Fran H. Email & Phone Number

Original respsoniblity was Network Operations Center Inventory control and allocations.*Identified hardware heat problem with Router equipment resulting in a full field Upgrade by manufacturer. This resulted in immediate benefit for customers and financial benefits to MasergyResponsiblities were added to include Router Orders for Activations Managers & Reclaims. *In-house Inventory of equipment during this time as company growth ensued resulting in learning to use the Purchase requisition tool to order equip., receiving & assigning the equip.for the new customer Activation Managers.*Masergy hired another person for the router upgrades as this was a major project involving the entire equip. base of the company.June 2009 - Oct 2011Transferred to Network Provisioning Group that includes the Activations Managers.Responsibilities included: Order equip. for In-house Inventory, assign equip. for new orders from Activaions Managers, shipping the equipment & updating databases with information.*Received into inventory approx. 1175 routers & related parts/supplies for nine month period .*Shipped over 745 routers & related equip for new service activations without assistance.*Learned International Shipping; regulations for difficult to ship to countries. *Provided numerical justification to management for a part-time intern.Other accomplishments:*Sent write up to VP of Sales outlining an idea for group that would contact existing customers before the end of contract & offering incentives to renew early. This internal group has achieved a high level of customer retention.*Presented an idea to the VP of Operations for a Shipping & Receiving Dept. Input on this idea was requested from the Network Operations Management Team.Oct. 2011 - PresentTransferred to Network Operations CenterOrder equip. as directed for Inventory, assign equip. for activations, ensure shipments are done in economic & timely manner. Present input for processes as needed.

Multiple roles for a start-up developer of softswitch technology.AccomplishmentsCreated and published half of all procedures and processes used by Taqua's Technical Assistance Center (TAC) for Field Verification Office Software Installations, Upgrade procedures for software 'fix' releases and hardware upgrades, Remote Support Troubleshooting documentation.Designed and wrote Taqua's Command Line Interface Guide, used by customers and engineers for switch operations and troubleshooting.Managed rapid deployment of critical software release, to meet investor deadline. Diagnosed software problems and drove maintenance release through engineering into production in 48 hours. Received recognition award for this effort.Led development and implementation of procedures for customer troubles using Clarify software. Result led to 100% resolution in 250 + switch software problems in less than 8 months. Trained other engineers in these procedures that allowed them to achieve similar results.Assigned to assist System Integration Test Group during product development phase that resulted in identification, characterization, and resolution of a major software problem. After resolution of this problem the product was able to move to production phase.Work with PRI-ISDN, CAS, FXO, POTS, SS7 and GR303 protocols to assist customers in new circuit, new switch installation, test and turn-up.

Manage contract projects for US Government Emergency Telephone Service (GETS) contract.AccomplishmentsFulfilled contract requirement that was over one year behind schedule to provide the US Government a Technical Review Meeting that provided status of all ongoing projects with MCI/Worldcom and discuss future projects.Fulfilled contract requirement that was over one year behind schedule to provide the US Government an automated report that incorporated statistical information from systems around the world. Formed working group to resolve an ongoing technical problem that violated the FTS2001 contract.

Selected for this new position which was created to resolve customer dissatisfaction regarding the new-product test process for DSC's family of digital cross connect products.Working from customer technical requirements, developed and executed system test plans, both internally and with customer. Authored all test-related documentation.Write generic release descriptions, as well as installation procedures for installing fixed and major new software releases.Wrote and successfully executed major test plans for an entirely new system, the largest of its kind, for MCI. Additionally wrote four mini-demos for customer.Wrote the install procedures and generic release documents, and then executed with customer, for 12 new software releases.Created and executed successful test plans for a major new piece of hardware.Won two prestigious Director's Awards for significant contribution on key projects, as well as a $10,000 performance bonus.Bottom-line: commended by customers such as MCI, Sprint and Bell Atlantic for dramatic increase in quality of test plans and documentation.

Newly created position; turn-around responsibility for a formerly self-managed, 14-engineer customer support group suffering from a high incidence of customer complaints regarding team's responsiveness, technical knowledge and clarity of documentation. Worked extensively with major DSC cross connect customers.AccomplishmentsIdentified each team member's weaknesses and established individual training requirements, combined with hands-on mentoring to improve the quality of technical documentation.Opened up two-way communication with team members to gain their views; successfully campaigned for grade level and pay increases for the team's strongest contributors.Built strong sense of customer focus and team pride in going "above and beyond" for customer. Bottom line: reduced unresolved customer issues over 30 days old by more than two thirds; dramatically turned around overall customer satisfaction.

Managed numerous testing, FVO (customer beta-test) and rollout projects, as well as a wide variety of large-scale technical projects.Assigned US Sprint as primary responsibility for two years, with goal of improving this key account's level of satisfaction. Subsequently assigned to MCI account for a six-year period.AccomplishmentsCompletely turned around US Sprint's level of satisfaction with DSC; built a strong customer relationship based on responsiveness, reliability and technical expertise.Selected by MCI to lead a major site-audit project. Formed audit team, established the areas of focus, supervised audits at seven customer sites, and authored summary reports. Strongly commended by MCI for success of project.Successfully completed numerous major projects (disk shelf problem correction, backplane change out, patch rollout, etc.). Coordinated with numerous DSC departments to ensure timely problem resolution and first-rate customer satisfaction, e.g., Development, Project Management, Integration Testing, Software Administration, Network Engineering, and Retrofit Planning & Administration.Commended for bringing a much better understanding of the customer's perspective to these internal departments.Investigated a dispute involving power supply over-voltage protection, proved problem was caused by incorrect customer specifications, and saved over $5 million in retrofit costs.Previous: Eleven years quality performance in diverse technical capacities

Cincpacflt - Pearl Harbor, Hawaii

Maintained, repaired and operated encrypted transmission systems. Time includes Active Duty, Active Reserve Duty and InActive Reserve Duty. Held Top Secret CAT III Clearance. Honorable discharge.

Wallops Island, Va

Engineering and program support for local area network systems.

No, English, Psychology

Activities and Societies: Reporter for the college newspaper. Elected as Entertainment Editor after 2nd Semester. Had a radio show called.

Education record