Eric Isaacs Email & Phone Number

Oklahoma City, Oklahoma, US

• Engaged internal and external customers to develop requirements for developers to improve quality and functionality of Student Information Systems (SIS).
• Engaged internal customers’ requirements to improve quality and functionality of school operations.
• Teachers, Faculty, and administrative staff would make software requests.
• Solutions Manager responsibility is to discover specific needs, research based upon need taking cost into consideration, then would make a selection and implement solution.
• Deployed, trained and maintained software going forward. This would entail user account management, enhancement, and functionality requests up to and including acting as help desk for software related questions.
• Successfully maintained and fulfilled enhancements to legacy software including:Bamboo HR, Power School (SIS), Brightmetrics, Kinderlime, Pivotal Tracker, School Messenger, EpiCenter (SIS)

Bridgewater, New Jersey, US

• Created 32 processes from beginning to end to facilitate the transition of 3000+ companies from the previous NPAC platform to the iconectiv NPAC platform.
• Developed requirements for a UNIX tool that would pull data from a PDF and insert into an Oracle Data Base, consistently test the tool and updates to date.
• Serve as Subject Matter Expert in training the NPAC Help Desk on at least 40 scenarios where a customer might contact them.
• Researched over 800 companies that may no longer be in business and will no longer need agreements with the NPAC going forward.
• Assisted developing 70 Public Methods and Procedures that will be available for Public use in 2018.

Dallas, TX, US

• Converted 20 million plus telephone numbers from analog to digital switches using industry LNP processes which resulted in significant savings to the Company.
• Create a suite of reports each month that analyze how many telephone numbers the Company owns across the enterprise (wireless, wireline, and VoIP).
• Work with a team to submit government mandated biannual reports on how the Company utilizes telephone numbers.
• Primary contact for the enterprise on a database which controls any new service activations that occur online.
• Primary contact for an enterprise wide telephone number call routing guide which ensures inbound calls are properly managed through AT&T’s switches nationwide.

Dallas, TX, US

• Responsible for: Managing a team for the new Cingular Wireless. As a manager duties include Mid and Year end reviews, HR related matters, attendance, quality and discipline of all reporting staff.
• My team migrated 100 million plus telephone numbers from AT&T Wireless Numbering platform to Cingular’s numbering platform.
• Continued to support telephone number administration for AT&T Wireless as well as Cingular.
• Developed numerous training documents for my team on the new numbering platform as well as training documents for the new Cingular Wireless support teams on LNP (customer care, IT, etc.)
• Provided support to Integrate Wireless Numbering into One AT&T Common Practices for Numbering, Drive process improvements for Pooling Donation Initiatives, resolving Business / Ordering Systems, flow-through TNAC and.
• Promoted to Manager II in 2005.

Dallas, TX, US

• Responsible for: Managing a team with varying experience levels who are technical support to AT&T Wireless LNP call center, as a team supervisor duties include Mid and Year end reviews, HR related matters, attendance.
• Launched LNP for AT&T Wireless and reported on daily status to AT&T Wireless executive team and officers.
• Provide internal and industry leadership in Local Number Portability and Numbering Policy. Refine best practices for all telecommunications carriers.
• Provide support for an initiative within AT&T Wireless to decrease number of Billable LNP transactions reducing industry costs by $12 million in 2008.
• Helped develop all procedures for LNP and TNI for the porting group, customer care, resellers, retail and IT.
• Trained all LNP and TNI staff on 2 new software systems that helped administer LNP from a telephone number administration perspective.

Dallas, TX, US

• Responsible for: Managing team with varying experience levels who create new customer accounts in new AT&T Wireless billing system, as a team supervisor duties include Mid and Year end reviews, HR related matters.
• Solely responsible for rollout of the new GSM/3G billing system for entire AT&T Wireless entity, did all testing, and deployment of technology, also took all calls for the new product to determine if billing system.
• Worked with project management team to develop all training materials for the new billing system to be rolled out to staff, also established training materials educating employees about the GSM network and network.
• Lead team of 32 employees on project and were their direct supervisor.
• Expanded original staff of 32 employee task project team to include the entire call center which was made up of 200+ employees, deployed new product and trained all staff.
• Developed new quality monitoring program to measure staff efficiency and education for inbound calls taken on the new billing system.

Dallas, TX, US

• Responsible for: Managing teams of eight to twelve representatives of varying experience levels who create new customer accounts, as a team supervisor duties include Mid and Year end reviews, HR related matters.
• Circle of Excellence Award winner as voted by peers for dedication and hard work.
• Managed other teams when supervisor staff was on vacation, out on business or any other reason as needed.

Dallas, TX, US

• Responsible for: Floor technician supporting inbound call center representatives who create new customer accounts with AT&T Wireless, including training new hire classes and representing the call center as a subject.
• Circle of Excellence Award winner as voted by peers for dedication and hard work.
• Developed numerous training materials supporting new and existing billing systems.