Fern Smith Email & Phone Number

Springfield, MA, US

Greenfield, Massachusetts

Oversees many key functions that enable the delivery of a high-quality service to end-users and ensures service support and service delivery processes are in place to meet business needs.

Greenfield, MA

• Create and process LSR and ASRs for VoIP (SIP, virtual POTS & PRI), VPLS, Data, MPLS, and TDM services (POTS, Centrex, PRI, Alarm and Radio Circuits), with over 15 underlying carriers.
• Order types include LNP, contract, migrations, new installs, moves, changes and disconnects (MACD) for new or existing customers within multiple carrier portals.
• Build and activate services within Call One’s META switch.
• Coordinate order activities (T&TU/Port) with internal departments, carriers, end-users, and/or system vendors.
• Project management, which included single locations up to 80+ locations.

Greenfield, Massachusetts Area

• Manage end-user order requests via email or phone and create tickets in internal portal.
• Manage TSP services for end-users.
• Troubleshoot E911 Issues.
• Assist in developing and/or stream lining process and procedures within department.
• Provide on the job training to the MAC coordinators.
• Solve complex client issues, enlisting cross-departmental resources including repair, provisioning, billing, and sales to provide expedient solutions.

Springfield, Massachusetts Area

• Created and processed local service requests (LSR) for TDM (POTS, Centrex, PRI, Alarm Circuits, etc.), VoIP, Data and MPLS with over 15 underlying carriers.
• Created and processed orders for migrations, new installs, moves, changes and disconnects (MACD) for new or existing customers within multiple carrier portals.
• Verified accuracy, provisioning and tracking of orders from implementation/delivery to billing.
• Coordinated order activities within internal departments, carriers, end-users, and/or vendors.
• Project management, which included single locations up to 80+ locations.

Greater Chicago Area

• Oversaw day-to-day functions of the Provisioning Team.
• Developed departmental process and procedures to ensure information flowed cross-departmentally throughout the life of an order.
• Led, trained and coached team members on all products and procedures.
• Managed escalations with carriers.
• Onboarded new carriers for Hosted VoIP and TDM products.
• Proactively identified issues that affected the Provisioning Team (order writing, project orders, & communication with vendors) and helped resolve issues.

Certificate, Telecommunications Program

Telecommunications Program, March 2008

B.S., Animal Science

• University of Massachusetts at Amherst, 2001, Bachelor of Science, Animal Science, Pre-Veterinary Medicine, Minor Biology

Associate’S Degree, Liberal Arts

Greenfield Community College, 1998, Associate Degree, Liberal Arts

Education record