Etta Morrow Email & Phone Number

Stockton, California Area

Manage the design and implementation of customer orders that consist of any combination of voice, data, Internet, colocation and VoIP applications over a variety of transport options (T1, DS3, Ethernet over Copper and Fiber).  Review all orders for completeness and accuracy to ensure provisioning is in line with specifications.  Communicate process and delivery components to customer and the vendor of client.  Track orders to completion, ensuring service dates are adhered to and all customer expectations are met.

Livermore, Ca

Provided outstanding service to customers, identifying and resolving their concerns regarding video or cable service.  Prepared work orders for services after determining if field visits were required.  Resolved customer issues in an accurate, timely and efficient manner. Used Cable Data CRT to log, track, clear and control service requests.

Fremont, Ca

Worked with operations, customer care and sales departments to ensure on-time installation of data services.  Handled first level data escalations and assembled the appropriate team members to resolve customer escalations within24 hours.  Implemented changes and performed root cause analysis as needed.

Fremont, Ca

Managed the transfer of voice and data services for small to medium size businesses.  Communicated effectively with customers, customer vendors and XO internal departments during installation, including process and delivery components to customer and customers’ vendor.  Ensured all orders were completed to customer expectation.

Oakland, Ca

Managed and supported the Remote Access Service (RAS) product for one of the company’s largest ISP customers, including working with internal departments to ensure accurate and timely service implementation.  Analyzed trouble tickets and dispatched technicians to resolve problems customers were experiencing.

Oakland, Ca

Coordinated installation/delivery of Dedicated Transport Services (DS1, DS3, cross-connects and collocation facilities) for ISP customer base, including supervising an Installation Coordination Team of four personnel. Reviewed and confirmed final content of services to customer, performing quality checks of orders being processed and capacity checks when necessary for transport, switch and network.

Oakland, Ca

Led installation of special access services, including reconfigurations; new on-net builds; and projects for Northern California, including verifying design accuracy of circuits and services. Dispatched and managed personnel assigned to install or repair an order ticket. Accounting Analyst, ICG Access Services, dba, Bay Area Teleport (1994--1995)Administrative Assistant II, Bay Area Teleport – Alameda, CA (1992-1994)