To obtain A Management position as a Network Force Load Analyst in Network Operations. Excellent organizational and problem solving abilities Outstanding written and verbal communication skills Twelve plus years of experience in customer service. Effectively participate in monthly team meetings. Proven flexibility, trained on numerous accounts support by DMSC Ability to prioritize workload/projects and handle multiple demands simultaneously. Solid understanding of ACD, PBX, Centrex, VOIP, Business Direct, Voicemail, Circuits, POTS line, GPS, AOTS, Vista and ESS operating systems.
Microsoft Word, PowerPoint, and Excel
ABS AT&T － Detroit, MI
Customer Operation Specialist June 2000 to CurrentAlly Financial
Proactively respond to major outage repair tickets.
Act as a single point of contact for the customer, Life Cycle Management team, ATT Network, and 3rd party Vendor.
Engage each party via conference calls, email or company Q Team Link Massagers to successful identify problem, trouble shoot all pieces of equipment/telephone lines and or circuits impacting the stated trouble, coordinate a dispatch and manage ticket until the issue is resolved.
Once problem has been resolved, a follow up with the customer is done to confirm issue is resolved and, collaborate with the LCM team and outside vendor to define the root cause of the trouble.
Open, dispatch, maintain and ensure all Move, Add, Change or Disconnect and repair work orders are closed and completed within timeframe specified by contract.
Consistently achieve close order loop process at a high volume of 98% or greater ensuring all service orders are closed according to the contractual Service Level Agreement, preventing customer escalations.
Input tech start and stop time from service or incident request for payroll purposes.
Run weekly reports to analyze and provide feedback regarding open and overdue service orders and repair ticket ensuring that the helpdesk is in compliance with Business Practice Standards, such as it complies with the customer service level agreement.
Order parts necessary for completion of Move, Add, or Change and repair request, manage and assist in the development of the helpdesk customers and product script.
Central point of contact on Move, add change, disconnect and incident request supporting multiple fortune 500 customers (GM, Ally Financial) as a subject matter expert regarding PBX,ACD, Centrex, VOIP Voicemail, Circuits or POTS line, functioning through GPS, AOTS, Vista or ESS operating systems through.
Assist in sustaining order writing efforts within the department by developing and coaching helpdesk peers on account specific processes and procedures with clear, concise communication to ensure their understanding of both internal and external customers needs General Motors Helpdesk Provide status of orders and track through order completion.
Process new adds moves and changes for General Motors Provide switch management for the various PBX and Centrex service platforms Manage and escalate all work orders that are in jeopardy of missing due date.
Trained new hires on processing adds, moves and changes/ Supported Senior Software Technician to restore all troubles issues internally on scheduled orders for completion Exceed all performance and attendance metrics quarterly.
Network Administrator October 2001 to May 2002SBC － Southfield, MI
Provided technical support to work groups within SBC Ameritech in the handling of service order processing problems related to assignment of network elements.
Provide wide array of communications services including local telephone and data services, directories and Asymmetric Digital Subscriber Line (ADSL) and dial up internet access to customer Provisioned ADSL orders for line share customers and configured customers into the Redback Router.
Updated customers ADSL orders with proper speeds via the Remedy database.
Opened trouble tickets with the Local Operation Center.
Utilized Alcatel workstation and Remedy databases.
Project Administrator March 2001 to October 2001Positioned SBC Advanced Solutions Incorporated
premier ADSL provider of choice.
Handled inbound/outbound telephone contacts with customers regarding ADSL service.
Updated customer information to correct errors via Remedy database.
Coordinated the installation and maintenance of ADSL Service with Industry Markets, Internal Work Force, Local Operations Center, Sales Channel, Team Data and Emerging Product Center Resolved discrepancies on service order request that provided accurate and on-time service.
Positioned SBC Advanced Solutions incorporated as the premier ADSL provider of choice Adhered to established safety practices and procedures.
Associate DegreeHighland Park Community School
High School DiplomaHighland Park High School － Highland, MI
Completed Six Sigma White Belt Training
Completed Six Sigma Yellow Belt Training
ACD, premier, ADSL, Asymmetric Digital Subscriber Line, Central point of contact, coaching, concise, customer service, databases, database, email, Financial, GPS, internet access, Excel, Outlook, PowerPoint, 98, Microsoft Word, ESS, Network, operating systems, payroll, PBX, processes, Router, safety, Sales, script, Six Sigma, Service Level Agreement, switch, technical support, Technician, telephone, Vista, VOIP