Telecommunications Specialist Dispatch Operator

Debra J. Johnson

** **** Lake Haven Way, Atlanta, GA 30349 **678-***-**** ** *************@*****.*** ** Professional Summary

Project Coordinator/Project Manager with extensive experience and a technical background. Hands-on experience with MS Project, SharePoint, and MS Office Suite, Smart Sheets, Macros daily reports, and analyzation reports.

Strong time management skills, analytics skills, attention to detail and procedures, organizational skills, and the ability to manage multiple projects. Conduct end to end program management of one or moreprograms containing multiple large projects, or portfolio management of a large scopeof the entire portfolio company-wide, cross functional.

Willing to learn, research and expand the services offered. Great problem-solving abilities.

Excellent customer relations, and interpersonal communications skills. Prior infrastructure experience on large Infrastructure projects and with extensive experience of delivering complex Telecommunication/Networking solutions. Available to interview with short notice and to start immediately after an offer. Skills:

AutoCad, AutoCad Light 3, Remedy Change Management and ticketing system. Proficiency with Microsoft Office 365, PowerPoint, Outlook, Access, Lotus Notes, Visio Certifications:

Octel 250 voicemail, Aria VoiceMail Merlin Legends, Merlin Legend voicemail, Siemens-Hicom 300E v6.4, Terranova, Definity System Admin (DSA), ProComm, BVFT-management software, Definity G2, Manger IV, Definity G3V4, V5,V7, Avaya CMS, Avaya PBX Systems, Audix messaging, Intuity Messaging, Lucent Fiber Optic Installation & repair, Lucent Wire Management, Corning Cabling Systems: Fiber installation, Splicing, and testing. Chemical Hazardous training, Authorized Lockout Tag out. Confined space permitting and Entry, OSHA Training. Achievements/Awards:

Assertive Communication Skills for Women. The Essentials of Credibility, Composure and Confidence Office and Administration. Corrective Counseling, Interviewing & Leadership Skills and Behavioral Interviewing. First Aid & CPR Certified.

Education:

Lima Senior High US-OH-Lima

Diploma

Some College courses

Professional Experience

Pivital Inc.Remote, (Contract) Feb. 2021 – Sept. 2021 Project Coordinator

Tracking projects and initiatives using excel.

Work with multiple different teams to report a status on initiatives. Create and develop meeting notes and action items. Coordinated Retail and Infrastructures projects.

Prepare and provide documentation to internal teams and key stakeholders. Coordinate PMO/Project activities, maintain and update project schedules, manage assignments, monitor progress and communicate with stakeholders. Works under limited supervision. Develops and maintains strong relationships with internal customers and suppliers

GA-DOT (OTD), Atlanta, (Contract) Nov. 2019 – Dec. 2020 Project Coordinator

Create and maintain Data Sheets for the Georgia Cities and Counties Coordination ongoing updates for the Local Roads Activity reports Coordination of the MAP21 & LMIG funding Programs

SUPERIOR ESSEX, Atlanta _(Contract) Oct. 2019 – Nov. 2019

Project Manager – Office 365 Migration

Create and maintain Data Sheets for IT Manager

Coordination ongoing updates with National and International Divisions Provide Training for Association once Office 365 was in place SENS (South Eastern Networking Solutions), Buford, GA. (Contract) Mar 2019 - June 2019

Project Field Coordinator

Work closely with our Project Manager to prepare comprehensive action plans, including resources, timeframes and budgets for projects.

Organize projects with the goal of getting them completedon time and within budget. Schedule and manage Field Services Technicians performing project work Develop Material and labor costing for preparation of service quotes Organize all service contracts and maintain all appointments necessary. Horizon River Technologies, Atlanta, GA. (Contract) Oct. 2017- Jan. 2019 Project Coordinator

Assist the Project Management team with project planning and coordination. Schedule and manage Field Services Technicians performing project work Develop Material and labor costing for preparation of service quotes Organize all service contracts and maintain all appointments necessary. Input field service reports for billing.

Coordinate training, travel, and logistics for service personnel Work with Service Managers and Technicians to communicate field service reports to the customers.

Work with internal departments on invoicing and purchase requests. Manage all Vendor relationships

Telaid Industries, Norcross, GA. (March 2015 – March 2018) Project Coordinator /Project Manager PMO

Meet all project installation schedule, milestone and timeline commitments for check lane services.

Support 5 Project Managers and 1 Program manager.

Support Project Managers with estimating, pricing & preparation of change orders. Create & maintain Program/Project Organization Chart & Team Contact list Purchase & negotiation of prices for materials andlabor Performing local site supervision of work in-progresson projects Assembles and manages the project team to ensure deliverables remain on schedule, within scope, and within budget

Utilize database in Sage CRM and ERP.

Invoice the client for services rendered.

Write SOW for field technician per special instructions provided by the client. Issue work orders to subcontractors (partners) and purchase orders per project plan Contact subcontractors and negotiate project pricing based on guidelines provided by the Client.

