Information Technology Leader

KaTonya M. Samuels

***************@*****.***

TELECOM AND INFORMATION TECHNOLOGY LEADER

Telecom/Information Technology Leader with 20+ years of progressive and comprehensive experience, including: Service Assurance Management, Escalation/De-escalation Management, Access/Network Engineering, Project Management Trainee, Circuit Design/Provisioning, Order Management, Account Management, Excel, Time Management and Technical Services. Proven experience collaborating with Senior, Executive and other levels of Management, delivering business results through strategic relationships.

WORK EXPERIENCE:

Diversant at Verizon, Tulsa, Oklahoma 2020 to 2022

Verizon Communications specializes in Cable Television, Landline, Mobile phone, Broadband, Digitial Television, Internet Protocol Television, Digital Media, Internet, Telematics and Managed Services with $130.86 billion in revenue yearly.

Service Assurance Manager – Expert Escalation Manager – Reported to Senior Manager of the Service Assurance Group under Verizon Partner Solutions, doing internal/external Customer escalations.

Was proactive in recognizing Customers issus and creative in presenting anticipated solutions, resulting in compliance at 90-100%

Crossed Functional Center and Operations Interaction – I developed a good and solid working relationship with the internal and external NOC’s, ILEC’s, CLEC’s and other work groups

Customer Advocate and Sales Partner

Streamlined Process and Simplified the Customer Experience – I had a strong one-on-one relationship with my Account base

Fulfilled Reason for Outage/Root Cause Analysis/Post Mortems

Escalation Support for Priority and Out of Process Issues

Metric Analysis and Customer Service Reviews

Proactive Ticket Management on Long Duration Outages

Engagement on Initiatives to Drive Best Practices

Windstream Communications, Tulsa, Oklahoma 2015 to 2017

Windstream Communications is the 9th largest residential provider with earnings of $6 billion annually in North America, which also provides voice, data network communications and managed services to various businesses. The Company also offers residential broadband, phone and digital services to consumers.

Analyst II/Provisioner/Project Manager (Trainee) – Reported to the Financial Division Management. I was responsible for grooming circuits for cost savings. My account base saved the Company approximately $25,000 annually.

Verified and implemented the detailed technical design solution to the problem as identified by the Manager

Provided a detail technical design for enterprise solutions

Regularly led in the technical assessment and delivery of specific technical solutions to the Customer

Coordinated implementation of new installations, designs and migrations for technology solutions in various work domains, including networks, applications or platforms

Collected and determined data from appropriate sources assisting in determining Customer needs and requirements

Responded to requests for technical information from Customers (internally and externally)

Verizon, Tulsa, Oklahoma 2010 to 2015

Verizon Communications specializes in Cable Television, Landline, Mobile phone, Broadband, Digitial Television, Internet Protocol Television, Digital Media, Internet, Telematics and Managed Services with $130.86 billion in revenue yearly.

Senior Analyst/Order Manager

Reported to Team Leader/Manager – I managed orders from Installation to Post-Installation on approximately 500 accounts for 2 Branches.

Managed approximately 40 Wholesale Business Customer’s accounts overseeing 500+ subordinate accounts in the Paquette and Government branches from pre-installation to post installation of telecommunication services

Interfaced directly and indirectly with internal and external Customers (Account Teams, ILEC’s and CLEC’s)

Escalated newly generated telecommunication orders through internal/external provisioning processes to Manager up to Vice President in order to ensure prompt and rapid installation of new service for Customers

Participated in the High Bandwidth team that managed Digital Service-3 circuits

Routinely prevented outages by closely monitoring circuits and managed service reports for various sized Customers, including a major university

Designed and provisioned circuits from Digital Service 0 to Optical Service 192

Technical Service Technician 1998 to 2010

Entered telecommunication orders for 9 products including Private Line, VILO and Managed Services

Generated trouble tickets on ANI’s, Toll-Free Numbers, Circuits and Calling Cards for Wholesale Customers

Escalated tickets from Manager to Vice President

EDUCATION

Victory Bible College

Telecom classes/training through MCI/WorldCom and Verizon – Circuit Provisioning/Design

Tulsa Community College

Oklahoma Junior College

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