Project Manager Customer Service

CLIFFORD A. MILLER

984-***-**** · adw14v@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/clifford-miller-9436b215/

PROJECT MANAGER / TELECOM AUDIT / PROCUREMENT

‘I have focused on finance and compliance objectives by implementing and managing controls, ensuring continuity of operations and accountability between pre-sales, deployment, finance / accounting and our telecom vendors

CISA ISACA Certified Information Systems Auditor certification number: 14113541

Dedicated and thorough Project Manager with 15 + years of experience in Telecom expense management, finance auditing and deployment of large-scale telecommunications initiatives. Well versed in the maintenance and support of network security systems, including follow-up and quality assurance. Successful track record of identifying sales and billing errors to recover significant revenues and proven ability to manage large-scale projects and achieve fixed objectives.

Areas of Expertise:

· Telecom Dispute Resolution · Audit & Analysis · Project Management · Access / SQL queries

Excel V-lookups / Pivot table analysis / If – Then / Index ( Telecom Provisioning (MACD’s)

Contract Negotiations & Compliance SAAS Managed Services Facilitation / Training

Experience with numerous telecom portals & billing systems Tangoe TEM

CISA - Certified Information System Auditor SDLC PM Methodologies

PROFESSIONAL EXPERIENCE

PEARSON EDUCATION / US TECH – Remote position from home April 2021 – April 2022

Telecom Project Manager

Responsible for placing DID / DDI orders with their vendor Pure IP for Pearson’s remote office, data centers and learning centers including port orders.

· Maintained a detailed spreadsheet keeping and following up on all orders.

· Ran a monthly VLOOKUP By comparing the ticket system output with our order tracker to ensure we

captured all orders and that the order statuses matched and submitted findings to my Manager

· Followed up on DID, number port orders and telecom orders with their primary vendor Expereo

· Utilized their TEM system NTT Data to pull invoices, EDI and inventory reports.

BECKTON DICKINSON / EXPERIS, Durham, NC February 2020 – January 2021

Telecom Specialist

Responsible for working and seeding invoices for their TEM Tangoe / Calero

· Responsible for seeding new accounts for domestic US / Canadian invoices

· Investigated new billing to ensure the pricing (MRC) services ordered matched our signed SOF

· Investigated and researched billing errors through the use of pivot and VLOOKUP tables and used

If/then commands to flag discrepancies based on a 5% variance.

· Pulled Tangoe inventory reports monthly and reviewed to ensure accuracy

· Worked at maintaining a positive relationship with our Telecom vendors and account Managers.

VERIZON BUSINESS / DYSIS, Cary, NC August 2019 – February 2020

Responsible for the migration of XO circuits to the Verizon network. For T1 PRI voice and data circuits.

Network Project Manager

Support Verizon Credo through adherence to company policies, processes and practices Execute & maintain project management processes in the areas of project schedule, quality, communications, risk/issue, escalation and change management Provide project support under the guidance of the Lead PM for 2-3 Medium/Large projects, Tower lead AND provide independent PM support for Small/Medium projects Develop and maintain project schedules and calendars with the input from client and project team Track and manage tasks assigned to the internal teams to meet client deliverables while distributing regular status reports to stakeholders Act as primary customer interface by facilitating team meetings to include providing meeting minutes, and action items Build strong communication channels with client and internal departments such as Sales, Solutions & Service with the ability to provide custom reporting, monthly dashboards, schedule integration and metrics/SPI management

BUILDING MATERIALS CORP/ PINPOINT RESOURCE GROUP, Raleigh, NC May 2018 – June 2019

Responsible for the maintenance and updating of BMC’s master inventory. Look for redundant and overpriced services and make recommendations on replacing legacy circuits.

Telecommunications Project Manager

Identified $130K in excessive billing from our primary MPLS provider in the first 3 months due to incorrect contract recurring charges in addition to carrier start bill dates prior to acceptance.

Identified an additional $250K to date in excessive billing through ongoing carrier bill audits.

Reported my findings monthly with Excel pivot tables, V-lookups and graphs.

Created and implemented management by exception methodologies to capture billing anomalies monthly.

Worked with our Engineer to port TN’s by creating LOA’s from legacy POTS / PRI to our newly deployed private line MPLS and Internet SIP trunks.

Attended test and turn up calls with our carrier ensuring test calls were made and data circuits were passing traffic so that the legacy Level 3 circuit could be submitted for disconnect.

Worked with our Telecom carriers as needed to procure quotes, submit MACD’s (move, add, change, disconnects) and manage billing disputes which I logged and tracked through resolution.

Maintained an order tracker reviewed by C level Managers.

PRELUDE SOLUTIONS Durham, NC June 2017 – January 31, 2018

Responsible for the provisioning of MPLS, cable, and phone lines at new and existing donor centers.

Deployment Project Manager

Ordering voice and data services from carriers, including but not limited to POTS service, cable internet, DSL, MPLS, VoIP, cellular voice. Disconnecting services as needed.

Finding any incorrect vendor billing.

Submitting requests to vendors for corrections and credits

Follow up to confirm corrections are made and credits are issued

Track all telecommunications expense and provide reports to client management.

Receive and process break fix requests by email, phone and our HP SM ticketing system for dispatching our carriers or our inside wiring company.

Follow up with carriers to receive status updates and RFO’s in addition to tracking completion of our inside wiring repairs.

