OBJECTIVE: To obtain a professional position with an organization that allows me to contribute to its mission by utilizing my knowledge and experience and offers opportunities for career growth.

HIGHLIGHTS OF QUALIFICATIONS:

•Over 25 twenty five years of strong telecommunications, project management and networking experience

•Analytic, detail oriented and results driven.

•Excellent interpersonal and communications skills.

•Mission driven and team player.

•Exemplary customer service and support skills.

PROFESSIONAL EXPERIENCE:

TDC/BeWellnm Group Health Insurance

1919 13th St NW Washington DC 20009

Manager: Thomas Alan Young email: tyoung@ telcomdc.com

Phone Number: (301) 395- 6546

Position: Sr Customer Engagement Center Agent

Dates of Employment: 10/19/2022- Present

Duties and Responsibilities:

Responsible for,ensuring customer enrollment, changes and cancellations for new and returning consumers.

Made Medicaid determination via marketplace enrollment process to include explanation on 138%below FPL eligibility, household income, citizenship and registry.

Work in accordance to Human Services Department (HSD) registration and effective dates of eligibility and coverage.

Knowledge of Marketplace Infrastructure health insurance programs and public coverage op

Completed required Affordable Care Act training as a certified federal marketplace agent.

Website navigation for New Mexico residents interested in affordable Healthcare insurance through marketplace.

Determined eligibility by verifying salary, place of residence and family size.

Assisted constituents navigating through government resources, applications and portals.

Worked directly with insurance brokers, assisted and counselors.

Adept at analyzing premium billing and the associated tax credits(APTC)

Tasked with reviewing request for information/ ID proofing, determining the validity of sensitive information such as tax documents, official state, federal and international identification and pay stubs.

Consistently scored above standard in quality assurance monitoring.

Member of 2022-2023 Marketplace team that improved previous year metrics for abandonment rate decreased from 125 abandoned calls to 2 abandoned per day.

Received excellent customer service and superior metrics commendations.

Escalated calls or issues (as needed)to Management for resolution.

Facilitates translation services for non English speaking clients in accordance to procedures.

Attend meetings and training as needed to ensure the most up to date knowledge of snystems and programs.

Receives extensive HIPAA (Heatlth Insurance Portability and AssesibilityAct)training

Completed extensive 3 week training to include module testing provided by Trainual.

Worked flexible hours to include nights, weekends and overtime.

Contemporary home office peripherals for virtual work environment to include high speed internet laptops wireless headphones, ergonomic desk and chair as well as multiple monitors

Charter Communications (formally Times Warner Cable)

9300 Point Blvd Charlotte NC 28273

Supervisor: Maxine Davis

Phone Number: 704-***-****

Position: Sr. Network Project Coordinator Dates of Employment: 10/4/2011-09/01/2022

Duties and Responsibilities:

•Performs Project Planning with Project Team (including sub-contractor partners) and Customers;

•Manages project-related properties (Hardware, software applications);

•Schedules and facilitates meetings, events and resources as it relates to meeting the needs and requirements of the project(s) and customer requirements;

•Presents status briefings and meetings with stakeholders, and project team;

•Plans meetings with project team and customer(s);

•Prepares and manage project(s) documentation, reports updates and briefings;

•Monitors and administers network contractual obligations, expenditures and work processes;

•Plans, designs, tests, deploys, maintains and administers multiple complex network infrastructure systems/environments, migration of hardware racks, wiring, conduits, Cisco hardware;

•Provides expertise in the development or selection, evaluation, modifications, installations, implementation and maintenance of software and/or hardware systems.

•Conducts analyses of complex technical matters related to testing and integrating software and/or hardware systems;

•Reviews and analyzes requirements for capabilities of new systems and ensures that sufficient functionality and computing capacity will be provided;

•Coordinates resolution of major system software problems. Employs sophisticated problem analysis, resolution techniques and state-of-the-art diagnostics technologies;

•Responsible for the integration and validation test design and execution of all major hardware, software, configuration, release, version and maintenance levels;

•Develops project management schedules, reports and presentations;

•Prepares and publishes weekly and monthly reports and dashboards to communicate project status;

•Develops documentation to support the Acquisition Milestone decision point process;

•Creates project analyses and management reports utilizing the Microsoft Project Suite;

•Develops work breakdown structures, cost estimating processes, and Earned Value Management analyses.

Accomplishments:

Developed and compiled communications tools that improved reporting efficiencies with stakeholders.

