Customer Service Care
Resume:
M ichelle Mundt
H illsborough, NJ 08844
Summa ry of qualifications and Strengths:
Experienced and knowledgeable Information Technology Professional seeking to
contribute t raining and acquired skills. I’m extremely motivated and a successful
I nstar Tier2 Support person, who works well independently, or in a group setting.
Current responsibilities include working LPP Instar/Icore issues working with
many Organizations, Customer Care, NetOPS, LPP System Egnineering,
Development and Capacity Mgt.
• Ability to learn quickly with 10 years’ experience in billing dispute resolution
and 14 years working LPP Instar/Icore Application issues.
• H ighly experienced in teracting with front-end systems
GCSM/USRP/EFMS/GIOM/SPP
• Accomplished member of the I NSTAR Tier2 Team with noted abili ty to work
h ighly complex issues to resolution, take charge on any given situation, offer
suggestions to make process improvements, and manage the completion of
various data integrity projects.
• Strong analytical skills, with excellent organization and prioritization
abilities.
PROFESSIONAL EXPER I E NCE
A T& T BUSI N ESS & N E TWORK SOLUT IO NS I T / I nstar T ier2 Team Leader
1998 – P resent
• Coordinate and assemble multiple groups if need be to complete a customer
t rouble.
• Provide 8-8 Monday-Friday and Sev1 7x24 supports as needed for
M IS/PNT/BVOIP/IP ENABLED ETHERNET, Customer Care Provisioning
and Maintenance Centers.
• Member of the I NSTAR Tier 2 group, which provides support for LPP
applications I NSTAR, ARACS, RDBMGR, NTMS, Inventory, CCRT, and VPN
Reassignment tool.
• Support Customer Care M IS/PNT/BVOIP/IP ENABLED ETHERNET Test
and Turn up’s.
• Provide end to end solutions working across many organizations outside of
L PP, including Network Care, Capacity Management I NSTAR Inventory.
• Provide end to end solutions working with up front and downstream
applications I NSTAR/ICORE, USRP, EFMS, GIOM, GCP and WUR-CUR.
• In teract with I NSTAR Tier3/ ICORE PSO/SE/DEV/Testing/MR groups to
i nvestigate and resolve production issues.
• Worked quarterly software deployments monitoring and working UCT test
cases.
• Support and manage customer clients across America and groups in Europe
and Indonesia.
• Run queries to gather data clean up files to help keep the integrity of the
database.
• Use various Instar tools to make corrections or changes to customer data
i ncluding the use of the MOVE tool which moves customer links between
customers due to Transfer of Service or within the same customer.
• Use SQL queries and updates to t roubleshoot and fix data issues.
• Provide t raining outside of my job duties to new or non-experienced users to
help in the reduction of future tickets.
• Investigate with PSO Support Groups from EFMS/GIOM/SPP working
BVOIP issues to completion.
• Support various Root Cause Analysis and End to End Teams to further
advance requirement changes for Instar needed to reduce defects and support
user community to a more streamlined approach to provisioning.
• Provide writ ten advisories on processes as needed to Provision M IS service.
• D irect interaction with Customer Care users, Process Team, Escalation
Team and SME’s to provide expertise so the provisioning process is seamless,
p rovides a complete and excellent experience for AT&T M IS Customer’s.
AT& T - Billing D ispute Resolution Expert - 1989-1998
• Investigated and resolved complex customer billing disputes
• Issued billing corrections and credits to large customers
• Performed credit approval and collections for large AT&T customers including
World Comm.
• Placed collections calls to customers to secure payment of outstanding invoices
• Handled and was responsible for multi-million dollar accounts
Honors:
2013 Spotlight of Excellence Award
2013 Various recognitions from highly satisfied Customer Care Users
2012 BVOIP Team Award - quality, Innovation and In tegrity Award.
2008 Customer kudos from Reader’s Digest from prompt resolution of issue to ensure
successful test and turn up
2006 Customer recognition from China Netcomm for fixing customer circuit
2003 Way to Go Award – Business Focus Contribution
2003 Application Support Team Success Award
1999 Nipa Application Imagination Award for Supporting Customer Service and
C lients
AT& T T raining
In troduction to iCloud
UN IX administration / Fundamentals of UN IX Operating System
Oracle Sql and PL/SQL
A TM
TCPIP
Advanced IP Networking Principals and Practices
Voice over Data Networks
Cisco Router configuration
Digital Network Concepts
IP Velocity
Contact this candidate