Completed projects and tasks, requiring proficiency with infrastructure engineering; and network and voice analysis.Management & Training Mentored District’s Network Analyst on Voice Analyst processes.  Provided leadership, and support for cabling vendors, CompuCom technicians, Analysts and virtual team members on projects requiring infrastructure assistance. Administered Service Now shared queue to include directing tasks of assigned Voice Analyst, Network Analyst, and… Show more Completed projects and tasks, requiring proficiency with infrastructure engineering; and network and voice analysis.Management & Training Mentored District’s Network Analyst on Voice Analyst processes.  Provided leadership, and support for cabling vendors, CompuCom technicians, Analysts and virtual team members on projects requiring infrastructure assistance. Administered Service Now shared queue to include directing tasks of assigned Voice Analyst, Network Analyst, and Infrastructure Engineer.Technical Support & Solutions Provided remote voice support to Tiger Team, a group of IT Client Delivery (ITCD) analysts who provided technical support during merger/facility upgrades, conversions, and other activities.  Performed numerous CISCO equipment replacements/upgrades throughout the BB&T footprint.Resource Management Secured vendor services and BB&T resources for implementation of Service Now within the Service Level Agreement (SLA). Obtained accountability of assets and maintained documentation to include cost estimates, and copies of invoices for completed work at BB&T locations in assigned region.  Utilized ESM RFP process during ground up project and maintained inventory of equipment. Project Management & Support Managed projects for new construction and renovations in assigned Region to include attending Project Meetings, initiating Virtual Distribution List, and providing written Statements of Work.  Facilitated completion of assigned major projects including Bank and Insurance conversions and mergers, facility audits, and phone client training.Noted Accomplishments: Served as ITCD Team Lead for 3 Branch Closures in Lothian, Baltimore, and Dunkirk, MD. Completed 3,500+ voice tasks from Service Now centralized voice queue, utilizing CISCO’s United Call Manager phone configuration database and Unity voicemail database to complete tasks. Facilitated weekly Team Meeting to include taking and distributing meeting minutes. Show less

Promoted to Voice Analyst II as a result of outstanding performance in this position.Administration Managed scheduling of tasks for Voice Logistics department, and ensured equipment was returned to inventory. Collaborated with local Regional Business Operations Manager and Line of Business to secure approvals.  Initiated CSRs, obtained authorized fixed asset(s), reviewed cut sheets, and completed installation checklists. Field Support Provided Voice Analyst… Show more Promoted to Voice Analyst II as a result of outstanding performance in this position.Administration Managed scheduling of tasks for Voice Logistics department, and ensured equipment was returned to inventory. Collaborated with local Regional Business Operations Manager and Line of Business to secure approvals.  Initiated CSRs, obtained authorized fixed asset(s), reviewed cut sheets, and completed installation checklists. Field Support Provided Voice Analyst support to conversion teams, completing conversion of newly acquired banks and insurance companies to BB&T Network. Delivered Voice Analyst support to conversion teams for numerous Bank and Insurance Conversions in 10+ states.Customer Service  Implemented HP Service Manager Software application to coordinate and perform customer service requests including phone programming, voice mailbox and voicemail setup. Employed vendors as well as, BB&T resources to successfully execute voice related Customer Service Requests (CSR).  Conducted phone client training, and performed initial system analysis and site survey including asset information. Project Management & Support Performed onsite project management, coordinating project scheduling and activities.  Supported completion of major projects, including bank and insurance conversions, facility audits, 911 and long-distance voice implementation. Served as Project Manager and Team Lead for Bank and Insurance voice and data conversions in FL, TX, MD and PA. Noted Accomplishments: Olympian Award Winner, recognized as a top BB&T performer by providing superior client service delivery. Elected Banking Officer by Board in recognition of hard work and dedication to BB&T. Completed SWAT (IT Analysts that execute site audit of station reviews performed by IT teams) duties for 19 National Penn Sites and 5 Swett-Crawford Conversions including order placement to carriers prior to field team beginning conversions. Show less