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Candidate #231549

30-Day Notice

Brief Introduction

A dedicated professional and experienced data analyst with more than 5 years experience in gathering, analysis, and interpreting data to support various strategic functions of the business. An experienced Technical Support Representative. Tenured Project Manager with almost 9 years of experience from a telecommunications account.

Skillset

  • 10 years of relevant experience
  • Asana
  • T Accounts
  • Customer Experience
  • Point of Contact
  • Project Planning
  • Troubleshooting
  • Dashboards
  • Data Collection
  • Price Analysis
  • Process Improvement
  • Project Management
  • Reconciliations
  • Teamwork
  • DS1
  • Microsoft Office
  • Salesforce.com

Work Experience

  • Project Manager (IT-Telco)

    Oct 2023 - Nov 2024


    • Effectively manage the setting up of Wireless phone lines and act as the single point of contact between AT&T/Verizon customers and the various departments within the account
    • Supervise the installation and configuration of telecommunications equipment, network devices, and software applications required for voice and data communications
    • Maintain vendor relationships, escalate issues when necessary, and ensure compliance with service level agreements (SLAs) and contractual obligations
    • Ensure all deadlines are met and escalate issues as needed
    • Deliver technical support and troubleshooting assistance to end users facing voice and data connectivity problems
    • Diagnose network issues, do RCAs, and implement solutions to restore service functionality and reduce downtime
    • Report Generation: Prepare and present reports and findings to technical and non-technical stakeholders within the telecom company
    • Telecom Database Management: Manage telecom databases, ensuring data integrity, security, and compliance with industry standards
    • Create tickets for invoices from Sales team, to manage projects and provide resolutions
    • Reason for Leaving: better opportunity, job security

  • General Virtual Assistant

    Dec 2019 - Aug 2023


    • I help Pacific coast tech companies convert visitors into customers by telling their story through live chat and swift ticket support during off hours on the west coast, when the majority of brands receive their traffic. Profile completion - Compilation of data needed by applicants. Background check applicant's licenses on Nursys and other sites. Manage SMS and Email inbox of Recruiters, and answer questions on their behalf. Update Asana - Add/Complete sub-tasks regarding applicant profiles. Assist Recruiter with with various tasks and day-to-day checklist
    • Do weekly reports on trends of the applicants
    • Which specialties are in demand, and the most preferred facilities/location
    • Reason for Leaving: company was struggling financially, had to lay off some employees

  • Voice and Data Service Manager

    Feb 2011 - Aug 2019


    • Effectively manage the setting up of phone lines and act as the single point of contact between AT&T customers and the various departments within the account
    • Report Generation: Prepare and present reports and findings to technical and non-technical stakeholders within the telecom company. Telecom Database Management: Manage telecom databases, ensuring data integrity, security, and compliance with industry standards. Setup call meeting between AT&T Technical Consultant and Customer IT Personnel for in-depth discussion of project specifications. Network Performance Analysis: Analyze network performance metrics, including call drop rates, signal quality, and data throughput, to identify areas for improvement and create projection plans for any anticipated changes
    • Customer Behavior Analysis: Examine customer call patterns, data usage, and satisfaction metrics to improve service offerings and customer experiences
    • Data Collection: Gather and process telecom data from various sources, including network logs, call records, and equipment performance data. Negotiate the timeline and budget with the customer and provisioning with a business case scenario
    • Provides timely feedback to customer and status updates of million-dollar projects especially for high-profile clients
    • Handles and submits tickets, escalations, changes, and project expedition in order to meet customer demand
    • Schedule testing of phone lines and toll free numbers with technicians and the customer. Ensures that the project is completed within the standard interval set by the company
    • Setup Telephony Voice Routing Systems including Call allocators and Routing Terminations
    • Reason for Leaving: due to the pandemic, wanted to pursue a work from home job

  • Technical Support Representative

    Jul 2009 - Jul 2010


    • TELUS International clients have enjoyed tremendous success in the region benefitting from a growing university-educated population, competitive labor rates and stable communications infrastructure. TELUS International maintains seven sites strategically located throughout metro Manila supporting customer experience and digital IT outsourcing for some of the world's top brands. Handled troubleshooting including, but not limited to slow connection issues, browsing/sync issues and intermittent connection concerns, email issues, software issues, and internet / wireless connection setup. Reason for Leaving: career growth

Education

  • Degree: Bachelor of Science

    Major: Duration: Jun 2005 - Apr 2008