VERONICA M ROBIN
510 Hiwasee Rd, Waxahachie, TX 75165
Phone: (972) 617-3641
Email:
OBJECTIVE: 10+ years in the Telecom / Networking Industry, bringing to your organization enthusiasm, dedication, responsibility, and excellent work ethic with a strong desire to utilize my skills obtained through experience. 5+ years in Graphic Design, I have a strong desire to learn from my peers and continually expand my skill set in Graphic Design /Web Developing.
PROFILE: Excellent human relations skills, having dealt with a variety of customers and employees
Computer proficient with MS Office, Databases and Windows applications
Superior ability to execute a number of projects simultaneously
Proven ability to analyze, plan, manage and motivate
Solid written and oral communication skills
TECHNICAL PROFICIENCIES:
Platforms: Windows 95/98/NT/2000/XP, Mac OS, UNIX, Dos
Networking: TCP/IP, Novell, SNA, VNC, Banyan, IPX/SPX, Token Ring, SSH, Connectivity Client
Languages: Visual Basic, C+, Advance RPG/COBAL, BASIC, Dbase II & III, Assembler
Tools: McAfee/Norton Virus Protection Utilities, Lotus Notes, MS Office Pro (Word, Excel, Outlook, PowerPoint, Publisher), HTML, Front Page, Adobe Photoshop, Print Shop, Internet Explorer, Netscape, COSMACC/IMS, PeopleSoft, SQL, Oracle, Sybase, Java
SUMMARY OF QUALIFICATIONS
Graphic / Web Design
Highly accomplished and results-driven professional possessing superior support skills.
Demonstrate abilities to optimize operations that increases efficiency and company profit.
Switch Translation Engineering
Extensive experience in end to end Circuit Ordering and Provisioning
Debt Recovery from billing inaccuracies
Querying Reports using Oracle / SQL
Experience working on, and meeting, contractually obligated Service Level Agreements
Performs dispatch follow-up, billing over-sight, and escalations
Strong background in systems installation that increases communication reliability
Solid track record of consistently exceeding corporate goals through strategic planning and project execution
Maintained a close relationship with customers by ensuring that all billing queries are answered in a timely matter
Review existing traffic records and billing to determine least cost circuit routing.
Provide the necessary support to facilitate satisfied with SITA billing services
Experience with Voice & Data Circuits including Protocols ALC, X.25, PSTN, FRAME, IP, DSL
Experience with hardware including CSU, DSU, DPN, Accent Modules, NetLink and Siemens Switch
Experience with 9.6’s, 56k’s, T1’s, DS0’s, DS1’s, DS3’s circuit
Experience in RNCS, MTN-AMER & MTN-MUAR checking telnet server to see if ports are active or in-active as well as DNA’s Perform high level translations building and troubleshooting
10+ Strong Years Desktop Support / Help Desk
Call Center Environment
4 years Hospital experience / Front Office / Billing / Claims Rep
WORK EXPERIENCE:
AFIG, LLC DeSoto, TX April 2007 – Currently
PC/LAN/WAN SUPPORT / BILLING ANALYST / OFFICE MANAGER
· Designed, created & maintain company website
· Provide technical computer support to ensure that all systems are supported on a daily basis
· Responsible for the receipt and maintenance of clients’ electronic files necessary to process reinsurance policy transactions.
· Client support, departmental reporting, and the development and maintenance of procedures are integral aspects of this job.
· Conducts analysis of alternatives, recommendations and research from multiple sources
· Applies intermediate level of subject matter knowledge to solve a variety of business issues
· Exercise independent judgment within defined practices and procedures to determine appropriate action
· handle general office administrative and management duties
SITA, Irving, TX Jun 1998 – Jan 2007
PROJECT MANAGEMENT /SR BILLING ANALYST / NETWORK SUPPORT
· Research billing disputes resulting from orders (Legacy, Frame, and IP) not ceased properly in MT10/Smartbill.
