Project Manager Customer Service
Resume:
Marta Sterrett Weston
Contractor
Bridgewater, NJ 08807
ac5j9l@r.postjobfree.com
• Many years of experience in the customer service/ telecommunications industry.
• Proven ability to develop, lead, and manage projects.
• Extensive experience in dealing with vendors, business partners, and peers.
• Outstanding customer relationship skills.
• Excellent organizational and interpersonal skills.
• Ability to multi-task and work independently in a team environment
• Expert PC skills.
Work Experience
Caregiver
Family
December 2015 to June 2017
Caring for a family member
Yoga thank goodness!
Contractor
Ask Staffing - Piscataway, NJ
November 2012 to November 2015
Network Services/Support
• Team Lead for CADM Resolution. Issued orders through Giom or RDS to remove tn's from ABN or AIO accounts that were porting to BVoip service to ensure successful billing
• Provided provisioning support and guidance to BVOIP customers, successfully managing all projects from receipt to completion, representing customer requirements throughout a project.
• Conduct technical interview, interface with the necessary workgroups to resolve any issues or automation
fall-out.
• Coordinate and act as lead contact for internal and external communication.
• Implement changes to new or existing products and features. Utilized - GCSM, USRP, VIT, ROME, EFMS-MS, GIOM, InStar, BMOR, IP Central, VoIP Tools, Emacd, RDS, CIA, WATSSOP, INSTAR, Microsoft Outlook, LNS, Contractor
TekSystems - Mountain Lakes, NJ
November 2011 to July 2012
Provisioning Project Manager
• Managed OC48 disconnect project - disconnecting all circuits on the ring that have been replaced at client locations with MPLS circuits to realize a savings of thousands of dollars monthly.
• Placed maintenance tickets for down circuits, miscellaneous orders for upgrades, moves, changes.
• Managed Sprint MPLS project which involved procuring price quotes for replacing backup legacy circuits with Sprint MPLS T1's and DS3's or Ethernet circuits.
Once quotes were approved confirmed site information, designed DS1's, DS3's and ethernet circuits, tracked milestones, advised clients of lec install dates, placed disconnects for the legacy circuits that were replaced with MPLS.
Contractor
TekSystems - Parsippany, NJ
September 2011 to November 2011
Project Manager/ Transport
• Issued path revisions in Granite for the Migration of the existing 2G TDM traffic to a Pure IP configuration.
• •Build of the ALU 7705 Cell Site Router for each cell site.
• Moving of the 3G traffic to the Node "B" to be supplied from the 7705 instead of coming from the Cell site NID.
• The ALU 7705 provides the replacement T-1's to the 2G platforms in order to be able to disconnect the existing T-1's to realize a savings of millions of dollars. Contractor
Goodman Networks
2010 to June 2011
for AT&T - remote/home
Network Services/Project Management
• Responsible for Ethernet and T1.5 Designs of Cell Sites in the Midwest Region using Granite 7.1 Database Inventory Client. Built hardware equipment shelves (RJ45/NTE, Enode B & SIAD) at cell-sites using Ericsson, Alcatel & Ciena vendors.
• Issued site walk inquiries for new site builds.
• Sent Access Service Requests (ASR) to Local Exchange Carriers (LEC) or off-net vendor for local loop implementation.
• •99% on-time design and provisioning performance.
• Project managed all orders from start to finish keeping 99% on-time order performance.
• •Updated order logs with FOC and other pertinent information.
• •Implemented customer care, expedite and escalation procedures.
• Utilized Granite, Webxng, VFO, CSG, Access Ordering, CTS, Oracle, Sharepoint, Excel, and other applications.
• Ethernet training
Customer Care/Project Management/Vendor Escalations Verizon Business - Piscataway, NJ
2006 to 2009
Interfaced with customers and vendors to assure timely provisioning of new circuits and coordinate cut-over circuits.
• Processed Access Service Requests (ASR's). Utilized many provisioning applications including Granite
(Xng), F&E, Actiview, Cameo, Mecca, Pocits, CSR, CLR, and ART.
• Resolved any related issues that might delay completion of circuit delivery.
• Escalated to appropriate vendor any delay in order process. Provided status of escalations on a daily basis to clients.
• Maintained tracking of all problem circuits and resolution of same in Excel and Actiview. Executive Administrator
The Reynolds Group, Inc - Raritan, NJ
2003 to 2006
• Supported the President, two Vice Presidents, Engineering Division and Surveying Department.
• Handled client inquiries. Initiated, tracked and coordinated job proposals and updates.
• Finalized surveying proposals, deeds, engineering proposals, and landscaping jobs.
• Responsible for office supplies inventory management.
• Managed business travel reservations (air, hotel, and other logistics) and expense reporting.
• Maintained and updated client/prospect information.
• Assisted in proposal/presentation generation, event and meeting coordination, and coordination with building management.
Provisioning/Project Manager
AT&T SOLUTIONS - Bridgewater, NJ
January 2000 to 2003
• Primary interface to several Fortune 500 companies provisioning various circuits to customer requirements on Private Line, Frame, T3/45, T1, ISDN, PRI, DSL, and voice.
• •Daily contact with external customer contacts to handle inquiries, complaints, and deliverables.
• Led the network transformation of Bank One and General Motors Corporation, ensuring on-time and accurate delivery of project specifications.
• Coordinated configuration and engineering procedures with Implementation Managers and Integration Managers for all circuits.
• Tracked circuit provisioning through completion and handled expedites and escalations for priority issues.
• Acted as liaison between AT&T clients and all Local Exchange Carrier's (Ameritech, Verizon, Qwest, MCI etc.) and other vendors to achieve on-time order delivery.
• Assisted inventory team to ensure scheduled end-to-end completion of service for customer.
• Provided Excel metric reporting to the clients.
• Documented the Methods and Procedures for various AT&T provisioning systems.
• Employee of the month -2002
Education
Associates
Marietta College - Marietta, OH
Groups
Volunteer/teacher
Somerville Elks
Chi Omega sority
United Way
Yoga Teacher certification
Additional Information
Training and Skills
• Sharepoint, Windows, MS Word, MS Excel, MS Project, Microsoft Outlook, PowerPoint, Lotus Notes, Sametime, Adobe PageMaker, Visio, Salesforce training.
• Customer Satisfaction Skills Training
• Verizon applications - Granite (XNG) EASR, EWPTS, F&E, Actiview, Cameo, CSG, ART.
• AT&T systems: Sots, USRP, PLOT, IOM, Vantive, Icore. Tirks, Pocits, Aise, and other Provisioning Databases.
. T-Mobile systems: Homer, Granite
• Octel Voicemail, Norstar PBX and Voicemail, ISDN Installation and Maintenance, Basic Transmission, SLC 96.
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