Capacity Engineering

Project Managed the successful release for the removal of an Amdocs aggregator providing a direct connect to the Digital Commerce Manager and Payments Enabler API saving AT&T over 350k in monthly expensesWorked with the Developer Program team to establish tools and processes for supporting Mobile Commerce developers and their use of the enablers and APIsLead and guided a cross-functional team by providing pre and post Agile direction related to road-map, prioritization of day-to-day activities, critical issue tracking, timely issue resolution, and budget managementDeveloped detailed Product Requirements for Payments Enabler and Service Monetization APIsProvided input to High-level Design and System Architecture. Provided input and guidance in regard to Test and Deployment PlansParticipated in the creation and optimization of Mobile Commerce developer on-boarding processes

Assisted in the delivery of T-Mobile’s first CQ5 XML Content Management SystemDeveloped a technical and business process system to provide a cost efficient way for Digital Marketing to bring the latest and greatest products to T-Mobile websitesInterviewed developers and drafted technical design documentsProvided technical requirements and analysis of multiple e-Commerce platformConducted training sessions provided business and technical support for fast to market content delivery methods

Implemented a cost saving Salesforce Customer Relationship Management SystemDelivered business requirements and provided analysis and process Business requirements documentation and the implementation for a new reporting systemProduced functional and design specifications from the client business requirementsPerformed database analysis and mapping across multiple platforms within the Medtronic sales teams

Responsible for delivering T-Mobile’s Enterprise Secure Print project with a cost saving of over 6 million nationwideDelivered the requirements for a Data Center Disaster Recovery effort to ultimately copy and move the Bothell Customer Database to a secondary secure locationAssisted with test case design and execution. Developed systems architecture design processesModifications to internal and external communications to improve customer service; customer adviser training materials, engineer briefing documents, customer support website

Courses studied:SQL – Structured Query LanguageDatabase DesignSQL Server 2008 IntroductionT-SQL Query Extensions to SQLSQL Server 2008 Administration (Advanced)SQL Server 2008 SecurityPowerShellSQL Server 2008 Integration Services (SSIS)SQL Server 2008 Optimization and Performance Testing

National Billing & Roaming Technical AnalystPerformed Business/Functional Analyst duties within the IT/Billing organization supporting AT&T/Cingular internal Billing/Usage moduleCreated user test cases and documented test results for the Mediation Platform to the internal billing format and dataProvided subject matter expertise in the mapping of call detail records processing for each Switch type or element to the internal billing formatWorked with Other IT/Billing Teams, Cross Functional IT Teams, and 3rd Party Billing Vendor to fully analyze, develop and document Business Requirements in order to troubleshoot billing errorsIndependently handled a variety of responsibilities simultaneously and prioritized all tasksCoordinated efforts with Mediation Tech Support and Dev to correct call event usage errors caused by invalid billing

Worked closely with Project Management and development teams on requirements gathering, Planning, Analysis, Design and Implementation for multiple applications and domain migrationsProject Managed the installation and designed a support process for a Global Distribution System Developed the work breakdown structure for building Contact Centers and defined the major phases and milestones of the Project in a summary fashion. In addition, provided an overview of the full scope and timeline of the project Designed SharePoint Portal and WSS Sites for Hotels.com Business and Engineering teamsDrafted and Developed the Standard Technical Writing Process for the Expedia.com and Hotels.com Network Operations CenterProvided Technical and Non-Technical Writing for the Expedia Inc. Brands, Hotwire.com Hotels.com and Expedia.com Account Management Team and Support Desks

Partnered with IT Developers to Build Test and Release Wireless Billing CRM SolutionsEstablished Standardized Testing Methodology for CRM Platform IntegrationProvided well defined testing procedures allowing Off-Shore teams to execute tesing functions freeing up development effortsTest planning, problem analysis and resolutionIdentified and reported errors using XML, MS SQL and Remedy Help Desk Tools Generated daily metrics reporting necessary for meeting a 100% Compliance for 24-48 hr error resolution

Interacted with Wireless billing vendors and internal business organizations to resolve long distance and roaming issuesResearched call records and Switch data to determine error resolutionAccess to Switch Control Systems to modify and update Wireless dataUtilized Remedy Help Desk Tool to resolve billing issues and report potential downstream effects Spearheaded process improvement initiatives and significantly improved operation efficiency levels

Technical Internal Support Specialist SME for Customer Billing SystemsFielded calls from Sales, Customer Care and Management to report and resolve system issuesAccessed internal Customer Care Systems and Switch Control to troubleshoot and resolve errorsParticipated on the Enterprise Project Release of Remedy Help Desk ToolEducated Customer Care Representatives to effectively understand Wireless invoicing

Technical internal billing and support specialist for large business accountsFielded calls from Sales and large business accounts to provide billing and technical supportProvided onsite and offsite techinical training and device supportAssisted in sales transactions, customer loyalty and retention

Activated Wireless Paging Devices, performed daily troubleshooting and support Worked with the Sales teams to manage and support corporate and personal accountsProvided field support for potential and new customersAssisted with customer billing and coverage questions