Phoenix, Arizona, United States
Information Technology Professional with over 20 years of expertise in Telecom audit and compliance managing mobile device technology for Fortune 7 Corporation supporting 25,000 plus users in a corporate office and multiple remote locations for partnered business practices throughout the USA and Canada implementing business models and strategies to help growth collaborating with high-performing teams, and with key stakeholders to achieve sustainable results.
• Provided white glove treatment and direct technical mobile support to SVPs. • Created best practices and improved telecom experience for 20,000 employees across multiple locations in the USA and Canada. • Compiled data and performed monthly optimization analysis for forecasting and financial planning with a $25,000 monthly cost savings objective. • Performed telecommunication and networking business evaluations. • Collaborated with other teams on projects that included business acquisitions/divestitures. • Maintained in-depth knowledge of Apple iOS and Android operating systems and trends. • Coordinated onboarding of new hires and relocations of existing users • Managed two remedy consoles-online applications responding to all service-related issues, cancellations, reassignments, account reactivations, and unique feature additions. • Implemented knowledge documentation for leadership to reduce trouble tickets on average by 50% after expanding helpdesk support to 24/7 operations. • Diagnosed and resolved complex integrated customer issues. • Monitored overall network performance. • Generated and analyzed monthly rate plan analysis to determine and optimize spending. • Conducted zero-usage audits and monthly audit sweeps. • Led monthly billing calls with contracted wireless vendors to identify issues and potential savings. • Notified end users, tracked, and validated responses, and cleared cancellation service.
South San Francisco, CA September 1997 to October 2004 • Assisted Spanish-speaking customers in a call center environment with general billing inquiries, payment processing, network troubleshooting issues, and service offerings. • Processed and provisioned mobile device bulk orders for enterprise business customers, rate plan analysis, and performed other administrative duties as designated by management. • Provided One-stop shop resolutions via the help desk escalation queue.