Chicago, Illinois, United States
Knowledgeable telecom operations professional proficient in all aspects of network management and delivery. Focuses on results, growth, quality, innovation and customer satisfaction. Results driven and team oriented with a strong telecom background in provisioning and order management of both voice and data services. Applies knowledge of telecommunications operations to meet and exceed client requirements. Excellent communication and organizational skills.
• Managed the implementation and delivery of telecom services (voice and data) for all retail stores in US and Canada • Interacted directly with all major service providers in US and Canada as well as internal stakeholders such as Real Estate, Store Development, and Sourcing. Acted as liaison between stakeholders and service providers during the installation of telecommunications services at retail stores. 600 stores installed each year on average. • Intimately involved in the development and implementation of ServiceNow as Service Order and Management tool for the Retail Network Provisioning – Order Management team. • Managed weekly post mortem meetings to analyze success installation rates as well as opportunities for process improvement and built forecasting tool to • Built forecast reporting tool to be able to manage installation risk • Headed up weekly vendor meetings to review installation challenges as well as project risk level • Implemented new process ideas to improve installation success rate by 20% in 6 months • Created and maintained knowledge-based process documents in Confluence
• Provisioning and management of network and voice services for all new and relocating Starbucks stores in North America. • MACD management for all retail Telecom related services. • Applied LEAN SIX Sigma best practices to operational excellence – Participated in value stream mapping for Network Installation. • Continuous improvement environment. • Data driven professional – Power BI creation and management. Created and enhanced several reports that resulted in significant time savings and cost reduction. • Telecom billing management. • Disconnected unused voice and data services across all of Canada and US for an effective cost savings of $2.4 million per year. • Cleaned up over 10,000 records in Starbucks’ billing system. • Created and maintained knowledge-based process documents.
• Provisioning and management of Hosted Voice / VoIP service for enterprise business customers. • Ordered and coordinated the installation of third-party circuits including DS1 and Ethernet for enterprise customers. • Coordinated the migration of 911 services to a new platform. • Promoted to Number Admin. Submitted the biannual NRUF reports to NANPA in accordance with telecom rules and guidelines. • Ordered and coordinated the porting of telephone numbers from ILECs and CLECs.
• First level of escalation for provisioning team. • Circuit design of everything from DS0 to Fiber level services in adherence to company standards. • Circuit ordering using ILEC systems and designed directly to Fiber LIT buildings within the Integra network. • Ordered and coordinated the porting of telephone numbers from the ILECs and CLECs.
• Provision and coordination of installation of telecom services for small and medium businesses. • Designed DS0, DSL and DS1 level services. • Ordered circuits from the ILECs. • Ordered and coordinated the porting of telephone numbers from ILECs and CLECs. • Coordinated the installations, moves and service conversions between the customer, phone and data vendors and our technicians.
• Tracked and maintained satellite inventories in several vehicles as well as the main warehouse. • Ordered new inventory and returned defective inventory via the RMA process.