TERRI NIKOYAN

SUMMARY

Telecommunications Professional knowledgeable in Back-end and Front-End Provisioning, Circuit Ordering, ASR, LSR, Telecom Billing and Analysis of circuit upgrades and MACD

Facilities engineering and Project Engineering experience in all aspects of Telecom.

Experience troubleshooting phone menu navigation, video conferencing hardware/unit installation, setup, and client phone details.

Experience performing critical telecom billing and reconciliation via Verizon Enterprise Center (VEC) portal, CMDB (ESP), and custom asset reporting database.

Strong expertise with MS Excel Spreadsheets, preparing charts and V-Lookup at Executive and Management level.

Experience configuring and setting up all telecom products and services according to SLA deadlines.

TECHNICAL SKILLS

ATT-EBTA- ATT Circuit Ordering Platform-Access Service.

oRequests and Local Service Requests.

oVerigate- ATT address validations, loop verifications and street guide.

Verizon-WISE-Circuit ordering System AND Project Management.

XO-ESPI-XO Level 3, Century Link-Frontier Ordering System.

Microsoft Office Applications, Excel Power Point and Office 365.

ISDN (Integrated Switched Digital Networks)-Analog POTS lines, digital telephone lines over PSTN

11 and Ethernet PIP-Virtual Private Network VPN.

MPLS T1, T3, E-1 Switching Systems, FIBER and Copper Cabling, Facilities Management, PRI, E1, OC Layers, Patch Panels, 66block, Telephony Structure and Routing.

OSI Wireshark 7 Layers of Network-Physical, Data, Network, Transport, Session, Presentation and Application Levels.

Transmission of Real-Time Audio, Video and Data Communications over IP (Packet-Based) Networks.

Migration of the PBX Analog lines Avaya Cloud based IP/AURA Session Manager, worked closely with our Network Engineers and Telecom Director to convert 250 Mortgage Company sites into VoIP CISCO CUCM Call Manager, Configure DID’s, Jabber and WebEx-client based Framework. Add calling features voice mail, call forwarding,

ServiceNow Ticketing System-Ticket Assignments, Phone Number Assignments, Billing Analysis and Customer Custom Billing Reports.

Verismart-Time Saving Reporting Tool for Telecom UC Managers.

Genesys Pure Cloud-ACD Cloud base routing interface-chat, voice, email and text.

Agent call set up, standard, skills and Bullseye Routing.

RSA Secure ID Token Deployment, policy implementation and both token and access inventory Management, Software and Desktop Tokens.

EMPLOYMENT HISTORY

ATOS-SYNTEL- (Contract -Guitar Centers & Music and Arts)

Title: Communications Specialist -Thousand Oaks, CA June 2019 to July 2023

Responsibilities:

• Circuit Ordering, Provisioning via ATT Team, FOC, Facilities Room Readiness and Circuit Test and Turn up for all Guitar Center and Music Arts Locations nationwide.

Maintaining comprehensive records for Wireless, Voice/Video Conferencing, RSA Token, External SSL Certs, and Telecom related Contract Terms.

• Enterprise Policies, Voice and Data across the Enterprise

• Assist in the coordination efforts with Vendors, Carriers and technical staff on voice and data circuit implementation, optimization and ongoing

• Collaborate with Network teams on the quote, procurement, communication, deployment, and overall project management of data infrastructure circuits

• Procure, document, prepare, distribute and Support mobile device (Smartphone, Droid, iPhone, wireless cards/routers and Tablet)

• Availability to Provide 24/7 onsite and remote technical support for voice and video conferencing, RSA Secure ID tokens.

• Telecommunication/network carrier escalations for 270+ (Retail and Enterprise) locations

• RSA Secure ID Token Deployment, policy implementation and both token and access inventory Management, Software and Desktop Tokens.

• Assists the Grand Opening team for retail locations by coordinating phone service and data installation with vendors

• Invoice verification, identification, and routing and budget reconciliation

• Process and workflow development

• Assist in IT Financial Analysis and Reporting

• Assist in Telecom Expense Duties including day to day liaison with TEM vendor

• Light office duties such as faxing, photocopying, and filing

• Other office and administrative duties as assigned.

• 24hr on call every other weekend Telecom related service issues.

