Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Summary
Accomplished Technology Professional with 20 years of experience including Service Delivery and Project Management of Network Services.
Education
Eastern Connecticut State University Willimantic, CT Expected in 1995 – – Bachelor of Science : Business Administration/Marketing - :
Experience
Epic Games - Technology and Client Services Coordinator
Ny, NY, 05/2014 - Current
Ny, NY, 05/2014 - Current
- 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
Doane University - Service Delivery Manager
Lincoln, NE, 01/2013 - 05/2014
Lincoln, NE, 01/2013 - 05/2014
- 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
Jabil Circuit - VoIP Product and Project Manager
Austin, TX, 05/2008 - 2013
Austin, TX, 05/2008 - 2013
- 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
Behavior Health Network - Senior Technical Services Specialist
Holyoke, MA, 02/2001 - 05/2008
Holyoke, MA, 02/2001 - 05/2008
- 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.
Verizon - Project Manager
City, STATE, 05/2000 - 02/2001
City, STATE, 05/2000 - 02/2001
- 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.
Verizon - Team Leader
City, STATE, 1998 - 04/2000
City, STATE, 1998 - 04/2000
- 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
Verizon - Provisioning Representative
City, STATE, 07/1995 - 11/1997
City, STATE, 07/1995 - 11/1997
- 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
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
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
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