Jeffrey Galeano Email & Phone Number

Oakland, California, United States

Processing applications for numbering resources, utilization and forecast submissions. Additional duties as part of the NANPA support team to assist users with process related questions.

San Jose, Ca

• Ensure the highest level of customer satisfaction by successfully coordinating the porting of LNP projects for 8x8’s enterprise and midmarket customers and partners.• Manage porting projects for enterprise customers from inception to completion.• Coordinate, track and complete multiple porting projects with extremely dynamic shifting priorities.• Serve as a liaison between our providers, internal provisioning, partners, and end users for porting requests.• Work closely with 8x8's underlying local exchange carriers (LEC) to facilitate phone number transfers• Enable ported telephone numbers.• Assist with Virtual Contact Center Provisioning activities and duties as needed/directed• Troubleshoot and resolve escalations from customers, sales, and other support teams through phone, chat, cases, and/or e-mails• Perform other LNP related duties as assigned

Concord, Ca

• Receive and process applications for thousands-blocks (related to LNP) in accordance with all applicable federal and state regulatory orders, and the requirements of the INC (Industry Numbering Committee) Thousands-Block Pooling Administration• Interact with service providers (SPs) regarding block related activities• Help SPs with navigation of the PAS ordering system and adherence to submission guidelines• Process all SP submitted add, change, and disconnect orders for assigned regions• Interact with the NPAC (Number Portability Administration Center) and NANPA (North American Numbering Plan Administration) for assigned regions to resolve issues around submitted requests• Answer help desk calls as part of the Pooling Administration team help desk rotation

Oakland, Ca

• Billing support:• Investigation and resolution of customer billing discrepancies• Truing up of charges including refunds as necessary via various payment portals (Google Play Console, iTunes, Chase Paymentech - Orbital Virtual Terminal, PayPal Dashboard)• Internal ticketing and bug report tracking to DevOps and Network Operations teams.• Customer liaison and front-line support. Troubleshooting and resolution of issues surrounding:• Use of Pandora on a computer with various OS/browser combinations (Windows, OS X, Firefox, Internet Explorer, Chrome, Safari, Edge)• Use the Pandora app on mobile devices (iOS, Android, Blackberry)• Use of Pandora on CE devices (Blu-ray, Smart TV, set-top boxes)• Use of Pandora desktop applications• Pandora automotive system integration• Management of App reviews in iTunes and Google Play• Write responses to customer reviews• Help resolve customer issues

Oakland, Ca

As part of Pandora’s Curation and Content Operations teams, validate and edit large volumes of music metadata as imported into Pandora’s curated library.This includes verifying track and album level descriptive metadata, doing self-directed research as needed, and integrating information between spreadsheet application and Pandora’s internal content management system.• Expedite, process and validate album releases through Pandora’s content ecosystem - from initial ingestion to product ready.• Correct content metadata as it’s imported in Pandora’s curated library - verifying the accuracy of automated imports and validation and edit information as needed.• Maintain the integrity, and key functions of the metadata in the curated music library by updating and resolving issues caused by incorrect, or inconsistent metadata.• Match and reconcile existing content with newly received incoming content, controlling for content duplication, and normalization.• Support special projects related to upcoming product launches as needed.

San Francisco, Ca

• Managed a nationally distributed group of engineers representing the Equipment and Facility Engineering groups which were responsible for all site equipment procurement, vendor negotiations, equipment testing, and network design and database maintenance via the Telcordia Granite inventory system. This included both network backhaul and customer ordered capacity. • Cross-team development and implementation of automation tools and MOPs related to internal equipment tracking, network design records, work order flow, financial records and the customer facing ASR system. • Provided career path guidance and growth plans for direct reports. • Collaborated cross-team on overall network design, new equipment testing and customer product offerings. • Concurrently maintained the duties of Senior Facility Engineer.

San Francisco, Ca

• Responsible for the design, provisioning and Granite database management of all internal and customer submitted add, change and disconnect DS1, DS3, ethernet and high capacity circuit orders, including all card and port assignments. • Responsible for all design and database revisions related to maintenance, growth, re-homes, load balancing, and cost reduction projects. • Provided technical and provisioning support to the NOC and Field Operations for circuit turn-ups, maintenance projects and decommissions. • Translated network design documents into site specific equipment and routing requirements. • Assisted in logically defining, preventing and resolving network design issues and process inefficiencies to maximize both speed and accuracy in provisioning.

