Experiences at Sprint

pushing for the job and having sales experience, willingness to learn.

management of small business partners in Dallas and Atlanta (indirect/alternate channels sales)

Responsible for: tracking and coordinating all phases of private line and switched services; resolving all problems that occur during the ordering process; ensuring that all milestone events are properly documented.

Primary point-of-contact for all tracking, scheduling and coordination functions associated with the provisioning and installation of switched access, dedicated access and private line facilities. Negotiating with Local Exchange Companies and other carriers to achieve expected order intervals. Resolve problems that arise during the order and installation process. Document and distribute of all information associated with facility installation and maintenance. Verify integrity of all coordination tracking records and network databases. Compile and maintain statistical performance and administrative reports to upper management....

Network Administrator for a Novell multiple server Local Area Network (LAN). Responsible for: installing, configuring and maintaining all hardware and software for a fifty (50) PC network; providing user support for all network and PC based applications. Develop and produce administrative reports for users and management; coordinate and perform electronic data transfers....

Communications technician in a long distance telephone central office. Responsible for: routine and on-demand maintenance, repair and upgrades on the Northern Telecom DMS-250 digital switching system and all associated peripheral equipment and subsystems. Perform preventative maintenance inspections, document and trend results. Monitor HVAC and UPS systems to ensure proper operation. Ensure physical security of the facility. Work with various vendors and telephone companies during test and acceptance, monitoring, troubleshooting and repair of communication lines ranging from DS0, DS1, DS3 to Optical systems and all services supported by these lines....

Customer Premise Equipment (CPE) technician / technical coordinator supporting a large customer base within a major metropolitan area. Coordinate the efforts of up to 13 technicians across a three-state area with daily workload. Install, configure, and maintain all equipment provided to our customers for telecommunications services. Troubleshoot communication problems at customer location's and within network to restore service. Provide technical support to field technicians while at customer location's; maintain stock and inventory of spare and maintenance equipment. Ensure all customers are provided the highest quality customer service and support available....

Responsible for program management of government accounts, meeting customer's expectations, and ensuring revenue and profitability goals meet or exceed expectations. Develop and manage a multi-functional life cycle implementation team whose key responsibilities include: proposal writing; service implementation and management; billing of services and accounts receivables mgmt; compliance with agency contract(s); managing change activity that impacts operations. Ensure customer satisfaction through the interpretation and translation of expectations and contractual commitments. Identify program requirements, develop project plan, determine functionality with respect to products and services, prepare conversion plans, and identify coordination, selection and prioritization processes to meet changing needs. Perform risk analysis to ensure customer is minimally impacted. Conduct and support internal and external program review and initiate corrective actions when necessary to ensure smooth program operation. Maintain customer satisfaction, program continuity, and account and program profitability. Prepare and present customer presentations, and conduct scheduled implementation status meetings. Act as liaison between development and functional organizations to manage development challenges. Manage program goal achievements with all functional organizations providing internal support to develop internal infrastructure. Grow customer revenue through sales and migration of additional services....

Serve as customer liaison and advocate. Work with the customer to resolve any issue that customer feels is a service provider responsibility or help them identify responsible entity. Proactively monitor customer trouble tickets and accept escalations directly from the customer when the customer feels things are not going well. Intervene into the trouble or implementation process, as necessary, and escalate to the appropriate agency to ensure the issue is resolved to the customer satisfaction. Compile monthly maintenance reviews for customers by compiling trouble tickets, creating statistical charts and graphs to indicate facility usage and availability. Conduct formal maintenance presentations directly to customer, their designated representatives and management teams. Acquire knowledge of Core Products in relation to customer requirements to ensure and maintain customer satisfaction and grow customer revenue through migration of additional services....

Supervise a team of 18 Network Operations technicians across a 7x16 work group schedule to ensure efficient and effective restoration telecommunications facilities consistent with customer expectations. Maintain customer relations with both internal work groups and external revenue generating customers by accepting complaints and escalations concerning trouble resolution process and providing personalized, individual attention to specific customer needs. Manage and maintain compliance of internal processes and procedures by developing and deploying performance-based standards to the workgroup. Collect and analyze statistics on each employee's performance, productivity and quality of service provided. Based on collected statistics and personal observation evaluate, document and conduct formal review of employees contribution to team goals and objectives, individual performance and productivity. Train, counsel and mentor the employees to ensure knowledge, experience and skill level to constantly maintain and increase the maximum effectiveness of the work force....