Account Management, Coordinator, Implementation, Telecom
Resume:
Lisa Baker
Telecom Analyst
Canonsburg, Pennsylvania, United States
Phone: 610-***-**** Email: ****.*********@*******.***
LinkedIn: www.linkedin.com/in/lisabaker1739
Profile Summary
Results-driven IT and Project Management professional with extensive experience in technical support, end-user support, help desk services, training, migrations, wireless telecommunications, vendor relations, and customer-facing account management. Skilled at guiding end-users’ step by step to resolve technical issues and ensure seamless adoption of systems. Adept at leading cross-functional teams, managing enterprise-level projects, and optimizing operational efficiency. Passionate about leveraging technology, strong client relationships, and training to drive business success.
Core Competencies & Skills
IT Support & Help Desk Management
Telecommunications & Networking – Technical Support – End user training and guiding step-by-step for support
Project & Program Management
Vendor & Stakeholder Collaboration
Process Improvement & Compliance
Microsoft Office 365, SharePoint, Power BI, Zendesk, ServiceNow, Salesforce
Agile & SDLC Methodologies
Technical Documentation & Training, Comparison reporting, VLOOKUP, Pivot Tables
Customer Service & Client Relations
Risk Management & Quality Assurance
Wireless Technologies & Mobile Solutions
Face-to-Face Customer & Account Management
Vendor Relations & Procurement Strategy – Verizon, AT&T, T-Mobile, Sprint
Professional Experience
Family Caregiver – Immediate Family Member
Feb 2025 – Present
• Provided full-time care and support for an immediate family member, managing medical appointments, daily needs, and household responsibilities.
• Strengthened organizational, time management, patience and problem-solving skills while balancing complex personal and family priorities.
• Maintained professional development during this time through online training and industry research.
Telecom Analyst – AppDirect
Apr 2024 – Jan 2025 (10 months), Pittsburgh, PA
Results-driven IT and Project Management professional with extensive experience in technical support, end-user support, help desk services, training, migrations, wireless telecommunications, vendor relations, and customer-facing account management. Skilled at guiding end-users’ step by step to resolve technical issues and ensure seamless adoption of systems. Adept at leading cross-functional teams, managing enterprise-level projects, and optimizing operational efficiency. Passionate about leveraging technology, strong client relationships, and training to drive business success.
Network Analyst – PNC – TEKsystems
Oct 2022 – Sep 2023 (1 year), Remote
Managed WAN/Cellular services billing to support ENS projects.
Ordered cellular equipment including Android/Apple devices, tablets, and MiFi.
Processed telecom expense management for billing and maintained vendor costs.
Prepared project status reports and informed management of deliverables and milestones.
Performed data validation using VLOOKUP formulas and PivotTables.
Provided training and peer support on processes and tools.
Project Manager – T-Mobile – TEKsystems
Jan 2022 – Jul 2022 (7 months), Remote
Managed Public Sector accounts within Sprint platform during migration process.
Scheduled and led WebEx conferences with customers for account reviews.
Oversaw project documentation and customer satisfaction resolutions using SharePoint and Salesforce.
Monitored implementation milestones, critical paths, and corrective actions.
Provided overall project communication with cross-functional teams.
Delivery Driver – Uber
Apr 2015 – Feb 2022 (6 years 11 months), Remote
Delivered high-quality customer service with 4.9+ rating.
Managed real-time navigation and scheduling with strong adaptability.
Project Coordinator (Pandemic) – Quality Custom Improvements INC
Jan 2020 – Nov 2021 (1 year 11 months), Malvern, PA
Oversaw multiple projects from initiation to completion, ensuring on-time delivery.
Created and maintained project documentation and status reports.
Assisted in budget management and resource allocation.
Strengthened vendor relationships to improve service efficiency.
Rural Carrier – United States Postal Service
Sep 2018 – Nov 2019 (1 year 3 months), Downingtown, PA
Delivered mail and packages to business and residential customers within timed routes.
Assisted with training new hires on USPS equipment and routes.
Project Coordinator – CTDI
Aug 2015 – Apr 2016 (9 months), West Chester, PA
Provided technical support for large cable accounts and met deadlines.
Delivered Help Desk support to clients and directed them to online systems for resolution.
Coordinated shipping and receiving equipment for clients.
Resolved equipment issues and managed execution of projects.
Created weekly budget reports by region.
Project Implementation Specialist – Cricket Communications
Apr 2012 – Mar 2014 (2 years), King of Prussia, PA
Supported Premier and Standard accounts in Cricket’s distribution channel.
Provided one-on-one and group training for indirect retailers.
Conducted quarterly inventory asset management.
Partnered with local and regional retailers to ensure brand compliance.
Project Manager / Sales Implementation Specialist / Technical Service Representative / Customer Service Representative – Sprint
Jun 1998 – Mar 2011 (12 years 10 months), Wayne, PA
Provided support to Federal, Government, and Public Sector accounts.
Delivered online and classroom training on Sprint products and services.
Guided end-users step-by-step to resolve technical issues and supported migrations.
Performed technical support for Wi-Fi and air cards.
Developed and delivered reports, proposals, and project documentation.
Trained customers on billing solutions and supported sales teams.
Shipped, tested, and upgraded retail inventory hardware/software.
Education
Marple Newtown High School – Diploma, Academics (1988 – 1991)
Center for Arts and Technology – Certificate, Data Processing (1990 – 1991)
Shaker Heights High School- (1987-1988)
Delaware County Community College-(1994-1995) 12 Credits
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