Christi C Email & Phone Number

Tulsa, Ok

Engineer III / Partner Helpdesk Analyst: Mar 2018 - Current• Extensive BroadCloud Product knowledge. Responsible for supporting the BroadCloud Service Provider Partners in the following areas: Account Teams, Sell-through support, Order process, Master Admin process. PSTN and LNP support when SP performs their own provisioning. Device trouble-shooting, Dashboard configuration & solutions, Feature functionality. Detailed, end-to-end training of Partners, inclusive of Master Admins, Sales teams, Site Admins, Order Managers, to on-site technicians. Implementation Technician: Jun 2014 - Mar 2018• Responsible for oversight of customer turn-up activities for BroadCloud’s hosted, cloud-based Voice over IP (VoIP) solution. Essential duties and responsibilities included: Monitoring, coordinating and implementation activities/milestones. Lead proactive customer kick-off, overview and activation calls to ensure customer readiness. Coordinated field services dispatches and worked with field service technicians. Provided reactive technical support via phone and email.

Tulsa, Oklahoma Area

Responsible in managing an average of twenty or more assigned reps employed overseas. Duties included, but not limited to: Train assigned reps in Order Entry and Provisioning processes regarding VoIP and Complex Macd change orders. Overseeing a wide range of daily processes involved in the installation, change or disconnect of local circuits. Data integrity research/cleanup using a variety of systems such as Tcoms, F & E, IBM AS400, LNP GUI and TPS to ensure accuracy. Responsible for handling all Escalations, up to and including out of service issues.

Tulsa, Ok

Manage and assure timely resolution of all trouble reports. Determine the extent/impact of each report applied to network outages/impairments and multiple customer reports. Open external trouble tickets with LEC, IXC, and phone vendors. Interface with network engineers.