Coordinate Service and Move/Add/Changes for the direct client. Configure SharePoint Lists to effectively track status and resolution Work close with Family Dollar & Aldi Helpdesk for Technical support to meet SLA Follow up with subcontractors and clients as necessary to validate ETAs and deliverable submission

Prepares project status reports and presents project performance updates to senior management

Maintain customer database and other project documentation in accordance with Telaid standards

Provide project administration support.

Project Management: Install of Physical check lanes, including POS equipment (Support, add, remove & change) Aldi Supermarket & Family Dollar retail stores across the US. YOH, Contractor for Ericsson, Atlanta, GA. ( June 2010 – July 2010) Dispatcher I –Managed Network Services

Ericsson, Atlanta, GA. ( July 2010 –March 2014)

Regional Coordinator –Managed Network Services

Managed day-to-day network operations for the San Francisco Bay area and Los Angeles, coverage areas

Managed 63 field service technicians specializing CDMA, IDEN, Clearwire, Wireline, Wireless, and Trans-Ops technologies

Supported three area managers and four project managers with administrative/operational support

Corresponded with project and implementation managers for cell site development and project support

Perform status information and related reporting, program level analyses reports

Implemented coordination with Cell on Wheels (COW) assistance for special events

Assisted project manager with the scheduling of Network Vision site surveys and preventative maintenance audits

Coordinated Clearwire CTASK with field resources without commissioning

Utilized technician calendar’s and work flow via Work Force Management (WFM) tool

Completed each work request within the specific due date (Service Level Agreements)

Managed relationships with vendors and contractors to ensure equipment and services are installed

Interacted with Local Data Administrators (LDAs) to confirm/change scheduling availability and internal database constraints

Responsible for reducing drive-time and overtime by implementing effective time management

Managed all incomplete work order request (waiting internal, waiting external, and past-due)

Assisted project managers with Sprint Capacity Adds project (Carrier Adds, Augments, T-1 Installations, and Decommissions

Provides technical and analytical guidance to project team

Develop detailed work plans, schedules, estimates, resource plans, and status reports.

Supported implementation managers with establishing new cell site locations, site investigations and developments

Managed vendor relationships with AT&T, Verizon, T-Mobile, Sprint, Local Exchange Carriers and third-party vendors

Aided in maintaining cell site coverage, backhaul locations and generator deployments

Tracked the completion of assigned task provided to field technicians and provided updates to work orders

Coordinated corrective, preventative, planned and implementation projects with local area managers and field technicians

Guaranteed Customer Premise Equipment (CPE) restoration within a timely manner

Dispatched field technicians to on and off-site locations to ensure Service Level Agreements are met

Functioned as a liaison between internal/external stakeholders to ensure all expectations and business needs are met

Supported Capacity Add triage team, tracked parts, and antenna replacement

Assisted in market disaster recovery management

Serves as a local point of contact for cell site access, installations, and work request

Functioned as a local point of contact for all inquiries, escalations, and specific request Westin Hotel, Atlanta, GA. ( Oct. 2007 – Oct 2008) PBX Supervisor –Hospitality, Tourism, and Management

Supervised 18 guest service operators and provided Tier 1 support through scheduled maintenance and upgrades

Utilized Avya G3PBX and servers, IVR and ACD software

Telecommunications billing, invoicing and analysis.

Order, install and support, T1, DIA, EPL, PRI, POTS

Circuit order management.

Develop detailed work plans, schedules, estimates, resources plans, ands status reports

Developed and maintained package database for eight departments for information technology / helpdesk

Responded to guest inquiries and requests and resolve issues via telephone in a timely, friendly and efficient manner

Clear Channel Radio, Atlanta, GA. ( April 2007–March 2008) Traffic Producer- Media

Cold calls to all the county DOT dept., Police, State Patrol, Fire dept. to gain updates on existing traffic problems and road constructions and closures. .

Research Traffic and input information for software for anchors and the Garmin System (Auto GPS System

Maintained a level of 85% over the accuracy rate, resulting in an advertising increase of $50,000 in sales.

Tropicana Hotel, Atlanta, GA. (April 2006-July 2007) PBX Dispatch Operator –Hospitality, Tourism, and Management

Served as a customer service and dispatch operator, Analyzed call management reports for optimized call performance

Provided Tier 1 support to the Avaya PBX System and wired infrastructure paging system

Order, install and support, T1, DIA, EPL, PRI, POTS

Telecommunications billing, invoicing and analysis.

Telephony infrastructure ranging from PBX administration, VOIP/SIP architecture, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management. Stratosphere Hotel, Las Vegas, NV. ( Nov. 2002– March 2006) PBX Supervisor – Hospitality, Tourism, and Management

Supervised 21 Guest Service Operators by provided training and motivational programs to improve customer service performance

Provided Tier 1 support of Siemens-Hicom PBX and Octel Voicemail, MAC, upgrades and troubleshooting of circuits and servers

Telecommunications billing, invoicing and analysis.

Order, install and support, T1, DIA, EPL, PRI, POTS

Circuit order management

Telephony infrastructure ranging from PBX administration, VOIP/SIP architecture, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management, etc. Fuji Photo Film, Greenwood, SC. (March 2000 – December 2001) Telecommunications Specialist – Film

Forecasted information for call center data expansion and consolidation, Perform status information and related reporting, program level analyses reports

Telecommunications billing, invoicing and analysis.

