Duties: Assist program managers with implementation and launch of new services for partnering companies, take escalated calls regarding high level network and billing outages, elevate requests for changes to private networks, fulfill billing and transaction inquiries, maintain contract compliance and relationships with business partners regarding on-going testing and support

Duties: After-hours support for high-level network and billing outages, private network and maintenance escalations, deployment testing, KPI monitoring and reporting, service code testing, on-going support

Duties: Implement and manage IT Asset Management tools, data sources, auditing/reporting, and peripheral processes to track purchased hardware & software. Maintain deployment contract compliance.

Duties: Provide business and partners with professional interfacing, requirements examination and process fulfillment. Planned, implemented and owned processes and deliverables of IT projects.

Account ManagementResponsible for making judgment based decisions on issuing credits, refunds and other adjustments, advising customers proactively about plan changes, setting expectations for billing and preventing escalation through negotiation.Customer Education•Provided customers with information regarding options for self-managing accounts using existing services as well as billing and financial services policy.Tier 1 Tech Support•Responsible for basic troubleshooting, activation /installation support, answering general technology inquiries, software updates, device use education and replacing equipment.Metrics•Performance measured by customer satisfaction surveys, customers served versus time available and sales. Overall performance tracked at leading (beyond expectation), before finishing training, still leading to date. Recognized for perfect attendance since employment.

Duties: Solution Research, Development, Presentation DesignInstalled and tested capabilities, business value and efficiency of software solutions versus needs and guidelines of Department for data repository redesign project. Submitted findings to team lead and presented impacts of findings to Department clients.

Data entry, Filing, Call Fielding, Delivery Fill-In (Seasonal Position, worked as needed.)Filed sensitive business documents, error checked and corrected existing data against official records, answered calls and made deliveries on days when volume was too high for routes to cover.