Managing a Global Team of system analysts for AT&T. Supporting IP based services such as AVPN, Gigabit Ethernet, BVOIP, CVOIP, MPLS, PNT.

Ip services system support.

The day to day work consists of big data type work in the database of AT&T's IP enabled services. I also served as the team’s enablement manager. I designed and implemented our ticketing processes and procedures. I have project managed migrations of ticketing systems, large client projects and internal projects. I am the go to person for managing outages and restoration of our system in support of the agents that are provisioning and managing IP based products and services. These include BVOIP, Ethernet, IPflex, AVPN, EVPN. I manage internal end external customer's experience on a daily basis. When there are process, system, software issues the team relies on me to resolve them and train the other team members. In my primary role I apply in depth knowledge of the provisioning process, system interfaces, AT&T’s products and the INSTAR system to resolve issues arising during the ordering, order management, provisioning and turn up of service with the customer.

Outage Manager and System Analyst the day to day role included monitoring network performanceand managing outages as a customer advocate managing the customer experience and facilitating restoration. Position interfaced with customers, LECs, Network Service Providers, Various internal technicians, analysts, and managers. My dual role was System Analyst for the team working with AT&T Labs to develop the system tools designed to automate notifications, improve the data, expedite notification and resolution. Interpersonal skills, computer skills, customer service skills, project management and analysis are the core competencies for this position.

Results Manager for Automation Prototype Data maintenance center. Responsible for tracking system improvement results and facilitating the recommendations for improvement. Responsible for managing center results tracking and correcting negative situations. Managing critical outages and escalations on call 24X7. Responsible for directly supporting a team of union shop technicians across 3 shifts. Responsible for providing ad-hoc analysis support on behalf of all other work centers. Systems used include BMP, WMS, BMPWEB, WMT, RMIN, Avaya Call management system, Crystal reports, MS Access, Excel. Key adjunct responsibilities include Process engineering and documentation, Human Resource Management, Call system management, Disaster recovery and presentation development.

Critical Issues Manager chartered to investigate, identify root cause and insure resolution to problems with 911 service implementation and outages of existing services. Responsibilities also included end-to-end project management of critical 911 service builds. Working with Major Telecom providers, State and Local Government Agencies, Technicians, and Engineers to accomplish successful implementation. This job required use of many systems for ordering designing and maintaining 911 services. My initial role in Local Services was Network Engineer responsible for insuring highest quality of service on the AT&T Network this required heavy customer interaction and management of external and internal suppliers Advanced skills in Microsoft Excel, Word, Access and PowerPoint are also necessary to provide reports and presentations to upper management. In depth network knowledge and design was also required.