Windstream Communications Jun 2011 - Dec 2012
Project Coordinator
Centurylink Jun 2011 - Dec 2012
Customer Care Manager
Verizon Nov 2006 - Nov 2010
Dsl Services Technician
Verizon Mar 2003 - Nov 2006
Federal Systems Billing and Collections Representative
Verizon Sep 1999 - Mar 2003
Consultant
Education:
University of Phoenix 2004 - 2006
Master of Business Administration, Masters, Business Administration, Business
Norfolk State University 1993 - 1998
Bachelors, Psychology, Sociology
Skills:
Telecommunications Management Voip Managed Services Project Management Vendor Management Leadership Call Centers Cross Functional Team Leadership Process Improvement Customer Satisfaction Account Management Mpls Wireless Team Leadership Program Management Customer Service Peoplesoft Data Center Software Documentation Networking Visio Troubleshooting Integration Call Center Business Analysis Crm Pmp Project Planning Disaster Recovery Multiprotocol Label Switching Voice Over Ip Service Delivery Change Management Itil Sdlc Business Process Improvement
VERIZON COMMUNICATIONS, INC Baltimore, MD Nov 2006 to Nov 2010 DSL Services TechnicianVERIZON COMMUNICATIONS, INC Washington, DC Sep 1999 to Nov 2006 Federal Systems Billing/Collections RepresentativeBank of America Norfolk, VA 1998 to 1999 Collections Account Manager
Education:
University of Phoenix 2006 Master of Business AdministrationNorfolk State University Norfolk, VA 1998 Bachelor of Science in Psychology/Sociology
Skills:
Network Installation and Administration * Desktop Hardware and Software Solutions * System Security Configuration * Technology Needs Analysis * Technical Support and Troubleshooting * Quality Assurance and Regulatory Compliance * Process and Productivity Improvement * Rapid Conflict Resolution * Leadership and End-user Training * Customer Service and Relations
Sherwood Forest Elementary School Norfolk VA 1980-1984, Saint Helena Elementary School Norfolk VA 1984-1986, Norview Middle School Norfolk VA 1986-1989