Project Manager Customer Service
Resume:
Wallen (Wally) Klann
Las Vegas, NV 89147
SEEKING:
Manager or Project Manager with firms from start-up to Fortune 500 engaged
in telecommunications.
QUALIFICATIONS:
Extensive background in the telephony/telecom arena in IT project
management, business management, office automation processes, business
systems design requirements analysis, design, programming, testing,
implementation, customer care, and retail sales in the commercial world.
Accurate analysis of customer needs, practical and logical alternative
solutions, and customer satisfaction are the hallmarks of my success.
EDUCATION:
BS-Computer Information Systems magna cum laude- Strayer University a.k.a.
Strayer College
EXPERIENCE:
2010-Present - Technical Support Analyst - AT&T, Las Vegas, NV
Provide technical support to local/dry loop DSL Internet Services
customers using call center trouble shooting tools for all issues
pertaining to self-installation or assisted manual installation &
registration of the AT&T provided CPE.
2009-2010 - Asst Store Manager - RadioShack, Las Vegas, NV
Provide retail sales mentorship and coaching to sales associates;
responsible for end-of-day store closing, including managing inventory
and pricing; provide associate cellular phone sales and activations
training.
2007-2008 - IT Project Manager on contract to TelePacific Communications,
Las Vegas, NV
Managed multiple project teams of analysts, developers and testers
developing and enhancing customer solutions and billing systems
2007 - IT Project Manager on contract to AT&T Communications, Saint Louis,
MO.
Managed multiple project teams of analysts, off-shore developers, and off-
shore testers enhancing and sustaining software development projects for
Customer Service and Billing Provisioning applications
2004-2007 - IT Project Manager on contract to Southwest Bell Corporation,
Saint Louis, MO
Managed multiple project teams of analysts, off-shore developers, and off-
shore testers enhancing and sustaining software development projects for
Customer Service and Billing Provisioning applications
2000-2003 - Team Leader - Sprint PCS, Overland Park, KS
Directed business and systems analysts creating functional and design
specifications for initial Sprint PCS 3G cellular telephone product roll-
out
1998-2000 - IT Project Manager - MCI-WorldCom Corporation, Tulsa, OK
Project managed development and implementation of new product offerings
and embellishment of legacy Oracle, AS400 and Clarify eCommerce and IT
application systems
Sr Systems Analyst & Developer - MCI-Technology - Chantilly VA
Sr Systems Analyst & Sr Developer - TechPlan Corporation, Alexandria, VA
Project Manager & Sr Systems Analyst - Arlington, VA
Logistics, Material and Inventory Control Manager - ICC/MFS/WorldCom
McLean, VA
SKILL SET:
Project management, inventory management, supply chain management,
professional buyer, team building, mentorship, service level agreements,
capability maturity model, Oracle, COBOL, C, C+, VB, SQL, TCP/IP, Lawson,
HTTP, JavaScript, MS-Project, RUP, Agile, Visio, MS-Excel, Primavera,
Harvard Graphics, Estimating, vendor management, infrastructure
construction and installation management
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