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Technology and Client Services Coordinator Resume Example

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TECHNOLOGY AND CLIENT SERVICES COORDINATOR
Summary

Accomplished Technology Professional with 20 years of experience including Service Delivery and Project Management of Network Services.

Experience
06/2014 to Current
Technology and Client Services CoordinatorOneVision Resources, LLC － Boston, MA
  • Manage the trouble ticketing system
  • Maintain and nurture relationships with high net worth individuals.
  • Ensure prompt, accurate responses are provided to clients
  • Assign technicians to work tickets
  • Schedule on-site appointments to address customer technical issues
  • Assisting in developing new case management module in NetSuite
  • Chair weekly team meetings to address open issues
02/2013 to 06/2014
Service Delivery ManagerPresidio － Woburn, MA
  • Acted as customer advocate within Presidio
  • Managed contract deliverables
  • Oversaw on-boarding projects working closely with the provisioning team
  • Coordinated internal and external project kick off meetings
  • Customized and facilitate incident reviews Monitor status of Cisco SMARTnet renewals
  • Audited customer monitored inventory Review invoicing to ensure it is in line with the contract
  • Performed Quarterly Business Reviews
  • Managed and track customer escalations
06/2008 to 01/2013
VoIP Product and Project ManagerTNCII － Boston, MA
  • Contribute to the development and implementation new VoIP product line
  • Act as technical liaison to Marketing for product reference including quoting, Agent Portal and tradeshow support
  • Review and negotiate carrier and vendor contracts
  • Team with CTO and Engineering team to formulate features and design of the end product
  • Field questions from both internal and external sales parties in regards to product pricing, technical feasibility and ordering processes
  • Purchase equipment and network data connections
  • Aid in building and maintaining strong relationships with various carrier/vendor account teams including data center relationships)
  • Document escalation procedures for various vendors and carriers
  • Reconcile carrier/vendor invoices each month to ensure billed items are in line with contract pricing
  • Coordinate training for internal provisioning and sales teams
  • Coordinate installation and upgrades of network infrastructure
  • Track all network connection costs and report any changes to Finance
03/2001 to 06/2008
Senior Technical Services SpecialistTNCII － Boston, MA
  • Project managed the implementation, activation, move and upgrade of dedicated voice, data and integrated circuits (DS1, DS3, OCn, Ethernet)
  • Coordinated pre-installation account team meeting with sales, customer and vendor to verify all technical specs are accurate
  • Maintained lasting relationships with clients and external sales teams
  • Assisted with any technical questions or concerns that sales or the end user may have Escalated with the carrier when necessary for missed due dates, delays, etc.
  • Coordinated installation of the circuit(s) with customer vendor
  • Chaired the installation conference call to ensure all appropriate parties are on line and provided technical assistance when necessary
  • Assigned all applicable fees and charges to client account
  • Fielded all service issues for 24 hours after installation.
06/2000 to 03/2001
Project ManagerVerizon － Boston, MA
  • Managed numerous large-scale projects simultaneously for inter-exchange carriers.
  • Oversaw provisioning, engineering and installation of various Special Access circuits ranging from DS0 to OCn.
  • Consulted on a daily basis with other Verizon departments. Including Design, Enginereing and Installation.
01/1998 to 05/2000
Team LeaderVerizon － Boston, MA
  • Supervised dedicated circuit provisioning unit of 10-15 service representatives
  • Maintained attendance records, training records and conducted monthly service observations
  • Issued service orders for high capacity circuits for inter exchange carriers
  • Assisted to maintain ISO 9000 certification
  • Served as second level point of escalation for customers
  • Ensured and maintained customer satisfaction through extensive phone contacts on a daily basis
  • Conducted extensive follow-up with engineers and installation managers to meet customers' circuit design requests and desired due dates
  • Utilized numerous operating systems simultaneously to assist customers with questions and concerns regarding circuit design and delivery
  • Trained and coached employees on a daily basis
  • Provided coverage for Area Operations Manager when necessary
08/1995 to 12/1997
Provisioning RepresentativeVerizon － Boston, MA
  • Provisioned special access digital data and voice circuits for interexchange carriers
  • Acted as first level point of contact for customers to escalate and expedite past due service orders
  • Maintained excellent customer relations via phone contacts
  • Assisted team leader with coaching new employees
Education
1995
Bachelor of Science: Business Administration/MarketingEastern Connecticut State University － Willimantic, CT
Skills
  • Client and Vendor Relations
  • Telecommunications Networks
  • Process Development
  • Project management
  • Capacity Planning
  • Cisco Devices
  • Team Building and Coaching
  • Excellent Communication Skills
  • Contract negotiation
  • Customer Satisfaction
  • Service Delivery
  • Team Leader
  • Problem Solving
  • Time Management
  • VoIP
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Resume Overview

Companies Worked For:

  • OneVision Resources, LLC
  • Presidio
  • TNCII
  • Verizon

School Attended

  • Eastern Connecticut State University

Job Titles Held:

  • Technology and Client Services Coordinator
  • Service Delivery Manager
  • VoIP Product and Project Manager
  • Senior Technical Services Specialist
  • Project Manager
  • Team Leader
  • Provisioning Representative

Degrees

  • Bachelor of Science : Business Administration/Marketing

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