objectives.
• Manage & Develop team members to be able to effectively plan, organize, and lead through continual coaching & feedback on performance.
• Conduct weekly supervisor meetings to review individual statistics & follow up on problem employees.
• Carry out additional management responsibilities in accordance with the organization’s policies and applicable laws including interviewing, hiring, planning, assigning, and directing work; appraising performance; motivating and rewarding employees; disciplining employees; addressing complaints, resolving problems and terminating where appropriate

Supervisor, Deployment & Professional Services

Confidential

Responsibilities:

• Reduced the average SLA for VoIP orders by 30 business days
• Streamlined the VoIP Installation process by developing best practices and Created & Developed the Deployment team from the ground up
• Reduced department spending by 35%
• Identified, Created, and Developed the ordering system for VoIP services
• Reduced the average SLA for Confidential order types by 15 business days.
• Reduced the average SLA for VoIP orders by 30 business days
• Assist in the creation of department goals & objectives.
• Develop policies & procedures to achieve department & corporate goals
• Develop and Maintain quality and performance metrics for all customers across all Products including but not limited to: Hosted PBX, Integrated Voice, Broadband, Security Services, Synergy, Mako, POTs
• Foster, Develop, and Maintain open communication between Prof Services Team
• Establish & Communicate performance standards & objectives.
• Manage & Develop Professional Services Team members to be able to effectively plan, organize, and lead through continual coaching & feedback on performance.
• Conduct weekly supervisor meetings to review individual statistics & follow up on problem employees.
• Carry out additional supervisory responsibilities in accordance with the organization’s policies and applicable laws including interviewing, hiring, planning, assigning, and directing work; appraising performance; motivating and rewarding employees; disciplining employees; addressing complaints, resolving problems and terminating where appropriate
• Provide back up to all Professional Services Supervisors & team members as needed
• Act as escalation for all Professional Services Supervisors & Technicians as needed
• Provides guidance to management staff to ensure the appropriate handling of customer complaints of all kinds to ensure satisfactory resolution.
• In Seat Support Queue: Answer incoming sales calls related to various Confidential products & services
• Responds to all escalation challenges by pulling in the appropriate personnel resources
• Utilize escalation procedures to report networking and IP issues to the next trouble-shooting tier.
• Provide remote (and occasional on-site) service installation management for all Confidential customers.
• Updating documentation as needed

Deployment Coordinator

Confidential

Responsibilities:

• Schedule deployment related dispatches with appropriate support providers
• Escalates as necessary to senior management of our support provider to address any missed appointment or when it is determine the assigned technician is not competent to complete the installation or is not representing the company in a professional manner.
• Manage the ordering & installation of various Professional Services for SMB customers including but not limited to: POTs, Cabling, Broadband, SBC/POE, Calling, Security, Pagelink, & Synergy
• Provides remote (and occasional on-site) service installation management for all Confidential Telecom VoIP customers.
• Manage the installation and configuration of Customer Premise Equipment for VoIP and WAN connectivity to customers LAN.
• Responds to all installation challenges by pulling in the appropriate technical resources while our installation partner is on site to correct any challenge preventing successful installation.
• Work closely with various internal teams to understand & implement requests
• Know & follow the Circuit Acceptance process
• Work within a queue at a high rate of speed while building quality relationships with said technicians.
• Coordinate multiple deployment activities across multiple accounts concurrently
• Complete VoIP Services Verification Test procedures to ensure customer satisfaction.
• Utilize internal systems to process trouble tickets with external carriers and internal resources.
• Apply logical troubleshooting procedures to network services including logical fault isolation on network equip, Confidential circuitry, CPE, customer wiring, and customer hardware and software applications.
• Perform basic to complex installations as related to Voice, Data, and Transport to support all of Confidential products and access types for both core and wholesale relationships (this includes Internet circuits, Integrated Voice/Data T1s, MPLS, SIP, Cable, DSL, Fixed Wireless, services devices and switches).
• Provides internal test & turn up for “coordinated” circuit installs.
• Provide Self Service Response by working a queue answering incoming customers calls related to various self-installation issues.
• Perform Confidential type updates/changes within the BroadSoft Platform
• Provide In Seat Support for on-site sales associates

Confidential

Transport Engineer

Responsibilities:

• Development of reliable designs ranging from DS1's, OC-Ns to Ethernet Services, and corresponding transport equipment engineering, procurement, implementation.
• ASR ordering process or general transport vendor ordering processes/systems.
• XNG Database/ Transport engineering modeling and corresponding design in database environment (Maintains accurate circuit inventory in XNG environment).
• Maintain and populate changes to facilities into the Xng database as network changes are implemented.
• Create & manage work order process and other aspect of Xng.
• Work closely with Cell Implementation and Operations in meeting the regions key objectives for new cell sites and capacity requirements.
• Ensure compliance with all Confidential standards and practices.
• Provide complete equipment specifications for Network projects as defined by network deployment plans.
• Effectively manage vendors and consultants.
• Work with vendors to obtain quotes, negotiate pricing, and ensure their products and services meet Confidential requirements.
• Monitors EBH performance via internal tools, works with internal and external teams to ensure optimum performance.
• Prepares job aids and tools that document internal methods and procedures.
• Perform job duties and completes tasks per department's expectations and goals

Programmer

Confidential

Responsibilities:

• LSR management: Projects, Daily Reports, orders processing, etc.
• ASR management: Key ASR requests for tandem additions & augments as well as monitor traffic flow
• Process management: Review and/or create new processes/procedure in order to streamline processes/timelines etc.
• Escalations & Expedites.
• Work with Engineering to develop & distribute training for MetaSwitch with regards to new & existing products.
• Manage all CSR & LSR port out requests.
• Manage all access & passwords for the various Confidential systems.
• Provide training to new & existing employees as well as departmental cross training.
• Assist with management and distribution of work load for Implementation technicians, dispatch, switch technicians, customer care, & field services.
• On Call Tech Support