Verizon Enterprise Solutions PMO Group (Warner Bros) Burbank, CA January 2018 - August 2018

Title: Telecom Support Dispatcher/Network Asset Manager

Responsibilities:

Acted as first point of contact to provide rapid-response and resolution of clients’ telecom and video conferencing issues.

Utilized internal resources to research issues.

Performed diagnosis and navigated solutions to resolve customer’s issues in a timely matter.

Troubleshot and assisted customers with various issues, such as, but not limited to, phone menu navigation, video conferencing hardware/unit installation, setup and client phone detail updates.

Performed reconciliation of telecom SLA reporting.

Performed critical telecom billing and reconciliation via Verizon Enterprise Center (VEC) portal, CMDB (ESP), and custom asset reporting database.

Identified and resolved complex issues, escalations, using VZ ServiceNow Ticketing System.

Utilized ServiceNow to prepare billing statements for client phone assignments, billing features and specific routing and circuit details.

Circuit Ordering, Provisioning via ATT and Verizon Implementation Team, FOC, Facilities Room Readiness and Circuit Test and Turn up for all Warner Brothers Studios.

Monitored field technicians’ route and ticket statuses.

Coordinated and prioritized ticket assignment schedules.

Maintained Excel Spreadsheets report daily, weekly, monthly asset management and VET using charts, V-Lookup for executive management team.

Ordered and shipped Cisco phone systems, Access points, cabling and audio video equipment.

Prepared new equipment inventory reports.

Worked with Accounting and Finance teams on invoices and reconciliations, preparing monthly Rolling Operational Forecast (ROF) and cost-effective ways to stay within budget.

Worked collaboratively with network engineering team and report to IT asset management team, finance team and senior executives.

Maintained local stocks of network and telecom materials and equipment in Burbank Warner Bros site.

Established rapport with vendors for ongoing support and service optimization.

TelePacific Communications, Los Angeles, CA August 2015 - January 2017

Title: Project Engineer (April 2016 - January 2017)

Responsibilities:

Reviewed order documentation to confirm package details and assessed internal resources to schedule installation.

Worked with sales team to retrieve additional customer information when needed and to clarify customer expectations.

Created application/configuration design specifications according to customer requirements including Line Configuration Cut Sheet.

Maintained open communication with client/vendor throughout installation process and confirmed satisfaction with services.

Collaborated with cross-functional departments to ensure smooth process from sales to order completion.

Verified order completeness FOC (Firm Order Commitments) from LEC and ILEC with 48 hours according to project SLAs.

Title: Facilities Coordinator/ Provisioning - Facilities Engineering (August 2015 - April 2016)

Responsibilities:

Managed incoming telecom orders from initiation to completion, providing updates and reporting metrics to the Facilities Engineering Group as needed.

Monitored project progress and updated project plan according to project milestones and delays. Configured circuits using TPAC design system builds for TelePacific products and services.

Reconciled outstanding billing issues with customer/vendors and updated billing status in various internal/external systems.

Coordinated and Managed LEC projects to maximize network efficiency, decrease circuit cost, and correct share record information.

Reviewed all incoming circuit orders, and disconnection requests to ensure orders were properly documented and updated in the system

Managed and directed all phases of project qualification and problem report tracking.

EDUCATION:

Ulysses Grant High School Van Nuys (Valley Village CA 9.1980 to 6.1982

Oxford Institute of Technology Woodland Hills, CA-2.2002 to 9.2003

CERTIFICATIONS and TRAINING

A+ Hardware and Operating Systems, Network+ Certification

Microsoft Certified Professional (MCP)

Advanced Microsoft Excel course completed-Verizon online University

Cisco Call Manager-Online Training Basic Routing- LinkedIn Online Training

Genesys PureCloud ACD Call Routing - LinkedIn Online Training

WFM-Work Force Management-Forecasting, Planning, Managing, Analysing Agent Data-LinkedIn Training-Verizon online University

RSTECH-Networking, Addressing and Utilities-Atos University 6.16.22

NEXT GEN TELCO NETWORKS-Atos University 7.6.22

RSTECH-Networking, Hardware, Models and Technologies-Atos University 6.16.22

Letter of Recommendations: Available Upon Request

Languages spoken: Armenian-Eastern Western, Russian, Turkish-Fluent read and write

Address: 4201 S. Decatur

4201 S. Decatur Blvd

Unit 2025

Las Vegas, NV 89103

Mobile: 818-***-****

Email: ad3nq0@r.postjobfree.com

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