Service Delivery Customer

Catherine Meyer

Network Specialist

*****************@*****.*** • 303-***-****

https://www.linkedin.com/in/catherine-m-b96040b9

Melbourne, FL 32901

Technically advanced professional with substantial experience in spearheading and executing complex projects from conception to completion within stringent constraints. Well-versed in enabling achievement of measurable organizational impact via implementation of Agile/Scrum methodologies and key initiatives. Remarkable efficiency in performing gap analysis between business requirements and recommending and supporting changes to service catalogue. Success in leading all efforts related to deployment of Agile Scrum and Scaled methods for complex, high-visibility technical projects. Elite leader; adept at directing and training cross-functional teams, evaluating performance, and integrating new ideas. Skilled at building and maintaining productive relationships at all professional levels. Instrumental in brainstorming and implementing process improvements initiatives to continuously drive quality and efficiency in service delivery.

Areas of Expertise

Agile & Scrum Methodologies

Knowledge of L1 and L2 network design elements

Strategic Planning & Execution

Inventory Control

Database Management

System Configuration & Integration

Customer Service & Support

Technical Testing & Troubleshooting

Detailed Oriented

Strong analytical aptitude

Risk Assessment & Mitigation

Cross-functional Collaboration

Professional Experience

Zayo Group, Remote August 2014 – October 2022

Service Delivery Coordinator Ethernet/Dark Fiber/ISP Design Engineer

Enhance business efficiency by conducting physical and logical audit of equipment/circuits and developing new network/network reconfiguration, encompassing identification and sourcing of equipment shelves and cards within existing network. Fulfill all project requirements as well as necessary expenditures by assessing current equipment and circuit configurations and determining alternatives. Streamline work processes by identifying necessary resources, including space, power, fiber, wave, cross-connect, and riser for anticipated deployments and placing internal orders. Collaborate with design and tier III teams to develop circuit grooming initiatives. Liaise with contractors and Zayo field engineering, fiber engineering, outside plant, project managers, facility circuit designers, and pre-sales support resources to develop and implement approved infrastructure designs for network and customer orders. Educate internal and external customers regarding technical topics clearly and effectively.

Designed and prepared CLR for ISP design team.

Guaranteed timely completion of projects by updating database.

●Led seamless execution of regular operations by formulating statement of work and internal order forms via Salesforce.com.

●Minimized negative effects on customers and maintained network's dependability by assisting NCC and operations in locating replacement components or detours around outages.

●Completed new customer orders and requests by delivering engineering support to product management and sales teams.

●Achieved business growth by spearheading projects within set budget and crafting weekly reports detailing status of projects with respective teams and management.

●Used Google earth to develop close-out packages

●Established and maintained a good working relationship with LEC’s and data centers.

●Ordered cross connects where necessary, and resolved any connectivity issues.

●Worked closely with the field technicians in order to create a seamless transition.

AT&T Denver, CO January 2013 – Aug 2014

Lead Provisioning Design Engineer

Improved operational proficiency by processing orders for all comcast service products, including Multi-PRI VoIP, Wholesale, and RCF, from start to finish. Liaised with carriers on complex circuits as well as executed design circuits for core of network. Evaluated orders sent to OSWF for technical accuracy and clarity of any design-related items. Ensured order completion on time and within established guidelines by overseeing installation of circuits.

●Attained ATT's products growth products by resolving pre-build and customer turn up activities and partnering with service activation technicians.

●Drove optimal business performance by maintaining specific customer commitments and deadlines in ATT database while facilitating customer status updates on order and installation schedule.

●Guaranteed coordination in timely manner by tracking assigned orders.

●Provided technical support to our external clients.

●Addressed complex circuit provisioning problems as well as resolved service and order issues by supporting field operations and analyzing complex technical data.

●Met business objectives by completing inflexible deadlines, executing non-predictive multiple tasks, and creating successful resolution of customer conflict.

Comcast, Denver October 2010 – December 2012

LNP Escalations Coordinator

Improved operational proficiency by verifying orders and administering all workflow components. Optimized workflow by engaging with customers, vendors, internal customers and various levels of Management. Processed orders with Level 3 by utilizing B2B system. Recovered customer order error discrepancies for local number portability by using appropriate service delivery systems and applying corrective actions. Directed data entry activities for processing customer orders along with solving client order discrepancies and resolutions in prompt manner. Managed complicated orders while serving as integral part of LNP escalation team.

●Promoted informed decision-making by preparing daily customer order activity reports and delivering status to internal and external customers.

●Achieved customer satisfaction by delivering excellent customer support and one call resolution.

●Triggered ports and satisfied client port needs by closely collaborating with install engineers.

Jefferson County School District, Evergreen CO August 2008 – September 2010

Network Specialist

Maintained and monitored the LAN within our local elementary school, which included but wasn’t limited to installing new software, updates, initiating daily backups, and replacing hardware when necessary. I was also recruited to teach basic computing techniques to the staff and students. Until my departure, I continued to monitor and resolve any computer issues that arose.

Additional Experience

LNP/Project Manager, APEX, Denver

Network, IT Specialist, Jefferson County Public Schools, Evergreen CO

Technical Support Agent Product Manager Software Trainer, American Fundware Intuit, Denver CO

Education

Bachelor of Business Management, 2001

University of Phoenix, Denver

Associate of Arts & Sciences, Business Management, 1996

Front Range Community College, Westminster, CO

Technical Proficiencies Salesforce Metasolv Microsoft Office Suite Visio Google Docs DSO DSL T1 SONET Ethernet DWDM TCP/IP OSPF BGP MPLS LAN/WAN IP protocol Fiber Optics Google Earth]Microsoft Excel

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