Responsible for Tier 1 client for Enterprise Integration. Focus on client management, project coordination, handling escalations and direct communications between C level IT contact and our internal network and operations team. On site at clients location weekly providing direct support and management of onsite technicians as well as regular meetings uncovering process improvement and revenue opportunities. Provide weekly reporting of all departments statistical activity including maintaining budget and accounts receivable for SOW's and special projects.

Manage and implement Mobile Device Management systems for top tier Enterprise Clients. Support, manage and troubleshoot devices with MDM program. Create policy and maintain list of approved devices, create on-boarding instructions and create and maintain training documentation for Frontline service desk. Assist end users with wide range of questions, problems and request with their iOS and Android devices. Work closely with engineers, architect and program managers to develop and create MDM solutions for new and existing clients. In addition, work with client wireless providers and portals for managing, procurement and support of day-to-day wireless devices. This would include rate plan optimization, updates, upgrades and new service request.

Wireless Support Analyst, Ovation Wireless Management Jacksonville Florida: Responsible for procurement and wireless support for dedicated account CSX Transportation. Process all device, telemetry and data activation request. Work with client internal systems creating orders and process improvement for the execution of support within a contractual SLA. Also provide phone technical support of all wireless devices and telemetry units within account. Work closely with Tier One help desk and assist in issue resolutions within a timely manner. Work directly with all carriers with procurement, provisioning and high level technical support. Manage and troubleshoot MDM solution (AirWatch) within client environment. Have advanced knowledge of multiple carrier web portals as well as MDM console for AirWatch. Work closely with client project managers on multiple client solutions including EOD, PTC and E Log books. White Glove support for Executive Team within CSX. Manage E Cycle device return program. Provide ongoing training for mobile applications and new launches for client device users.

Responsible for sales and account support for National Account team covering north, central and west Florida. Duties include business operations and marketing support, forecasting detail reporting, voice and data sales growth, and subscriber churn management. This would include subscriber renewal campaign programs, in house demo equipment management, account implementation support, quarterly review reporting preparation and account profile management. Additional responsibilities include on site customer support and training, trade show coordination, weekly strategy meeting reviews and back up support in account mangers absence. Specialties include project management, systems roll outs, detailed reporting on weekly and monthly activity. In this role, I successfully contributed to increased subscriber growth 6 out of 8 sales quarters with decreased customer churn. In addition to these successes, I maintained and secured customer relationships by implementing on site support and training for top 5 national accounts within Florida.

Responsible for purchasing transactions approximately $10 million dollars per year. Company wireless telecom contact responsible for approvals, processing and tracking of all wireless devices for corporate use. Liaison between company and all wireless vendors including Sprint, AT&T, Verizon and Nextel. Track and report all customer orders and provided expediting and delivery dates to insure quality. Supported all technical and billing related issues pertaining to wireless devices including RIM Blackberry’s, voice devices, and wireless air cards. Updated corporate website (Oracle) to provide current products, pricing and availability. Consistently developed innovative cost-saving methods which included recycle program for previously used wireless devices. In addition to wireless, processed custom and system generated purchase orders for items such as office furniture, copiers, printers and postage machines. Managed corporate purchasing site shopper profiles and new application approval. Additional responsibilities included updating all management approval flow and password updates.

Responsible for developing and maintaining relationship with Global and Growth AT&T Wireless corporate customers within assigned portfolio. This includes interface with the client’s designated program Administrator to provide national service solutions which meet customers needs in all core care competencies: billing and expense management, post-sale customer education on wireless service and equipment, as well as technical troubleshooting and problem solving. Also work closely, and have developed relationships, with internal departments such as Business Services, NBO, Regional and National Receivables Management Groups, and National Account Services. In this role, I have successfully managed three of the largest accounts in the Southeast; CSX Transportation, Bank Of America, Blue Cross, Blue Shield of Florida and Fidelity National Financial.

Florida: Responsible for launching and distribution of all current and new sales promotions, programs and procedures to all global sales staff and associates. Responsible for direct support of global account sales team including all maintenance and tracking of gross adds, credit and activation processes, administrative and system support. Additional responsibilities include customer care support including rate analysis, feature updates, account breaks and transfers. Also maintain all Oracle Financial transactions for accounts receivable and check request processing.

Responsible for the daily operation and maintenance on the Ericsson Switch and related equipment. Performed routine maintenance, testing and repairs of switch hardware and related equipment. Monitor system alarms and perform proper clearing actions. Operate and maintain the following Telco equipment: T-coders; DACS; power systems DSX cross connect frames; modems and all other peripheral PC equipment. Operate required test equipment and perform necessary test calls. Interact with Field Technicians and National Operations Center operations on trouble tickets through AMS system.Responsible for and acted as the communication liaison between advanced technical team and customer service group for AT&T Wireless. Collected, analyzed and responded to customer trouble complaints filed via AMS, BUS, TTS and #DIG voice mail systems. Monitored local market Octel system for alarms. Download, print and review daily traffic reports generated from switch and STAR systems. Interface with paging companies to troubleshoot RTS problems. Produce monthly and weekly traffic reports for RF Engineers.

Responsible for the direct support of the corporate accounts sales team including all maintaining and tracking of gross adds, credit and activation processes, administrative and system support. Responsibilities also include all customer care support including rate plan changes, feature changes, account breaks, transfer of authorization, rate analysis and promotional maintenance. Also maintained all customer relations with corporate telecommunication departments on any billing or system related inquires.In addition, Responsible for direct communication with subscribersincluding handling different levels of billing questions, service and coverage problems including detailed roaming and technical support. Responsibilities also included coordinating equipment repair and servicecomplaints, payment posting and cash handling. Developed and advanced service loaner program. Initiated and closed all service repair orders for team of technicians.