Service Maintenance
Resume:
Judith Swafford
Newnan, GA *0265
Residence 770-***-****
Cell 678-***-****
**************@*********.***
Summary of Qualifications
Self-motivated, and results-oriented.
Dedicated to promoting team goals and contributing toward organizational success.
Verifiable record of excellent performance reviews and increased responsibility in mission critical systems maintenance and restoration primary customer support roles.
Effective customer, vendor, and inter-departmental liaison skills to represent my employer in a complimentary and professional manner.
Recognized for outstanding negotiation and conflict management skills in an organized (CWA) network operations maintenance control center.
Education
Avondale High School, Avondale Estates, GA.
Telecommunications OSS and SMS systems vendor training certifications earned through The Alliance for Employee Growth and Development sponsored by AT&T, CWA, and IBEW
Multiple OEM training certifications awarded through ASBT ( AT&T School of Business and Technology)
Basic Electronics and Electronic Communications Certificates awarded through completion of AT&T vendor Innovative Training, Inc.
Experience:
AT&T (Collabera, Inc)
Provisioning Engineer, 10-01-2007 through 02-27-09 Conyers, GA
Assignment and provisioning of AT&T Network, OC48, OC192 and OC768 transport facilities. Included circuit ordering, provisioning, test and turn-up of physical layer facilities to meet Network capacity requirements.
Job functions were performed both manually and within mechanized processes in systems such as ADS, USRP, CLMain, Capacity Management Tools, EFMS, SOTS, NISE, and TSNOW/OSDS.
Responsible for troubleshooting and resolving all failures and fallout. Acted as a single point of contact for all facility requests and coordinates with other groups to clear roadblocks.
Dillard’s Department Store
Sales Clerk
06-20-07 through 09-30-2007 Newnan, GA
Hired prior to store opening and worked in setting up the store for the opening. This involved everything from unpacking the boxes to setting up the displays. Worked during the Grand opening and regular shifts afterwards.
GOODMAN NETWORKS (GNet)
Drive Tester, 05-31-2006 through 10-27-2006 Farmers Branch, TX
Conducted Emergency 911 test calls on various levels of service to confirm calls were being routed to correct E911 Call Centers (PSAP). Test site assignments received daily from supervisor via email. Daily sites mapped out using Streets and Trips and GPS locator. Information necessary to conduct call testing retrieved from Excel Spreadsheets. Number of calls varied depending on the levels of service being tested. Prepared daily tech logs detailing results of test calls.
During the time I was Drive Testing I also received training as a Field Services Technician. Assisted in performing 1900 Band service expansions. This involved connecting to the LMU, retrieving information pertaining to the systems operational status (Spectrals) and troubleshooting as needed.
AT&T
Network Operations, 06-02-1997 through 01-10-2005 Atlanta, GA.
Communications Technician, Atlanta MMOC, Atlanta, GA.
Accountable for server and networking/internet gateway administration specific to a set of client’s platform. Performed remote monitoring of AT&T Business Network Services in a technical, client-facing position. Responsible for change management as it related to the client’s platform and provided technical support to the Global Client Service Center ’s (GCSC) Operations Team for fault/outage management (rotating on-call 24/7). Responsible for installation of new systems, deinstallation and removal of retired systems, upgrades to existing systems and trouble shooting outages on all systems.
Utilized SARTS (Special Access Remote Testing Systems) to analyze, isolate, and repair system outages. Identified data services impacted by loss of optical and wireline DS1 and special integrated access services T1 facilities. Interfaced and coordinated connectivity restoration with on-site work force technical resources.
Significant Accomplishments:
Successfully maintained SLA 's-Service Level Agreements and client relationships through knowledge of client requirements.
Coordinated systems restoration between the client, management, and other organizations within AT&T and had ownership for the customer experience.
Maintained or exceeded organizational metrics for escalation resolution. Participated in the creation, tracking, and reporting of technical service remediation plans to AT&T internal and external clients.
Selected for numerous training classes Hewlett Packard System & Network Administration, HP9000 maintenance, Cisco Advanced Router Configuration, Cisco Installation and Maintenance, SARTS administration, Sun Ultra Enterprise Server Maintenance, Solaris Essentials for Service Maintainers, Fundamental UNIX and UNIX for Systems Operations & Support.
Received numerous awards for participation in various Network Event Special Projects.
Consistently maintained outstanding rating on annual Performance Appraisals.
EasyLink Services, 02-06-1988 through 06-02-1997 Atlanta, GA.
Print Site Technical Specialist: Responsible for the operation of automated document inserter systems for on-site location document processing. This equipment was 60% mechanical, 20% electronic, and 20% software driven. Proactively scheduled with field engineering team for preventative maintenance on equipment. Trouble-shoot customer reported problems and monitor, schedule, and prioritize tasks to maximize efficiency of the EasyLink Billing System. Strong emphasis on promoting and maintaining high performance team environment.
Account Manager: Charged with all aspects of collecting an assigned group of outstanding receivables. Duties included maintaining a minimum Bad Debt write-off of .04%, reviewing, researching and clearing possible revenue adjustments and credit balances on assigned receivables ledgers. Contact customers as needed to advise of pending service interruption for non-payment. Perform daily reviews of service interrupted accounts and re-instate service upon verification of payment. Handle incoming calls and written inquiries from customers to completion. Maintained a collection efficiency of 85%-90% receiving an overall rating on Outstanding on yearly performance reviews.
Payment Applications-Billing Associate II: As a team member of the Payment Applications group; responsibilities included daily reconciling, applying, researching and balancing Lockbox receipts of approximately $2M while surpassing company guidelines for speed and accuracy. Interactions with corporate treasury and bank contacts as deemed necessary to perform assigned functions.
Significant Accomplishments:
Developing a working knowledge of client accounts and identifying evolving client needs.
Selected as the final candidate to train a new print site workforce when the EasyLink division was reorganized and relocated to Manassas, Virginia .
Chosen to be a member of the Workplace of the Future Team.
Contact this candidate