FRONTIER COMMUNICATIONS Durham, NC February 2016 – June 2017

Responsible for the ordering of Special, Ethernet and Switched Access Service requests for the Interexchange CLEC (Competitive Local Exchange Carrier) and Wireless Carriers in our operating territories.

Administrator / Customer Service

Receive ASR (access service request - industry developed forms used to order service between telephone companies) from IXC carriers.

Review all Access Service Requests for comprehensiveness

Determine if the information is correct, complete, and accurately describes what the customer is ordering by validating required data fields using industry standard guidelines (i.e. NC/NCI decoder, NPA-NXX, CLLI code lookup tools validating serving wire centers and CFA assignments)

Issue orders in appropriate provisioning system (DPI, CABS, Metasolv)

Provide customers with updates on order status and resolve questions or issues

Coordinate the escalation of orders.

Manage my work queue and follow up on all orders in clarification or with jeopardy status codes through issue resolution or cancelation.

Work projects requested by managers, such as audits, tracking reports, tariff/billing conversions and corrective orders.

KERING (INDEPENDENT CONTRACTOR) Secaucus, NJ April 2015 – July 2015

3-month assignment to review existing telecom billing and determine high level strategies for managing inventory, consolidating services and implementing cost reduction methodologies.

Telecom Consultant

Identified 75K in monthly telecom savings eliminating redundant services and re-negotiating VoIP services with more competitive rates.

Conducted vendor risk assessments / analysis of their current telecom carriers.

Facilitated the conversion of all vendor invoices to e- billing format.

Created pivot table templates to verify and expedite monthly invoices for AP

Worked with carriers to migrate orphaned services to the correct accounts and created new accounts as necessary segregating voice and data services.

Assessed their overall telecom spend and provided recommendations for inventory consolidation

Linked budget codes to location ID’s with pivot data hierarchy.

Created RFP for proposed mobile carrier.

Created risk analysis template for analog line disconnects requests.

Presented my findings to the CIO with PowerPoint and detailed report deliverables.

LEVEL 3 COMMUNICATIONS, (CONTRACTOR) Broomfield, CO August 2013 to February 2015

Tier 1 Worldwide Telecommunications carrier located near Denver CO for a one-year contract position.

Business Analyst

Performed exception management within the Margin Operations team by analyzing invoices from vendors and researching correlating products within Level 3’s various inventory and billing systems and then matching to revenue.

Research and analysis across multiple revenue, inventory, ordering and cost systems.

Recovered significant stranded revenues by analyzing circuit migrations and hot cuts.

Identified vendor circuit disputes and escalated with the Telecom carrier.

Access the front end and back end of various billing/financial systems for data mining purposes for exception analysis.

Helped Implement “management by exception” methodologies to flag billing anomalies and service orders for investigation.

SILVERSKY/PERIMETER INTERNETWORKING, Milford, CT April 2004 to March 2013

Managed network security provider for small to medium-sized financial institutions, with staff of 300.

Telecom Expense / Procurement Analyst July 2007 to March 2013

Key contributor within the newly created finance department, specializing in the management of crucial projects. Reviewed sales contracts and addendums to identify miscalculations, hidden and missing costs on contracts. Appraised and organized neglected telecom billing, including addressing open disputes with carriers equaling over $1M in back billing.

Recovered up to $1.5M in the first year by weeding addendums for sales inaccuracies and monitoring deployment for timely and accurate billing.

Streamlined the addendum and pre-sales quoting processes for efficiency and error reduction.

Accounted for infrastructure cost savings of $900K in 2010, as well as additional cost-saving efforts within pre-sales and deployment.

Coordinated vendor risk assessments for all carriers and providers > $10K monthly spend

Assisted Engineering with change management coordination relating to our backhaul.

Consolidated numerous Cisco Smartnet contracts for ease of management by negotiating a blanket renewal pro-rating all subsequent device additions with our vendor.

Tracked usage on shared backhauls & consolidated or eliminated redundant telecom services.

Worked with numerous major telecom portals & billing platforms including ATT BD, Verizon Business, Level 3, Windstream, TW Telecom, V-com and Granite.

Sales Engineer/Deployment Telco Project Manager July 2006 to July 2007

Performed in a hybrid capacity between pre-sales and deployment, explaining gateway managed services and connectivity options to RVPs, Technical Account Managers and their prospective customers. Assessed hardware requirements and created quotes on 3rd-party hardware and circuitry, made the associated proposals and addendums for those opportunities and performed quality assurance to ensure correct mark-ups.

Assisted with special projects, including creating the data business rules and workflow requirements for new automated proposal system.

Provided mentorship and training to Deployment Project Managers deploying service contracts, new and existing Sales Engineers on understanding typology and worked with Deployment in provisioning contracts and circuits.

Received company brain award for resolving connectivity issues on a jeopardized account.

Deployment Telco Project Manager / Purchasing & Procurement December 2005-July 2006

Managed all new circuit orders and deployments with multiple vendors. Interfaced with various departments regarding wide area network deployments, circuit migrations, turn up calls and reacquisition of Perimeter-owned CPE due to client termination or changes.

Reduced annual Cisco billing by $65K through auditing of current and past invoices.

Created purchase orders, tracked all orders, reconciled invoices and validated receipts totaling $150K per month.

EDUCATION & TRAINING

Bachelor of Science, Hotel Administration 1991

University of Nevada – Las Vegas, Nevada

LANGUAGES

Bilingual fluency in English & French

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