Sales Customer Service

Barbara Daye

*******@*******.***

336-***-****

Professional Experience

Alphanumeric Systems INC,

**/****- **/****

UNC EPIC Help Desk Associate/Go Live Project (Temporary Position)

. Answer calls coming in from UNC Healthcare Facilities, clinics and

Physician offices

. Log all calls in the HEAT systems and troubleshoot basic problems

using EPIC

. Assign priority status to the ticket based on the severity of the

issue

. Follow up with customer and take ownership of the tickets assigned

until resolved

. Work Low priority tickets coming into e-mail queue

. Assist other reps with ticket and system issued

. Work along with UNC ISD Management by keeping them abreast of issues

. Monitor work queue to ensure calls are being answered promptly and

efficiently

Alaska Communications 4/2013

- 08/2013

Order Specialist-Data Integrity (Contract / Remote Position)

. Systems used Martens, AS400 (CABS and Siebel) Billing Systems, Sparks

Order Entry.

. Reviewed current install and change orders in Sparks system to

determine if the data needed corrections

. Reviewed data in both billing systems to determine if circuits were

being billed and if billing data was accurate

. Verified if Martens network locations were matching the Sparks order,

Sparks CLR and Visio drawings

. Checked Sparks tables to verify CLLI codes, customer addresses,

products and circuit type

. Notified ACS project leaders of any inaccuracies between the Martens,

AS400 and Sparks that required fixes by database analyst.

. Determined task dates after completion of order entry adhering to ACS

standards.

. Tracked order through completion using the Work Management Queue

. Updated Master circuit Increase/Decrease circuit report with new order

number and date of completion

. Attended weekly status calls with other teammates and the client

Paetec Communications 10/2011

- 4/2012

Equipment Mapping Analyst (Contract/Remote Position)

. Maintained spreadsheets on all equipment parts and associated vendors,

i.e. Cisco, ADC, ADTRAN 6100, Alcatel, etc.

. Analyzed and migrated equipment data from existing models built in F&E

and map a new layout as it correlates to the new database METASOLV

(M6)

. Performed F&E database analysis to ensure data integrity for

preparation of a database migration

. Verified locations, builds, and placement of equipment, ports and

slots with ability to navigate multiple databases

. Participated on cross-functional team conference calls ensure

implementation schedules are adhered to as per client specifications.

. Detected inconsistent models of equipment in F&E as it compares to the

specific vendors spec sheets

T-Mobile, Parsippany, NJ

3/2011 - 8/2011

Transport Reinvent Engineer / Disconnect Project (Contractor)

. Reviewed IUB, ABIS, 2G and 3G DS-1 circuits for Pure IP/Ethernet

opportunities

. Coded and Status updates made in to DS-1 paths for all TDMA and GSM

circuits

. Processed Homer Pure IP work orders for migration teams

. Modified GRANITE paths and segments to disconnect status post

migration

. Trained for GRANITE 7.2

. Interacted closely with Transport Design and Provisioning

AT&T Mobility, Glen Allen, VA

1/2010 - 3/2011

Project Manager/RAN Transport Circuit Designer (Contractor)

. Designed DS1 TDMA and GSM path spans between AT&T switch locations and

cell sites

. Assigned transport CFA to DS1 path spans using LEC/CLEC facilities

. Created DS1 IUB Growth Paths and segments in GRANITE

. Created CTS tickets and GRANITE WORKS work orders

. Designed and terminated on UMTS Node B equipment

. Modified path spans and segments for post Node B rehomes

. Reviewed decommissioned circuits in GRANITE against billing data to

ensure billing ceases

. Correspond with various 3rd party vendors disputing bills and

requesting traffic verification

. Created CTS tickets for internal field techs to verify traffic on

potential disconnects

. Attended weekly status conference calls to discuss potential savings,

status updates and open issues

. Submitted ASR via VFO for circuits no longer carrying traffic to

ensure cost savings

. Updated and corrected GRANITE to adhere to Data Integrity standards

. Submitted E911, T1, DS3 and Trunk orders to approved LEC/CLEC

. Restored and updated GRANITE paths/segments for data integrity

. Resolved billing issues with various vendors and tracked issues from

cradle to grave

. Performed research on circuits for possible disconnects and/or

grooming

. Attended and productively participated in User Acceptance Training for

GRANITE Works

. Maintained working relationships with telecom vendors, (LEC/CLEC)

. Managed equipment in GRANITE and Build equipment in GRANITE

T-Mobile-Parsippany, NJ

1/2007 - 12/2009

Transport Design Engineer/ Mapping Design Engineer (Contractor)

