Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Anna M. Wheeler

Cedartown,GA

Summary

Over 25 years’ experience in Telecommunications, Administrative tasks, and Management. A driven, customer focused professional with a strong background in wireless Telecommunications sales, Management, Networks, Project Management and Process Analysis in the development and implementation of assignments and goal achievement through cost effective planning. Expertly skilled in coordinating diverse teams and projects using strong problem-solving skills and strength in leadership under significant pressure.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Police Officer

City of Rockmart
04.2023 - Current
  • Participated in ongoing training opportunities to stay current on best practices, maintaining a high level of expertise within the field of law enforcement.
  • Displayed sound judgment under pressure when making critical decisions that impact public safety during emergency situations.
  • Utilized excellent communication skills when interacting with diverse populations, fostering trust between law enforcement and the community members they serve.
  • Answered emergency calls for help from citizens and business owners.
  • Patrolled assigned areas to check homes, businesses, and public roads for signs of disturbance.
  • Enhanced public safety by conducting routine patrols and responding to emergency calls promptly.
  • Handled domestic disputes tactfully, de-escalating tensions while providing appropriate support to affected individuals.
  • Officer of the Year-2024


Manager OSP Planning & Engineering Design

AT&T
01.2014 - Current
  • Manage/perform the detail & design plan for all required feeder facility relief for 15 wire centers in GA (NW and South GA) including the Central office
  • Responsible for partnering with other groups to develop action plans to reduce operating expense through facility replacement, modernization, bulk recovery, records correction and minimizing ROW expenditures
  • Worked independently on major undertakings and/or routine activities to ensure costs are within authorized levels

Area Manager Network Customer Service Centers

AT&T
01.2012 - 01.2014
  • Manage up to 60 technicians in a high-volume call center
  • Designed and implemented training for new personnel in all technical and operational procedures
  • Responsible for all aspects of organizational development and direction, including long-range planning, strategy, and policy
  • Utilized cross training, recognition, performance reviews, education and careful hiring procedures to develop excellence at all levels
  • Developed process for ATT Mobility on how Field Technicians and Field Manager create, track and close work orders for all of Mobility’s 65,000+ cell sites with vendors
  • Co-developer of database and ticketing system use to create, track and close work orders
  • MNDC Greenbelt representative for Environmental Alarm Routing and DAS Six Sigma projects
  • Implemented vendor engagement process nationally ahead of schedule
  • Facilitated training for all 1100+ Field Technicians, Level 1/Level 2 managers and Directors on the vendor engagement process
  • POC support and enhanced support 24x7 for customer base
  • Expanded team to 24-hour support of customers

Sr. Network Process & Quality Manager

AT&T
01.2011 - 01.2012
  • BCP Coordinator
  • Manager day to day projects
  • Staff support for all of C&E Organizations

Sr. Tech Support Analysis Network

AT&T
01.2009 - 01.2011
  • Staff support for all C&E Organizations
  • Develop plans and establish best practices to improve field metrics on dashboards
  • Establish requirements for Metrics and Reporting Website
  • Prepare documents and PowerPoint presentations for AVP’s
  • Quality Assurance on CTS Tickets completed by Field Ops
  • NDC Project Management

NSS Business Manager

AT&T
01.2008 - 01.2009
  • Supervised a staff of up to 20 engineers in a 24x7 environment
  • Designed/Authored Interface Agreements for Escalation & Dispatch
  • Responsible for major and complex assignments with long term business implications for Enterprise customers generating $2.7 billion in revenue
  • Assumed support of Federal Security Agencies such as Homeland Security, FBI, and the White House

Team Manager

AT&T
01.2006 - 01.2008
  • Supervised a staff of 15 in a 24x7 call center
  • Handled database, billing, sales, technical and billing issues for various medical, government agencies

Office of the President Leader Intern

AT&T
01.2002 - 01.2006
  • Resolved displeased customer complaints on service, equipment, and network problems for the CEO
  • Leveraged proficient knowledge of various cellular telephony principles
  • Executed all Team Lead projects
  • Held conf calls with Sr. Leadership

Customer Service Representative

AT&T
01.1999 - 01.2002
  • Handled calls for customers regarding billing, equipment, service and technical issues
  • Correspondence Team-handled all new hire training

Education

Computer Science, Genetics

Floyd College
01.1999

Cisco CCNA Course 640-802

Success Technology Group, LLC
Atlanta, GA
01.2009

Skills

  • Report writing
  • Integrity and honesty
  • Conflict de-escalation
  • Relationship building and management

Certification

2012 Six Sigma Green Belt Certification, AT&T

Timeline

Police Officer

City of Rockmart
04.2023 - Current

Manager OSP Planning & Engineering Design

AT&T
01.2014 - Current

Area Manager Network Customer Service Centers

AT&T
01.2012 - 01.2014

Sr. Network Process & Quality Manager

AT&T
01.2011 - 01.2012

Sr. Tech Support Analysis Network

AT&T
01.2009 - 01.2011

NSS Business Manager

AT&T
01.2008 - 01.2009

Team Manager

AT&T
01.2006 - 01.2008

Office of the President Leader Intern

AT&T
01.2002 - 01.2006

Customer Service Representative

AT&T
01.1999 - 01.2002

Cisco CCNA Course 640-802

Success Technology Group, LLC

Computer Science, Genetics

Floyd College

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