Oakland, Ca

• Isolation and resolution of T1 and above level circuit outages/impairments and monitoring of EBTS events across the Nextel IDEN network. • T1 Testing via Centest/NetAnalyst working with digital access cross-connects systems: Tellabs 5500, 532, Alcatel 1630, 1631 DACS • Trouble ticketing and telco escalations • Coordination of Nextel and outside vendor testing. • Monitoring of power and site related environmental issues. • Generation of status/post-mortem reports for outage tracking. • Training of new Nextel employees and contractors on tools and monitoring procedures.

San Francisco, Ca

• First point of contact for all ThinkLink telecommunications related issues. • Owner of all new, change and disconnect orders with network connectivity partners, transport carriers, local loop vendors, collocation sites, number providers and resp orgs (regarding backbone circuit connectivity and telephone number [8XX, SAN, DID] related projects). • Maintained database of all network circuit connectivity, company procured NANPA numbers, and related order data. • Performed circuit troubleshooting and testing via Sunset handset and centest remote testing. • Responsible for bandwidth usage tracking and capacity planning. • SPOC for escalation of both internal and customer originated trouble tickets (via the Remedy help desk system). • Placed and escalated trouble tickets with ThinkLink connectivity partners, number providers and RBOC's as necessary to promote the highest amount of uptime possible. • Developed testing and troubleshooting procedures for use in the Network/Telecom department and Customer care teams. • Developed and implemented daily and monthly reports of both pending and resolved trouble tickets for ThinkLink reference and vendor review. • Managed ThinkLink's internal phone system (Lucent Definity switch, SANDI voice messaging system) including routine adds and changes.

Burlingame, Ca

• Vendor and customer liaison for new, change and disconnect orders including: backbone provisioning of DS0 through OC level circuits, feature group orders and out of band signaling. • Responsible for the accuracy of circuit design, and tracking of of all data relating to circuit orders from inception to completion. • Worked with various internal and external departments (account support, line cost, global routing, retail and wholesale support, network services, switch technicians and management) regarding the timely resolution of circuit design issues (resolving roadblocks and fielding technical queries) related to turn-up. • Served as vendor escalation manager within Pacific Gateway Exchange's Provisioning Department for jeopardized orders. • Maintained database for tracking data pertaining to individual orders (including circuit design, transport provider information and related engineering) and the feature group database for the entire PGE network. • Coordinated testing and turn up between PGE technicians and outside vendors, including post-installation maintenance and troubleshooting as required. • Managed CIC projects for the PGE switchless reseller program.

Burlingame, Ca

• Served as initial point of contact for PGE customers to report network quality concerns. • Coordinated with internal departments and external vendors to troubleshoot and resolve network trouble issues. • Monitored traffic flow over the PGE network via daily ASR (Answer Seizure Ratio) reports to aid in troubleshooting network issues. • Performed call searches and testing via the PGE network as well as other common carriers to aid in troubleshooting/resolution of network issues. • Provided interdepartmental introduction to basic telecom training. • Assisted in the development of departmental processes and procedures during the transition from a department of 3 employees into a fully-fledged call center of 27 technicians. • Assisted in the development of Pacific Gateway Exchange's Quality Service Center manual and employee handbook.

San Francisco, Ca

• Represented CWA members in disciplinary meetings with Pacific Bell management and performed follow up investigations regarding employee disciplinary proceedings. • Acted as employee representative in union/management meetings and negotiations and reported status to employees as required. • Fielded questions and concerns from CWA members for reporting to the union president and escalation to Pacific Bell management. • Trained new and existing CWA members on union practices, procedures and employee rights and privileges. • Helped to maintain a positive rapport between CWA and Pacific Bell management to aid in contract negotiations and office efficiency.

San Francisco, Ca

• Served as directory assistance operator and shift supervisor for the Pacific Bell/SBC Corp. • Customer facing position providing directory assistance information to Pacific Bell dial-in customers. • Handled extremely heavy call volumes in a performance monitored environment. • Occasional front desk shift supervision serving as escalation point for Pacific Bell customers.