Motivated professional with over 20 years of telecommunications experience. Adept at working both autonomously and in team environments. Thrives under pressure in instances that demand strict adherence to deadlines and strong attention to detail. Possesses dynamic relational skills instrumental to effectively interfacing with all business stakeholders including executive-level management, staff and customers. Personable with a positive attitude and robust work ethic. Seeking a challenging and exciting new opportunity with a reputable and motivated company that will allow for continued professional development.

Telecommunications | Escalation Administration | Operations Management | Decision Making | Problem Solving | Critical Thinking | Project Management

Staff Supervision & Development | Communication | Client Service | Time Management & Organization | Documentation & Reporting | MS Office | PC Usage

          Serve in a seasonal, part-time capacity with YFU to aid international students in preparing for their respective study abroad experiences

          Offer travel assistance to students across the globe; connect each with a host family in the United States for the duration of their studies

          Direct daily departmental operations in an effort to ensure timely and productive workflows

          Guide, mentor and supervise a dynamic staff; facilitate individual and team professional development and training to encourage goal achievement

          Gained and currently utilize expertise in various departmental offerings including paint brands, types and related peripherals

          Managed services for the United States Treasury Network (TNet) and its components; coordinated projects centered upon customers, vendors, network provisioning, engineering and managed services

          Delivered circuits and equipment; and ensured compliance with federal contracts

          Achieved objectives by contributing information and managing strategic plans; prepared and completed action plans and audits to implement change

          Efficaciously prioritized and executed tasks in high-pressure environments in order to meet or exceed set goals and deadlines

          Oversaw the AT&T Government Solutions Maintenance Organization for the U.S. Department of Justice (JUTNet)

          Acted as the onsite primary network operations liaison for company; served as a steady resource for maintenance and network change matters

          Supervised a team of Component Project Managers responsible for the direct provision of AT&T customer interfacing

          Handled government escalation issues regarding controlled/managed private line, switch, voice, frame relay/ATM/AVPN and high-speed technology

          Accountable for first and second-level escalations; reported to local exchange carrier s internal and external vendors

          Monitored and regulated daily trouble reporting entries and activities; resolved bottlenecks and stagnated tickets issues

          Provided guidance and status reports to internal and external customer base for government accounts

          Managed an operations staff of 35 Communications Technicians; directly supervised 18 reports

          Guaranteed the utmost in customer satisfaction through utilizing ownership resolution tactics; yielded positive results in a high-pressure atmosphere

          Co-implemented divisional changes; developed and executed services, schedules and procedures; streamlined product deliverables and developed cost-efficient measurements to transition to a commercial base structure

          Managed a new 24/7 Call Center; included scheduling, workflow, ACD reporting and time management studies; resulted in <1% fraud to revenue

          Oversaw all support facets for a team of 18 Fraud Management Investigators; directly responsible for eight staff members within the team; appointed to supervise personnel due to a sincere interest in employees and their professional development

          Worked diligently to train/develop all staff and address concerns; continually implemented new departmental processes as needed

          Reviewed system tools and rules monthly and applied data mining techniques daily; resulted in annual averted losses of $32M+ for an ROI of over 200%

          Demonstrated exceptional customer escalation abilities; yielded on-the-spot recognition awards from management

          Wholesale Provider, Bell South Long Distance, Atlanta, GA

          Frame Relay Network Operations Specialist, Sprint, Atlanta, GA

          National Account Customer Support Representative/Call Center, Sprint, Atlanta, GA

Associate of Applied Science, Electronics Technology, DeVry Institute of Technology

Associate of Arts, Menswear Design, Fashion Institute of Technology

Seminar Completion, Leadership Development, People Express Airlines, Inc.

Class Commendation, Emerging People Manager, Bell South Long Distance

Six Sigma Training, White Level, AT&T