· Pull customer query complaint from We Care Direct tool or from Lotus Notes
· Research order history in COSMACC, COMPASS, FILEADE, AUD, Sesame, MT10, and Information Factory
· Check for traffic in RNCS, MTN-AMER & MTN-MUAR checking telnet server to see if ports are active or in-active as well as DNA’s
· Open trouble tickets on CSD tool for orders that were not processed properly
· Interface with MTN Data Validation and Provisioning teams to delete or place a fallback on the configuration settings for connections that have been ceased in error or that should be billing
· Meet with customer to settle the billing disputes
· Querying reports using Oracle / SQL to ensure that our SLA’s met
· Review Smart Bill invoices in MS Access to ensure billing is corrected as part of the clean up audit
SENIOR NETWORK PROVISIONING ENGINEER / SENIOR SERVICE DELIVERY OFFICER (SDO)
· Validate incoming international orders for accuracy
· Process X.25, Frame Relay, International orders via OPAS (Adds, Cessations, Migrations, Modifications, CIR’s)
· Validate and process ALC Connections via Sitamatic, Host-to-Host Connections via Lotus Notes
· Assign Values and Host IDs for ALC connections for Sabre
· Research and resolve conflicts regarding circuit connections
· Create trouble tickets and submit to tools support
· Resolve connectivity issues concerning MTN and DTN orders
· Submit requests for mappings for both MTN and DTN connections
· Monitor and status Sabrenet orders that are issued on the International queue
· Provide status updates via Lotus notes and Cosmacc to Sabre, Local Sita Center, and Planning groups
· Liaison between Sita Local Centers and Sabre
· Interact with Regional Planning to resolve Mtn configuration issues (frozen nodes, nodes changes, etc)
· Update Opas database to reflect new profiles, country codes, etc
· Validate and process DSL and IP orders
· Research PVC mapping disputes via Telnet and work with appropriate groups to get mappings resolved
· Provide status updates for IP Resale Orders, Track IP Resale orders
· Provide and assign parameters for Multi-host customer such as Air India, Alaskan Airlines, Gulf Air, Oman Air
· Add Sabre Hunt Group number assignments, Track orders queued to SITA International
· Research traffic on connections before issuing cessation XNR
· Experience with Sabrenet, 9.6k, 56k, Frame Relay and T1’s circuit
· Extensive experience in Circuit ordering / provisioning Sabrenet and MTN connections
· Verify correct address information, Trouble shoots ordering errors and Review all documents for accuracy.
· End to end order tracking
GTE Irving, TX Jan 1997 - Jun 1998
NETWORK COST ANALYST
· Analyzed, audited and processed complex telecommunications invoices ensuring compliance with applicable contracts and tariffs
· Reviewed invoices for appropriateness of charges, errors or omissions and potential savings
· Reconciled vendor statements, payments, outstanding balances, credits, and disputes
· Manage accounts with telecommunications vendors - negotiating recoveries, minimizing outstanding balances and ensuring continuous, uninterrupted services
· Provided detailed supportive documentation with all claims and payments differing from billed amounts
· Established strong relationships and communications networks with involved departments, internal and external, to ensure the flow of information necessary to process and audit network invoices
· Prepared month-end accruals for unpaid invoices, unbilled services and open disputes
· Provided analysis and reporting, including explanations of monthly operational expense variances
· Followed established procedures and perform work within departmental deadlines and without direct supervision
· Suggested process improvements to maximize accuracies and efficiencies
· Recommended to management the options and actions necessary to reduce network costs without compromising service quality
· Analyzed, forecast and quantify the impact of changes in contracts, rates and regulatory environment
MCI Richardson, TX Dec 1996 - Dec 1997
NETWORK SWITCH ENGINEER
· Participated in the planning, conduct the installation, testing and activation of new or relocated switch and support equipment to meet customer requirements
· Organized and plan work activities for network additions and changes to minimize customer outages
· Assisted System Performance Engineer in evaluating system optimization
· Monitored and maintain system logs as required for performance evaluation and reports
· Responded to system alarms as required to maintain system-switching operation
· Developed and maintain contacts with connecting switching system translations and maintenance forces
· Provided support to Network Operations Center (NOC) and field forces in evaluating and resolving issues
· Coordinated installation, testing, translations, and troubleshooting of transmission facilities (DS3, DS1, DSO) circuits with various PSTN carriers; troubleshooting, upgrading, and administering multiple vendor systems; maintaining system applications; ensuring quality customer service; updating daily.
· Monitored and perform updates to Least Cost Routing dialing patterns
· Troubleshoot local and / or roaming customers' call processing issues
· Communicated regularly with Switch Manager in region to prioritize work projects
· Responded to afterhours emergency calls as well as afterhours scheduled maintenance that are related to the switch
EDUCATION: 1987-1989 Southern Technical College
Major: Computer Programming
Degree: Associates
KEYWORDS: Professional, Leadership, Self-motivated, Initiative, Organization, Team Player, Result-Driven,
Customer Service, Flexibility, Motivated, Enthusiastic, Problem Solver
REFERENCES AVAILABLE UPON REQUEST