Adept at problem-solving, crisis management, and negotiating, using a well-rounded IT background of infrastructure management (networks, systems, web-hosting) and software management. Improved company processes within the last two years in the current Escalation’s position by assessing and deducing where the process breaks down. Company evaluations rated at “above expectations.”
CSG ● OSI ● SalesForce ● KANA ● ICOMS ● Escalations ● Windows Server ● QuickBooks Pro ● Strategic Planning ● Websites: Design & Hosting ● Search Engine Optimization ● Pay Per Click Campaigns ● DNS/FTP ● E-commerce ● Marketing Campaign and Development ● HTML ● Time Management ● Newsletters, Blogs/Forums ● Coaching ● A/R ● A/P ● Firing/Hiring ● Inventory ● Contracts and Negotiations ● Distribution ● Operating Systems: LANs & WANs ● Data Entry ● Payroll ● People Skills ● Personnel ● Problem Resolution ● Revenue Generation ● Quality Control ● Reporting ● Research ● Safety ● Spreadsheets ● Technical Support ● Desktop Troubleshooting ● Microsoft Office Suite
Selected Professional Experience
CS Security Solutions, Inc.
June 2015 to Current
:: Keep the progress of the project team, which can include computer programmers, electricians, system designers and engineers on schedule. Throughout each of the projects, monitor segment costs and schedules while maintaining security in system development and installation.
:: Facilitate efficient communication across all levels of each project to ensure consistency in reaching the project’s goal, and to help in the recognition of any potential organization opportunities, risks or complications.
Time Warner Cable
Apr 2014 to Oct 2015
Senior Sales Support Specialist, National Agent Channel
:: Work on the National Sales Support desk for the Agent Channel, providing quality control checking of contracts and service orders, creating orders for those services, flowing existing opportunities to our engineers and/or construction prior to installation at the customer’s location(s); including Engineering pages, network diagrams, and more.
:: Provide customer service for work order for accuracy, completeness and correct information for order entry of requests into company software for proper flow-through using Kana, CSG/ACSR, SalesForce and more to coordinate with the various TWC teams for order flow and customer work completion; to include daily follow-up, queue management cases, email, and error processing.
:: Direct communication through Customer Service, Sales Coordinators, Order Entry Coordinators, PAC, Supervisors, Directors, Regional Channel Managers, Agents, and Sub-agents to complete order requests and manage rejections to complete these orders in a timely manner.
:: Maintain absolute confidentiality of all customer records, transactions and communications related to their account or activities performed by the company in the normal course of supporting and servicing their account. Follow proper company disposal procedures for any and all paperwork printed, if necessary.
Business Consultant, Web Design & Hosting
Nov 2000 to Apr 2014
:: Maintain a commercial web server to host websites; 99.9% uptime for over 10 years on the server. Resolve existing problems with network, desktop, printing, and software issues, including Internet access issues and application interface issues.
:: Conduct first- level analysis, escalating unresolved problems to second and third-level technology personnel and/or vendors, document resolutions and/or network changes for future reference.
:: Research and procure equipment and negotiate contracts for advertising campaigns, clients, and more.
:: Design and maintain websites and brochures and other media.
:: Conduct product demonstrations for potential customers, partners and investors; to include all aspects of e-commerce: shopping carts, search engine optimization (SEO), forums, blogs, and content management systems (CMS).
:: Work with external marketing design firms and graphics designers to develop products that are both aesthetically pleasing and meet the performance requirements of the Internet.
:: Work with desktop support staff and vendors to replace and/or upgrade systems, modifying configurations or software applications, and revising end-user procedures. Created a system to tag, track and manage all physical desktop assets. Report and troubleshoot failures and issues within the network and/or software applications.
Time Warner Cable
Apr 2013 to Apr 2014
Hospitality / Fiber Complex Order Management Coordinator
:: Participated in team and/or company meetings to improve relationships and company work flow systems; to include order processing goals on a daily and monthly basis.
:: Directed communication through Customer Service, Sales Coordinators, Order Entry Coordinators, PAC, Account Managers, Account Executives, and Customers to complete order requests and manage rejections to complete these orders in a timely manner.
Time Warner Cable
May 2011 to Apr 2013
MAC-D Order Management Coordinator
:: Provided operational support for existing customers for moves, adds, changes, and disconnects to business class client accounts for telephony, high-speed data, and video services for standard Business Class, Fiber, and Hospitality customers.
:: Provided training to the team of Retention and Account Manager representatives who took over the requests the MAC-D team had handled; dissolved in a corporate restructuring.
:: Provided coaching and support for when others may need some assistance processing the former MAC-D requests: service transfers, complex orders, Telephone Number Swaps, and more.
Rio Hondo College Bookstore
Jan 2008 to Apr 2011
Text Floor Clerk
:: Provided personal assistance to college professors, staff, and college students in finding appropriate supplies and/or information.
:: Setup and tear-down of additional computer workstations, printers, point-of-sale components, and other networking equipment – including technical support on existing workstations.
:: Assisted management in textbook receiving and returns processing, as well as school course adoptions and data entry.
:: Handled all aspects of cashiering, including textbook buybacks from students; cash transactions.
:: Worked as a Textbook Manager II for this company in the past, stayed on part-time to assist through their seasonal Rush segments on a part-time basis. Assisted in textbook ordering and course materials maintenance.
:: Expand existing relationships/partnerships through utilizing a consultative sales approach that ensures client’s objectives are met.
:: Recovered over $200,000 in monthly recurring income by identifying major issues and correcting them via proper management channels.
:: Decreased Failed Installs by 10% through the implementation of various process improvements and strategies.
:: Member of the National Association of Professional Women (NAPW)
- Keller Graduate School Pomona, CA | Master of Science: Project Management (In Process, expected graduation February 2017 )
- Keller Graduate School Pomona, CA | Master of Science: Business Administration (GPA: 3.45/ 4.0 )
- DeVry University Pomona, CA | Telecommunications Management (GPA: 3.72 / 4.0)