**** **** ******/ ****** ****, MO *****

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DEANNA S. THEDFORD

SKILLS SUMMARY

Highly motivated telecommunications professional with 12 years experience

in network operations environments. Proven track record of identifying

process improvements that reduce cost, customer impact and cycle times.

Subject Matter Expert in defining Methods of Procedures and processes for

all phases of CDMA Voicemail hardware integration testing, software

implementations and subscriber migrations. Adept at executing software

releases and break/fix support on CDMA Voicemail, Call Tones, Text

Messaging, Lucent, Motorola and Nortel platforms.

TECHNICAL PROFICIENCIES

. Operating Systems: UNIX (Scripting, Telnet, FTP, RSH, SSH),

Digital UNIX, Linux, RMX, Unisys, Windows 95/98/2000/XP/Vista

. Protocols/Network Management: TCP/IP, SS7, Alcatel Lucent, Nortel

& Motorola Switching, Comverse CDMA Voicemail, Call Tones & Text

Messaging

. Languages: UNIX, Solaris

. Software: Reflections, Hummingbird, Informix, PCAnywhere, Microsoft

Suite (Word, Excel, Power Point, Outlook), Secure CRT, Putty, Java,

Snag It, Procomm Plus, TRAMS, Falcon, React, FACTs, TBS, Netwatch

Technical Training/Certifications

. Call Tones Operations & Maintenance UNIX

Systems Basics I & II

. Phase I & II Cable Subscriber Voicemail

InSight 3.7 System Overview

. Fun Dial Content Management 5.1

Telecom Essentials & Techniques

. Lucent ECP, EVDO & 5E Release 30 3G Technical

Overview

. TRILOGUE INfinity Basic Maintenance Visual

Basics 6.0

. Trilogue/InSight Web Customer Care GUI Overview AutoCAD Release 13

PROFESSIONAL EXPERIENCE

Ericsson - RF Service Assurance, Overland Park, KS

Jun 2010 -

Aug 2010

RF Technician (Contracted through J.M. Neil & Assoc.)

. Conducted RF troubleshooting and break/fix support on Lucent, Motorola

and Nortel BTS & BSM elements.

. Analyzed cell site performance measurement & statistics to improve

network efficiencies & identify potential problems.

. Performed monitoring and intrusive testing on chronic T1s using React.

Sprint - Network Implementation, Overland Park, KS

Nov 2005 - Mar

2009

Network Engineer II

2008 - 2009

. Performed software updates and Retrofit procedures on ALU CDMA/EVDO

elements (5E, ECP, OMP-FX, OMC-RAN, 1X-RNC and DO-RNC).

. Performed Comverse Call Tones Content Syncs and CDMA Voicemail alarm

monitoring software upgrades.

Lead Network Engineer II

2005 - 2008

. Created Methods of Procedures and trained network engineers in all

areas of CDMA voicemail acceptance testing, software upgrade and

subscriber migration processes.

. Managed scheduling and training to support the voicemail capacity

forecasts for 40M subscribers.

. Assisted product development teams with requirements and software

validation.

. Assisted vendor with developing and scripting automated testing tools.

DEANNA S. THEDFORD

Pg. 2

Sprint - National Technical Assistance Center, Lenexa, KS

Jan 1999 - Nov

2005

Lead System Integrator III

2002 - 2005

. Provided 24/7, Tier III break/fix support for 50+ CDMA messaging

platforms.

. Performed messaging system acceptance testing, decommissions and

migrations.

. Created a New Platform Integration vendor scorecard, resulting in a

70% decrease in third party installation and integration errors.

. In response to Hurricane Katrina, coordinated the successfully rehome

of all New Orleans voicemail subscribers, resulting in 100% service

availability within 72 hours.

. Redefined the process for performing on site acceptance testing to

remote testing, resulting in an estimated $25K annual cost savings.

System Integrator II

1999 - 2002

. Managed messaging hardware consolidation project helping to eliminate

problematic hardware and reduce floor space and trunking costs by over

$3M.

. Provided 24/7, Tier II break/fix support for all voicemail and text

messaging platforms and acceptance testing for all new messaging

platforms.

. Implemented a process for loading new system point codes in the HLR,

resulting in the elimination of Message Waiting Indicator delivery

issues on new messaging platforms.

Sprint PCS - Network Operations Control Center, Lenexa, KS

Oct 1997 - Jan 1999

Analyst 1

1998 - 1999

. Performed 24/7, Tier 1 liaison functions between Customer Care and Net

Ops fix agents.

. Trended high dropped call customer tickets, helping to identify areas

needing cell expansions and/or cell sector optimization.

. Performed Tier 1 break/fix support on translations, voicemail and

switching center customer tickets within Mean Time to Repair

guidelines.

Analyst (Contracted through Aerotek)

1997 - 1998

. Performed 24/7 outage event notification for the entire Sprint PCS

network.

. Published daily outage reports that helped to proactively identify

market, platform and element stability trends.

. Demonstrated the capacity to work effectively in outage situations by

bringing together key stakeholders and Subject Matter Experts in a

timely and organized manner.

EDUCATION

. Certificate of Office Technology - Cumulative GPA 3.85, Blinn

College

1995 - 1996

. Liberal Arts Curriculum - Cumulative GPA 3.75, Columbia College

1993

LEADERSHIP TRAINING

. The Business of Listening

Diversity

. Leading Others Effectively

Learning to Lead

. Empowerment: A Guide to Success

The Leader as Coach

. Attitude: Your Most Priceless Possession

Effective Meeting Skills

RECOGNITION

. Service Excellence Awards, Hurricane Katrina, Hurricane Gene & Houston

Site Recovery

. Service Excellence Awards, Voicemail Consolidations Phases I & II

. Service Excellence Awards, 2A & 3A Affiliate Conversions

. Chairman's Quality Excellence Award, Network Services

Personal and Professional References Available Upon Request[pic]

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