Telecom Analyst
Resume:
TRAVIS LAVAN
** ********* ******, **********, ******** 80020
*********@*****.***
QUALIFICATIONS PROFILE
Technically sophisticated, motivated, and talented professional, with well-rounded skill set in implementing effective strategies to optimize business processes, elevate efficiency, and improve quality, while significantly reducing cost. Able to leverage simultaneous, large-scale, mission-critical projects within the constraints of scope, quality, time, and cost. Highly talented and empowering manager with expertise in leading, motivating, and coordinating teams to provide innovative technical solutions and ensure total customer satisfaction. Enjoys challenges and is able to multitask in a globally competitive, multi-platform, and fast-paced environment. Currently seeking placement within a telecommunications wholesale carrier services group in local number portability or carrier management, with plans of eventually transitioning to IT and IP networking to broaden knowledge and further hone expertise.
CORE STRENGTHS
- Project Management and Operations
- Process Documentation and Management
- Wholesale Customer Service
- Continuous Performance and Process Improvement
- Leadership, Training, and Team Building
- Time Management and Prioritization
- Technical Support and Troubleshooting
- Quality Assurance and Regulatory Compliance
- Conflict Resolution and Decision-Making
- Budget Control and Implementation
EMPLOYMENT HISTORY
DAVITA, INC. - LAKEWOOD, CO
Telecom Analyst, Apex Systems, Inc., Denver, CO 2012–Present
Serves as an integral member of project management team overseeing ordering, installation, test and turn up of telecom services and facilities for nationwide network of dialysis clinics.
LEVEL 3 COMMUNICATIONS, LLC - BROOMFIELD, CO: 2004–2012
Voice Activation Services Carrier Manager 2010–2012
Provided expert oversight to carrier interactions and metrics for communication high bars that affected operating expense. Innovated effective solutions utilizing team, management, as well as intra-carrier and carrier relations resources. Built and cultivated long-term quality relationships with high level Carrier account and wholesale personnel. Functioned as a liaison between SA LNP team and Carrier Relations group.
Notable Achievements:
- Realized $35K annual savings upon completion of OPEX reduction project for AT&T post port notification backlog
- Served as an integral part of the creative and design team responsible for Service Activation intranet wiki, which drastically elevated productivity and optimized efficiency in training new hires
- Conceptualized implemented solutions for carrier ordering, escalation, and communications issues
- Entrusted to maintain Service Activation M&P, process, escalation, and training documentation on internal website for both internal and external sources
- Played a vital role in revising the DADL internal process documentation
Complex Port Project Manager 2007–2010
Displayed keen expertise in large customer TN migrations by managing activities of off-site LNP team. Oversaw LNP team performance for order inaccuracies, missed SLA and other high bars. Completed weekly report data on order volumes, OTP, and carrier escalations for the management team. Consistently provided exceptional service to customers by addressing their concerns and ensuring their utmost satisfaction.
Notable Achievements:
- Presided over inter-switch migration of all Sears Roebuck services
- Drove all efforts to manage a large scale complex service migration across two carriers' wholesale, billing and transport groups, totaling roughly 270 stores and 50,000 numbers
LNP Help Desk Agent 2004–2006
Rendered high-level logistical support to Level 3 corporate customers on LNP migration project requests; furnished ordering system support; and actively provided escalation support on service affecting issues in a help desk environment.
TIME WARNER TELECOM, GREENWOOD VILLAGE, CO
SSDS/TSDS 2000–2004
Directed and coordinated all phases of order volume with assigned TWTC field offices while maintaining order volume quotas and order integrity. Systematically handled migration requests with other service providers, including real-time coordinated cutover where necessary, as well as all post port escalations, where applicable. Coordinated internal provisioning process with switch, e911, DADL, and where necessary, transport teams. Facilitated training to new team members on M&P, including escalation training for out of service conditions. Instrumental in preparing team M&P documentation and processing ASR requests.
Notable Achievements:
- Recognized as key member of 6-8 person team responsible for complex LNP migrations
- Alleviated another agent's escalation by resolving 3000 TN outage on a university campus with multiple circuits and accounts affected
- Collaboratively worked with TSDS, CTS, and DE specialists when necessary to resolve OOS conditions or address diverse customer needs
- Earned distinction as a key member of testing team for new wholesale ordering system
- Took part in repairing team cohesion between SSDS and CTS teams
- Vigorously participated in UAT testing for EWFM system
PRIOR WORK EXPERIENCE
AT&T LOCAL SERVICES, GREENWOOD VILLAGE, CO: 1998–2000
- Residential LNP Production Agent/Switch Provisioner/Lucent 5ESS/Nortel DMS 500 Switch Provisioner
EDUCATION
INFORMATION TECHNOLOGY ASSOCIATE PROGRAM
- Westwood School of Technology, Denver, CO
COMPUTER SCIENCE PROGRAM
- University of North Texas, Denton, TX
PROFESSIONAL TRAINING & CERTIFICATION
Completed Level 3 Operations Planning Seminar
ACTIVITIES
Serves as a regular contributor to entertainment industry website (www.boxofficeprophets.com)
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