Customer Service Project Management

Chonda Watts

Senior IT Telecommunications Analyst

Irving, TX

******@*****.*** - 817-***-****

To enter into a company where I can gain knowledge and abilityto fully utilize and integrate my sixteen years of experience in telecommunications, analyzing accounts and deescalation,project managing, and support services into a technical field position as an individual or as part as a team group Authorized to work in the US for any employer

WORK EXPERIENCE

Team Leader / Project Manager

Verizon Wireless / Wireless Data and Network Support (NRB) - Southlake, TX - July 2008 to December 2015

• Defined the project management process and application

• Developed training guides for GPS/Analyzed stats of performance

• Application of project resources with prepared and management approved project plans

• Analyzed risk and instigate avoidance activities

• Analyzed the actual performance against the plan and make adjustments consistent with plan objectives

• Arbitrated and resolved conflict and interface problems

• Establish contingency plans and identify trigger events and responsibility for initiating corrective action

• Handled escalated customer calls and completing follow up research Associate Technician

Verizon Wireless / Wireless Data and Network Support (NRB) - Southlake, TX - June 2005 to July 2008 Continuation of Technical Analyst responsibilities along with promoted duties

• Identified efficiencies to reduce cycle time in resolving customer reported troubles

• Interfacing with vendors such as Application Service Providers (ASP's) and infrastructure providers to ensure that defects in software or hardware are corrected at the point of manufacture Technical Analyst - Lead for Wireless Data Tech Support Verizon Wireless / Wireless Data and Network Support (NRB) - Houston, TX - October 2002 to June 2005

• Provided continuous assistance to Wireless Data Technical Support Coordinators

• Tracking of customer impacting issues and escalates to the appropriate department

• Provided workflow feedback to WDTS Coordinators to ensure completion of daily work in a timely and efficient manner

• Prepared test plans, data, and user documentation for customer billing system

• Problem-solved hardware issues with fault-tolerant hard drives EDUCATION

Diploma in Electronics

Barbra Jordon High School for Careers - Houston, TX 1989 to 1993

Computer Tech Program

ITT TECHNICAL INSTITUTE - Houston, TX

SKILLS

Microsoft Office (10+ years), Network Design (10+ years), Network Topologies (10+ years), Lucent (10+ years), Nortel (10+ years), Customer Service (10+ years), Team Building (8 years), Project Management

(10+ years), Wireless (10+ years), Wireless Telecommunications (10+ years), Electronics (10+ years), Topographics (10+ years), It Project Management (10+ years)

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