Ginger Williams Email & Phone Number

Raleigh-Durham, North Carolina Area

-Perform project implementations for customers from project inception through completion.-Engage customers to ensure that requirements are understood.-Use various tools to create and analyze reports in support of customer data validation and to identify issues requiring resolution.-Monitor, manage and resolve customer requests in a timely and courteous manner.-Work with business stakeholders and technical teams while building efficient working relationships.-Produce supporting technical documentation for internal and external publication.-Interface with internal and external clients with high level of professionalism and ability to convey recommendations to maximize success.-Oversee scheduling and execution of routine data analysis and coordination of file receipt, transformation, processing, and quality control.-Create and maintain customer specific project plans, ensures resources are scheduled accordingly to complete tasks, and manages client expectations for their online application implementation.-Build strong relationships with client team members, work successfully under pressure, maintain positive attitude, and meet client project deadlines in an efficient and professional manner.

Knoxville, Tennessee Area

Software implementation team on the Infuzion team. Perform many areas of software implementation - ranging from external data organization to report writing and data setup/import. Di Fi solutions is a certified Microsoft Partner & Small Business Specialist. We not only assist small to mid-size companies in implementing new administration and accounting software but consult with those wishing to improve their business processes.

Carlsbad, Ca

Create, maintain, and plan migrations & launches of billing and provisioning software systems for Braodband & Utility companies. Commercial & Residential TV, VoIP and data products; also plan and implement system patches and fixes.  Provided full lifecycle project leadership during conversions/migrations of multiple companies from their current billing system to GLDS software.  Implement additional GLDS products such as Cable Anytime (on-line customer self care portal), WinForce Tech (Technician app. Portal), WinCAP (Portal for providers to authorize additional/external content), etc. while working with 3rd party vendors as needed.  Create documentation manuals for Internal & External users as needed. Gather enhancement requirements & communicate needs between clients & GLDS Development and then implement solutions. Assist clients with creating solutions / processes / procedures as needed, based on their business needs.  Work with Development to Test upgrades and patches to ensure quality control. Order equipment and coordinate distribution for hardware as needed for clients (I.E.: Scanners for warehouse front counter cash drawers, etc.) as needed. Develop workflow processes, train Administrative staff and provides training on software application.

BRESNAN COMMUNICATIONS Billings, MTCompany Info, brief phrase including revenues if possibleAdvanced Services and Voice Manager 2003 to PresentCreate, maintain, and plan Company-wide billing and provisioning systems for Residential & Commercial VoIP and data products; also plan and implement system patches and fixes.  Contributed to implementation of CSG, CVOSS & Billwise Solutions (including rating & billing systems); also assisted with integration / acceptance testing of Billwise systems and various SQL / UNIX updates and patches.  Maintain service and package billing code configurations and standards; assisted with integration and acceptance of package codes by entering and maintaining tax data for service. Create documentation manuals for Provisioning and Training groups as needed. Run monthly billing cycle and processes, including QC of customer invoice samples. Facilitated launch of commercial home and high-speed data services by creating Company-wide SOPs. Use SQL & UNIX scripts and files to maintain Billwise LER and wholesale database, also leverage SQL to query billing systems; provide data reports to leadership.  Work with Development and Test teams before upgrades and patches to ensure adherence to SOW requirements. Provided full lifecycle project leadership during the HSD migration of SAS to Alopa, and Alopa to Sigma; helped convert AT&T’s SAS provisioning system to Alopa system. Led implementation of Net 2 Phone billing system for residential VoIP product; also improved performance of routing technicians by managing implementation of Technet (CSG product). Order equipment and coordinate distribution and software implementation for WFX Company-wide.

 Facilitated national launch of enhanced video products, such as High Speed Data by handling project details and coordinating relevant resources. Implemented billing system and interfaces to provide support; ensured quality of interface parameters and addressability. Proactively identified and efficiently resolved problems regarding mainframe billing systems and overall data integrity. Collaborated with Integrated Operations Testing Department during new product development and testing; trained local site staff on product use, policies, and procedures. Assisted with conversion of Oracle provisioning platforms and mainframe billing systems and with conversion from Excite@Home provisioning system to AT&T’s SAS (Service Activation System).  Ensured compliance with project plans and requirements; tracked milestones and all moving parts / personnel.  Created implemented, and maintained test plans for reporting purposes.

System Engineer – Computer Services (1997 to 1999) 1995 to 1999 Increased quality of video services (including data streams and authorization to billing system interfaces) by providing troubleshooting and resolving problems. Also trained System Support Technicians. Improved data management by analyzing data to maintain integrity or determining tactics to solve problems. Leveraged communication skills to serve as liaison between Group and head-end centralized satellite customers. Processed special programming requests using SQL, PLSQL and UNIX against a production database. Managed all special projects, including channel realignments for all video services; extended or moved channels available to system per MSO’s request.System Support Technician (1997)  Efficiently diagnosed and quickly resolved all head-end issues from a controller perspective Technical Customer Satisfaction Rep / OTJ Training Specialist / Bilingual Resource Coordinator (1995 to 1996) Increased customer satisfaction by effectively resolving problems and troubleshooting internal and external systems from customers’ homes. Also assisted with Alpha and Beta launches of TCI’s digital products, and provided training and troubleshooting on proprietary SummiTrak billing system.  Delivered hands-on training to new Customer Service representatives. Helped create manuals and exercises.

Training new hire employees on company policies, addressability, available subscription options, handling callers based on clues, etc.