Project Management Customer Care

Pat Johnson

**** ********** ***, ********, **

Email: *********@*****.***

Cell: 470-***-****

SUMMARY

Career spanning 15 years in the telecommunications industry. Network Planner and Circuit Provisioner experienced in network and capacity planning, provisioning and circuit design. Thorough understanding of ASR and LSR data fields (CLEC, ILEC or ISP experience) Understanding of ILEC products, ordering processes and procedures. Understanding of basic voice and data networking concepts. Self-starter who can work effectively both independently and in a team environment. Project management experience. Experienced with Neustar, WISE, CAFE, LENS, LSI, Verigate, and Granite. 20+ years of internal and external Customer Care Management experience

Experienced with MS Word, MS Excel, MS Visio, and MS Powerpoint.

WORK EXPERIENCE

Intelsat, Network Resources Analyst(contract) - 12/2016 - present

●Work with internal groups such as Infrastructure Engineering, Planning, Enterprise/Telephony

and Service Engineering to determine the application of circuits in the context of the services

they support.

●Work with the commercial (Customer Solutions Engineering and Sales), Planning and Finance

(Revenue Billing) groups to associate customer circuits with revenue contracts

●Interface with Telecom circuit vendors in if additional circuit information is required as well as to

align the inventory items with the vendor’s billing and provisioning database.

●Work with circuit audit vendor to provide requested information during the audit validation process

●Provide status reports to management on progress of circuit audit project

●Assist in defining circuit procurement, renewal, termination and inventory management process data entry into client’s inventory databases Assist in defining process for managing the client’s Managed Service inventory consisting of HW,

software, licenses, etc.

Cox, Technical Analyst (contract) 3/2016- 9/2017

●Create engineering operation focused job aids, process flows, and business requirements to ensure our Granite inventory management system is enabled to handle these new standards and for Granite Users to adopt these new standards and procedures.

●Analyze record discrepancies and correct record issues by working with APP DEV, Field Contacts, and others to determine cause of the fall-out work to mitigate the issues

●Build and model equipment templates

● Report on project progress throughout the project lifecycle, updating stakeholders, and training leadership.

● Communicates major milestones and identifies potential project risks; conducts regular status meetings to review project activities; manages prioritization procedures

●Set and manages client expectations, managing and escalating issues and changes

● Analyze existing project management methods to promote effective standardization, improvement, simplification, or other methods. Conducts risk assessments, maintains a series of key project milestones, facilitates communication across operational groups, and ensures compliance with the defined project

●Taking part in new product release discussions on how best to build and model in Granite software applications (i.e. Granite Xng).

●Manage the development and implementation of projects/programs requiring technical experience and/ or education in the cable or telecom industry (Engineering/Operations) to meet business and industry standards. .

●Primary contribution is in applying knowledge (product, industry, professional, technical) rather than managing people.

Cbeyond, Network & Capacity Planner 2009 - 3/2015

●Develop and maintain network plans, schedules and diagrams based upon the company’s strategic initiatives, capacity forecasts and COGS opportunities

●Develop business cases and presentations suitable for executive level review and approval

●Capital and operational expense budget preparation, implementation, and tracking

●End to end ownership of project implementation, including cross-departmental oversight and coordination

●Provide oversight of the design and execution of all network architecture changes, including obtaining vendor proposals, performing cost analysis, proposals to upper management, management of implementation to completion, and network database updates

●Responsible for vendor management including opportunity assessment, pricing negotiation, cost analysis, project design, implementation, and logistics

●Maintain network database accuracy through routine reconciliation of vendor circuit billing, consumption and disconnects

●Support the service delivery team to resolve capacity issues or verify least cost access solutions

●Work closely with Business Development and Product Marketing departments in development of new products, access technologies, and overall business growth strategies

●Query network databases directly to extract data needed to perform in-depth network p economic analysis

●Act as Subject Matter Expert, providing guidance, training, and documentation for all areas of circuit and hardware workflow management, including work order generation, tracking, and closure

●Responsible for defining and documenting business processes and information system requirements as they relate to network planning, reporting, capacity and utilization monitoring

●Preparation of detailed reports for executive and senior management regarding risk, cost, and regulatory assessment

Cbeyond, Network Provisioning Engineer2007 - 2009

Responsible for the provisioning and implementation of all leased telecommunications circuit based infrastructure, including DS1, DS3, OCn, PSTN and E911 circuits and the accuracy of associated database documentation.

