Quality Assurance Sales

Felicia Young

*** ***** **, *** *** •Culpeper • VA• 22701• 202-***-**** *****.*********@*****.***

SUMMARY

A forward thinking provisioning engineer and circuit designer with 12 years of increasing telecom and

telecom support experience in the design and implementation of wireless and wire-line, data and voice

circuits. Provisioning and design of customer and network infrastructure. As a project coordinator I

worked with various team personnel (pre/post-technical support), internal groups (e.g., order entry,

provisioning, CPE, NOC, Operations, Translations) and third party client/vendor resources to ensure

customer requirements were met. As a very detail oriented individual I a have a drive for excellence and

is constantly searching for ways to streamline processes. My background and current skill set marks the

way for a well rounded individual. I am looking to obtain a rewarding position in the telecom field where I

can utilize my provisioning, circuit design, project management and superior customer service skills.

EDUCATION

2008- 2011 Comcast University

Manassas, VA

Introduction to Leadership/ Project Management/ Introduction to Networking Fundamentals

1996-1998 Strayer University

Manassas, VA

Computer Science/Networking

1995-1996 Germanna Community

College Locust Grove, VA

Computer Programming

PROFESSIONAL EXPERIENCE

01/2011 - 03/2012 Time Warner Cable

Herndon, VA

Provisioner/Sales Support Analyst

Conduct weekly meetings with divisional Sales Mangers/Sales reps & Agents to resolve issues, creating

and managing action items to ensure problem resolution. Provide Support for the National Partner

Customers to include acting as the interface between the TWC Regions, National Customers and National

Channel Managers. Proactively manage the order process to ensure order fulfillment by generating

reports, analyzing information, obtaining proper updates from necessary parties, and updating system (s)

appropriately. Responsible for the communication of national sales’ methods and procedures to the

National TWC Partners and Road Runner divisions to ensure they are in compliance. Participate in

conference calls with National Channel Managers and TWC Partners to communicate formal processes

and procedures and to capture customer needs. Train TWC Partners on existing and new modules of CRM

database. Assist in ensuring all training documentation is up to date and accurate.

06/2008 – 01/2011 Comcast Cable

Manassas, VA

Business Support Specialist

Aggressively responded to local and corporate escalations pertaining to the installation of the customer’s

services. I was responsible for entering in trouble tickets and managing the escalation inbox. Addressed

customer & sales inquires on order status. Processed toll-free orders and LNP requests for Business Class

Phone services. Managed the quality control process by correcting customer billing, rate code and

service errors. Managed various aspects of the customer experience by accurately setting up accounts

and scheduling installations to meet customer expectations.

Felicia Young • 202-***-**** • *****.*********@*****.***

03/2007 – 09/2007 Structural Systems

Culpeper, VA

Quality Assurance

Responsible for Quality Assurance. Identified the correct quality of lumber, responsible for accurately

measuring lumber using a tape measure to ensure lumber was cut in the appropriate length and all

angles were according to engineering specifications. Labeling and off-loading lumber onto carts before

they were to be transported to the tables for building.

09/2006 – 02/2007 Tek Systems

Reston, VA

Circuit Designer

As a contractor for Verizon Business I was responsible for the design and coordination of DS1’s and

individual IP circuit installations. Supported line cost savings initiatives by designing circuits with shorter

routes. Responsible for order management from creation of engineering, circuit design, routing, and test

and turn up Performed end-to-end order processing in support of circuit installs using Verizon’s

provisioning order systems. On time delivery of customer circuits required the communication with

internal operations, external customers, account teams and the respective LEC’s.

11/2004 – 04/2006 Fireside Hearth &Home

Fredericksburg, VA

Billing Clerk/ Scheduling Coordinator

Processed all incoming invoices for payment by checking for proper approval, coding, and applying

payments. Inventory management, operations management and installation scheduling. Worked to

resolve permit and inspection changes. Opened and closed the cash drawer. Made daily bank deposits.

10/2002 – 6/2004 Winstar Communications

Herndon, VA

Provisioning Supervisor

Managed the overall direction for a group of Provisioning Engineers. Participated in upper level meetings

and provided feedback on order status. Assisted with overall training needs and performance issues.

Served as an expert in the provisioning process and systems. Leveraged and disseminated the

knowledge through regional groups to enhance productivity. Provided input supporting the development

of new processes. Identified systematic process issues and training requirements. Participated in

discussions on impediments to the provisioning process. Issued ASR’s and provisioned T1’s for voice,

ISDN PRI, DLC as well as set up customer voicemail .

08/2000 – 04/2002 Cable & Wireless, LLC

Mclean, VA

Circuit Designer

Provided engineering and administrative functions associated with the design, management & tracking

of circuit installations and IP assignments. Responsibilities include detail circuit design, network facility

and equipment assignments, network planning and inter/intra company circuit coordination. Handled

requests for new and existing clients for installation, disconnection and moves of telecommunication

services. Created/Mapped Lport’s and PVC’s for Frame Relay and ATM circuits. Provisioned & designed

channelized voice and data T1’s. Managed daily maintenance of assigned accounts. Insured system

accuracy and provided continued updates. As the contact for first level escalations for all provisioning

issues, opened and tracked trouble tickets.

Felicia Young • 202-***-**** • *****.*********@*****.***

08/1999 – 07/2000 Qwest Communications

Arlington, VA

Broadband Provisioner

Executed the installation, additions, and modifications of equipment facility and service orders for the

provisioning of network communications and dedicated customer circuits. Performed day-to-day

provisioning and design activities for 56K/DS0/DS1/OC3-OC192 circuits. Engineer/provision all requests

for circuits and facilities requested by Site Acquisition/Construction, Traffic & Switch Engineering. Ordered

special and switched access facilities in support of new cell site deployment, cell and trunk capacity

augments as required for the business. Built/Mapped virtual XC’s between DACS and Mux’s into

terminating equipment types based on design (e.g. DSX panels, various switching equipment). Maintain

all circuit and facility records; ensuring database consistency and accuracy. Coordinated and escalated

activities required to install network trunks. Issued ASR’s for data/voice & trunk services, working with

the carriers, updating spreadsheets, creating adhoc reports, reconciling invoices, reading CSRs, etc.

SKILLS

(Platforms & software) Excel, Word, Netpro, MECCA, TCOMS, TBS, F&E, LERG, Reflections,

Remedy, Granite, Work Flow Manager, Outlook, Sales Force and CSG. (Product Knowledge)

Voice, Data, ISDN/PRI/BRI, Frame Relay, IP, ATM, Private Line Circuits, PVC's & Toll Free. DS0,

DS1, DS3, VPN (Hardware): DACS, Multiplexers, D4 Channel Bank, DID trunks, Centrex, PBX’s.

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