Call Center Telecommunications Specialist
Resume:
Orlando C. Roque
Little Elm, Texas 75068
(C) 469-***-****
(H) 972-***-****
OBJECTIVE: To occupy a Senior Staff position where my expertise in the telecommunications and call center fields can be leveraged to increase revenue with maximum use of available resources.
SUMMARY OF
QUALIFICATIONS: Committed to providing excellence in the workplace and dedicated to building a world class
Organization. Thirty solid years of work experience in a world-class company, consistently cited by several quality organizations as the best in class, when it comes to customer service. Extremely energetic individual with a solid desire and the experience to solve complex problems in a fast-paced
environment. Twenty years of solid experience managing systems, switches and LAN/WAN networks in a multiple call center environment, including an international site located in India.
PRESENT POSITION: Professional Systems Administrator
AT&T Services
Credit and Collections Organization
EDUCATION: Bachelor of Science in Business Administration
Major: Economics
Certificate for AT&T and New York University Credit Analysis and Risk Management program
EXPERIENCE: 30 Years with AT&T in various capacities and 2 years with non-related AT&T Business
SKILLS: Telecommunications Specialist
Data And Voice System Administration
UNIX and Microsoft Operating Systems (workstation & server versions)
Detail System Requirements
Software Testing
Systems Design
System Security Specialist
Interpersonal Communication Skills
Project Management
Written and Verbal Communication Skills
PC Operations
Data Base Administration
General Supervisory Skills
Credit Specialist
Customer Inquiries
Negotiations Specialist
Customer Relations, Services Specialist
Training Delivery/Development
Service Order Interface Specialist
EMI and Message Processing Specialist
Well versed in Microsoft Office Products
SYSTEMS: DEFINITY G3r12 SWITCH, CMS (Call Management System), ROUTE IT, CENTREVU SUPERVISOR, NICE ANALYZER, INTUITY AUDIX (voice Mail System), CONVERSANT (IVR) Techology, DAVOX automatic dialer system, SIXTH SENSE, CPP, BSE, C&D, CAS/OSS, UMS, COCRIS, RAMP, TSO, BAC/TCSS, MCOR, ATI, CCAS, CACSPLUS, IWS, BUREAU LINK, ELOS, LEC GUI’s, DPS, ABPS, CSM, ESP, CRM, ACCT Trouble Ticketing System, VERIZON LSI & WISE, QWEST, SBC Tools, LSA/OSS, AXENT Symantec, ESM software, UAM, Compose IT, CSHARP,
WORK HISTORY:
10/2015 – Present Professional System Administrator
AT&T Communications
Credit and Collections Organization
Responsibilities include: Establishing new vendor Credit and Collection centers (domestic or international). Manage a secure vendor data connectivity to AT&T Data centers including firewalls and DNS Views. Audit vendors network and call center infrastructure to ensure that they comply with AT&T security policies and standards. Act as a Business Continuity Plan expert for first party vendor outsourcing. Participate in RFPs for new Credit and Collection vendors. Ensure that vendor’s system issues are properly addressed by AT&T personnel.
12/31/04 – 10/2015 Senior Technical Specialist
AT&T Consumer Services
Credit and Collections Organization
Responsibilities include: On-site manager for an AT&T Credit and Collection Center located in Charleston SC. Acting as a liaison between our strategic partner OSI and the AT&T team. Responsible for the Workload Distribution Team, which brings together all CARM Centers (3 centers throughout the US and a site located in India) to discuss strategies on how to run the business and better manage the distribution of the work among them. Supports the CARM Centers in every aspect of its operation and ensure that their needs are met. Keeping track of centers’ results and measuring the success or failure of meeting every single objective. System ID’s administration for all platforms used in the centers including: Intelligent Workstation Management (IWS), RACF Administration for RCAM and Bureau Link and CACSPLUS. Troubleshoot any issues or problems regarding Data and Voice equipment or software. Perform system administration for data and voice systems like AVAYA’s PBX (G3v11ag.b), Audix (AVAYA’s voice mail system), AVAYA’s Call Management System, AVAYA’s Centrevu Supervisor, AVAYA’s Centrevu Explorer and Intelligent Workstation (IWS) servers and PC workstations. These systems run on different operating systems (UNIX – Solaris and HP) Windows NT 4.0 and Windows 2000. Implement improvements in the centers’ operations. Perform network support for the Charleston WAN/LAN. Design and implement routing plans for inbound and outbound traffic in all CCO locations.
