James E. Mchann Email & Phone Number

• Remote Team supporting both legacy Sprint and legacy T-Mobile non-standard order management projects• Inventory, allocation and logistics planning and support • Automated order fallout gap analysis and reporting • Address SFDC cases and Order escalation requests for Inventory and Order concerns• Reviewed intel from SAP, PowerBi and Inventory reporting to escalate sensitive orders• Utilized SAP to monitor device inventory levels, pending kitting jobs, order delivery information and blocks, performing order modifications and corrections, and relaying tracking and shipped device information to frontline Sales. • Generated daily companywide reporting of inventory stock levels for all devices and accessories• Created, maintained and trained the process flow for bulk ordering of high-value special handling enterprise accounts, including PricewaterhouseCoopers and Deloitte• Solved over 300 inventory order escalations per month for 2022• Supported and maintained multiple IOT Business Solution inboxes individually resolving over 800+ cases a month• Q4 2021 Winners Circle award recipient for Team Mobile for Business

• Remote Partner Solutions Indirect Support Team – Partner funded sales implementation team focused on fast and accurate resolution of all order requests, account maintenance, and escalation resolution for our ABRs, MSPs and Indirect Partners• Process High Volume sales Orders through appropriate systems• IoT Order Processing and Management support in outside vendor portals• Process IoT/SaaS orders and account changes for multiple products such as Geotab, Spireon, ActSoft, MyDevices, Canvas, Microsoft 365, Samsung Knox, GSuite and Dialpad• Process Partner orders and account modifications for dozens of Third-Party Service Resellers such as ESTrack, Hyperion, Tangoe, Wireless Innovations, NEXTLINK, Manage Mobility and Feeney Wireless (Inseego)• Verified and electronical stored Purchase Orders and Business Contracts for all government accounts• Processed RMA’s, commercial invoices, PO’s and help to research/resolve shipping and order discrepancies• Processed New Sales Orders along with Change Orders in SFDC(Salesforce) for all plan and device types• Exceeded 100% average on QA Audits for order accuracy and productivity***Sprint merged with T-Mobile April 1, 2020 / Continued role and new job functionalities under T-Mobile***

• Provided C-Level resolution and communication of escalated customer technical concerns• Executive representative engaging customers to close the loop on escalated complaints• Subject Matter Expert on all network outages; consumer and business impacts • Deep dive network and device troubleshooting while providing white glove treatment on all customer interactions• Responsible for producing and relaying end results and network response to executives

• Managed network service levels and addressed concerns with trends and outages• Communicated with site technicians and contracted third parties field techs responsible for site/switch resolutions• Maintained multiple ITSM queues - loading equipment, correcting lease/plan setup issues, caller ID discrepancies, GPS/vehicle Wi-Fi tickets and customer website access concerns• Order / Inventory management (OMIM)• Assisted Care teams in resolving billing discrepancies• Created and relayed network outage notifications companywide • Maintained and assigned technical support tickets for outbound customer contact• Created mass text functionality to increase ticket team's outbound customer reach success rate by 60%.

• CDMA/IDEN Technical Support –Troubleshoot inbound customer concerns using remote access networking status and systems• Liaise information and resolutions with network field technicians to customers• Create CTMS/TRAMS Network trouble tickets when outages are spotted• Assist Care teams in resolving billing discrepancies• One call resolution support• Remain proficient in all billing, rate plans, and network feature matters.

• Installed and operated electronic switching systems and radios for field ready communications deployment• Certified Networking Systems Switching Operator/Maintainer with the US ARMY