Service Representative Data Entry

Vailinee Wilson

**** ***** ****** **, ********, TX 77407

Phone: 832-***-**** e-mail: *********@*****.***

Information Technology and Telecom Professional with over 19 years’ experience from a global telecom giant seeks an opportunity as a Sr. Sourcing Specialist by contributing the following proficiencies-

Computer: Basic, Visual Basic for Applications, SQL Query, Microsoft Office 2010-2013, Windows XP/Pro/8 Pro/2000/NT/3.11/95/98

Telecommunications: DMS Translations, SONUS Routing Translations, DACS Provisioning, MPLS, Fujitsu 150,600,2400,4100,4500,Nortel OC48Lite,OM3500, MPLS, OSPF, LAN, WAN, Wireless, VoIP and Network Security.

Hardware: Punch blocks, Tone tracers, Repeaters, T-BERD, Modems, CSU/DSU’s, High-speed copper, wireless, fiber optics, and Ethernet

CISCO: routers, switches, firewalls, wireless devices, and access technology Education & Training-

AT&T University- Houston, TX (online) Completed May 2013 Associates -- Enterprise Information Systems

Association of Information Technology Professionals ITT Technical Institute, Houston, TX Completed June 2000 Associates of Electronics Engineering Technology

CERTIFICATION: Engineering Selection Module (ESM)

Career History-

AT&T, Inc. Houston, TX March 1998 - Present

Network Center Tech (2000-2017)

Serves as Team Lead for the Customer Service Provisioning Center (CSPC) specializing in the provisioning, turn-up, and testing of business customer service request

Oversees technical performance (inclusive of sensitive telecom equipment for 22 states

Responsible for design, installation, trouble-shooting microwave and voice related telecommunication operations

Initiates daily communications with business units such as Sales, Marketing, Construction/Engineering and Loop Electronics Routine activities also include: communicating with vendors Time Warner, Verizon, Sprint etc. on a daily basis. Ability to identify and label end-to-end equipment connectivity, disconnect equipment from current facilities as well as coordinate after hour upgrades for customers; maintains and provisions analog and digital circuits. (DS0s, DS1s,DS3s) Selected Achievements:

a) Played a key role in before deadline project completion; bringing said project in over 30K under budget

b) After a stringent selection process, I was selected to develop and update internal testing procedures

c) Granted supervisory role when needed

Customer Service Representative (1998-2000)

Serves as the telephone expert to the customer by discussing and handling billing inquiries, product and service inquires, toll and order inquiries, other miscellaneous inquiries, and complaints or customer requests which are related to other departments including referrals to BellSouth entities or other companies.

Handles Company generated projects (i.e.: Area transfers, Central Office changes, etc.).

Typing and/or data entry is required in most assignments

Handles telephone and in some cases face-to-face contacts; makes minute-by-minute decisions that will result in customer satisfaction.

Handles correspondence. (Customer, inter-department, inter-company, intra- department, intra-company.).

Skills & Qualifications- Best Practices and Standards, Network Operations, Construction Management, Quality Management, Construction and Engineering Technology, Project Management, Problem Solving, LAN Knowledge, Proxy Servers, Networking Knowledge, Network Design and Implementation, Network Troubleshooting, Network Hardware Configuration, Network Performance Tuning, People Management, Telecommunications Systems Engineering, Telecommunications Knowledge, Telecommunications Technologies, Provisioning, Technical Understanding, Functional and Technical Skills, Independence, Attention to Detail, Verbal Communication, Documentation Skills

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