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Click here or scroll down to respond to this candidateCandidate's Name 4727 Tree Ln NESalem, Oregon Street Address
Telephone: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLECUSTOMER RELATIONS PROFESSIONALExcellent Customer Service, Network Process Analytics, Knowledge of Ethernet and Internet Circuits, Request for Network Quote (RFQ), State Network Service Contracts, Contract Compliance and Vendor Management, Network Inventory, Network Hardware, Telecommunication Billing Processes, Accounts Payable and Receiving and Invoice Reconciliation and Report DevelopmentMany years of experience working in telecommunications and Data Network services. This mostly includes customer service by assisting them to achieve a high operating status and building professional partnerships by offering superior support.CAREER TRACKObject: Customer Service RepresentativeJob1:Date: December 1, 2013 3/31/2022Location: Salem, ORCompany: State of Oregon Department of Administrative Services (DAS), State Data CenterJob: Network Asset Management, Data/Network Service Order Desk, Contract Admin, Data Network Broadband QuotesJob Description:Quote Process:Post "Requests for Network Broadband Quotes" (RFQ) to the contracted telecommunication partners requested by state of Oregon Agencies. The services are Fiber/Copper, SD-WAN and internet circuits.The quotes (RFQ) are evaluated using the contracted "Best Value Analysis" (BVA) for each bid and the awarded partners quote is provided to the agency for approval. During the quote process, there is constant communication through emails and phone calls with the partners and the agency to ensure that the customer receives bids as intended.A part of the process is to monitor existing circuits for bandwidth usage. If an agency's network services are over-utilized or if a State Data Center Network Circuit is over-subscribed, and/or the utilization is high, the process is to advise Data Center engineers in order to request a quote to upgrade the circuit.Resolve Network issues by reporting platforms, including e-mail, files transfer, multimedia, teleconferencing and the like.Contracts:I was an adviser to DAS Contract Procurement with the State's Bandwidth RFP.Achievements:As part of the governors condition to have high speed internet services throughout the state, I was able to obtain in many remote areas, Network Services that did not have it before; I worked directly with the contracted partners and non-contracted telecommunications entities to explore alternate means to provide Ethernet or Internet circuits for the agencies.Some of the remote rural locations that we have provided Network services for are Fossil, Mitchell, Rooster Rock, Condon, Juntura, Silver Lake, Santiam Pass, and others. Please use Maps to find these locations. In many of these areas, this resulted in high speed internet access to the communities.Covid-19:Management came to me and requested quotes to order emergency Ethernet circuits throughout the Metro areas. Because I have established excellent relationships with the state's partner, in most cases new circuits were installed and working within a day or two. In particular Mahonia Hall (Governors Mansion) and State Fair Grounds for the remote hospital. Also, a warehouse in Wilsonville to house FEMA medical supplies and a call center for Employment. At DPSST, for the Oregon Emergency Management Covid-19 Headquarters.Network Asset Management:Updated Network Equipment RecordsUpon request, assigned equipment to Network techniciansRequested quotes and purchase Network equipment from NASPO approved suppliersRequested RMA from equipment manufacturersTelecommunication Service Order (TSO) for Network circuits: Receive requests from agencies to install or disconnect Network circuits. Installation orders are based upon the quotes provided to the agencies. The TSO desk peruses the order to ensure that the bandwidth and prices correspond to the Network quote.The details are recorded per the request and sent to the vendor for installation.Vendor updates include Firm Order Commitments, changes of timelines, and how the order is proceeding. Vendor updates also include requirements from the agency.Project Manage and Contract Compliance:The liaison between the agency and the vendor.Insured the required service-level agreements (SLAs) during the installation are performed. There is constant communication through emails, phone calls, and conference calls with the vendor and the agency during the installation process, providing excellent customer service for the agencies and the vendors.Job 2:Date: October 18, 2004 November 30, 2013Location: Salem, ORCompany: Department of Administrative Services (DAS), State Data CenterJob: Voice