Project Manager Customer Service

Mark E. Caveny

**** ******* ***** ***** / *****, TX 75002

972-***-**** *******@*********.***

Summary

Telecommunications Service Delivery / Implementation Professional with extensive

experience in, provisioning, installation, project management, planning and customer

service. Demonstrated successful background in conducting conference calls with an

emphasis on collaborative problem solving, goal setting, and making customer

requested due dates, and Service Level Agreements .

Masergy Communications

Noc Analyst, Masergy Communications Plano TX. (2011 -present)

Responded to Netcool alarms for the Masergy backbone and for the MPLS

customer base. Tested DS3,DS1 and Ethernet circuits. Worked with customers

with packet loss, routing, and utilization issues. Ordered replacement

hardware and configured it remotely. Coordinated carrier repairs and

escalations in accordance to SLA agreements.

Metro PCS

NOC Technician, Metro PCS -Plano,TX (May 2011- September 2011)

Contract position responding to Lucent, Ericsson, Samsung & Nortel switch, CDMA,

EVDO, and LTE alarms. Extensive trouble shooting with the LEC'S and market field

personnel. Navigated various platforms and software applications in able to work

sites using different technologies i.e. Citrix Samsung, Remedy,Secure Access, and

Microsoft office . Searched calls for law enforcement. Insured continuity of work

progress in a 7x24 hour work environment.. Adhered to company after hours call out

policy limiting unnecessary overtime and the use of limited resources.

Looking Glass Technologies (2009-2011)

NOC Technician, Looking Glass Technologies - Albuquerque, NM and Dallas, TX

Contract position monitoring a Wireless Network for Switch and Cell Site Alarms.

Applied immediate corrective actions for Environmental and Transport issues,

maintained high service levels for Voice EVDO applications. Coordinated trouble

resolution on Outage Restoration Bridges with TFS and Higher Tier Engineers.

Communicated the size, scope, and customer impact of major outages to Operations and

Customer Care.

VERIZON (Formerly WorldCom and MCI) (1985 - 2009)

Network Engineer - Verizon Business (2007 - 2009)

Reviewed planning schematics for international traffic capacity; interpreted

statistics for utilization of network devices. Provisioned trunks and equipment;

migrated existing trunks and equipment for maximum efficiency and profitability; and

created and managed timelines for routers, multiplexers, cards, cables and peripheral

equipment at new nodes and expanding existing sites.

Created template that captured implementation team's project status capturing major

milestones to share with marketing to help initiate orders. Template was adopted by

management as standard across all teams.

Engaged a programmer to replace a manual process with a real time Web Based view to

vital switch statistics, reducing an 8-day process to just 2 days.

Participated in a team effort to capture and define official processes for a

department that was reorganized with new roles and responsibilities. Once the

processes were determined a set of metrics were applied to measure their success.

Hosted international conference calls to measure progress and to isolate jeopardy's

for executive management.

Published weekly implementation status reports.

Managed the stakeholders of critical expansion project to agree to an aggressive

timetable and delivered a new node in Taiwan on time, allowing for new revenue

opportunities.

Mark E. Caveny page 2

VERIZON continued

Install Technician - Verizon Business

(2003 - 2007)

Created working digital and analog circuits by making cross-connects; tested end to

end for new and redesigned DS0 and DS1 orders; ping tested frame relay and private IP

circuits; accepted local loops from LECS'; handled extensive troubleshooting with

internal and external repair groups; configured Imuxes and Verilink CSU's; rebuilt

PVC's; and adhered to strict customer requested due dates.Volunteered as Primary

Point of Contact on US Coast Guard project installing new emergency radio system

throughout the US. Identified exact specifications in industry recognized data

circuit handbook; and enforced ownership according to tariff agreements. The Coast

Guard was able to install 100+ radios along the remote waterways without rescheduling

multiple times saving time and money.

Exceeded company objectives for on time performance for committed due date at

97%,trouble ticket resolution under 2 days, Quality Assurance Average at 98% and

average business day length of order to just 10.6 days.

Recorded a perfect no failures after install on completed circuits.

Averaged over 20 inbound testing calls and completed 11.2 orders per day.

Provisioner, WorldCom - Sacramento CA & (2000 - 2003)

Richardson, TX

Designed circuits for new installations and changes to existing circuits; assigned

channel facility assignments per least cost routing; issued access service requests

and coordinated design activity through various companies up to the customer premise.

Assigned by management to handle the Mellon/Us Bank Host Site Migration with 240

multipoint data circuits with some using as many as 40 sites. Received company's

Pinnacle of Excellence Award for successfully supplying a new host circuit for each

multi point in less than 1 year.

Participated on 3-person team that systematically restored communications for New

York City customers affected by the loss of the Water Street Central Office following

the World Trade Center attack in less than four months.

Submitted a weekly report for orders that failed to meet on time criteria with a

focus on trending problems with our carriers or internal training processes.

Technical Specialist, MCI - Sacramento, CA (1988 - 2000)

Answered ACD calls for repair; opened and tracked maintenance trouble tickets;

escalated per Network Operations Trouble Handling standards; rerouted toll free

numbers for emergency contingency plans; and created orders for private dialing

plans.

Analyzed the trouble history then coordinated the resources and technical expertise

to resolve a chronic voice quality for a $1.5 M national account. Received All Star

award after client signed additional contracts.

Represented organization as a beta tester for a new trouble management application

that discouraged an off the shelf manufacturing software application in favor of one

designed with trouble handling and statistical analysis for the telecom industry.

Customer Service Representative, MCI - (1985 - 1988)

Chicago, IL

Resolved billing conflicts; reconciled misapplied payments and handled

correspondence; and fixed auto dialers and sold additional services.

Education / Professional Development

B.A. Economics - Blackburn College - Carlinville IL

Technical Skills for MCI, WorldCom and Verizon

Provisioning Systems for Local and Long Distance:

Netpro, Mecca, F&E, SubNet Manager, Tcoms, Microsoft Excel

Project Manager, Web Goa, and Integrated Test System

Awards

WorldCom Pinnacle of Excellence, 2001

MCI Directors Club, Spotlight and All Star Awards

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