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Work experience

Mar 2011Present

Specialist-Network Design Engineer+

AT&T Coporation
  • Explained technical inquires regarding cloud infrastructure and software applications for the AT&T Hosting & Application Services department via phone, team and personal email, Q Enterprise Messenger
  • Extensive experience with communicating  with upper management on Severity Outages
  • Contribute to planning associated with the enhancement and documentation of Cloud Services
  • Collaborate with Labs, Sales and Product Management teams for development and client support
  • Coordinates and interfaces with internal and external customers to ensure service commitments are met
  • Training department staff (new hires) to use cloud tools and services and mobile (hosting) applications efficiently 
  • Selected to conduct interview process for all cloud tier 1 new hires
  • Assisted with AOTS Remedy Ticket “Clean Up” Project - Reduced AOTS ticket queue by more than 50% in 3 weeks by delegating responsible agents to review opened and aged tickets. 
  • Collaborating with cloud project management to develop and support a new cloud service called AppDirect
Jun 2009Mar 2011

CS OPS – Sr. Specialist

AT&T Mobility LLC
  • Directly interfacing with the AT&T business and consumer customer base via telecom system.
  • Diagnosing and providing a path to resolving data service inquiries related to GPRS/EDGE/UMTS/SMS/MMS devices including but not limited to PC Wireless Cards, Windows Mobile devices, RIM devices and GSM/UMTS handsets.
  • Diagnosing and providing a path to resolving GSM/UMTS voice issues.
  • Interfacing with local team management and internal and external partners.
  • Multitasking through multiple systems while troubleshooting with customers.
  • Accurately tracking all interactions via web interface.
  • Achieving great call quality scores and center metrics  including average handle time and customer availability as well as schedule adherence and conformance.
  • Recently seletected and participating in Nss Voice Internship program to increase knowledge of how voice interfaces with the AT&T Network
Sep 2003Oct 2008

Marketing Database Specialist

  • Answered technical questions regarding database and software applications for the Marketing department via phone, team and personal email, IBM instant messenger.
  • Level 1 and 2 support for IBM Americas Marketing Intelligence.
  • Addressed the overflow of incoming calls and emails 35% by creating and maintaining a team website. Which posted the latest outages, recent news, FAQ's, and hints/tips for IBM users.
  • Investigated issues reported by users and vendors in a timely and efficient manner.
  • Trained department staff(users) to use database and applications efficiently.
  • Contributed in the remodeling of the new Call Tracking Database that is now being used to communicate between all support teams in tracking user questions and issues.
  • Created documentation on database and software policy and procedures.
  • Managed DASD space on main Marketing Db with the purpose of keeping the size of UDT's (UserDefined tables) under the maximum threshold for the Db.

Education

20022004

Diploma Web Development and Business Programming

19992000

Computer Learning Centers

References

Andrea Stebenne

Stacey Dillard

Dwight Williams

Summary

Self-motivated IT Professional, responsible and experienced at working in fast-paced environments. Excellent analytical and problem-solving skills. Recognized for dedication and the ability to achieve results. Confident and poised in interactions with individuals at all levels. Adapt quickly to diverse management and client styles. Detail oriented, able to multi-task effectively. Good humored and enthusiastic under pressure.

Career Accomplishments

  • Six Sigma Certified – Yellow Belt
  • Promoted after 6 months of being hired for outstanding performance to Clarify Team in 2009.
  • Rewarded with an IBM Night Clock for an outstanding performance in 2007. 
  • Awarded “The Unsung Hero Award 2003” for outstanding achievements. 
  • Voted “The Inside Sales Support Superstar” for the Month of May 2002. 
  • Rewarded with a $50.00 gift check, and received and award for Excellent Attendance. 
  • Won “The Sales Team Choice Award” for going above and beyond the call of duty.

Skills

Applications
Visual Basics for Applications, Dreamweaver, SQL*PLUS, MS Office, AOTS Remedy, BRIO, SAS, QMF, VizGEMs, Nagios, Topaz, VMware  vSphere Client,  PUTTY, EFMS Salesforce.com,TSAM, Maximo, V-Center
Databases
 Oracle 8i, MS Access, DB2 8.1
Languages
HTML, DHTML, XML/XSL, Java, JavaScript, PL/SQL, Visual Basic