Service Delivery Coordinator Resume Samples

Description :

1. Created business reports that demonstrate traffic flow in order to better analyze specific products.
2. Navigated different applications  or switches togather information or updating customer product information.
3. Prepared Local Service Request (LSR) utilizing carrier applications and carrier interfaces.
4. Submitted, tracked , documented LSR orders to Local Exchange Carriers, using various internal and external systems ensure porting for Toll Free and Local DID Numbers.
5. Monitored LSR orders submitted to ensure Firm Order Confirmation (FOC) received within regulated timeframes and resolve order rejects within  timely manner and escalated  needed.
6.  Responsible for creating and activating telephone number subscriptions in SOA / NPAC.
7.  Coordinated requests for Hot Cuts with various entities and departments within Company.

Experience

5-7 Years

Level

Executive

Education

B.S. In Business Administration

Description :

1. Held responsible for Problem Management Resolution among various vendors, technology and teams.
2. Welcomed visitors  greeted them,  person or on 
3. Maintained continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
4. Proactively managed internal system milestones, carrier issues and order supplements to ensure order completion within established time-sensitive intervals.
5. Responsible for validating requirements to provisioning and coordinating build activities, closing  project via client signoff.
6. Planned and facilitated multiple client-facing meetings involving 6-8 technical experts.
7. Continually developed new procedures to work in  team environment.

Experience

5-7 Years

Level

Executive

Education

Master Of Computer Applications

Description :

1. Responsible  ensuring that all end user incidents , logged and resolved efficiently and timely on 24x7x365 basis in accordance with established policy/procedure and agreed upon Service Level Agreements.
2. Responsible for working with appropriate IT Management to create, maintain ,enforce SLAs agreed upon with end users and IT Management.
3. Evaluated problem trends and escalated recurring issues to appropriate IT Management for permanent resolution.
4. Responsible for ensuring timely escalation of issues Help Desk to get  War room initiated and engage on-call support personnel  prescribed policy and procedure.
5. Engaged and clearly communicates  planned outages to  Business Liaisons and the end users.
6. Adhered to SOX compliance.
7. Worked closely with Operations Manager on Project Life Cycle Management activities to support the application team.

Experience

2-5 Years

Level

Junior

Education

Master Of Computer Applications

Description :

1. Managed IT implementation projects for small to medium-sized IT solutions.
2. Inspected technical design documents for standard IT solutions.
3. Ensured that minimum requirements met to start up and complete  implementation lifecycle.
4. Planed and facilitates kickoff meetings involving 2-3 stakeholder groups.
5.  activitied involves allocating CTL engineering and technical resources , reviewing simple technical documents with stakeholders regarding mid-sized solutions.
6. Planned and facilitated multiple client-facing meetings involving 6-8 technical experts.
7. Built strong relationships with downstream partners ensuring cohesive cross functional collaboration.

Experience

10+ Years

Level

Senior

Education

Diploma

Description :

1. Responsible for technical aspects of troubleshooting and diagnosing customer POTS telephone lines and T1 voice and data circuits.
2. Worked with customer  troubleshoot phone equipment and internet trouble.
3. Used Crosstalk and Secure CRT to access Nortel DMS-500 and Lucent 5ess, as well as Sonus softswitches.
4. Ensured circuits are within operating specifications  testing circuit cards, tip, ring and tip-to-ring resistance and capacitance.
5. Isolated translation faults lines ensuring accurate data input.
6. Used Coppermountain Copperview, Calix CMS and Adtran MUX to place loopbacks on and test T1 circuits.
7. Maintained telephone correspondence with customer until trouble has been resolved.

Experience

2-5 Years

Level

Junior

Education

Management Info Systems

Description :

1. Interacted with Business and Government customers on daily basis, either by phone, fax, email , correspondence.
2. Applied payments, resolved billing, order, product issues and negotiated payment arrangements to company , customers satisfaction.
3. Utilized WORD, EXCEL and Outlook  many internal computer systems.
4. Workload prioritization ,organization are strong skills.
5. Continually developed new procedures to work in  team environment.
6. Coordinated orders for large projects, one such project was the cutover from a DSS system to ISDN for the 7th largest customer in our region.
7. Organized/managed network overbuilds and outside plant construction in support of customer project/order, working directly or through organizational resources as available and needed.

Experience

10+ Years

Level

Senior

Education

Certificate Of Telecommunications

Description :

1. Ensured project/orders  delivered  time, striving to exceed customer expectations.
2. Effectively communicated dependencies and project status  customer and others needed.
3. Drove to achieve/exceed monthly revenue goals for  business.
4. Acted as Primary contact for  project/order during  implementation of the project/order.
5. Applied solid knowledge of  organization, influencing others through effective matrix management skills to ensure  positive outcome for both  customer and XO.
6. Performed milestone tracking and implementation focus across a large cross-functional team with little to no supervisory guidance.
7. Managed change in scope, identifying potential issues and devises contingency plan or alternate solution with least impact to  customer.

Experience

5-7 Years

Level

Executive

Education

Management Info Systems

Description :

1. Directed visitors  maintaining employee ,department directories; giving instructions.
2. Maintained security following procedures; monitoring logbook; issuing visitor badges.
3. Welcomed visitors  greeting them, in person on telephone; answering or referring inquiries.
4. Directed visitors  maintaining employee and department directories; giving instructions.
5. Maintained security  following procedures; monitoring logbook; issuing visitor badges.
6. Processed exhibits Maintains telecommunication system  following manufacturer's instructions for house phone and console operation.
7. Maintained safe and clean reception area by complying with procedures, rules, and regulations.

Experience

5-7 Years

Level

Executive

Education

Management Info Systems

Description :

1. Responsible for  overall direction and management of all new dark fiber projects within  assigned accounts and region.
2. Defined project goals, identify  critical path, drive implementation, measure progress, track overall budget and manage every aspect of  project.
3. Communicated progress via reports/spreadsheets/power points, phone, and/or email to the customer contact to our own executive management.
4. Managed order quality for both Service Delivery and Product management team which led our team to  awarded  Super Nova award for 40 straight weeks of flawless orders.
5. Helped create and implement process to fix order process and ensure correct pricing on future orders.
6. Led a team of outside plant and inside plant project managers, and engineers on a top priority infrastructure project that was critical to implement numerous multi-million dollar projects.
7. Managed high profile social networking and data customers and implemented millions of dollars of projects across the nation.

Experience

5-7 Years

Level

Executive

Education

BS In Marketing

Description :

1. Provided dial tone for assigned large business customers, Starbucks, Safeway, City, State, Federal Governments, MCI, Sprint were some of  clients through  years.
2. Started finish on buildings, point of contact for all their business needs.
3. Interacted with engineering and repair techs to make sure  business's had there service when needed.
4. Worked many years  accounting, treasury and  residential departments all jobs were customer service jobs old school training.
5. Worked for them for 26 years - that in itself is an accomplishment.
6. Developed strong work ethic's, integrity and have loved all  jobs.
7. Worked 9 different software systems, used 7 years of accounting skills, 6 years in Treasury, general office skills, customer service skills in  professional manor.

Experience

10+ Years

Level

Senior

Education

Management Info Systems