Capacity Operations Engineer Resume Title
Resume:
Michelle Valdez
Telecommunications
Aurora, CO **014
************************@***********.***
Professional Summary
To establish myself as a team player who is dependable in any setting. I strive to earn the respect from my peers as well as Management. I demonstrate the eagerness to grow and enhance my skills and knowledge as the company sees fit. This will mutually benefit the organization as well as my own career goals. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Capacity Operations Engineer
Comcast-Denver, CO
February 2019 to Present
"Actively participate in scheduling meetings with operation partners to finalize priority of work, optimize downtime, and account for necessary lead times
• Determine production cadence and if necessary, recommend alternatives to assure 100% schedule attainment
• Maintain and review reports targeting production due dates. Monitors, tracks, reports, and advises on status of each project phase in order to ensure the region meets delivery requirements and expectations
• Investigates and monitors accurate record keeping with regards to project start, milestone dates, production logs, material costs, and labor expenditures. As well as making sure the jobs are moving within the milestones confirming with serviceability group for addresses moving when node split is scheduled pre cut and post cut. Confirming design is accurate with jobs before node split is completed. Confirm with specialist on the field and with business partner that all construction and network work is completed before cut is scheduled move jobs along milestones to ensure work is completed from start to completion.
• Supports Specialists and leadership team with coordination of projects.
• Reviews, resolves, follows-up customer request and complaints
• Other duties and responsibilities as assigned.
• Proficiency in Microsoft Office, Project, Word, & Excel, with the ability to learn new applications
• Exposure to CATV design and installation processes
• Excellent customer service skills
• Excellent verbal and written communication skills
• Excellent organizational and time management skills
• Primary Responsibilities:
• Managing the serviceability task milestone in JT or Polaris and posting the addressing docs in job docs
• Responsible for keeping the Master Build Schedule (MBS) current and accurate and coordination of any schedule changes
• Scheduled maintenance (SM) ticket creation and accuracy of content including kicking off the daily XOC bridge (daily huddle) and validating that the work planned is the work to be done
• Scheduling cuts are to be planned in a way to minimizing power /customer impacts as customer experience is key to success
• Identify and manage SOW, validate ROE, and owner approval steps for the MDU (by child node)
• Managing scheduling conflicts for CB customers, and updating the MBS and communication/ coordination. If construction is required on site, validation of work completed. Account Coordinator
McKesson-Scottsdale, AZ
November 2018 to Present
Customer service calls to pharmacy and prescribers office for follow up with prior authorizations. Update information in pq and ppq applications. Attention to detail and correct next step process proficiency using mckesson kiwi.
Project Coordinator
World wide technology-Denver, CO
July 2017 to Present
Schedule routes for techs within united states and international, coordinate eqp. Delivery and coordinate with sites communication plans and sow's. Try to ensure network installation projects stay within budget. Level I Resident Engineer Collaborations Specialist BT Communications
2013 to 2017
BT Conferencing, Video Business Unit, unified collaboration services provider with an integrated services offering including Video Conferencing (VC), Audio Conferencing, Web Conferencing, Streaming and Video Network Management Services and Equipment. Through web-based self-service solutions, experienced full-service call centers and diversified global networks, BT Conferencing enables customers to conduct electronic meetings, events and training from anyplace at anytime. First line support of all VC reservations, scheduling, and call production activities from data entry to support during meeting. Responsible for the facilitation and execution of all customer conferencing requests in addition to managing, facilitating, and providing troubleshooting as required. RESPONSIBILITIES:
• Handled and responded to general inquiries, escalated as required.
• Completed administrative tasks such as maintaining the customer database in support of the Service Work Request Process. Updated software and made configuration changes to polycom equipment as needed.
• Assist with all reservations related inquiries, including scheduling and editing conferences as required. Execute all aspects of VC reservation processing including response to all incoming reservation requests.
• Maintain customer records and Onward Database with information, on site equipment & users.
• Enter Help Desk tickets for technical escalation as required.
• Interact by phone, and email directly with conference requestors
• Assist with conducting site integrity & participating in VCs as needed to ensure connectivity.
• Intervene in automated VCs as necessary to address in-call technical issues, troubleshooting with the site technicians and/or engineers as appropriate.
• Work with cross-functional teams assisting with conference room technology related issues.
• Understand and adhere to Clients standard operating procedures.
• Recommend measures to improve performance and increase efficiency.
• Load conferences to the bridges (MCUs) as required Network Technician
Operations Management
2004 to 2013
Comcast
Monitored audio, video transmissions using electronic equipment and visual observation to ensure proper signal transmission. Products included video services, video to cell phone, commercial insertions, Digital Program Insertion, audio services, streaming services, and store and forward technologies, updated AD Hoc reports and sent to clients on a daily basis. Learned video signal flow and was also capable of switching video signal to an alternate path when needed, recorded data and analysis on IVMS, monitoring video IP probes and also monitored WAAS equipment. Utilized the Trouble Tracker System to accurately document problems and problem resolution. Documentation including detailing detection, problem diagnostics, repair action, resolution,
notifications, escalations, and correlation of multiple problems concerning individual and multiple services. Performed accurate and descriptive All Calls to report technical problems to all CMC technical departments in an effort to restore service as quickly as possible. Communicate the resolution of service outages and/or degradations to clients, operational and technical areas, and documented contact information. Followed established procedures in notifying appropriate individuals regarding problems, causes, restoration events, and resolutions. Remained current on internal work processes, policies and procedures.
Receptionist/ Facilities helpdesk
AT&T Broadband
2000 to 2004
• Field all calls and route as necessary
• Provide hosting services to waiting customers, clients
• Provide miscellaneous office support using word and excel
• Responsible for managing payment center information
• Maintain phone list and graphs for phone support call volume
• Customer complaint logs, escalation history
• VP calendar management, conference room scheduling
• Processing, closing, & following up with ticket requests from helpdesk.
• Meeting & consulting with contractors on Facility issues.
• Assisting Director of Facilities operations in all aspects of facilities issues.
• Handeling calls to the helpdesk concerning facility issues. Customer service representative
Tele-communications, Inc
1997 to 2000
90% average in providing quality assurance
• trouble shooting for cable TV customers
• credit card payment processing
• service activation / de-activation
Accounts receivable / Acting office manager
Jemm Company
1995 to 1997
• Accounts Receivable processing
• Customer service
• Office administration (clerical support)
• Shipping and receiving
Data-Entry clerk
Waste Management
1993 to 1994
• Account maintenance
• Proof reading, correction of customer correspondence
• Envelope stuffing and sorting
Education
High school or equivalent
Skills
• Excel
• Sharepoint
• Telecom
• Typing
• Outlook
• Scheduling
• McKesson
• Analysis skills
• Customer service
• Microsoft Office
• Communication skills
• Supervising experience
• Management
• Project scheduling
• Organizational skills
• Project engineering
• Time management
• Project planning
• English
• Phone etiquette
• Data entry
• Clerical experience
• Word processing
• Microsoft Outlook
Certifications and Licenses
Driver's License
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