VCOMM-ENG

1730 Walton Road

Blue Bell PA, 19422

Supervisor: Sean Dougherty

Phone Number: 610-***-**** x 227

Position: Network Project Coordinator Dates of Employment: 04/2010 -8/2011

Duties and Responsibilities:

•Coordinated, designed and procured Network Special and Switched access high level circuits and trunks for Wireless migration from Verizon Wireless (Alltel) Allied Wireless Communications Corp. (AWCC) networks);

•Managed customer service activation for voice and data services;

•Supervised and established performance objectives for team members;

•Evaluated team members and provided performance appraisals;

•Provided additional training, one-one coaching as needed as well as recognizing high performance team member;

•Responsible for maintenance inventory of all technical equipment for Allied Wireless’footprint;

•Developed plans to meet program/project requirements, and establishes implementing design criteria, scope of work, critical milestone data, timelines and capital controls;

•Responsible for initiating, ordering and tracking through test and turn-up of multiple Network migration circuits (DS0 through oc192);

•Managed order workflow to ensure on-time delivery of network infrastructure and circuits to Single Point of Contact between TNS and LEC’s responsible for Status information and problem resolution;

•Managed Network project plans with regard to Wholesale Carrier Sales/Service which include multipoint endpoints;

•Coordinated Network facility projects, Circuit and /BAN Migration for Allied Wireless ;

•Liaison with multiple LEC/ILECS to resolve Network circuit design and provisioning issues;

•Planned, designed, tested, deployed, maintained and administered multiple complex network infrastructure systems/environments;

•Coordinated completion of orders, provide provisioning support to help resolve network outages and issues on behalf of Allied Wireless Communications Corp.(AWCC);

•Served as team lead for assigned project(s); collaborating and coordinating with a diverse team of subject matter experts, plans, develops, justifies, and defends highly complex and sensitive programs/projects, makes decisions or recommendations significantly changing, interpreting, or developing important administrative policies and programs;

•SPOC providing expertise, guidance and direction to implement the required initiatives, process and procedures set by Upper Management;

•Developed performance metrics to measure progress. Advises senior management on resolutions to complex problems regarding program/project planning, risks, schedules, and performance changes;

•Represented the organization at meetings and conferences, presenting and defending the program details and requirements.

Accomplishments:

•Developed near- and long-range strategies for assigned Network and Facility programs/projects, including evaluating and coordinating Circuit and /BAN Migration for Allied Wireless and Wholesale Carrier Sales/Services which improved program efficiencies and reduced costs.

TRANSACTION NETWORK SERVICES

10740 Parkridge Blvd, Suite 100

Reston, VA 20191

Supervisor: Carla Wiley Phone Number: 703-***-****

Salary: $60,000 Hours: 40

Position: Network Project Coordinator Dates of Employment: 02/2007-12/2009

Duties and Responsibilities:

•Led project teams, evaluated and managed complete Network integration plans and activities including timeframes and budget requirements ;

•Coordinated customer Network services including, Provision Long haul, and SS7, FGB, FGD, and DS0-OCxx circuits, SS7 Signaling;

•Managed multiple network projects, contracts and programs relative to scope, quality, time, and cost, ensuring that customer deliver requirements were met;

•Coordinated and collaborated with appropriate personnel and organizations on complex program/projects from a broad functional perspective. Represented the organization at meetings and conferences, presenting and defending program details and requirements;

•Maintained and updated end-user access database systems;

•Technical contact relative to Transaction Network and Local Exchange Carrier’s systems including providing status information and problem resolution to multiple LECS/ILECS;

•Determined program/project life cycle requirements, managed resource allocation, and established and evaluated initiatives to achieve an effective execution plan;

•Developed performance metrics to measure progress. Advised senior management on resolutions to complex problems regarding program/project planning, risks, schedules, and performance changes;

•Represented the organization at meetings and conferences, presenting and defending the program details and requirements.

Accomplishments:

•Developed Single Point of Contact customer service process between TNS and LEC’s which improved Status of information and problem resolution.

DISTRICT OF COLUMBIA PUBLIC SCHOOLS

1200 First Street, NE

Washington, DC 20002

Supervisor: Vincent Carter Phone Number: 202-***-****

Position: Agency Telecommunications Specialist Dates of Employment: 04/2001 -12/2006

Duties and Responsibilities:

•Researched, and evaluated telecommunications requirements and developed integration plans in support of complex project implementation and;

•Lead project teams, managed program activities and developed integration plans within required time frames and within budget;

•Coordinated installation and integration of Cisco Avvid technology, architecture for voice, video and integrated data for Vo/Ip services;

•Developed Statements of Work for telecommunications contractual services and activitie;.

