Customer Service Sales
Resume:
LUIS M. PE A, JR
**** *. ***** ***. #**** Las Vegas, NV 89148
abib1p@r.postjobfree.com
TELECOMMUNICATIONS PROFESSIONAL
Accomplished telecommunications professional with 15 years of experience is
seeking to leverage my broad skill-set in project management, provisioning,
leadership, sales, & account management to obtain a challenging Project
Management position. Recent experience with deploying dark fiber,
transport, and lit services. Participated in the successful implementation
of a Private Line and T1 project for AT&T averaging 70 circuits turned up
weekly. Extensive experience with on-time service implementation and
delivery for high-profile customers. Significant on-site & customer facing
contact with various clients. Demonstrated strong leadership, project time,
negotiation, technical, and organizational abilities. Highly motivated,
good communication skills, excellent technical aptitude, extremely savvy,
with a focused and disciplined 'can do' attitude.
TECHNICAL SKILLS
TELEPHONY CONCEPTS & PRODUCTS:
. Number Portability: NANPA, NPAC, LRN, LERG, LNP, BNA, SOA, LSR
. E911: E911 Trunking/Routing/Database, Selective Routers, PSAP, ALI, ANI,
DS0, MSAG, CALEA
. UNE-P: Loop Provisioning, Central Office architectures, collocation,
line sharing, loop splitting
. Fiber & Signaling: SONET (OC3 and above), Ethernet, TDM, Dark Fiber, SS7
. Products: HFC, ATM, VoIP, POTS, DSL, USOC, DID's & Trunking, VPN, MPLS,
T1, ISDN,
. Networking: IP Routing, IP Subnetting, OSI/TCP IP Model
TELEPHONY SOFTWARE SYSTEMS:
. Order Distribution/ Provisioning: E911, TIRKS, SOLAR, SOPAD, C+, ROMS,
LIDB, LSR, CARE, SOAC, GIOM, Business Direct, SR Tracker, Code Talker,
GRETA
. Billing/Pricing/Records: AQCB, CRIS/IABS, BOSS, CARS, ROMS, ICOMS,
Martin
. Facilities/Routing/Engineering: COE-FM, LFACS, WFADO/DI, BIRRDS, CPD,
SPID, CFA, ASR, DLR, SWITCH, SOTS, POCITS, BMP, EFMS, ASR Snoop, USRP
. LEC Address Validation Tools: CAF (Bell South), DBOR (AT&T LNS &
CLECS), EMBARQ (Sprint), Verigate (SBC), CSG (Verizon), CEMR (Qwest)
PROFESSIONAL EXPERIENCE
American Fiber Systems, Las Vegas, NV
March 16 2010 - October 1 2010
Provisioning Project Lead
Responsible for the project management and implementation of dark and lit
services, including dark fiber, DS3, OCx, EVPL, EPL, EVLAN, & EIA.
Communicate order status to end-users as the primary and single point of
contact for AFS. Coordinate circuit moves, rescheduling, and the dispatch
of inside or outside plant technicians as appropriate. Created a process
improvement in the form of an Order Tracking spreadsheet (that was
previously non-existent) and that is shared cross-operationally with
various team members.
. Work closely with Network Operations (ISP) and Field Operations (OSP)
to coordinate installations
. Implement transport, optical Ethernet, dark fiber, and EIA services in
Reno, Las Vegas, & SLC
. Liaise between AFS' carrier & enterprise clients and AFS' internal
service implementation processes
. Communicate data on outstanding orders during weekly Operations &
Sales team calls
LUIS M. PE A, JR.
PAGE TWO
AT&T, Denver, CO
Aug 31 2007 - Nov 26 2008
Implementation Service Manager
Primary responsibility was the project management and implementation of
complex data products from the T1 through DS3 level, FR to AVPN migrations
(commonly with Access Reuse), Port Upgrades, AVPN T1 for MPLS, and voice
products including Advanced Features & Resporg. Responsible for on-site &
face to face contact with Lockheed Martin client. Accountable for many
simultaneous projects from project requirements definition through project
implementation activities. Served as the liaison between SCG clients and
AT&T behind-the-curtain Provisioning and Order Support contacts. Initiated
Expedites & Escalations via EFMS or to senior management for resolution as
required. Resolved address validation issues prior to order
implementation. Prepared and presented daily and weekly status reports to
AT&T cohorts and SCG Clients at a high level. Had significant contact
within AT&T departments, LEC's, and SCG client personnel. Worked Virtual
Office.
. Utilized various systems to track on/off-net & equipment orders,
network provisioning, & activations
. Ensured delivery or resolution of FOC, circuit design, access
delivery, address, CNR, or facilities
. Interfaced with LEC partners, provisioning, sales, & engineering to
ensure service delivery
. Prepared and presented weekly status & W.I.P. reports to AT&T and SCG
Client management
Independent Study, Denver, CO July 2006
- Aug 31 2007
Capacity Provisioning & Engineering (Qwest Platform)
Significant study of direct & cross-connect access provisioning processes.
Studied network engineering, provisioning processes, & architecture for
establishing colocation. Full understanding of line sharing, line
splitting, & loop splitting access types.
