Customer Service Project Manager

DEBORA J CINTRON

Castle Rock, CO *****

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

http://phoenix.confidentialresume.com/DeboraJCintron

PROFESSIONAL OBJECTIVE

A Technological Implementation Project Coordinator, to support for revenue projections and service delivery timelines. A highly motivated, resolution focused Project Manager with 20 years of implementation of developing a product or service industry. A natural leader encouraging positive results in utilizing team concepts, excellent technological capabilities, communication, presentation, and customer service skills. An extensive background in crisis management to problem solve for quick resolution. Communicate with using various reporting, in documenting several databases for internal customers.

SKILLS PROFILE

Helpdesk Tier II technical support for inbound and outbound call centers Diverse technical background; experienced in resolving issues relating to wireless and technical support for PDA, Wireless routers, switches, Cisco Switches, DPRI,

and SIP VOIPExperienced with supporting Cisco switches provisioning issues for voiceResolution for UDP and TCP/IP for network connection issuesAble to work well in stressful conditions and able to meet the demands in client crisis situationsExperienced in designing and implementing educational training materialsRelated TCP/IP and UDP for troubleshooting network translation issuesRelated understanding of troubleshooting ISDN protocol for multi-mediaCommunicates by documenting various databases and providing reportsExecutes escalation processes for internal and external customer resolutionExceptional interpersonal skill to be diversified to any companyExtensive background in soft skills in customer servicesExperienced in training and hiring of personnel in a leadership roleApplicable skills Include:

Computer Skills: Server 2003, XP Pro, Mac, Linux, Vista, Windows 7,

Microsoft Office, Project Management, Access Database,Microsoft Response Point IP PBX, Adobe Flash Pro and Dreamweaver web publishing,

Email client mail setup for Exchange Server, pop3, and IMAP,

DNS related issues for IP translation,Wireless Devices, Modems, Gateways, and Routers,Basic Scripting for XHMTL, CC++Basic, Java, and Pearl

Workbench, ACSR, DST, Scout, Remedy, Casper, and BTS, IMS, Broadsoft

Qualification Summary

Management Experiences 15 years Trainer Experiences 8 years

Customer Service 26 years Call Center Experiences 8 years

Technical Support Services 8 years Sales Experiences 26 years

Project Coordinator 20 years

EMPLOYMENT HISTORY

Service Delivery Project Coordinator April 2011 – June 2012

Comcast, Englewood, CO Overseeing a project for multi-line Primary Rate Interface servicesMeets projected timelines for construction issues and forecasts schedulingCoordinates internal departmentalized tasks to perform and met timelinesCoordinates external communications for third party vendors to meet timelines Reviewing all documents to ensure correct information to process trunk orders Utilize and access multiple databases to document all communicationsTelecommunication for porting of numbers for various carriers to meet industry standardsCommmunicates to various channels for scheduling and coordinating service deliveryEscalate issues that require special attention due to various nuancesResponds to the high volume of business demands to work extended hoursFlexibility in adapting to process changes for a new business modelContributes ideas to help make processes easier and more efficientDatabase Utilization: Workbench, Centrix, ACSR, DST, LNP Portals, OrderPath,

Remedy, BTS, Scout, Casper, Comtrac, Neptune, ENUM, Targus, DPAT, Pet Tool,

NPS, LCAT, Port PS Tool, ETS, NGN, NetControl, GDS, IMS, Broadsoft

Tier 1 & II Technical Support for Business Services March 2008 – April 2010

Comcast, Englewood, CO Identify problems to resolve or escalate for a technician to dispatchInbound and outbound call center for metric and displinary requirements Troubleshoot medium scale businesses for a variety of technical issuesPerform Email client setup for exchange server settings and webmail access issuesProcess reverse DNS records for mail and web servers for clients with static IP addressesResolve technical issues relating to modems, gateways, and router conflictsPerform Cisco switch provisioning issues for voiceAssist connection issues with Routers/ VPN / Firewalls / Cameras / POS/ PrintersConfigure and set up the Firewall Port Forwarding and LAN IPTroubleshoot DNS routing problems for static and dynamic IP failuresCreate static IP and manage routing issues regarding static IPCreate configuration files of static IPS in gateways routersTrace routing failure issues and identify as internal or externalProfessionalism while handling calls from a quality prospectiveDatabase Utilization: Workbench, Centrix, ACSR, DST, LNP Portals, OrderPath,

Remedy, BTS, Scout, Casper, Comtrac, Neptune, ENUM, Targus, DPAT, Pet Tool,

NPS, LCAT, Port PS Tool, ETS, NGN, NetControl, GDS, DNS Query, CAD

EMPLOYMENT HISTORY

Technical Support Business Wireless Services August 2007 – March 2008

Sprint, Englewood, CO Inbound and outbound call center, troubleshooting wireless issuesAssist with a variety of business accounts with wireless setup and troubleshooting issues to resolutionTCP/IP 6 protocol for wireless connections to desktops and data wireless routers

Technical Support for Wireless Services January 2005 –August 2007

PRC, Englewood, CO (Outsourced Verizon Wireless)

Inbound and outbound call center, troubleshooting wireless issuesAssist with a variety of business accounts with wireless setup and troubleshooting issues to resolutionTCP/IP 6 protocol for wireless connections on desktops and data wireless routers

EDUCATION

Westwood College 2007 - 2009

E-Business Management Bachelor Degree

University of Phoenix - 15 credits remaining 2009 – Present

Global Business Management Bachelor Degree

Past Job History and References Available Upon Request

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