Steven J. Alderete **** Tree Ln NE

Salem, Oregon 97305

503-***-****

adx69k@r.postjobfree.com

CUSTOMER RELATIONS PROFESSIONAL

Excellent Customer Service, Network Process Analytics, Knowledge of Ethernet and Internet Circuits, Request for Network Quote (RFQ), State Network Service Contracts, Contract Compliance and Vendor Management, Network Inventory, Network Hardware, Telecommunication Billing Processes, Accounts Payable and Receiving and Invoice Reconciliation and Report Development

Over 45 years of experience working telecommunications and Network services, skilled with strong customer service by assisting them in achieving a high operating status and building professional partnerships by offering superior service support to state agencies and vendors.

CAREER TRACK

Object: Represent as the customer voice of wide area network (WAN) circuits

Department of Administrative Services (DAS) Asset Management, Service Order (Network TSO) Desk, Contract Admin, Quotes—December 1, 2013 – 3/31/2022

Quote Process:

The process comprises sending "Requests for Network Quotes" (RFQ) to the contracted vendor partners requested by the agencies and DCS. The quotes are Ethernet and for SD-WAN, internet circuits.

I monitored Request for quotes (RFQ) timelines using the "Best Value Analysis" (BVA) for each bid and awards the quote providing to the agency for approval. During the quote process, there is constant communication through emails or phone calls with the vendor and the agency to ensure that the customer receives bids as intended.

I monitored the circuits for bandwidth usage for DCS and the agencies. If an agency's services are over-utilized and a DCS Network Circuit is over-subscribed, or the utilization is high, I will advise engineers to request a quote to upgrade the circuit.

Including the analyzation wide area network systems and/or the customer’s network environment, including selecting operating systems and protocol suites and configuring communication media with bridges and other devices.

Resolved problems by using operations across all platforms including e-mail, files transfer, multimedia, teleconferencing and the like.

I supported acquisition and implementation of WAN circuits well as subcontractor services as needed.

Contracts:

I was an adviser to DAS Contract Procurement with the State's Bandwidth RFP.

Achievements:

I was able to obtain in many remote areas of the state Network Services that did not have Network services; I worked directly with the vendors to explore alternate means to provide Ethernet or Internet circuits for the agencies.

Some of the remote rural locations that we have provided orders for are Fossil, Mitchell, Rooster Rock, Condon, Juntura, Silver Lake, Santiam Pass, and others.

Network Asset Management:

Updated Network Equipment Records

Upon request, assigned equipment to Network technicians

Requested quotes and purchase Network equipment from NASPO approved suppliers

Requested RMA from equipment manufacturers

Telecommunication Service Order (TSO) for Network circuits: Receive requests from agencies to install or disconnect Network circuits. Installation orders are based upon the quotes provided to the agencies. The TSO desk peruses the order to ensure that the bandwidth and prices correspond to the Network quote.

The details are recorded per the request and sent to the vendor for installation.

Vendor updates include Firm Order Commitments, changes of timelines, and how the order is proceeding. Vendor updates also include requirements from the agency.

Project Manage and Contract Compliance:

The liaison between the agency and the vendor.

Insured the required service-level agreements (SLAs) during the installation are performed. There is constant communication through emails, phone calls, and conference calls with the vendor and the agency during the installation process, providing excellent customer service for the agencies and the vendors.

Covid-19:

Managers placed requests for quotes and ordered emergency Ethernet circuits throughout the area and because I have established excellent relationships with the state's partner vendors, in most cases within a day or two. They were Mahonia Hall and State Fair Grounds for the remote hospital. Also, a warehouse in Wilsonville to house FEMA medical supplies and a call center for Employment. At DPSST, for the Oregon Emergency Management Covid-19 Headquarters.

