Sonja Walker-Harrison Email & Phone Number

Virginia, United States

Contracting with Pinnacle as an AT&T dedicated GSA (General Services Administration). I have an active Public Trust Security Clearance. I am a key team member that elicits, analyzes, and validates project requirements with results in the EIS (Enterprise Infrastructure Solutions), applications or enhancements for existing applications, with an understanding of the business issues and needs that translate into requirements to create overall solution. • Manage end-to-end requirements process using tools to define the set of processes and approach for each project, as well as issues resolution. Engage with development and business reviews ensuring proper process can be developed based required solutions with a focus on products (service assurance and delivery), software files (JSON, EPIC, USER stories, Script, Application Code, etc.) and billing (ISB, UB, EIS, etc.).• Manage the requirements, process by acting as a liaison/product owner delegate between business stakeholders and the delivery teams to align business needs with a technical architecture and end-solution. Error and fallout, managed by USH Trouble Tickets (TT) creation, review, assignment, assessment, and corrective actions leading to resolution.• Supporting Federal Government Production Platform issues and assist with some product specific process development to the EIS program. • Escalation Manager for the EIS platform issues and ensuring the development of reports with issue and the tracking of issues, identifying the owning group for resolution (MOD, Sales, Program/Project, PSO, FBO, Product Catalog/PC Team, IBM Teams, applications CADM/BGW, etc.) and post resolution updates in the trouble ticketing tracking system. • Drive process development for EIS products being transitioned into the EIS program. EIS USH Tickets Escalation provides a managed path and criteria to obtain priority support for GSA Federal Government Agency trouble ticket Notice issues and Ordering issues (SOA to SOCN completion).

Oakton, Virginia, United States

Created customer terms, conditions, discounts for contracts for several complex customer services. Supervisor role for 10 associate team members, including Tour selection, Time approvals, Appraisals, career development, team building. Managed the entire District Ids, 10 - 2nd level teams, creation, and approvals. • Initiated automation project for Complex Customer credit approvals for several teams into a web tool instead of a manual paper signature, scanning document process, saving over 20 hours a month, tracking multiple team levels from creations to Upper Senior level management approval.• Streamlined Customer invoice, bill cycles, cross-functional projects, automating functions by saving bill cycle processing time from 2 hours to 2 minutes per cycle transaction. Providing customer discounts, rates, and contracts. Eliminated manual errors when running bill cycle to automation.• Business requirements to create, implement, test, to consolidate over 15 manual functions, data warehouse data from several tools into one tool to streamline all customer contracting events from implementation to invoice. Tracking over $1B in revenue a year and system consolidation with automation of savings over $1M a year. Planning, business requirements, testing, planning to implementation, training, and execution. Excellent process management and project management skills, build strong collaborative working relationships with senior leadership and internal and external customers. Compliance requirements, audit controls, life cycle and continuous maintenance. Processing of complex customer contractual contracts, identifying contract gaps, terms, discounts, service orders, billing set-up and complex credits.

Oakton, Virginia, United States

Managed all Pre-Production functions for Local Residential and Business, Local Customers. Created and Implemented Customer Discrepancies process and Monthly One-time charges. Revised and trained Customer Care and Internal teams for Local Customer process of Custom discounts.• Implemented automated approvals process, to screen-scrape Local Customer servers, eliminating manual tracking and overtime. Automatically tracking of 144 servers processing, saving 8 hours of work a day to 15 mins a day.• Revised methods and procedures and trained Customer Care teams (over 40 employees) and Internal teams for Local billed/payphones/residential, Customer and the processing of Customer Custom discounts to streamline functions saving over 8 hours a week.• SPOC for all project calls for Local TCG functions, automation and eliminating manual errors. One project implemented for Monthly and Onetime charges; saved processing time from 45 days to 1 day turnaround time.• Lead Project Manager for Customer Outages automated, eliminating 5 days’ a month. Managing Control Desk Tier 1 support, contract approvals, etc. Demonstrating outstanding Customer Satisfaction Support. Implemented a process to scan customer contracts on a database to view instead of pulling paper contracts, saving team and company time.• Presented a mechanization tool for customer statements, invoices, Customer discrepancies. Supervisor of 7 employees unbilled usage (collected 106.76M), Implemented projects, tracking forms, etc. eliminating emails. Presented a mechanization tool for international customer statements/invoices, tracking of Customer discrepancies, etc.• Interface agreement with several governments team, (file reduced from 11 million to 1.5 million), Methods and Procedures, etc. Mechanized process with technical support teams to bill revenue (28.6 million minutes of REVENUE billed). Partnered with Governance Board to re-instate process feeds to resolve and bill customer correctly.