Services Telecommunications Service Order (TSO) Desk, Provisioning Analyst, Contract AdminJob Description:The position requires an advanced knowledge of telephony, telephone systems such as key systems, PBX, and VoIP.Administrated to over 40,000 PBX, Key and VoIP customers, providing excellent customer service.I established, implemented, and administered the Department Administrative Services (DAS) Voice Services telephone remanufacturing contract. This saved DAS/ETS 50 to 85% of the purchase of new equipment.The contract was recognized by DAS as one of the top ten money savings plans to help save money for the State of Oregon during economic hardship. For the duration of this plan it saved the State of Oregon a minimum of $2.5 million dollars.Trainer: Taught the use of the DAS order entry OSS system.Collaborated with the DBA administrator to establish new processes to the web-based application.Use of multiple State databases such as the Mainframe (TOES), Repair and Track (RT) and the primary administrator of the DAS Order System, OSS.Analyzed agency TSO requests, confirmed requests with the agency, made recommendations if needed, and prepared for management approval.oDetermined service types,oDetermined proper provisioning of network, such single line, DIDs and T1-PRI applications.oPlace request for price quotes for the construction of new voice systems and upgrades.oPerform initial data gathering for new telephone system software and equipment upgrades and to design telephone systems for agencies.oWorked with vendors to clarify concerns and ensure proper implementation of requests.Customer AssistanceReceive from 30 to 50 daily customer contacts (email/phone call) both intra and inter agencies for all service-related questions such as to discuss business needs and telephone system requirements.Train new staff on TSO desk functions, responsibilities, equipment interoperability, and monitor daily work.Manage Voice Services Warehouse for both legacy systems and Cisco VoIP telephone systems.oMaintain inventory of repair returned legacy and VoIP phones and equipmentoOrder and track all VoIP equipment by TSO.oMaintain inventory of the Cisco telephones and ancillary equipment by using inventory control software.oProcess warranty returns (RMA) of failed Cisco products.Job 3:Location: Salem, ORDate: May 1, 1997 to November 14, 2003Company: Verizon NW / GTEJob: Billing Analyst / Customer Service/DBA AssistantProvided highly effective direction managing the State of Oregon warranty / maintenance service contracts Work closely with senior managers and associates, to develop processes and procedures critical to providing superior level of service to clients, reduce and eliminate inefficiencies, maintain a high level of compliance and quality assurance for all invoices, meeting all State of Oregon requirements.Manage daily billing activities:Coordinated all invoicing functions, such as accounts payable and receivables and raised billing accuracy from an unacceptable level to 99 percent.Served as a primary point of contact as a member of the development and implementation team during a 2-year interim OSS billing system development project.Part of the Verizon team that developed and implemented the Voice Services Flat Rate billing scheme.Researched and worked closely with a variety of Verizon billing departments to create an invoicing process acceptable to the State of Oregon.Designed and recommended reports to maintain the database integrity for billing audits and monthly maintenance.Designed new reports for audits of the databaseGeneral History 1975 - 1997April 1, 1995 April 30, 1997 GTE-SW Dallas, TX, Business Service Advisor (Large Business and Government)November 1, 1989 March 31, 1995 GTE-NW Salem, OR, State of Oregon Service Representative (Billing)March 1, 1988 October 31, 1989 GTE-NW Beaverton, OR, Telephone Service RepresentativeMarch 1, 1985 February 28, 1988 GTE-NW Coeur dAlene, ID, Telephone DispatcherMarch 1, 1975 February 28, 1985 GTE-NW Coeur d Alene, ID, Telephone OperatorLEARNING CREDENTIALSApril 1, 1987 Spokane Community College - Spokane, WashingtonArchitectural DraftingJune 1, 2007--Chemeketa Community College Salem, OregonVoIP TelephonyAdditional courses, seminars and workshops include:April 1, 2000How to Make Friends and Influence OthersDale Carnegie Seminars - Beaverton, OregonCOMPETENCIESMicrosoft Windows: 10 and 11 Office 365: Excel, Word and AccessInternet Browsing: Bing, Google Chrome, Fire Fox Email: Outlook, GMAILComputer Language: Tandems Advanced Command Language (TACL)AWARDS & RECOGNITIONReceived letters of commendation from numerous clients 1995 to 1997 BSA Position.National Excellence Team Award for the development and implementation of ISO 9001:2001, 2001#1 out of 100+ teams. |