Order, install and support, T1, DIA, EPL, PRI, POTS

Circuit order management.

Telephony infrastructure ranging from PBX administration, VOIP/SIP architecture, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management, etc.

Provide support for critical functions on a daily basis, including telecommunications infrastructure, PBX programming, telecommunications wiring/cabling/and desktop hardware. Plan, design, install, configure, and maintain the implementation of the Telephony infrastructure including hardware/software recommendations, Perform capacity planning and forecasting of Telephony resources. Evaluate and/or recommend potential Telephony solutions (i.e. hardware, software, network-related)

Project Management: Installation of voice and data infrastructure (including Fuji private network)2 lg. projects, 2, 250,000 sq ft. printing facilities. Work with external vendors and internal divisions across the entire organization (including in Japan. Adidas America, Spartanburg, SC ( 3 mo. Contract) Jan. 2000 – Mar. 2000 ) Communications Specialist III – Sports Apparel

Technical support of all call center (8 national) technologies and solutions,

Telephony infrastructure ranging from PBX administration, VOIP/SIP architecture, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management, etc. Job Duties: Provide support for critical functions on a daily basis, including telecommunications infrastructure, PBX programming, telecommunications wiring/cabling/and desktop hardware. Plan, design, install, configure, and maintain the implementation of the Telephony infrastructure including hardware/software recommendations Perform capacity planning and forecasting of Telephony resources. Evaluate and/or recommend potential Telephony solutions (i.e. hardware, software, network-related)

Order, install and support, T1, DIA, EPL, PRI, POTS

Circuit order management.

Perform status information and related reporting, program level analyses reports.

Work with external vendors and internal divisions across the entire organization to complete the project.

Projects Management: closed call center in London England and relocate to Seattle WA.

(Financial return of $125,000 and task completion time was 3 days shorter than scheduled time allotted.)

State Farm insurance, Alpharetta, GA. (9 mo. Contract) Apr. 1999 – Jan. 2000 Communications Specialist III – Insurance

Responsible for providing user support for call centers,

Serve as liaison between business users and technical developers, manage vendor relationships, evaluate and analyze internal customer requests,

Circuit order management

Order, install and support, T1, DIA, EPL, PRI, POTS

Telephony infrastructure ranging from PBX administration, VOIP/SIP architecture, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management, etc.

Provide support for critical functions on a daily basis, including telecommunications infrastructure, PBX programming, telecommunications wiring/cabling/and desktop hardware. Plan, design, install, configure, and maintain the implementation of the Telephony infrastructure including hardware/software recommendations Perform capacity planning and forecasting of Telephony resources. Evaluate and/or recommend potential Telephony solutions (i.e. hardware, software, network-related)

Project Management Voice Networks, Technical support and configurations and support of the infrastructure of the Southeastern data centers. Providedprogram level analytical reports John H. Harland, Decatur, Ga. June 1998-Apr. 1999

Telecom Service Analyst- Financial Printing Facility

Tier 2 support for (24 national) calls centers.

Order, install and support, T1, DIA, EPL, PRI, POTS

circuit order management

Telephony infrastructure ranging from PBX administration, VOIP/SIP architecture, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management, etc.

Provide support for critical functions on a daily basis, including telecommunications infrastructure, PBX programming, telecommunications wiring/cabling/and desktop hardware. Plan, design, install, configure, and maintain the implementation of the Telephony infrastructure including hardware/software, recommendations Perform capacity planning and forecasting of Telephony resources. Evaluate and/or recommend potential Telephony solutions (i.e. hardware, software, network-related)

Telecommunications billing, invoicing and analysis.

Manages the integration of vendor tasks and tracksand reviews vendor deliverables

Project Management: design and implemented voice network infrastructure for 65,000 sq ft. call centers in Grapevine, TX,

Turner Broadcasting Systems INC., Atlanta, GA. (Oct. 1985 – June 1998) Network Engineer/ Project Manager – Media

Manage and maintain Voice/Call Center MAC and infrastructure service restoration, manage multiple sites (New York, Washington DC, Miami FL.) Telephony infrastructure ranging from PBX administration, VOIP/SIP architecture, ACD/IVR functions, Voice T1/T3/DS3 management, Vendor and Client management, etc

Order, install and support, T1, DIA, EPL, PRI, POTS

circuit order management

Provide support for critical functions on a daily basis, including telecommunications infrastructure, PBX programming, telecommunications wiring/cabling/and desktop hardware. Plan, design, install, configure, and maintain the implementation of the Telephony infrastructure including hardware/software, recommendations Perform capacity planning and forecasting of Telephony resources. Evaluate and/or recommend potential Telephony solutions (i.e. hardware, software, network-related)

Responsibilities: perform repair, installations, configurations, MACD and testing on various, Lucent Definity G2’s, G3”s, and Avaya PBX’s, Audix and Intuity voice mail, network

Telecommunications billing, invoicing and analysis.

Projects: CNNFN (NY), Shuttle lifts (FL.) CNNDC (DC)

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