Successfully Led multiple projects including multiple systems: Salesforce, Oracle Stack, Metasolv (M6), Trunk Automation Platform (TAP), EXPO, ICOMs, CSGRefined/Developed User Stories for projects to ensure development meets business requests through the life cycle of projectsActively managed multiple projects simultaneously to ensure that all due dates are met with no remaining issues utilizing smartsheets, excel, ALM Octane, JIRA, and salesforceDeveloped multiple new teams to handle system testing, billing migrations, and reactive migrations which included: creating processes, training new employees, leading internal projects, and determining efficiency Lead the transition from Waterfall to Agile methodology during business transition to ensure no impacts to current projects and proper methods were being utilizedMentored/Trained Business Analysts in Salesforce, TAP, BPS, Oracle Stack, ICOMs, CSG, user story review/creation, process development, report creations, and how to drive efficiency Conducted stakeholder meetings to provide project/team updates and issue resolutions Created project approach decks and test plans in accordance with project management framework standards to minimize any issues and gapsManaged teams through multiple successful system migrations and process improvementsWorked closely with the business teams to validate accuracy of User Interface (UI) Managed major system overhauls, middleware software changes, new product implementation, and changes requested by the business with tight deadlines with minimal reschedules Tested enhancements and releases through ALM Octane utilizing test scripts and Agile methodology

Created and led multiple project meetings to identify issues on a project, create a resolution to resolve the issue, and design processes to ensure the issue can be avoided for future orders.Developed user stories and requirements to ensure development of projects were meeting business requests and reduce confusion Successfully managed multiple high revenue projects cross functionally to ensure all aspects of the project are completed and ready for the day of installation by using calendars and drive schedule adherence.Communicated both written and orally with internal boundary partners including Sales, Technical Operations, Voice Operations and external boundary partners including Bandwidth, Level 3, Verizon and other telephony LECs, to identify and resolve complex issues.Identified as designated subject matter expert (SME) for multiple different projects including Hosted Voice service, Toll-free implantation, and ICOMs billing system. Developed multiple checklists and documentation for the team on projects to ensure accuracy and understanding of the product to better support customer issues, drive success on all projects, and provide support to any errors.

-Identified and corrected security breaches in the AMU by running access reports, reviewing possible breaches, and correcting the breaches in RS2-Developed/Tested processes for the PSOC and AMU to assist in navigating billing systems to locate information of customers/businesses and notate any security issues-Created/Reviewed multiple cases of ranging from employee theft to assaults and access breaches for the PSOC

-Receive, process, validate, and see through installation of Business Class PRI orders-Process port-outs orders by creating opportunity, provisioning order, and completing in CSG/ICOMs, SalesForce, and PRIME systems. Handle and correct BPS fallout as it occurs-Successfully managed multiple projects cross functionally to ensure all aspects of a specific trunk cutover are completed and ready for the day of installation-Communicated both written and orally with multiple departments including Sales, Technical Operations, Voice Operations and telephony LECs to resolve complex issues-Managed and escalated orders with carrier groups to meet customer requirements-Analyzed root cause analysis of daily invalid and rejected orders to resolve issues-Identified and troubleshoot issues flow through provisioning and the complex order fallout process-Managed and escalated orders with carrier groups to meet customer requirements-Identified security breaches through multiple programs and produced fixes to prevent further breaches-SME for Hosted Voice services and assisted in development of new processes, identifying and correcting issues in process development, and investigate issues with different processes or fallouts.-Processed E911 updates and analyzed security concerns for customer’s phone systems by identifying call flows, usage of numbers, and reviewing activity on equipment.

-Assist customers with troubleshooting and repairing all services (Cable, Internet, and Phone)-Educate customers on billing system and help customers understand rates and promotions-Maintain good stats and great verbal skills to better help customers and agents-Assist other agents with orders and complex billing issues-Mentored new agents and helped educate new hire classes -Create training guides and documentation to better assist agents understand common issues -Received 13 Charter Appreciation Awards from agents in other departments I have helped

-Complete merchandising tasks, which includes planogram assignments, clean & repairpresentations, implementing new fixtures, signage and security devices-Build new product displays and implement new technology displays-Maintain upkeep of store displays and assist store team with functionality-Assist in remodeling stores -Work with multiple companies to ensure display accuracy -Worked with a team to complete major projects and made sure it was completed on time and accurately