Customer Service Project Manager

Hannah Ong

***** ********* *** #***

Ashburn, VA 20148

Cell 703-***-****

**********@*****.***

I am seeking a challenging technical position in a pleasant working

environment, which will permit me to continue practicing, expanding my

skill set and knowledge base. I am also more than willing to accept a

position in an exciting new field that I have not yet had the opportunity

to work in.

PROFESSIONAL EXPERIENCES

Verizon Ashburn, Virginia

Specialist Eng- Network Imp

VERIZON SERVICES OPERATIONS

. Installation, configuration and operation equipment.

. Network testing & troubleshooting of high-speed internet networking

circuits including T1, T3, OC and MLFR from LEC (Local Exchange

Carrier) to client's premises.

. Create and update tickets in accordance to Service Level Agreement

(SLAs) requirements and serving as an escalation point for

troubleshooting network/systems issues.

. Assists with the inventory management of the network hardware and

other supplies.

. QA of all installation work such as cable connectivity, equipment

operation, and network bandwidth.

. Utilize the Aspect Spectrum Convergence ACD Call Center software to

assist urgent issues customers that call the activation que.

Verizon Ashburn, Virginia

Network Provisioning Engineer (ISD)

. Evaluate installation requirements for end-to-end Private Line

circuits in Puerto Rico, Alaska, Canada, and Virgin Island.

. Provision circuit installation, change and disconnect service by

issuing Access Services Request or Letter of Agency.

. Interacts with Local Exchange Carriers (LECs) to ensure accurate

circuit provisioning processes.

. Review LEC/CAP FOCs (Form Order Confirmation) and DLR (Design Layout

Request) assignment and engineering accuracy.

. Reports/update service order trouble tickets and performs related

technical duties as necessary.

. Monitor, maintain DS0 entrance usage and initiate new hi-caps for

growth.

. Project manager circuit implementation scheduling to ensure on-time

delivery.

. Designate optimal entrance and appropriate channel facility assignment

to comply with Telco hubbing policy and to satisfy customer's needs.

. Establish the most efficient, reliable, and economical network path by

creating and/or rearranging cross-connects on telecommunication

equipment such as WBDXC, NBDXC, DXC-3/1, M13, ESFMU, etc.

Broadwing Inc. Reston, Virginia

Pricing Analyst

Develop competitive pricing summaries for the following products:

. Mode ATM, Delicate Voice, Frame Relay, Integrated Access, Internet,

Multi connects and private line with circuit speeds ranging from DS1

to OC192.

. Interact with local exchange carrier (ILEC) and Regional Bell

Operating Company (RBOC) vendors to achieve competitive rates.

. Meet and exceed client's expectation on turn around time of less than

24 hours.

. Work with technical sales Engineer to ensure accurate pricing and

quotes.

. Use web-based application to complete quotes.

. Work directly with General Manager of business development on special

project and report.

WorldCom Inc. Loudoun County

Parkway, Ashburn, VA

Data/IP Engineering

. Responsible for the engineering, documentation, designs, installs,

implements, and deployment of various network elements to support the

growth of WorldCom's various voice and data platforms. This included

identifying project requirements and specifications, conducting site

surveys, creating purchase orders, and tracking installations.

. Install Cisco BPX-8620, DSL Lucent CBX-500, Newbridge 36170 ATM and

Cisco Ethernet hubs to

. Support MCI's ATM network.

. Install Bay Networks (BNX) switches, Digital Link's Inverse

Multiplexers (IMUX), Verilink's CSU/DSU, Annex Terminal Servers and

Ethernet hubs to support MCI-WORLDCOM'S Hyper stream Frame Relay

Network.

. Installed OC48's, OC12's, fiber patch panels, ModTap DS1/DS3 patch

panels and required cables

To support MCI-WORLDCOM Collocated customers including BellSouth,

Ameritech, UUNET.

. Installed other terminal equipment like Alcatel's BBDXC 1633, WBDXC

1631 and NBDXC 1630.

TECHNICAL/KEY SKILLS

. Knowledge of TCP/IP.

. Basic knowledge of UNIX.

. Troubleshooting.

. Working knowledge of internal tools to include; Nettools, ETMS,

Instserveo (Putty/Unix), Tacacs (UUNet GW), Items, IPSM/SNM, IPM,

Nettools, COMS, NETPRO, MECCA, ETMS.

. Broad software application experiences including Window, MS excel, MS

word, Word Perfect, Ms Power Point.

. Independent judgment and self-motivated thinker base on experience and

technical knowledge.

. Excellent in customer service.

. Strong written and oral communications.

. Interact well with management and peers effective in a team

environment and performing independently.

. Possess excellent business judgment and work ethic.

. Collaborated with programmers and developers in system

conversion/upgrade including testing, implementation, and training

with a significant reduction in downtime.

AWARDS

MCI WorldCom, Customer Satisfaction & Service Operations Honors

MCI WorldCom, Ambassador Club award - superior customer service

satisfaction.

Verizon Ovation - Employee of the month.

EDUCATION

GEORGE MASON UNIVERSITY

Bachelor of Science in Management Information Systems

NORTHERN VIRGINIA COMMUNITY COLLEGE, Annandale, VA

Associate Science in Business Administration

U.S CITIZEN

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