Department of Administrative Services (DAS) Voice Services Telecommunications Service Order (TSO) Desk, Provisioning Analyst, Contract Admin—October 18, 2004 – November 30, 2013

The position requires an advanced knowledge of telephony, telephone systems such as key systems, PBX, VoIP, administrating to over 40,000 PBX, Key and VoIP customers, providing excellent customer service.

Established, implemented, and administered the Department Administrative Services (DAS) Voice Services telephone remanufacturing contract.

Saved DAS/ETS 50 to 85 % of the purchase over new equipment.

The contract was recognized by DAS as one of the top ten money savings plans to help save money for the State of Oregon in during economic hardship. For the duration of this plan it will save the State of Oregon a minimum of $2.5 million dollars.

Trainer: Taught the use of the DAS order entry OSS system.

Collaborated with the OSS DBA administrator to establish new processes to the web based application.

Use of multiple State databases such as the Mainframe (TOES), RT and the primary administrator of the DAS Order OSS.

Analyzed agency order telecommunication requests, confirm requests with the agency, made recommendations if needed and prepare for management approval.

oDetermined service types,

oDetermined proper provisioning of network, such single line, DID’s and T1-PRI applications.

oPlace request for price quotes for the construction of new voice systems and upgrades.

oPerform initial data gathering for new telephone system software and equipment upgrades and to design telephone systems for agencies.

oWorked with vendors to clarify concerns and ensure proper implementation of requests.

Customer Assistance—Receive from 30 to 50 daily customer contacts (email/phone call) both intra and inter agencies for all service-related questions such as to discuss business needs and telephone system requirements.

Train new staff on TSO desk functions, responsibilities, equipment interoperability, and monitor daily work.

Manage Voice Services Warehouse for both legacy systems and Cisco VoIP telephone systems.

oMaintain inventory of repair returned legacy and VoIP phones and equipment

oOrder and track all VoIP equipment by TSO.

oMaintain inventory of the Cisco telephones and ancillary equipment by using inventory control software.

oProcess warranty returns (RMA) of failed Cisco products.

Verizon NW / GTE Salem, OR, - Billing Analyst / Customer Service/DBA Coordinator 1997 - 2003

Provide highly effective direction managing the State of Oregon warranty / maintenance service contracts Work closely with senior managers and associates, to develop processes and procedures critical to providing superior level of service to clients, reduce and eliminate inefficiencies, maintain a high level of compliance and quality assurance for all invoices, meeting all State of Oregon requirements.

Manage daily billing activities:

Coordinated all invoicing functions, such as accounts payable and receivables and raised billing accuracy from an unacceptable level to 99 percent.

Served as a primary point of contact as a member of the development and implementation team during a 2-year interim OSS billing system development project.

Part of the Verizon team that developed and implemented the Voice Services Flat Rate billing scheme.

Researched and worked closely with a variety of Verizon billing departments to create an invoicing process acceptable to the State of Oregon.

Designed and recommended reports to maintain the database integrity for billing audits and monthly maintenance.

Designed new reports for audits of the database

General History 1975 - 1997

1995 – 1997 Business Service Advisor (Large Business and Government)

1989 – 1995 State of Oregon Service Representative (Billing)

1988 – 1989 Telephone Service Representative

1985 – 1988 Telephone Dispatcher

1975 – 1985 Telephone Operator

LEARNING CREDENTIALS

Spokane Community College - Spokane, Washington

Architectural Drafting

June 2007--Chemeketa Community College – Salem, Oregon

VoIP Telephony

Additional courses, seminars and workshops include:

“How to Make Friends and Influence Others”, 2000

Dale Carnegie Seminars - Beaverton, Oregon

COMPETENCIES

Microsoft Windows: 10 • Office 365: Excel, Word and Access

Internet Browsing: Explorer • Email: Outlook

Language: Tandems Advanced Command Language (TACL)

AWARDS & RECOGNITION

Received letters of commendation from numerous clients 1995 to 1997 BSA Position.

National Excellence Team Award for the development and implementation of ISO 9001:2001, 2001

#1 out of 100+ teams.

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