•Installed telecommunication services for newly constructed schools prior to the scheduled opening dates;

•Coordinated with Vo/Ip vendors, Network Engineers, Verizon Engineering, and other cabling subcontractors to ensure seamless service migration;

•Communication Liaison for new/or existing ISDN voice/data telephone services and /or products between Verizon and District of Public Schools;

•Maintained and updated comprehensive faculty database for 65 plus DC public schools and programs in accordance with Local Service Ordering Guidelines, including ensuring end-users had access to complete information relative to publications and directories internal and external to organization;

•Developed plans to meet program/project requirements, and established implementing design criteria, scope of work, critical milestone data;

•Communication Liaison between DCPS and Verizon including coordination of status information and problem resolution and coordination of meetings with stakeholders relative to customer service initiatives;

•Installed, removed, modified and repaired ISDN telephone sets and Verizon’s products and services;

•Documented and monitored service orders process relative to work performed, and type and location of equipment installed;

•Coordinated internal and external client project meetings to efficiently manage all pertinent project elements and to minimize meeting time;

•Developed cost estimates in concert with customer requirements, contracts specifications, custom billing matrix, and tariff rates.

Accomplishments:

•Maintained Commercial Directory Listings for each DCPS school (over sixty five (65) of the DC public schools and before and after-care programs).

•Integrated and migrated DC government to new telecommunications system which improved communications systems, procedures, and requirements on behalf of the District of Columbia Public Schools.

BELL ATLANTIC/VOLT SERVICES

13100 Columbia Pike

Silver Spring MD 20904

Supervisor: Faye Brown Phone Number: 301-***-****

Salary: $75,000 Hours: 40

Position: Project Manager Dates of Employment: 06/1999 -04/2001

Duties and Responsibilities:

•Identified, monitored and resolved customer production issues, relative to service order requests and its systems;

•Communications liaison for Livewire, Southern and Northern regions of Bell Atlantic footprint, expressTRAK, expressView, express Web, SOM and other downstream systems.;

•Coordinated with multiple Business lines and Consumers relative to production conversation goals.;

•Facilitated conversion process (SPOC), including initiating and leading weekly conference calls with customers to provide updates, provide support and ensure all time lines are met;

•Communicated with various departments and organizations to ensure that customer requirements were met according to specifications and within timeframes and budget constraints and guidelines;

•Led Performance Requirements Sessions with all customers and team members relative to down stream systems, trouble tickets, and existing as well as new initiatives;

•Developed, monitored and maintained Production Status Reports;

•Led project teams and managed, researched, and evaluated telecommunications requirements and developed integration plans in support of complex project implementation and activities, including timeframe and budget estimates that impacted e-Solutions Edge Operations;

•Evaluated, revised and implemented improvement initiatives to process orders in expressTRAK, to correct Service Address and Directory listings;

•Provided customer service training, coaching and monitoring staff adherence, including development of new hire training standards;

•Developed and revised customer service procedures and policies in support of programs;

•Communications liaison between other departments, Long distance companies and customers relative to project management initiatives.

Accomplishments

•Implemented, monitored and coordinated conversion of old Legacy billing system to the new regional Billing System (expressTRAK).

EDUCATION:

Howard University University of the District of Columbia

Washington, DC 20011 Washington, DC 20010

BA (Business), June – 1987 AAS (Nursing), May – 1978

CERTIFICATIONS AND TRAINING:

Certifications:

Cisco Voip Call Manager (Verisign) Certificate Cisco AVVID Technology

October - 2005 September - 2005

Skills/Training:

Project Management Workshop June 2014

Nortel Key System and Call Center training Cisco AVVID/ Call Center

November 2005 October 2005

Hardware/Software:

Microsoft Suites- (Word, PowerPoint, Excel, Access, Outlook Visio,etc. )

Remedy/EvenTrak-Action Request System (Tracking)

Electronic RTS (Request for telephone Service) electronic ordering system

Multiple ordering, scheduling and/or tracking systems for Verizon’s services and products. (SOACS, WFA-DO, WFA-C, BOSS, TIRKS, Live Wire & expressTRAK)

Visonael Circuit Tracking System

AT&T Common Tool for space (ACT)

ICOMS (Billing Sytem)

CSG (Billing System)

Clarity

TELUS Quebec & Partner Solutions

MCI/WorldCom Portfolio/DOMS

Verizon CSG

Bell South CAFÉ online system.

Embarq’s/CenturyLink EASE

Bell South CAFÉ online system.

Embarq’s –IBM HOD–ARMS

QWEST- QORA(Switched, Special Access)

QWEST Remote Control (IXC)

LIDB/CNAM, CARE and E911 services

SharePoint

IssueTrak

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