12/01/01 - 12/31/04 Staff Manager
AT&T Consumer Services
Credit and Accounts Receivable Management
Responsibilities include: On-site manager for an AT&T Credit and Collection Center located in Charleston SC. Acting as a liaison between our strategic partner OSI and the AT&T team. Responsible for the Workload Distribution Team, which brings together all CARM Centers (3 centers throughout the US and a site located in India) to discuss strategies on how to run the business and better manage the distribution of the work among them. Supports the CARM Centers in every aspect of its operation and ensure that their needs are met. Keeping track of centers’ results and measuring the success or failure of meeting CARM’s objectives. System ID’s administration for all platforms used in the centers including: Intelligent Workstation Management (IWS), RACF Administration for RCAM and Bureau Link and CACSPLUS. Troubleshoot any issues or problems regarding Data and Voice equipment or software. Perform system administration for data and voice systems like AVAYA’s PBX (G3v11ag.b), Audix (AVAYA’s voice mail system), AVAYA’s Call Management System, AVAYA’s Centrevu Supervisor, AVAYA’s Centrevu Explorer and Intelligent Workstation (IWS) servers and PC workstations. These systems run on different operating systems (UNIX – Solaris and HP) Windows NT 4.0 and Windows 2000. Implement improvements in the centers’ operations. Perform network support for the Charleston WAN/LAN. Design and implement routing plans for inbound and outbound traffic in all CCO locations.
05/96 – 11/30/2000 Associate Manager
AT&T Consumer Marketing Division
Credit and Accounts Receivable Management
Responsibilities include: System ID’s administration for the Intelligent Workstation Management (IWS),
RACF Administration for RCAM and CICS, Bureau Link and CACSPLUS, Troubleshoot any problems with regards Data and Voice equipment for the Credit
Management Center, Administer Data and Voice systems like Audix, CMS and IWS servers and
Workstations, Provide input towards improvement in the center’s operations. Network Administration and Switch Administration for voice and data systems running UNIX (Solaris & HP) and other operating systems like Windows Terminal Server, Windows NT 4.0 and Window 95/98.
08/95 - 05/96 Associate Manager
AT&T Consumer Communications Services (CCS)
Credit Management Operations Process Architecture
Responsibilities include: CACSPLUS Table Maintenance, System ID Administration, Prepared and introduced the CARM Centers to the new collection system called CACS+, AMS interface for Testing/Maintenance of CACS System. Assisted in preparing the system document for the said system. Provided support for the Collection systems. Perform system administration for the Mechanized Correspondence System (MCOR).
01/94 - 08/95 Staff Supervisor
Mobile Consumer Communication services SBU
Wireless Product Architecture
Responsibilities include: Analyzing Product Management needs and defining an efficient and economical systems architecture to implement the product and/or service in the market. Participated in the Equal Access Conversion of AT&T Wireless Services, Support for the AIRONE service.
10/92 - 12/93 Staff Supervisor
AT&T Away from Home and Office SBU
CAM Project Management
Responsibilities include: Analyzing and writing the Project Definition and Business Design. Coordinate Technical Designs and Resource Management for Developing application changes, Performed and organized customer presentations, Walk-troughs, and meetings for System and Technical Requirements. Negotiated for several Direct Billed Card and Execu-Bill interfaces. Responsible for Sub-System Testing Review, User Acceptance Testing and Inter-System Testing. System Installation and Product Transition.
10/91 - 10/92 Assistant Staff Manager
AT&T Consumer Communications Services (CCS)
Systems Support
Responsibilities include: Developing and analyzing design changes for the BAC/TCSS (Billing and Collection) and MCOR (Mechanized Correspondence) Systems. Performed sub-system test reviews and user acceptance testing for Calling Card requirements. Analyze impacts of CPP functional changes to BAC/TCSS and CBIS. Provide inputs and assist in coordinating release schedules. Maintain the integrity of data for ITMS Tables. Responsible for validating BCOM releases during installation weekend. Represent Consumer Operations in Business Implementation meetings and forums.
03/90 - 10/91 Assistant Staff Manager
AT&T Consumer Communications Services (CCS)
Card Services Center HQ
Responsibilities include: Developing and writing Methods and Procedures for the New AT&T Calling Card. Provides support for Inter-System Testing and responsible for transitioning the Non-Subscriber Card to the New AT&T Calling Card.
10/87 - 03/90 Credit Representative
AT&T Consumer Communications Services (CCS)
Responsibilities include: Collecting revenue for the Non-Subscriber Card. Answering customer’s billing and collection inquiries and provide customer service.
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