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Professional Profile
Experienced AT&T Mobility' product management analyst with extensive tenure in managing the development of
incubated products throughout product life cycle. Focus in managing, planning, implementation and testing products
from incubation to national launch by teaming up with developers and project managers to ensure that new products
meet and exceed all necessary requirements before launch. Involves validating processes, methods and procedures by
tracking, troubleshooting and monitoring trending issues pertaining to the new product. Act as a Subject Matter Expert
(SME) and escalation point for each incubated product as it transitions to the rest of the company. Highly motivated
individual, strong leadership, communication and interpersonal skills with overall experience in analytical, technical
support, product management, project management support and M&P. My goal is to secure a position in Project
Management, Product Management, Network Operations, IT Support or E-Commerce under any technology,
telecommunication or related organization
Qualifications
Microsoft Word, Excel, Access, PowerPoint &
Testing and quality performance for applications Outlook
Excellent oral and written communication skills Windows 7, 2000, Vista & XP
Knowledge of Ecommerce and Website Software and Hardware installations
development Adobe Photoshop, Visual Basic, Dreamweaver,
Ability to work in a fast-paced environment HTML & MS Publisher
Strong communication skills
Networked applications
Mobile application development
HTML
CSS
Leadership
Cyber Security
Cherwell, Jasper, CRM
TORCH/SNOOPER
ScampWeb, PEARS
METCALF, DLC, INTEROP
RMAP, GEOLinks, SOA
MFORMATION
GEARS
Relevant Experience
SIX SIGMA: GREEN BELT CERTIFICATION
ADVANCED TECHNICAL SUPPORT CERTIFICATION
CYBER SECURITY CERTIFICATION
Experience
IT OPERATIONS ANALYST, 2017 to Wolters Kluwer – Stamford, CT,
Conduct trouble shooting and analysis of IT & amp; Network related incidents based on knowledge of IT Systems and personal knowledge of B/OSS systems Including network protocols and terminology (GSM, GPRS, UMTS and LTE).
Develop post resolution notes and knowledge base articles to aid in future troubleshooting and information building and perform pro-active trend analysis of incidents to identify common root causes.
Communicates and escalates network centric issues to Vendors and network SME’s, make recommendations for system improvement or redesign
Maintain end–to-end understanding of existing technologies and services including (MSC, SGSN, GGSN, SMSC, and MMSC) and their use within the business, IT and Network.
Tracks, co-ordinates and manages change requests through the Life-cycle and perform SLA and OLA analysis of operational data and build proactive models Customer Experience Management.
Record accurate and actionable information within incidents to facilitate analysis and record keeping
Executed functionality and feature development both within current application framework and on next-generation frameworks.
Tested features across various browsers.
Applied best practices of software development while staying abreast of advances in the practice.
Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support.
Sr. PRODUCT ANALYST, 10/2009 to Current Salesforce.Com, Inc. – Indianapolis, IN,
Diagnose and provide path to resolve data service inquiries related to GPRS/EDGE/UMTS/4G HSPA/LTE
MMS/SMS Diagnose and provide path to resolve devices issues such as Microcell, Hotspot, Laptops, Androids &
Windows mobiles, iPhones & etc.
Responsible for diagnosing and completing analysis to identify issues, root causes and provide resolutions.
Managing, testing, Planning, & Implementation of new products from incubation to national launch.
Troubleshoot network and underlying protocols, network traces, VM, general RF, switch operations, call routing
and voice services.
Perform troubleshooting and resolutions for switch & provisioning issues, advanced data issues, network failures
and service degradations.
Track products, services and network trends to help identify alternative solutions for technical escalations.
Resolve all Tier III technical support escalations from Care, Tier I, Tier II, Business care, CDS and technical
support teams.
Partner with the network teams and OEMs for continuous updates and pending resolutions for products, services,
network related concerns, outages and scheduled updates.
Utilize multiple systems and tools to assist in diagnosing and resolving issues as well as prioritizing and managing
multiple tasks
Track products and identify any trends to help in resolving issues.
Interface with team management, project managers, side developers, vendors, internal and external partners to
ensure new product development is handled accurately.
Acts as SME for special projects related to LTE Launch, WHP, Microcell, AT&T Messages and Video
applications etc.
Delivers remote technical support for all types of devices including issues identification, research and steps to resolving issues Resolve assigned trouble tickets, prioritize & escalate as needed.
As a Special project SMEs responsible for technical evaluations, testing all related issues, recommend ideas and
process for new applications & new product or operational changes to prevent issues from reoccurring.
Technical Support Analyst, 10/2006 to 03/2009 Outfront Media Inc – Kansas City, MO,
Troubleshoot and resolve customer impacting issues such as voice, data, network elements, connectivity issues,
devices, applications, provisioning and billing.
Troubleshoot all software and hardware issues.
Engage Tier III support, Network and IT to identify, address & resolve network and application issues.
Provide customers with detailed information on how to set up and configure data and voice products.
Help meet and exceed customer needs and expectations.
Demonstrate company policies, procedures and overall operating systems to ensure efficient, accurate customer
interaction.
Troubleshoot and answer technical support questions via telephone, email and other channels.
Help Desk Assistance, 01/2003 to 02/2005 LINCOLN UNIVERSITY' OFFICE OF INFORMATION TECHNO – City, STATE,
Perform Hardware and Software installation and maintain record of daily data communication transaction.
Resolves all hardware & software operation issues & installations.
Conduct computer diagnostics to investigate and resolve issues
File monitoring, email support and equipment setup for users.
System support for end users, software applications and oversee daily performance of computer systems.
Perform routine maintenance operation and provided general help desk assistance such as preparing equipment
for daily operations, obtaining, loading and unloading devices.
Data management for servers, workstations, platforms and maintain records of daily data communication
transactions.
Professional Student Recruiter, 05/2002 to 02/2005 LINCOLN UNIVERSITY – City, STATE,
Promote activities & the distribution of information pertaining to college programs leading to the recruitment of
prospect students.
Analyze and prepare reports, compile data of recruitment activities and monitor the effectiveness of results to
generate reports.
Implement methods & procedures to help attract & retain students.
Traveled nationally, develop plans and implement special events to increase awareness of the College and its
programs.
Conduct research related to student demographics & educational trends to attract students from various regions.
Design and distribute a variety of college publications to include brochures, recruiting literature, initiate program
website design updates and other promotional materials.
Make recommendations to the Manager of Recruitment regarding programs and activities promoting student
enrollment.
Education
MBA: , Expected in University of Phoenix - St Louis, MO GPA: E-COMMERCE / E-BUSINESS
BACHELOR OF SCIENCE: INFORMATION SYSTEMS, Expected in Lincoln University of Missouri - Jefferson City, MO GPA: INFORMATION SYSTEMS
Skills
Dreamweaver, Adobe Photoshop, analytical skills, billing, brochures, Excellent oral, Hardware, data analysis, Data management, MMS, E-COMMERCE, Ecommerce, E-BUSINESS, EDGE, email, special events, fast, GPRS, help desk, HTML, Laptops, Managing, Access, Excel, Outlook, PowerPoint, MS Publisher, Windows 7, Windows, 2000, Microsoft Word, Network, new product development, operating systems, policies, Process Improvement, promotional materials, protocols, publications, quality, maintain records, Recruitment, recruiting, research, routing, servers, Six Sigma, SMS, Software installation, switch, team management, technical support, technical
support, telephone, Troubleshoot, Troubleshooting, UMTS, Video, Vista, Visual Basic, VM, website design, Website, written communication skills
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