Customer Service Project Manager

Pamela Milton

P.O Box **** • Marietta, GA. *****

Phone: 678-***-**** • E mail **********@*******.***

Objective

Experienced, hands on professional Project Coordinator with extensive business experience, a

solid education in technology, and management strengths would be maximized for favorable

results. Provide effective customer service, prepare and maintain detailed records and reports,

experience in handling confidential paperwork

Highlights of Skills

Microsoft Office 1997 2007 ● Microsoft Outlook 2007 ● Windows 95/98, NT, ME, 2000,

XP Vista, 7 ●

Lotus Notes 6 ● Internet Support ● Project Coordinator ● Visual Basic 6 ● Internet Explorer

6.0 8 ● Ten Key ● Clarity ● Macintosh ● 7.0 X ● HTML ● XHTML ● Computer Networking ●

Project Management ● LINUX ● VMX & DMX ●Frames ● Palm Desktop 4.0.1 for Windows ●

Wireless Technologies ● IBM ThinkPad ● Lenovo ●HEAT● I HEAT ●SharePoint ● Eventum ●

Storage Area Network ● Windows Mobile (Push Talk Mobility) ● End – User Support ● Network

Attached Storage ● VPN ●Implementation of Voice, Frame Relay, and IP ● GCSM ● USRP ●

VIT ● ROME ● EFMS MS ●GIOM ● InStar ●BMOR ● IP Central

Professional Experience

Q & C Brothers Enterprise (Contract Remote) 2009

Present

Project Management/Network Provision 2013

• Provide a high level of skills in identification and resolution of complex product/service

problems. conducting complex system emulation/simulation activities to identify problems

• Coordinate with Network/Engineering on system modifications/changes and problem

resolution with Field staff.

• Providing provisioning support and guidance to our BVOIP customers

• Successfully managing all projects from receipt to completion

• Responsible for conducting complex system emulation/simulation activities to identify

problems

• Representing customer requirements throughout a project

• Conducts technical interview

• Interface with the necessary workgroups to resolve an issues or automation fall out

• Coordinates and act as lead contact for internal and external communication

• Implement changes to new or existing products and features and will need to have the

use skills as a seasoned

• Experienced professional with a full understanding of industry practices and company

policies and procedures

• Strong project management skills to aggressively meet the expected timelines

• Excellent project management skills to coordinate multiple high profile projects

• Broad telecommunications experience a desired skill. Existing skills with these systems

desired: GCSM, USRP, VIT, ROME, EFMS MS, GIOM, InStar, BMOR, IP Central.

Q & C Brothers Enterprise (Contract Remote) 2009 –

2012

Service Delivery /Project Coordinator/ Implementation Project Manager 2012

• Schedule and perform provisioning test and turn up of Ethernet and VPN circuits through to

completion

• Served as primary Project Manager for all installation activities and managed the life cycle of

the installation process, overseeing the design and engineering

• Superb attention to detail and punctuality with an aptitude for effectively sharing

information and procedures

• Ensure critical date completion with Clarify planner as order progresses

• Provide proactive status and communication to client,

• Managed multiple projects.

• Implement Tape Backup/ Add Storage to Existing Servers/ Modify Existing Backup/

• Continuously monitored project process and proactively worked to identify and resolve issues.

• Implementation of network voice, data and Internet services

• Created complex network circuit configuration and network diagrams

• Exceptional time management, multi tasking, and follow up skills.

• Placing special emphasis on circuit orders, network architecture, engineering and functionality

• Create and update complex network circuit configuration, spreadsheet matrix and network

diagrams

• Coordinate scheduling of all appropriate resources based on scope of project and time of

planned activity.

• Build Storage / Attach Host server to SAN/NAS/ Allocate Storage to New Servers

• Provision SAN/NAS Array / Add Storage to Existing Servers

• Implement Tape Backup / Modify Existing Backup

• Update the notes in the Storage Database Request to track work request

• Present LUN’s to host / Connect Host to array LUN

• Dispatch the completed order to the appropriate maintenance teams for circuits and router

acceptance.

• Implementation of Performance Reporting & Systems Evaluation

• Supervise and track critical dates and milestones of appropriate order elements via application

project management tool.

• Monitor Ethernet and VPN circuits for maintenance acceptance.

• Responsible for troubleshooting SONET and fiber issues using both the Cisco and Juniper

platforms with any of the following: protocol analyzers, bit error rate testers, traffic generators or

network packet sniffers.

• Coordinated provisioning functions with sales, customers, engineering and vendors

Customer Service/Technical Support (remote) 2010 –

2011

Technical & Functional Customer Support (seasonal remote) 2010

Senior Operations Customer Service Manager (remote) 2009

2008

Cor Tech

Helpdesk / Desktop Support (Ratio Solution contract)

Agentek Inc. 2007 – 2008

IT Field Support Technician\ Agent Fleet Specialist

APEX Temp Service (contract) 2007

Software Trainer / Transcription Service Optimization

Computer Generated Solutions (contract) 2007

Remote Technical Support

CarMax Auto Finance 2005 –

2007

Inbound/Customer Service Representative P/T

Wireless Generation (contract) 2005

2006

Tech Support/Customer Care Specialist

Compaq Computers 2000 2002

Technical Support Specialist/ Assistant Lead

Delta Airlines 2003 –

2005

Reservation Sales & Services Representative

Education

Herzing College

Bachelor of Science in Computer Information System 2000

2003

Bachelor of Science in Technology Management 2005

2006

Contact this candidate