Brenda F. Martin

Waldorf Maryland, *****

Home: 301-***-**** – Cell: 301-***-****

ac2ial@r.postjobfree.com

Highlights

Extensive years of progressive experience in Telecom and Data Systems processes

Detail background in fraud management, provisioning and providing outstanding customer service

Strong team leadership skills with numerous awards in the telecommunications arena

Proven communication skills

Efficient is OSS platforms such as AVOM, Granite/Xng, Neustar and NetProv Billing

Experience

Customer Implementation Analyst – Charter Communications

Herndon, Va. September 2015-July 2017

Assist and support internal orders from order entry through implementation

Assist the various internal groups to ensure service delivery within standard intervals

Assist the various internal customers to verify order details

Monitor internal customer orders in Salesforce.com

Provide internal customers with timely order updates

Assist with any internal order process development and documentation efforts

Assist with tracking and reporting completion intervals of the various internal order phases

Acts as an internal order resource and improve the customer experience

TWC Internal Orders supporting several cross-functional teams

Customer Service Coordinator- Time Warner Cable

Herndon, Va. January 2013 – September 2015

Orders, tracks and reports on all circuit activation activity

Interfaces with LEC, RBOC and ISP to ensure timely delivery of circuits

Manage, track and report on all On-Net and Off-Net circuit installations

Manage the procurement and installation of equipment to be installed in an ISP or End Office location for the circuit terminations

Responsible for issuing ASOG compliant transport and trunk orders to LEC and CLEC partners via GUI portal

Creating circuit segments and circuit paths in Granite

Maintaining Revenue Assurance in NetProv Billing Database

Manage and order Cross Connects, Space and Power requests to completion

Review and disconnect circuit bandwidth for Network Optimization orders

Customer Service Analyst – AT&T Mobility

Alpharetta, Ga.(Telework) July 2010-Novemebr 2013

Perform economic and other analysis as required to achieve the best least cost routing

Issues ASR’s to LEC using WebVFO/LEC web tools and coordinate with vendors to ensure on-time delivery with entrance facilities, tracked critical milestones

Experience ordering OC-3’s and DS-3s voice or data circuits

Responsible for issuing ASR’s trunk orders from AT&T to ILEC and CLEC partners

Manage critical milestones (FOC & DLR)

Order, Track and report on all circuit activation

Submit centralized ticket system (CTS) when re-grooms or migrations are required

Used the Mobility Transport Network Optimization (MTNO) web tool to update monthly recurring charges, disconnect orders, and provide the total annual savings once the service is disconnected

Long Distance/Program Manager – Verizon GNS

Ashburn, Va. September 2006-April 2010

Managing vendor issues including FOC (firm order commitment), ordering clarifications, service delivery and 1st level of escalation for overdue FOC’s

Proactively monitor circuit activity from start to finish including the tracking and reporting of order status

Manage order activity in Lucent OSS platforms such as AVOM, Granite/XNG, Remedy and various vendor tools and applications

Proactively resolve change requests and implementation errors and provide cross training to peers and other team members as necessary

Provide support for projects, network rearrangements and weekly reports for past due circuits

Worked closely with VZB, LEC, ORC and NOC to ensure installation and hot cut processes

Supplier Provisioning Support – Verizon GNS

Arlington, Va. April 2005 – September 2006

Track and report supplier awards

Facilitate weekly status calls with suppliers

Monitor and track service orders from creation to completion

Manage order activity in Lucent OSS platforms such as AVOM, Granite/Xng, Remedy and other various vendor tools and applications

Manage critical milestones (FOC & DLR)

Coordinate test and turn up

Serve as single point of contact for supplier escalations (Network Infrastructure)

Achievements

MCI WorldCom – All Star Award

MCI Telecommunications – Circle of Excellence

MCI Telecommunications – Achievers Awards

MCI Telecommunications – VP Finance Circle Award

Contact this candidate