Experiences at Earthlink

Annette Saldana Granger is an incredible leader, coach and mentor. I strive to emulate her rigorous standards of accountability delivered with tremendous respect and regard for the people she serves. In leadership, management and education, I have found this approach to be exceptionally empowering and motivational. Recognizing the capacity for greatness in people and calling it forth with confidence and compassion is my core mission in team development, training, mentoring, and teaching. I learned this value from Annette's radiant example....

Personal networking - actually was hired by the same manager that I worked at a previous company.

Coordinates engineering design, implementation and third part installations, customer requirements, replacement, maintenance and support of field equipment.
Support of field implemented equipment, methodology and operation support systems for municipal wi-fi network.
Coordinate and manage specific and detailed tasks associated with third party providers and ensuring results meet operational and budget target objectives.
Alignment of backhaul/point-to-point radios in the 2.4GHz - 23GHz band.
Assist with the development of evaluation processes, workflows, and design options; and assist in development of stand operating procedures.
Document business needs, requirements, and issues in order to define system specifications for operational development and implementation involving other business analysts and technology staff.
Assist in the development of business cases and ROI analysis for new projects...

* Advised senior management on corporate positioning and outreach related to the Company's financial performance, strategic partnerships, product launches, public policy, and brand
* Supervised a staff and PR agencies on communications including annual report, public remarks and select internal communications for the CEO
* Worked extensively with leading business reporters, editors, industry analysts and bloggers on Internet and telecommunications issues including broadband and wireless adoption, privacy and security
* Served as a leading advocate for Company's social media policy and programs:
- developed a corporate blog and employee blogging policy
- created and authored an industry-recognized personal blog
- developed a corporate podcast series
- created an internal employee Wiki to address EarthLink's social media strategy
- worked extensively with product development and customer communications on a proposed online technical support forum
- proposed a plan to revamp the internal employee directory
* Developed crisis communications program; was lead spokesperson on key strategic announcements related to corporate restructuring and CEO Garry Betty's death and appointment of a new CEO
* Launched GenerationLink, a national community relations program launched to increase Internet adoption by bridging generational and digital divides...

Provided internal support for 150 employees comprised of supervisors and call center representatives.
Provided performance feedback, and handled escalated consumer situations in a professional and calming manner.
Monitored and managed call queues via Aspect canvasses and phone systems
Monitored all department work to insure that it met company standards of performance and adhered to budget.
Project liaison for a variety of company initiatives.
Created one of the industries first customer service / billing departments- later adopted by other companies when customer preference became known.
Created one of the industries first Acceptable Use Policy/Abuse enforcement departments.
Created the industries first online customer service communication channels.
Created and provided training for billing, internal audit, and collection.
Managed operations during four buy outs, and one merger. Brought location in line with standards of performance....

Software Production Project Manager- EarthLink, Inc.
Responsible for the management of the third party software production que, and managed the EarthLink software production que whenever necessary. Created an archive database for all of the production gold masters and third party testing gold masters which have been made since 1996. Assisted and coordinated the EarthLink 5.0 win 98 usability testing. Coordinated and ran the Mac Fast Lane Beta Test. Proofed and prepared the routing forms for the daily production meetings as well as for MIS entry. Maintained constant interaction with various reps throughout the company to update on the status of their current production jobs. Proofed all CD sleeve and disk artwork prior to press. Assisted in various conversations between EarthLink and partners regarding our software integration

4/1997- 12/1998 Media Coordinator- EarthLink, Inc.
Created and maintained the Marketing database in Microsoft Access. This database tracked all of the advertising departments efforts and the costs associated with these efforts. Additionally, I was responsible for training the staff on its use. Created a database in Microsoft Access for maintaining the referrals program. Coordinated with Accounts Payable on all departmental invoices and billing discrepancies. Coordinated marketing promotions with various Southland radio stations. Maintained the weekly statistical information on the online, print, and radio advertising efforts. Coordinated the non-profit program. Assisted our events staff on various promotions....

Developing desktop applicatoins with C# and .NET

I aided customers with their websites. This covered everything from setup and uploading files via FTP, to configuring zonefiles and makes changes to MX records to troubleshooting nationwide internet outages and resolving DNS problems.

Worked in a team of 10 technical support professionals covering 50 states
Responsible for over 5 million individual and cooperate accounts
Handled calls pertaining to Earthlink?s high speed product line including Cable modern, and ADSL technologies
Resolved issues using my problem-solving skills in accordance with the company policy
Assisted the Broadband Support Team with account maintenance and set-up
Participated in several special project dealing the planning and implementation
Educated customers with technology question and concern
Customized networks solution to fit customer?s requirement
Delivered an unmatched level of quality and assisted in network validations
-...

I have learned how to work with big industry players in ways that benefit both EarthLink as the customer and Google, Yahoo, Amazon, etc. as the service provider. We have been successful in driving innovation in the service offerings of our partners.