Telecom Provisioning Specialist NOC Transport

Priscilla Scanlon-Carver Chesterfield, VA ***** 804-***-**** *.*******.******@*****.***

Telecom Provisioning Specialist NOC / Transport (MPLS, Ethernet, PRI, VoIP) Public Sector & Carrier Support

“Helping Telecom teams deliver fast turn-ups, clean cutovers, and right-first-time activations” Career Snapshot: Telecommunications provisioning and service activation specialist with 15+ years of progressive experience leading order-to-activation workflows (MACDs), cutovers, and turn-up readiness for DSL, VoIP, and IPTV across carrier and public sector environments. Expert in hands-on provisioning, records accuracy, and advanced troubleshooting for MPLS, Ethernet, PRI, VoIP, and DS3, removing blockers and ensuring smooth installations. Proven ability to deliver reliable results and process improvements in partnership with NOCs, carriers/LECs, field technicians, and central office teams. CORE COMPETENCIES

Service Order Processing MACD Execution DSL/VoIP/IPTV Provisioning & Cutovers Access & Transport Network Operations Turn-Up Readiness & Service Validation Router/MUX/DSLAM Analysis Cisco/Juniper Platforms Multiplexer Diagnostics Carrier & LEC Coordination Field Dispatch & Escalations Network Restoration Sequencing

Documentation & Quality Control Ticket Management Closeout Discipline Customer Communication Install Scheduling Cutover Status Reporting Turn-Up Troubleshooting Ethernet/PRI/VoIP/MPLS/DS3 PROFESSIONAL EXPERIENCE

ZolonTech IT services firm providing technology solutions and support to federal and commercial clients Telecommunications Specialist Chester, VA 2018–Present Snapshot: Lead end-to-end telecom service delivery for Virginia state agencies under the VITA program, managing voice, data, and wireless requests from intake through fulfillment and disconnects. Maintain accurate, compliant documentation while coordinating with internal teams, vendors, and agency stakeholders to deliver timely service changes, resolve issues efficiently, and ensure service continuity using enterprise ticketing and ordering systems.

• Reduce service errors by maintaining up-to-date telecom directory listings, enabling accurate services for state agencies and minimizing support escalations.

• Shorten service fulfillment times by streamlining order intake and processing, accelerating delivery of wireless, landline, and data services for agency users.

• Minimize order rework by standardizing request validation and documentation, ensuring timely and successful completion of telecom change orders for VITA-supported agencies.

• Improve customer satisfaction by proactively resolving provisioning issues and maintaining clear communication with agency contacts throughout the service delivery process.

• Enhance workflow transparency by accurately tracking and updating order status within enterprise ticketing and ordering systems, supporting seamless collaboration between internal teams and agency stakeholders.

• Support continuous service quality by identifying trends in recurring issues and recommending process improvements to management, contributing to greater efficiency in telecom provisioning activities. Uniti (formerly Windstream Communications) Provider of fiber-based telecom infrastructure and connectivity services for carrier and enterprise customers

Customer Support NOC Technician (formerly Spec 1 Technician, Transport) 2014–2018 Snapshot: Owned leased-circuit incident response for carrier and enterprise customers, triaging trouble reports and leveraging structured testing and network element analysis to rapidly isolate fault domains. Led end-to-end repair coordination across diverse circuit types by partnering with customers, field technicians, central office teams, and carriers to deliver verified restorations and ensure consistent, high-quality escalations.

• Minimized customer downtime by rapidly isolating fault domains and coordinating seamless cross-team repairs, resulting in faster circuit restoration and improved client satisfaction.

• Increased troubleshooting efficiency by managing end-to-end leased circuit analysis and applying structured testing, leading to quicker issue isolation and reduced time to resolution.

• Enhanced service reliability by diagnosing diverse network circuits (MPLS, EFM, HDSL, Ethernet, PRI, VoIP) and translating findings into clear action steps, improving overall repair quality.

• Reduced service interruptions and escalations by proactively interpreting circuit designs and confirming Priscilla Scanlon-Carver 804-***-**** pg.2

construction details, resulting in fewer errors and less rework.

• Streamlined escalations by delivering comprehensive diagnostics on edge routers and multiplexers, enabling faster assignment to resolver teams and shortening outage durations.

• Improved restoration outcomes and customer trust by coordinating efforts with field, central office, and carrier teams, ensuring validated service recovery before ticket closure. Verizon Global telecommunications company providing wireless, broadband, and enterprise network services Maintenance Administrator Richmond, VA 2011–2013 Snapshot: Selected by Verizon to strengthen network repair intake in a fast-paced environment supporting customers, resellers, and facilities partners. Served as the primary contact for trouble reports, capturing precise details and ensuring accurate ticket routing to enable efficient restorations. Recognized for disciplined communication, timely updates, and data-driven troubleshooting that reduced downtime, increased stakeholder confidence, and protected network continuity for enterprise clients.

• Reduced restoration delays by accurately capturing and prioritizing high-volume ACD trouble calls across POTS through DS3, ensuring prompt intake from customers, resellers, and facility lessees.

• Accelerated issue resolution by producing high-quality trouble tickets with clear service impact and circuit details, streamlining correct assignment and minimizing unnecessary follow-up.

• Increased customer confidence and transparency by routing cases to appropriate resolver groups and delivering timely status updates during the restoration process.

• Enabled faster field repairs and installs by proactively collecting key information, coordinating dispatch logistics, and eliminating bottlenecks in service workflows.

• Preserved operational continuity and minimized ticket reopen risk by closing trouble reports with disciplined, comprehensive documentation.

Cavalier Telephone Regional telecommunications provider delivering broadband internet, voice, and data services Internet Service Provisioning Richmond, VA 2005–2011 Snapshot: Launched telecommunications career as a core member of a high-volume provisioning team delivering right-first-time IPTV and DSL activations for residential and business customers. Built advanced technical capabilities in DSLAM provisioning, service validation, and precise IP and record management while coordinating installs and cutovers with technicians and cross-functional teams. Improved activation quality, minimized rework, and elevated team performance through clear documentation and training.

• Achieved consistent first-time IPTV and DSL activations by managing comprehensive provisioning, service validation, and hands-on technician coordination.

• Secured seamless customer transitions by executing DSL cutovers and MDU service modifications with accurate handoffs and minimal disruption.

• Minimized errors and rework through meticulous maintenance of DSLAM and IP records, effective port inventory management, and expert configuration across multiple vendor platforms.

• Increased team reliability and on-time order completion by developing training materials, standardizing VoIP provisioning, streamlining account setup, and overseeing logistics for installs and shipments. EDUCATION

IT Certificate, Community College Workforce Alliance High School Diploma, W.F. Kaynor Technical High School TOOLS & TECHNOLOGY

MS Office Suite (Outlook, Teams, Word, Excel) Microsoft Access Lotus Notes ServiceNow T1 Fundamentals Routing 5E Switch & Coding DMS Switch 5ESS DMS Metaswitch TBS Cisco Routers Juniper Routers MUX/Multiplexers Adtran Hatteras Troubleshooting & Installation of DSL Services

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