Laura Atkinson Email and Phone Number

Title/role change from Accounting Coordinator to Associate Business Analyst.

• Focus on routine accounting tasks, encompassing data entry of journal entries, fixed assets, and invoices for payment. Proficient in filing and maintaining accurate records.

• Managed executive level vendor escalations for billing, provisioning, and repair departments. Conducted root cause and gap analysis on carrier escalations and system issues to identify operational and system improvements needed.• Maintained vendor account team relationships, organized contracts, managed SLAs, and researched vendor pricing or process information for internal teams.• Led change management initiatives for new vendor process roll outs. Assisted with new vendor and product on-boarding.• Escalated and worked with carriers to resolve system outages and order / repair process flow issues and defects for 90 external carrier applications. Served as escalation point of contact.• Escalated with various utilities and municipalities for permits to be approved, processed and cleared in order for work to progress.• Managed vendor systems projects due to systems consolidations, mergers, and acquisitions.• Distributed inbound vendor industry notices to impacted internal teams.• Maintained 500 carrier ILEC Profiles and CLEC trading partner profiles and managed 220 CLEC accounts.• Implemented and utilized JIRA, SharePoint, and Confluence to oversee projects.• Gathered and prioritized product and customer requirements throughout product lifecycle. Acted as advocate for internal and external customers to resolve any issues.• Planned and scheduled equipment maintenance, delivery, and upgrades for data center hardware. Maintained technician schedules for Data Center access and implementation scheduling. Managed data center access permission for users.• Assisted Project Team with installation of cloud-based Office Suite services.AWARDSSmall Business Power Award, Windstream, 2016Circle of Excellence, Windstream, 2012-2014.

• Managed numerous network optimization cost reduction projects.• Recommended and identified opportunities and solutions to improve service efficiency and cost effectiveness.• Utilized various products, services, and types of orders, including UNE, Resale, HI-Caps, Copper Loops, EEL, Loop Make-up, Listings, and UNE Port Loop Combo.

• Trained disconnect associates on new products, processes, and procedures.• Acted as subject matter expert (SME) on business rules, ASOG/LSOG, ordering guidelines and processes for LEX / manual ordering for ATT (W/MW/SW/SE), CenturyLink, Frontier, and Verizon territories.• Administrated ILEC web-based applications• Documented new processes and training procedures when applicable.• Processed disconnect orders, researched, and processed new restore ASR/LSRs. Escalated with various Vendors/ILECs to restore customers disconnected in error.• Admin for ILEC web-based applications

• Proactively managed the delivery of service to end-customers by monitoring order progress, responding to order rejects or troubles, and identifying, escalating, and resolving jeopardy orders• Managed daily production through direct supervision, coaching and development of employees• Participated in defining business processes and information flow requirements

• FLORIDA DIGITAL NETWORK, Orlando, Florida, T1 Provisioning Rep Team Lead, 2003-2004. Handled individual accuracy, quality, and production of DS0, DS1, DS3, DS1 and Trunk orders. Managed training programs for direct reports. • FLORIDA DIGITAL NETWORK, Orlando, Florida, T1 Provisioning Rep, 2001-2003. Utilized various products, services, and types of orders, including LNP Gateway, UNE, Resale, HI-Caps, Copper Loops, EEL, Loop Make-up, Listings, and UNE Port Loop Combo• Provisioning Rep –Adelphia Business Solutions, Orlando, FL, Oct 1999 – Oct 2001• Customer Service Rep –Adelphia Business Solutions, Orlando, FL, Feb 1998 – Oct 1999