Network Optimization• Collaborated with access planners, engineers, designers and account teams to identify existing services that could be moved from off-net to on-net or to a cheaper off-net provider for cost savings.• Submitted install, change and disconnect orders to vendors as required for services identified for optimization.• Coordinated with customers, vendors and internal groups e.g. field & remote technicians, to schedule and execute the change in a timely manner.

• Coordinated with customers, telcos and third-party suppliers to facilitate the installation of data services including DS1, DS3, Ethernet and Wavelength.• Collaborated with project managers to ensure the successful and timely delivery of service orders.• Scheduled various teams, e.g. design, field operations, test & activation, etc. to facilitate a smooth provisioning work flow.• Resolved issues that could adversely affect the timely delivery of services in order to meet the requested due date.

Technician, Voice & Data• Answered phone calls from customers with issues relating, but not limited to, local & long distance voice, toll free, PRI, Frame Relay, ATM, DS1 and DS3.• Identified the issue reported and initiated a trouble ticket to begin the resolution process.• Troubleshoot issues utilizing tools, databases and switches to determine the root cause of the reported trouble.• Collaborated with field & remote technicians to troubleshoot issues and restore service in a timely manner and achieve the customer’s service level agreement (SLA).