Resume of Telecommunications Analyst

Title
Telecommunications Analyst

Primary Skills
network management, wireless management, budget analysis, troubleshooting for voice, data and wireless issues

Location
US-MD-Annapolis

Posted
Jul-05-07


SUMMARY
Eighteen years diversified experience and leadership in the IT telecommunications field including network management, wireless management, budget analysis, and troubleshooting for voice, data, and wireless issues. Proven leadership roles in customer service and help desk support and the ability to multi-task and meet firm deadlines. Possess strong interpersonal and written skills and the ability to work as liaison between the client agency and company to resolve issues in a quality and timely manner.

EXPERIENCE
PCHS - Arlington County Government (April 2007 - Present) Telecommunication Billing Analyst
Employed under contract with Verizon.
* Manage and provide technical support for the provisioning, ordering and billing for all data, voice, and toll free number circuits for Arlington County Government.
* Oversee monthly billing cycle including internal bill backs, invoice processing and dispute resolution and tracking for telecom service invoices.
* Research and compare billed services to the provisioned orders, manually or by query to determine the authenticity of all services billed.
* Provide technical support to the wireless system administrator and 1300 users on all issues regarding orders, provisioning and the deploying of all PDA's, Blackberry's and wireless cards.
* Provide technical advice and trouble shooting techniques to users telecommunications needs opening and closing all ticket requests regarding data circuits, voice lines, billing disputes and wireless devices.
* Provide customer service coordinating and consulting government staff, interfacing and providing financial and billing information to customers.
* Develop a manual of operating procedures to assist departments in the new video conferencing system.
* Track Service Level Agreements (SLA's) and make sure all contractual obligations are met on time.
* Audit and analyze telecommunications cost data associated with a variety of services. (ie, 800, long distance, calling card, wireless, local PRI's, IXC Usage, Facility Access, and Switched Access services.
* Validate contract/tariff rates, usage and other telco related charges and research and compare billed services to the provisioned orders to determine the authenticity of all services billed.

FTI Consulting (June 2005 - July 2006) Mobile Telecommunications Specialist
* Responsible for managing the daily operations of mobile communications for approximately 1500 employees in 25 cities, including Europe and Australia.
* Served as account management with all mobile device vendors such as Verizon, Sprint/Nextel, Cingular, and other related service providers.
* Ordered, provisioned and deployed wireless, PDA's, cell phones and Blackberry devices to users.
* Added and deleted users to the BEZ and Goodlink servers.
* Ported numbers between carriers, added international services for users, changed users financial responsibility, activated devices, deactivated devices, and migrated users when needed.
* Performed studies to ensure device charges and voice and data plans were billed correctly, in this process I was able to get FTI a credit from a vendor for $61K

Networking for Future (March 2005 - June 2005) Information Technology Specialist
Employed under contract for the Census Bureau
* Provided technical support and assistance directly to the Assistant Division Chief of Administrative Records Research (ARR), Planning, Research, and Evaluation Division (PRED).
* Developed methods for automating administrative and program reports, considering the interrelationship of reports and multiple uses of the data.
* Part of a team responsible for implementing next generation VOIP and unified communications infrastructure.
* Track Service Level Agreements (SLA's) and make sure all contractual obligations are met on time.

Northrop Grumman (August 1997 - January 2004) Telecommunications Analyst
Employed under contract for The Department of Housing and Urban Development (HUD)
* Managed and exercised overall program responsibility for the HUD Integrated Network (HINET), providing technical advice to senior management and coordinating network efforts.
* Migrated HUD's Sprint T1 network to an MCI ATM network, HUD's ISDN Dial Backup System and the new infrastructure for the TRACS Sprint Mail Replacement System.
* Assisted users with the Avaya Definity Telephone Systems and products, to include telephones, voicemail, interface cards, handsets and PBX systems.
* Served as the HUD Designated Agency Representative (DAR) to the General Services Administration (GSA) for the Federal Telecommunication Systems (FTS) contract.
* Represented HUD Telecom Processing Deputy Director in meeting and conferences.
* Maintained inventory control for telecommunications equipment to track telephone and data lines.
* Provided written requests for network provisioning to telecom vendors to add, change, move or disconnect voice and data lines for HUD Headquarters, Field Offices and Contractor Sites.
* Assisted in the installation of routers, cables and switches for the interconnection of contractor sites.
* Coordinated and tracked the HUD HINET budget for the Telecom Processing Division, which is estimated at $6 million.
* Documented and performed FTS2001 long distance costs and data communication costs including voice, long distance service, IVR services and data transmission service costs
* Performed feasibility studies to ensure there were no delinquent payments and HUD has not been charged for circuits that had been cancelled. Following these practices I was able to get HUD a credit from a vendor for $207,000 for incorrect billing.

Federal Data Corporation (June 1995 - August 1997), Customer Service Analyst/Help Desk Support
Employed under contract for The Department of Housing and Urban Development (HUD).
* Served as Customer Service Representative for the HUD Secretary and his staff.
* Provided 3rd level help desk support to end-users on Microsoft Operating Systems, applications, hardware, software, and network related problems and questions.
* Open, track and close all trouble tickets, ensuring problem ownership have been satisfied with end-user.
* Provided training and guidance to less experienced help desk personnel.
* Scheduled and coordinated the acquisition, upgrading, and maintenance of user's workstations.
* Managed, ordered, activated and deployed Blackberry devices and resolved trouble tickets.
* Managed staff and overall duties for the HUD stockroom assigning property tag identification, coordination of internal and external shipments and filing reports of any missing or defective equipment.

EDUCATION: University of Maryland, University College, 70 credits towards a Bachelors Degree. Mary Kay Independent Sales Rep., Thomas Stone High School, Graduated 1986.

Operating Systems/Software: Windows XP/2000/NT/98/95, Microsoft Word, Microsoft Excel, basic Microsoft Access, Microsoft Power Point, basic Microsoft Project, Lotus Notes, Microsoft Outlook, Video Conferencing equipment, LANs/WANs, TCP/IP, basic VOIP, Upgrades, Installations and Configurations

Certifications
See above


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