Sales Account Executive

Shaneela Hummel

*** ************ **.

Rochester NY 14612

Home: 585-***-****

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

Objective

To use and build upon my existing knowledge and expertise to grow

professionally in the IT industry which would make me a valuable asset.

Education

SUNY Brockport: Brockport, NY 1996

Bachelor of Science in Criminal Justice

Training

Training classes to gain more expertise in the functionality of T-1, DSL,

and

POTS.

Courses in the use of Citrix, TBS, LEX Verigate, 5ESS, Verizon GUI, and

WISE.

Experience

Matrix Business Technologies 7/06-Present

Networking Operations Center Technician

Experience with trouble-ticketing software.

Troubleshooting WAN, LAN, DSL, Cable, T-1, DS-3, PBX Frame Relay and

routing issues. This includes Routers, Switches, Firewalls, IP/ VPN, Hubs,

and Networking Equipment.

Responding to outages or performance alerts within SLA guidelines.

Working all issues to closure, which may entail configuration changes,

hardware replacement and vendor coordination.

Receiving inbound phone calls and made outbound phone calls to update

customers as well as escalate issues.

Evaluating and prioritizing all phone calls, tickets and e-mails

Experience with multiple Operating Systems including but not limited to NT

4.0, Win 2k, XP, Windows 2000 and UNIX.

Knowledge of internet working technology including: TCP/IP, Ethernet, Dial

and layer 1 troubleshooting.

Fielding and documenting network related trouble notifications (calls,

alerts, official notifications).

Understanding of Network Performance Management techniques and software.

Remote Troubleshooting.

Working with several LECs and CLECs to resolve trouble ticket issues

including Verizon, AT&T, Global Crossing, Covad, Level 3, Focal/ Broadwing,

Verisign, Paetec, Trinsic/ ZTel, Worldcom, etc..

Choice One Communications 10/01-7/06

Solutions Architect

Proficient in TBS, Citrix, 5ESS, EWPTS, LEX Verigate, Remedy, Verizon's

GUI and WISE.

Commissioned Local Exchange Carriers (as well as ILECs and CLECs),

including ATT,

SBC, and Verizon to ensure a seamless conversion for clients onto Choice

One

Communication's network.

Responsible for switch building of test numbers and voice features based on

clients preferences.

Ensured clients' concerns were documented in Remedy and resolved. Typical

turn

around time was under 48 hours.

Facilitated all voice translations tasks for multi-market team (located

throughout OH, IN, IL, MI, and WI).

Supported Choice One Communication field technicians to convert customers

onto

Choice One's network.

Managed work queue in TBS for all types of orders including hot cuts, Voice

over

IP, and new loops.

Assumed additional responsibilities from affiliated team to keep projects

on

schedule.

Provided support for Technical Consultants and often had to resolve and

escalate

issues.

Served as point of contact for Field Operation technicians and Controllers.

Pulled in other teams on an as-per-needed basis to meet the needs of the

customer.

Provisioner

Effectively and in a timely manner provisioned several markets in Choice

One

Communication's footprint. Sent Local Service Requests (LSR) that

resulted in

the end-to-end coordination of orders and worked with internal

departments and

external Local Exchange Carries (LECs) to achieve the needed results that

were

set for the client expectations. All orders resulted in rapid and

efficient

transition of clients to Choice One.

Sent LSRs through the Verizon GUI, TBS Gateway, LEX Verigate & GTE (WISE).

Upon receiving Firm Order Confirmations (FOC), completed out order, or if

rejected, supplemented out the order. This was done in a timely fashion

to get

the maximum amount of orders onto Choice One's network.

Updated information received in the FOC in the TBS to reflect proper dates

in all

internal Choice One systems.

Remained the primary point of contact for clients, ILECs, CLECs, vendors

and

other Choice One departments for all service delivery questions, updates

and

issues.

Responded within 24 hours to all status inquires from internal department

as well

as clients and vendors.

Resolved almost all orders with positive outcomes by managing them in a

professional manner.

Assignments

Assigned cable and pair (CFA) to all POTS, DSL, and ADSL lines.

Created IDs for DSL, and T-l lines.

Designed Circuit ID for both DSL and POTS lines.

Consulted Loop Qualification tool before letting order proceed to ensure

feasibility to continue order processing.

Worked on the Busy Pair project where extensive internal and external

investigation occurred to discover the rationale for cable and pair not

being

properly disconnected, then placed a corrected order to prevent further

jeopardy notices.

Disconnected clients, either for non-payment, removal of a line, or change

to a new carrier.

Sutherland Group LLC 9/00-10/01

Account Executive

Worked in outsourced sales project for NAS.

Participated in a training class to understand DSL and T-1s, then trained

to sell

it via phone.

Made various cold calls to businesses in the Northeast and Midwest to sell

SDSL,

ASDL, and T-1s

Achieved expected goal of 20+ sales monthly.

Received salesperson of the month reward for exceeding expected goal.

Technology Skills

TBS, Citrix, Windows NT/2000/XP, Microsoft Office Suite 2003 (MS Word, MS

Excel,

MS PowerPoint), Internet Explorer, Netscape Navigator, Dbase, Lotus 123,

PowerPoint, and Quicken.

Professional Skills

Highly skilled and proficient with a capability to learn and use new

technologies

quickly

Highly skilled in building and maintaining professional relationship within

and

outside of company

Superior oral and written communication skills

Excellent follow through capability

Extremely well-organized

Very positive attitude, self motivated, high energy

Languages

English, Latin, Hindi, Punjabi, and Urdu

Contact this candidate