. Analyzed DS1-TDMA and GSM circuits for disconnect projects

. Created spreadsheets for NE Region to document disconnect candidates

. Updated GRANITE (Xpercom) to reflect pending disconnect status

. Documented DS1 path id and vendor segment id in Homer database

. Completed Equipment mapping in GRANITE

. Assigned mapping and design to DS-1 circuits such as IMT, PSTN, MPLS,

VOIP, Cell Sites, etc. using GRANITE 6.3 application

. Port mapped SONET bandwidth into (DS-1: 1.544 Mbit/s) using GRANITE

6.3

. Port mapped STS-1 into 7 VTG with 4 DS-1s per VTG totaling 28 DS-1s

. Responsible for checking DACS to verify cross connects

. Processed work orders using Homer Database

. Familiar with Spatial, WinFol Insite GRANITE, Homer and REACT Testing

Manager

. Processed BSC Rehome, ALINK, AGPRS, DACS Connections, OC-3

Terminations and Hot Cut orders as needed

. Equipment used are as follows: Alcatel-Lucent Spatial MGW, Ericsson

Call Server, Nortel BSC, MSC, Tellabs Titan 5500 DACS, Tellabs Titan

5500 DACS

Verizon Business, Greenbelt, MD

3/2004 - 07/2006

Circuit Design Engineer (Contractor)

. Ordered Access facilities through various LEC and CLEC vendors

. Knowledge of Verizon CSG (Carrier Gateway Services) and VFO (WISOR)

. Ordered and designed OC-3, OC-12, OC-48 and OC-192 using SONET/DWDM

Lambda Extreme Network

. Designed facilities in Xing/GRANITE using the DLR provided by the

vendors

. Created LEC segments in Xing/GRANITE

. Supported transport engineers with order requirements

. Communicate effectively with various internal and external groups

. Escalated when appropriate to ensure timely delivery of circuits

. Maintained records on each transport circuit design order

. Kept management informed on possible missed orders due to vendors late

delivery

. Attended various meetings and conference calls when needed

Progress Telecom, St. Pete, FL

2/2002 - 2/2004

Service Delivery Coordinator / Circuit Design Engineer

. Coordinated and installed service orders in METASOLV TBS system in

preparation for circuit designing, provisioning and circuit turn-up

for DS-1, DS-3 and OCN circuits

. Ordered cross connects via external vendors using various automated

systems

. Tracked orders for firm order confirmations and delivery of circuits

from vendors

. Met and exceeded established service delivery intervals

. Support Sales Team with ensuring the service order was accurate for

order entry

. Kept Sales teams informed on any issues that needed attention to

ensure customer due date was m

MCI Telecommunications 11/1992

- 12/2001

Network Install Tech-Field Operations, New York, NY

. Installed network mux paths between MCI network sites in preparation

of connectivity of customer circuits

. Performed DXC cross connects via wideband and broadband DXC(s)

. Tested and accepted local loops from LEC using T-Bred test equipment

. Wired up circuit paths on M13 frame and assigned echo chancellors

. Set up framing and line coding using D4/AMI and ESF/B8ZS

. Performed DS-3 moves for monthly maintenance windows

Customer Access Provisioner, Reston, VA

. Managed assigned territories utilizing fiber optic capacity from DS0 -

OC192 level

. Verified and approved service orders prior to provisioning

. Provisioned Private Line, Frame Relay, ATM, Broadband, etc.

. Processed Special Access ASR using assigned CFA from various LEC/CLEC

. Tracked, designed and coordinated service orders end to end

. Wrote mux messages for network paths using MECCA

. Knowledge of CEWS, MECCA, NETPRO, COMS and OCIS systems

Sales Support Administrator/Commissions Analyst, Greensboro, NC

. Worked in local sales office supporting Sales Reps in all aspects of

sales orders

. Used BUC$ system to enter sales reps orders and track sales quotas

. Input and tracked sales contest data

. Professionally trained by MCI Commissions Group on rules and

regulations of paying commissions

. Prepared monthly reports showing all sales activity per sales rep

. Entered chargebacks in system for sales reps when customers cancelled

service before allotted timeframes

. Attended weekly sales meetings to give a report on sales quotas as a

branch office

Customer Service/Partner Marketing Professional, Hunt Valley, MD

. Processed inbound and outbound calls to MCI customers

. Discussed services and products with MCI customers based on usage

patterns

. Reviewed monthly billing invoices with customers educating them on

billing charges

. Researched billing discrepancies and explained to customers my

findings

. Provided account credits when warranted

. Educated customers on MCI products and services savings opportunities

. Supported my team by maintaining sales goals and being a solid team

player

. Assisted team leader with follow up responsibilities and preparation

of status reports for weekly team meetings

. Cross trained in other areas: Call Monitoring, Coaching and

Development of new reps

. Participated in team and call center incentives and contest

RIGGS National Bank Washington, DC

8/1983-10/1992

Branch Banking Officer/Operations Manager

. Managed day to day branch banking operations (Safe Deposit, Teller

Line, ATM and New Accounts)

. Performed daily and monthly audits on vault cash and teller drawers

. Serviced branch ATM by adding cash to canisters and computer tape.

. Troubleshoot ATM when inoperable

. Audited and balanced ATM at end of business day

. Researched transactions that caused tellers to be out of balanced

. Served on the Branch Automation Team working closely with Software

Developers

. Provided input on teller procedures manual

. Trained over 30 branches on how to use branch automation system

. Assisted platform customers with new accounts, CD's, and new safe

deposit boxes

. Attended monthly branch management meetings at corporate headquarters

Education

Walter M. Williams High School, Burlington, NC: High School Diploma:

1976

Alamance Community College, Haw River, NC: Attended for Banking and Finance

9/1976 - 9/1977

REFERENCES AVAILABLE UPON REQUEST

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