●Validate provisioning data prior to order issuance and interface with Network Planners to resolve possible discrepancies

●Monitor network provisioning queue for network circuit orders pending submission

●Assemble ASR/LSR or input directly into vendor GUI as required to request network circuits or facilities from approved vendors or ILECs

●Update Cbeyond databases with network circuit and provisioning data as required to ensure integrity of facilities database

●Address provisioning exceptions such as rejects and jeopardy notices in a timely manner until resolved

●Initiate escalations within ILEC/vendor as required to resolve provisioning related issues

●Responsible for keeping up to date with ILEC or Vendor business rules and request internal system changes as required

●Responsible for the Project Management and Internal/External Coordination of the network circuit elements of all Network projects including new market deployments

●Prioritize project schedules based on input from Network Planning and the needs of the business

●Ensure that project data is routed to internal and/or external provisioning personnel

●Maintain database integrity and update project teams and related documents throughout project timeline up to and including project conception and completion

●Responsible for designing circuits (T1, DS3, & OC-n) needed to meet the Interconnect and Transport plans for market and regional projects

●Responsible for creating the circuit paths in the Granite database and submitting ASR/LSR requests to the LEC for processing

●Design of T1 and DS3 circuits across network using granite

●Process disconnect and/or install orders with the LEC and update granite database

●Vendor management through the provisioning process

●Assuring timely delivery of Telco, upkeep of provisioning data

●Update assignments and circuit path information for cell sites in Granite database, place orders with various ILEC's

●Escalate orders with ILEC's

●Coordinating test acceptance with ILEC's

●Building equipment paths using Granite

●Updating Granite segments and paths

●Ordering PSTN and 911trunks and facilities and translate findings into Granite

Cbeyond, Network Optimization Engineer 2006 - 2007

Responsible for the implementation Planning, internal and external Scheduling and Provisioning and overall implementation management of Network Optimization opportunities and projects identified.

●Reviews new leased access rearrangement opportunities and suggest plans to re-groom, upgrade and/or downgrade facilities to reduce COGS.

●Implementation Planning, Scheduling, Implementation Management and Internal/External Coordination of Network Optimization projects.

●Responsible for the provisioning implementation of access network facilities to support optimization projects or to maintain regulatory compliance.

●Project manage the provisioning process ensuring that orders are sent and FOC'd within project timelines

●Negotiate work load and schedule with internal and external departments and organizations.

●Maintain Cbeyond database integrity and update project team and related documents throughout project timeline from project conception to completion and work with IT groups to address any exceptions.

●Issue LSR's or ASR's for the purpose of converting or grooming customer or network circuits.

●Identify invalid clarifications / rejects and dispute with the ILEC and escalate as required.

●Responsible for optimization project time line management, trending and escalation of past due or jeopardy orders/projects as required and provide timely status to the project teams.

●Issue weekly project status reports identifying items in jeopardy and potential resolution and provides regular project updates and meeting/conference call minutes communicated to all relevant internal personnel.

●Work with team members to identify and drive process automation improvements.

KMC Telecom, Network Design Engineer 1999 - 2006

Service order fulfillment by providing circuit designs necessary to support circuit provisioning and testing of voice switch services, Transport services, and transport and Ethernet based Data services.

●Reviews all New, Change, Delete and Records orders to understand customer service requests and engineering/equipment requirements needed to support the requests. Creates, modifies, deletes or verifies circuit designs and ensures network components are compatible and available to support successful service order completion.

