Staff Support Specialist/SME
Provided End-User Support for Administration Work Centers (6 work centers with ~100 to 150 Specialized Associates who perform Telephone Number and Line Equipment Administration).Documentation / Training
·Coordinated the testing and created a new process to meet compressed conversion schedule of new Telephone Number Administration (TNA) system. Provided a spreadsheet to all testers assigning particular screens to each based on their known strengths, resulting in the TN Module being tested well in advance of any other testing model. Entire project won a Verizon Telecom Leaders Circle Award.
·Provided TNA Center training, wrote documentation and standardized information for Nortel Next Generation Succession switches deployment.Included the new Line Gateway MG9000, CS2000 Softswitch and Next Generation Digital Loop Carriers.
·Researched the newest IP technology, Session Initiation Protocol (SIP) and wrote documentation with diagrams to make complex new technology understandable by non-technical associates.
·Conducted Train the Trainer sessions with local field supervisors either on-site or via Web Video Conferencing tool (IOBI or WEBEX).End User Support
·Subject matter expertise relating to two main TNA’s, provisioning systems, and other Telcordia based and internal line provisioning systems. Support end-to-end service order testing for new products and service offerings.
·Reduced the trouble ticket load from ~20 to 50 tickets daily for system/service order related issues to ~10 to 15 a month.Identified training needs and increased associate use of the On-Line documentation database by using their suggestions to create an easy search feature and updating documents with easier to understand titles and layout.
·Wrote several work instructions in simple step-by-step ISO 9000 type format for various common error messages or problems they may encounter to increase their productivity.
·Administer Repair type tickets in a Remedy Ticket Referral system.
·Supported NXX Code conversions and line equipment conversions. Developed or assisted with several creative solutions to assist provisioning of new line equipment.
·Provided SME Support for Code Administration in TN provisioning databases.Monitored and
tracked LERG updates.Supported Local Number Portability (LNP).