. Studied order provisioning process for establishing UDF & colocation
requests for CLECs
. Assigning of BANs, CPDs, using IOF/CFA, TIRKS, IABS, & SOPAD in
establishing colocations
. Ordering UDF-IOF, UDF Loop, determining CLLI codes,
number/types/availability of fibers, SONET over fiber, path route,
mileage, cross connects, and terminations
Qwest Communications, Denver, CO Sep
2005 - July 2006
Territory Account Manager
Responsible for the delivery of circuit & packet switched products to
medium to large business consumers. Served as the single point of contact
for all business partners up through the 'C' level. Participated in face to
face contact with clients. Developed cost analysis & sales presentations
with Excel to illustrate cost savings and advantages of Qwest's product
suite versus competitors.
. Marketed & sold a product set that included T1, Fractional T1, VoIP,
Frame, ATM, & key systems
. Provisioned point-to-point T1 circuits, DIA, VoIP, MPLS, & VPN services
for on/off-net customers
. Farmed accounts in good standing to maintain healthy business
relationships
. Hunted through sales modules & prospected for sales opportunities
Qwest Communications, Denver, CO Dec
2002 - Sep 2005
Small Business Sales Consultant
Sold POTS, Long Distance, DSL, and Toll Free services to small businesses.
Interfaced with various internal departments for trouble isolation, to
ensure dispatch on Expedite requests, & with Engineering for designed
services. Customer facing role with daily interactions.
. Used Consulting Plus to ensure proper billing, order placement,
& correct central office assignment
. Mastered SOM, SOPAD, WFA, & TWIST systems to provision POTS, DSL, ISDN,
Wireless, & LD
. Provisioned POTS services using LFACS, CLLI, LNP, and USOC
information
LUIS M. PE A, JR.
PAGE THREE
AT&T Broadband, Englewood, CO
April 2001 - Dec 2001
E911 Provisioning
Multi-tasked using various databases to virtually provision new lines of
service. Fielded local & access service requests. Sent & received FOC to
ensure access delivery. Managed each database with status updates. Issued
orders containing relevant E911 coding info into the balance of the
provisioning work flow.
. Provisioned service with C.A.R.E., L.I.D.B./CNAM, ALI, & ANI info.
Contract position.
. Created & maintained, routing, database management, & updates for ILEC,
CLEC, & govt. agencies
. Managed Switch, E911, SOAC/NPAC, & LNP databases
. Delivered PSAP & CALEA information & compliance to government & law
enforcement agencies
MCI Worldcom, Denver, CO
Dec 1998 - Dec 2000
Customer Service Representative
Fielded inbound calls from Verizon's N.Y.C. consumer base. Provisioned new
orders with applicable line types, USOC, address validation, and feature
information. Maintained accurate customer contact & account notations.
. Provisioned & sold new POTS & DSL services, features, & upgrades
. Issued repair tickets to satisfy one-call resolution criteria
. Provided general customer service, product information, & account
information
FutureCall Telemarketing Inc., Denver, CO
Aug 1995 - Aug 1996 Sales Supervisor
Joined a project team to introduce GM's MasterCard program to prospective
consumers. Supervised a commissions-based sales staff and provided
coaching, feedback, and training where applicable. Delivered employee
recognition, managed scheduling issues, was jointly responsible for hiring
decisions, & EEO compliance.
. Trained employees on customer service, active listening, interviewing, &
rebuttal techniques
. Supervised a sales staff of 15 employees
. Developed programs to maintain employee interest and motivation
. Analyzed metrics, rectified problems, & highlighted positive attributes
Vertical Marketing, Aurora, CO
June 1993 - Aug 1995
Sales Trainer
Administered training to encompass the total product line for communication
to customers & internal employees. Responsible for maintaining deliverables
of the training course & identifying new ways to provide training services
& materials. Participated in developing additional training programs,
including outline, text, handouts, product demonstrations, and tests.
. Trained all to follow company policies, strategies, & overall philosophy
. Supervised training classes with sizes ranging from 12 - 20 students
. Developed employees through coaching & feedback sessions
. Demonstrated mainstream sales & customer service techniques
SELECTED ACCOMPLISHMENTS
. Earned Qwest's Q.MBA Networking Certification for LAN/WAN architecture
in 2006
. Chosen for Qwest's Special Projects initiative in 2005 to train reps in
St. Paul, MN
. Earned Qwest's Circle of Excellence award recognition for 2003
. Attained Senior Sales Consultant level at Qwest & finished at over 150%
for 3 years
. Earned MCI's Ovation award & maintained over 100% of commission criteria
EDUCATION
University of Colorado at Denver, Denver, CO
Bachelor of Science in Biology, Minor in Sociology (3.45 G.P.A.)
. Chief Judiciary Chairman, Howard University Dormitory Council, Carver
Hall
. Secretary, Howard University Dormitory Council, Cook Hall
. Dean's Honor List, Howard University
. Blackburn Scholarship, Howard University
. Tutor - Each One Teach One Program, Gage Elementary School
(Washington, D.C.)
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