●Provides all design and engineering information required to facilitate the off-net ordering process. (Information includes LEC ties, multiplexed facility channels, line codes, routing information, collocate points)

●Monitors LEC TIE/CFA inventory/utilization including the availability, usage, and percent fill. Notifies the Access Planning organization of additional capacity requirements when existing capacity is nearing exhaustion.

●Demonstrates competence using the order management system to identify and complete work flow tasks.

●Reviews and uses pertinent details in job aids, emails, bulletins and memorandums to increase process and technical knowledge in support of company best practices.

●Acts as a technical resource for knowledge sharing with Customer Service Activation ordering and provisioning groups on design aspects of transport, switch, data and Internet services.

●Provisioning or maintaining electrical transport services, specifically: DS3, DS1, DS0 facilities. - Utilizing digital, optical and SONET test sets and remote testing platforms. - Provisioning or maintenance experience on carrier class Ethernet, IP or Data networks Knowledge.

●Working knowledge of implementation and trouble resolution of SONET and DWDM equipment - Working knowledge of provisioning or maintaining electrical transport services: DS3, DS1, DS0 facilities.

●Working knowledge of Transport, Data, Ethernet and IP services.

●Understanding of common network: records (CLR; DLR), process, and procedures

Tridom, Project Manager 1986 - 1999

Plan, coordinate, implement and finalize projects according to the specifications and deadlines, all while keeping the project within budget.

●Define the scope of the project in collaboration with senior management

●Create a detailed work plan which identifies and sequences the activities needed to successfully complete the project

●Determine the resources (time, money, equipment, etc) required to complete the project

●Develop a schedule for project completion that effectively allocates the resources to the activities

●Review the project schedule with senior management and all other staff that will be affected by the project activities; revise the schedule as required

●Determine the objectives and measures upon which the project will be evaluated at its completion

●Execute the project according to the project plan

●Monitor the progress of the project and make adjustments as necessary to ensure the successful completion of the project

●Identify, assess and minimize project risks until successful project completion

●Establish a communication schedule to update stakeholders including appropriate staff in the organization on the progress of the project

●Review the quality of the work completed with the project team on a regular basis to ensure that it meets the project standards

●Write reports on the project for management

●Monitor and approve all budgeted project expenditures

●Ensure that all financial records for the project are up to date

●Ensure that the project deliverables are on time, within budget and at the required level of quality

●Evaluate the outcomes of the project as established during the planning phase

KNOWLEDGE AND EXPERIENCE

●MAN/WAN Network capacity management and forecasting experience

●Experience in designing and implementing complex wide area and metro network infrastructures to support both voice and data

●Demonstrable knowledge of transport technologies, including TDM, SONET, POS, Fiber Optics, Wavelength, Ethernet (EPL, EVPL/Switched, EFM, etc

●Knowledge Includes: Telco Infrastructure, Frame Relay, ISDN, VoIP, Ethernet, Private Lines, PSTN and 911Trunks and facilities

●Understanding of RBOC central offices, collocation, hardware and general PSTN architecture

●Proficiency with Telcordia Granite telecommunications inventory management software

●Experience working with RBOCs for services, including internal processes and escalation procedures

●Understanding of LERG, rate centers, wire centers, LSOs, LATAs and general RBOC architecture

in Telecom Provisioning processes and flows

●Experience with T1, Fiber and Ethernet-based Voice and Data services

●Understanding of telecommunications networks, EOC, MPLS to include BGP, EIGRP and OSPF, LAN/WAN technologies, IP routing

●Helped build business cases for internal network grooming which included addition of OC12 and OC48 entrance facilities.

●Audited existing telco costs in finance database, making updates and corrections as needed.

●Located over $40k of monthly recurring charges being paid for underutilized, disconnected or cancelled service.

●Improved DS3 install interval 50%; and T1 install interval 75% by finding ways to streamline process.

●Participated in core groups to improve processes & procedures and contributed to company database enhancements.

EDUCATION

B.S. Electrical Engineering Technology, Savannah State University, 1984

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