Manager Engineer

Barbara D. Isaac

**** ****** ***** ****

Columbus Ohio 43229

Home Phone 614-***-****

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

INTRODUCTION

A team-playing self-starter committed to providing superior job

performance and office diplomacy. Detail oriented with ability to

multi-task effectively with strong critical thinking skills.

Capabilities include:

< Client Services Circuit

Provisioning

< Proficient in all MS programs Strong Analytical & Problem

solving skills

EXPERIENCE HIGHLIGHTS

Tier 1 Tech Support

< Receive incoming calls from clients routed through IVR

< Trouble-shoot issues associated with smartphone devices

< Program equipment; performs ESN, SIM, and IMEI swaps

< Enter call data/transactions into electronic Customer Care

Support Manager

< Orders new or replacement equipment within My Wireless

Manager

< Manage outlook inbox employee and public folder

< Proactive accountability for customer care inbox

Quality Control Analyst

< Telecom order tracking to ensure accuracy via AS400

< Daily contact with various CLEC/LEC for FOC's and tech

dispatch

< Order escalation with various carriers

< Proactive contact with customers to insure satisfaction

prior to closing out order

< Maintained filing system to keep track of provisioned

orders and job steps

Circuit Engineer (Contract)

< Provisioned DS0-DS3 circuits

< Submitted ASR's, LSR's via CORE system

< Submitted moves, adds, changes and disconnects via LEC

< Tracked various job steps through completion

Technical Support to NEC and Panasonic phone systems

< Entered customer's PBX repair and MACD's order requests

< Phoned in line repair to Verizon; following-up to

completion

< Proactive contact with customers to ensure resolution to

their satisfaction

Telecom Billing Analyst (Contract)

< Responsible for all invoices from various TELCOs. Reviewed

all carrier invoices to ensure accuracy of line and service

charges; repair fees and circuit charges.

< Resolved discrepancies via carrier

< Strong analytical and communication skills were required.

Network Coordinator

< Provisioned ISDN, Centrex, T1's and POTS lines

< Performed MLT for issues associated with NDT, RNA's and CFW

< Submitted Inter/Intralata repairs via Ucommand and tracked orders

to completion

< Reset account codes via Ucommand

< Pro-active contact with vendors to insure PBX repair

< Managed multi-line accounts, executing MAC orders via Verizon's GUI

v2-5

EMPLOYMENT HISTORY

EDUCATION

Profitline Inc. 12/08 - Present

Cavalier Telephone 3/07 - 12/07

University of Phoenix 2009 - Present

Qwest Communications 4/06 - 12/06 Health

Care Administration/Pharmacy Practice

Advanced Telecom 1/02 - 4/05

Goldman Sachs Inc. 6/01 - 9/01

CTC Communications 1/98 - 5/01

Contact this candidate