Gillian Williams

* ****** ** ****** *****, MD ***17 410-***-**** aczh5x@r.postjobfree.com

Quality Control/Client Relations/Residential and Commercial Services/Sales and Service Support

Highly experienced telecommunications industry leader with expertise in installation & support of large-scale telecom systems. Comprehensive business/technical skill set with a track record of guiding fundamental change & ensuring maximized functionality. Superior communication skills with ability to simplify technical information to audiences of all levels.

Core competencies include:

Business Analysis/Process Improvement

Project Management/Coordination

Customer Relations/Business Relationships

Meet Deadlines & Exceed Expectations

System Design & Implementation

Business Continuity Planning

Infrastructure Planning

Technology Integration

Hardware/Software Installation

Maintain Current Industry Knowledge

Professional History

MASTEC- Security Technician

1/2017-Present

Work independently and sometimes work as a team on troubleshooting and repairing problems on various equipment such as CCTV, card access, fire and security alarm systems.

Prepare for installations, upgrades and disconnects by reviewing work orders, gathering equipment, supplies and tools and coordinating schedules with customers by pre-calling customers to verify appointments.

Plans installations by evaluating location, locating access and laying –out equipment and wiring plan.

Conducts customer premise survey, makes recommendations on equipment placement, processes work order modifications and manages schedule impacts.

Ensures that “World Class” customer service is provided to promote superior customer satisfaction by actively participating in individual and team efforts to support customer satisfaction.

Maintain and improves service and rapport with customer through listening to their descriptions of problems, answering questions and resolving issues through diagnosing, trouble shooting, repairing, replacing and/or updating systems and providing customer education.

Verify security systems for correct functionality and optimal performance by testing equipment and connections and verifying and identifying and correcting and issues.

Verizon- FIOS Technician

7/2016- 9/2016

Administer the proper installation and operation of Network Elements that complete the installation process.

Administer the FIOS drop from Verizon facilities installed at the customers “premise”, sometimes by performing fusion splicing and coax cable and CAT-5e Ethernet cable installation in complex customer designed environments.

Administer the proper installation and operation of Network Elements that complete the installation process.

As a FIOS Field Technician, I plan and execute committed installations on time and with high quality results.

Maintains a safe work environment by following safe practices and adhering to safety policies.

Properly operates, maintains and report issues to assigned company property including, but not limited to, company vehicle, IPADS, handhelds, installation tools, equipment, etc.

JHR of Baltimore/Director of Programs & Resource Development

4/2016-7/2016

Preparing program budgets and schedules, and amendments to budgets and schedules

Developing systems for assuring compliance with program requirements

Developing agreements with sub-recipients and contractors to carry out programs activities

Monitored program activities for progress and compliance with program requirements

Preparing reports and other documents directly related to the program for submission to HUD

Coordinating the resolution of audit and monitor findings

Evaluate programs results against stated objectives

Assist with preparing grants for submission to HUD

Sears- Technician

2011-2016

Extensive technical knowledge of functioning and repairing of several appliances

Skilled at assembling and dismantling equipment and gadgets with precision

Superior customer service skills that help advise, explain, liaison with clients

Efficient at finding out cause of errors and find solutions for the same

Keen towards detailing and achieving precision in work

Order for the spare parts to be used as replacement for the defective parts

Update knowledge based on the new models and technologies launched in the markets

Communicate with the manufacturers in case of major technical malfunctioning

Verizon - Network Engineer/Manager

2004 to 2009

Spearheaded network design initiatives and collaborated with Sales and CNE Field teams to provide technical support for clients or uncover potential service issues related to network design.

Verified accuracy of data provided on Custom Service Offering case request forms against contract requirements; secured additional information as needed to effectively complete requested designs.

Utilized Verizon approved products and services to create custom designs utilizing DMS 100 and the 5ESS switch; defined hardware and software reusability values, and developed custom spreadsheets to provide custom cost analysis for new and embedded investment by accounts.

Supported the Proposal Team by developing reliable and accurate technical specifications for Request For Proposals; contributed expertise in evaluating and responding to RFP’s, monitored each assignment, and tracked projects from inception to completion.

Acted as single point-of-contact for custom service products; maintained quality and supportable expenditures for developing and supporting non-tariff Custom Service Offering designs for switched analog, ISDN and trunk services and features.

Verizon-Network Engineer/Manager 2001 to 2004

Ensured operability of database in TIRKS for required equipment to provision DS3s, T1, OC12,OC3 and T1ZF; utilized inventory tools to develop cost effective circuit routings, and maintained accountability for assigning circuits to SONET Network using appropriate bandwidth.

Verizon-External Affairs /Manager 1999 to 2001

Contributed strong management skills to oversee and drive performance initiatives for 3 Associates that provided ongoing problem solving and resolution for external clients.

Managed and escalated service and billing issues, and represented Verizon at PSC and legal hearings,

Interacted with FCC and PSC to resolve residential and commercial complaints.

Provided superior customer service to enhance relationships and support Verizon Business customers; resolved billing issues.

Testified at court hearings in reference to PSC issues.

Resolved billing disputes for Business, Residential and Government accounts.

Verizon-Consultant 1991 to 1999

Provided superior customer service to enhance relationships and support Verizon Business customers; resolved billing issues, made key product recommendations to help clients maximize business potential.

Professional Development

2009: Cisco ARCH 2.0: Voice Over WLAN Design

2008: Advanced Data Analysis in Excel, Management Skills Simulation, Basic Electricity, CEV’s, Huts and Cabinets, Corporate Compliance, Customer Contact, Diversity, Electrical Hazards and Outside Plant

2007/2008: Switch Training Design Sessions; Voice Over IP Challenges, Cisco ARCH 2.0 Voice Over WLAN Design, Advanced Management Skills Simulation, Softswitch Motivations and Architecture, Softswitch Extensions And Evolutions.

Software Skills: TIRKS, ACCESS, CBS/CNE Database, Microsoft Applications and Software

Business and Community Relations

Member of Roundtable Forum

Volunteer at Our Daily Bread monthly.

References Phone Numbers Email Address

Michelle Dutton 908-***-**** aczh5x@r.postjobfree.com

Sheldon Connell 908-***-**** aczh5x@r.postjobfree.com

Alan Postell 410-***-**** aczh5x@r.postjobfree.com

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