Project Management
Resume:
C i s a l e y T a y l o r
*******@*****.***
Decatur, GA 30035
(404)
917.4850
PROFESSIONAL SUMMARY
Results-oriented Telecommunications Specialist with dynamic leadership
abilities in process improvement plans. Analysis/Problem Solving Expert.
Strong experience resolving wireless carrier technical issues. Ability to
manage multiple projects simultaneously and ensure flawless new service and
product introduction. Strong background/knowledge of the wireless industry.
Proficient with PC applications including Microsoft office suites and
operating environments. Exceptional Verbal, written, problem solving and
communication skills.
Software &Technical Proficiency
Software: Various email packages; All Windows Operating Systems, MS Excel
Advanced, MS Access/SQL Server, Data Analysis Charting and Trending,
Project Management, Networking: TCT/IP, DNS, DHCP, WINS, Ethernet,
Hardware: Servers, Hubs, Routers, and Switches.
Employment History
Cox Enterprises, Inc October 2013 - Present
Contracted by CCCi
Wireless Engineer
. As a member of the Corporate Wireless Engineering team, I am
responsible for, but not limited to all the following for Cox
Enterprise Inc. and its subsidiaries (Cox Communication, Manheim, Auto
trader, and Cox Media Group):
. Ability to manage day to day wireless activities to include carrier
portal administration. Create, update, monitor and close helpdesk
tickets accurately and promptly using REMEDY and AXIOM IT support
platforms for wireless device support, upgrades, technical issues and
inquiries.
. Provides troubleshooting, wireless guidance, support and device
tutorial training to VP's, Directors and Cox Corporate employees for
various smartphone/hotspot/tablet platforms i.e. Apple, Android,
Blackberry and Windows OS compatible devices.
. Provides remote and face to face interaction for voice and data
services, ensuring accurate orders are placed using Cox's Global
Solutions provider Dimension Data (NEXTEM).
. Assist with the installation of Corporate Enterprise MDM management
software such as BlackBerry BES, AirWatch.
. Works closely with vendors and account representatives (At&t, T-
Mobile, Sprint, and Verizon) to ensure activation of new services,
cancellation of existing service, and change of carrier or liability.
. Assist with mobile applications Testing and Distribution.
. Assist in the documenting and maintaining all enterprise
administrative technical documentation.
. Interact with the AirWatch MDM vendor solution(s) support team in
resolving advanced enterprise support.
. Provides process information to the telecom group for expansion or
strategic related projects.
. Performs on-site analysis, diagnosis, and resolution for messaging,
mobility problems, and provide recommended potential solutions.
. Possess excellent project management, vendor management and
communication skills.
AT&T Mobility - Atlanta, GA June 2006 - August 2012
Senior CS-OPS Specialist
. Served as a New Product Incubator and advanced Data/Voice Network
Support Analyst for AT&T Mobility. Responsible for all aspects of
assigned project/projects for or within the Data/Voice Network
organization delivering the project within the identified timeframe.
Develop resource plans to support new service introduction schedules
and transfer of ownership.
. Strong knowledge of telecommunications network infrastructure Project
Management structure and lifecycle, cellular network deployment,
cellular network, and understanding of the Network function processes.
. Develops methods to measure customer satisfaction, establishes and
implements project management processes and methodologies to ensure
projects are delivered on time, within budget, adhere to high-quality
standards, and meet customer expectations
. Provided advanced support to critical tickets and for data/voice and
network service inquiries on incubated products and services related
to GPRS/EDGE/UMTS/4G/LTE devices and high end products such as
Microcell, PalmOne, Android, Iphone, Blackberry (RIM), etc.
. All interactions are tracked via web interface using the CTS Ticketing
System, Clarify Ticketing/Tracking System.
. Scanned several queues, to identify case trends and create parent
cases as reference to needed proper groups and/or vendors for
resolution. Collects data to identify root cause of network problem.
Each case was tracked until resolve.
. Personally selected to manage open tickets specific to our Xpressmail
application changes and issues.
. Single Point of contact on end to end management of assigned
(large,/multiple) projects, completing projects within allotted
timeline.
. Attended Seven Support bridge calls for updated Xpressmail application
changes. Also, engaged the Seven Support Vendor and AT&T's Xpressmail
Platform Engineers of possible known outages within the application.
Sets and manages client expectations, managing and escalating issues
and perform change impact analysis, and assign tasks to project team
members.
. Facilitated, organize, submit agendas and technical writing to
management that organized Xpressmail training and updates for AT&T
groups.
Selected Achievements:
V Promoted to Xpressmail Subject Matter Expert for vendor Seven
Support July 12, 2008.
V Promoted to the Clarify Team August, 8 2007
V Recognized for the best QA scores several times during my tenure
ClientLogic - Starkville, MS May 2001 - January 2006
Computer Technical Support
. Answered inbound calls in support of customer needs dealing with
software products, hardware and their requirements within related
industries.
. Recommend hardware and software solutions and upgrades using
established procurement processes. Expertly installed, configured,
monitored and troubleshot PC's and related hardware on all OS
platforms.
. Direct and managed special projects, to include handling Fortune 500
company accounts
. Demonstrated an attitude geared towards Customer satisfaction and
business efficiency with honest and open dialogue with peers and
management.
. Handled and designated projects such as the development and delivery
of up to date training materials to Dell Incorporated
. Increased work group effectiveness & helping to achieve operational
excellence.
. Responsible for all escalations including activations and parts and
component replacement.
Education:
Mississippi State University Bachelor of Science in Information Technology
Services
August 2000 - Present; GPA 3.2/4.0 scale.
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