Telecommunication Professional

ANNE WILLIAMS

Fairfield, California

Mobile: 510-***-**** • *******@*****.***

Professional Summary

Technical solution management professional with 17 years experience with circuit provisioning. Extensive experience in applying superb technical talents to translate client visions into strategies that exceed expectations. Skilled in maximizing resources, value, and efficiency. Dedicated and hardworking with internal drive to deliver excellence. PROFESSIONAL HISTORY

Earned the AT&T Service Hero Award for the “End Office Interconnection Effort," resulting in monthly revenue of $113K.

Received a Letter of Honor in regard to vital IRS Project that produced over $5M.

Winner of the SBC West President’s Star Performance Award on the John Muir Multi Service Optical Network Ring generating $3.8M over the lifespan of the contract.

Winner of “The AT&T Service Excellent Award” Outstanding Leadership and Design knowledge. SOUTHWEST AIRLINES, San Francisco, CA

Customer Service Agent 2018-2018

• Processed reservation, coordinated stand-by and monitored cabin availability.

• Address passenger concerns regarding seating, connecting flight information, and special assistance.

• Announced flight status updates and information about gate changes over airports PA.

• Tagged checked baggage with appropriate destination and collected baggage charges.

• Locate and return lost baggage and assist customer in processing damage bags.

• Issued travel and hotel vouchers for passengers on overbooked and cancelled flights.

• Reinforced compliance with FAA, Southwest Airline, and airport regulations. AT&T, Remote Work

Sr. Specialist Network Support 2012-2016

• Managed design requirements, testing, planning and implementation of new software, hardware and applications relative to new product delivery; accountable for systems architecture and process enhancements for 21 State Customer Service Design Center (CSDC)

• Trained, coordinated, provisioned, implemented service delivery for Hi-Capacity, Specials Service, and Ethernet. SONET, ASE Out of Region (OOR), 10GLAN, 10GWAN, OC192 transported with OTN, GigE, E1, IPAG EoCu, CNL, INL, OPT-E-MAN AT&T Switched Ethernet, Metro Ethernet over Wavelength Dedicated Ring/Channel Protections and Link Connectivity, Virtual Ethernet Service (VES) for 21 State CSDC.

• Developed business cases and defining technical requirement for clients, and engineers.

• Communicated with customers, service executives, and/or marketing staff to determine customer needs.

• Assumed Subject Matter Expertise position for the support of the Total Network Provisioning System such as TIRKS, CANOPI, WFA/C, GRANITE, EXACT, Galaxy, AMOS, SORD, and HiPRO; member of steering committee for new BPA telecom database (HiPRO) to streamline and standardize the processing of high capacity services, improving customer provisioning and satisfaction.

• Delivered technical support 24X7 to address out of service clients escalation and leadership skills to recover from the most complex network problems.

• Analyzed technology, resource needs, and market demand, to plan and assess the feasibility of projects.

• Estimated time needed to complete projects.

• Developed procedures to track, projects, and report network availability, reliability, capacity, or utilization.

• Authored procedure manuals and identified root cause resolution; implementation design changes and work around.

ANNE WILLIAMS

Fairfield, California

Mobile: 510-***-**** • *******@*****.***

AT&T, San Ramon, CA

Manager Circuit Provisioning Design Center 2008-2012

• Supervised design engineers in provisioning, training, and implementation of network solutions.

• Determined user requirements and design specifications for telecommunication networks.

• Directed, reviewed and approved network design and changes.

• Adjusted network sizes to meet volume or capacity demands.

• Developed conceptual, logical, or physical network designs.

• Administered quality of work checks by monitoring network design to ensure integrity, minimize errors and track operative performance.

• Communicated with customers, account executives, and/or marketing staff to determine customer needs.

• Demonstrated daily strong leadership skills closing the Circuit Provisioning Center.

• Provided technical and operation expertise in process and procedures.

• Coordinated and directed projects, making detailed plans to accomplish goals and directing the integration of network activities.

• Conducted ongoing internal team meetings to set priorities and timely resolve outstanding issues.

• Performed administrative function such as reviewing and writing reports, and enforcing rules.

• Managed the Circuit Provisioning Design Center in the absence of chief level management.

• Analyzed and diagnose root cause and execute solutions for order process issues to ensure timely problem resolution.

AT&T, San Ramon, CA

Circuit Provisioning Design Engineer 2001-2008

• Project managed order validation, capacity, verification, design, status managements, and provision Hi- Capacity, Special Service, and Ethernet circuit design for the Northern California IEC/CLEC.

• Gained subject matter expertise on complex design for DS1, DS3 OCN, SONET, Video, Radio, EoS, EoCu, MON, OPT-E-MAN/CSME, LATA, Waveman, Decaman, GigaMAN, and Fiber Advantage.

• Created plans for circuit migrations off old rings and onto new rings; created spreadsheets of rings channels and paths; CFA rolls.

• Coordinated network operations and maintenance.

• Conferred with management to discuss network specifications and procedures.

• Interpreted Customer ASR Order requests; company initiated infrastructure Re-arrangement; Engineering Facility Orders (WO); Engineering Work Orders (EWO).

• Utilized TIRKS application to assign inter/intra-office facility and central office equipment inventory, track its associated circuit order activity, determined levels of inventory utilization and inventory additions.

• Prepared and distributed of the Design Layout Record (DLR), Work Order and Record Details (WORD) documents; provided FOC response for DS1, DS3 and Trunks ASRs to ASC, BCS and LSC.

• Successfully managed the team in the absence of management; offered technical guidance and expertise to circuit installation and maintenance forces on design problems.

• Provided effective training on new procedures, products, and processes. EDUCATION

University of Phoenix, Pleasanton, CA

30 credit hours completed toward Associate Degree in Information Technology PROFESSIONAL DEVELOPMENT & CERTIFICATION

Accolades: Construction and Engineering (C&E) SVP Recognition: Technical Lead working to deploy two COW’s

(Cell On Wheels) to provide capacity at the AT&T Pro-Am C&E SVP Recognition (2011) Led highly visible technical training of a new product IPAG CNL/INL and UNI Port Orders (2010) CPC Employee of the Month for the highest for AVO processed and FOC’d on time with z zero% error rate (2001)

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