● Partnered with Product Support and Product Management to resolve reported issues within 24 hours.● Prioritized feature requests and production issues to help drive the product roadmap.● Collaborated with Product Support team to evaluate stakeholder problems, identifying root cause andescalating for resolution.● Drafted stakeholder tickets in JIRA for the Software Development Team.● Maintained system to track high priority bug tickets across products to improve customer communication.

● Analyzed customer held order issues and drove cross team communication to ensure timely serviceinstallation.● Documented and streamlined resolution of held orders and provided training to fellow associates.● Partnered with IT to analyze and correct database errors for data integrity.● Monitored JIRA dashboards and queues throughout the day for newly assigned tickets.● Remained focused, adaptive, responsive, and organized while working multiple projects and tickets tomaintain efficiency.

● Designed circuits for DSL customers to guarantee the best user network experience.● Trained new employees to ensure that all processes and procedures are understood and followed.● Analyzed database records for accuracy after network changes were implemented.● Worked with management to identify potential process improvements.

● Designed and implemented circuit activation for the National Network Operations team.● Maintained path, switch, vendor diversity, and best cost routing where economically justified.● Coordinated circuit installations between vendor and operations personnel; tracked status and escalatedtimely completion of orders.● Met quarterly with vendors to assist with tracking of key performance indicators.● Project managed circuit orders for new retail locations to ensure no delay in opening.

● Point of contact for ordering requirements within the wireless and AXN networks.● Converted data from the circuit inventory system into various ordering tools for Access Service Requests.● Assisted with coordination of orders to ensure that transport delivery times were met.● Collaborated with engineers on database integrity, billing records, and interconnection expenses.

● Coordinated test and turn-up of circuits on the Alltel network with multiple carriers in order to meet transportinstallation timelines.● Worked with network operations to ensure proper tracking of repair issues to alleviate network down time forcustomers.

● First level contact for escalated calls and emails received from sales representatives.● Resolved customer billing disputes after identifying and solving the root cause.● Proactively reviewed high profile business accounts to prevent service disruption.