Summary
Overview
Work History
Education
Skills
Accomplishments
Volunteer Experience
Phone
Affiliations
Languages
Timeline
Generic

Betty R. Owen

El Paso,USA

Summary

Versatile professional with in-depth experience at AT&T, specializing in project management and technical documentation

Overview

27
27
years of professional experience

Work History

Client Technical Support Consult

ADP
El Paso, TX
09.2024 - Current
  • Developed expertise in processing court documents
  • Expanded into working directly with agencies to resolve court issues as T2
  • Work on designing and implementing the allocation tools with 365 to help with our allocation
  • Created and designed the agency directory in share point
  • Always interact with the team to help meet goals and workload issues.
  • Developing skills with 365

Product Specialist Operations (ANT Team)

ADP
El Paso, TX
07.2021 - 09.2024
  • Process and identify exception documents
  • Work with Agency relations to resolve issues
  • Calling agency when need to identify trends
  • Attend AOC meetings.
  • Coordinated a project assigned by MK for letter issues where the letters failed to make due to an implementation failure. Did the letter client up
  • Assisted and help drive the Kaizen experience

Garnishment Services SC
El Paso, TX
11.2008 - 07.2021
  • Started as a representative in Solution Center duties were taking calls and resolving issues for agencies and employees with garnishments and child support of payroll services. This requires legal knowledge of court and federal documents from all fifty states of the United States and its territories.
  • Promoted to Tier 2 duties included handling escalations for agencies and employees.

Cellular Supervisor Technical Support/Sprint

ACS/Sprint
El Paso, TX
05.2007 - 09.2008
  • Supervised team of 17 Technical Service Support Representatives.
  • Maintained high scores in issue resolution and quality of calls.
  • Responsible for grading quality calls on my technicians, also conducted daily, weekly and monthly reviews.

Technical Customer Service

Circuit City
El Paso and Humble, TX
05.2004 - 03.2007
  • Retail sales in computers and customer support
  • Strong background in Microsoft products
  • Also was appointed to a special team for New Orleans re-opening of Circuit City’s stores for Reconstruction Due to Katrina Hurricane

Executive Sales

Sprint
Kingwood, TX
05.2002 - 10.2003
  • Achieved selling goals on 15 of the yellow page directories
  • Top five nationwide in company for increase to advertiser sales

Technical Asst

El Paso Global Networks
Houston, TX
06.2001 - 11.2001
  • El Paso Energy formed a new company, El Paso Global, as their communications company.
  • As a new startup company, they assisted in the turn-up of the central office.
  • Duties included interviewing technicians.
  • Tested with 4554 Cerent equipment and assisted in turn up of Cisco routers.
  • Coordinated the duties and assignments of the technicians for the central office and field for installations and repairs of T-1 and T-3 circuits.
  • Wrote Emergency disaster plans for restoration of central office.
  • Also wrote guidelines for Sheltering in Place.

Technical Supervisor

ICG Communications
Houston, TX
09.1999 - 02.2001
  • Served as aid to director of operations as a control point.
  • Duties included tracking new orders and coordinated testing of T-1 and T-3 (high capacity) circuits.
  • Managed crisis network outages and coordinated to resolve quickly.

National Service Operations Manager for FAA FEMA and HHS-Government Services

American Telephone & Telegraph (AT&T)
Houston, TX
01.1998 - 12.1998
  • Responsible to FEMA in managing the installation of emergency lines in disaster areas.
  • Expedited priority one service lines to Puerto Rico for hurricane disaster.
  • Resolved new installation issues with 4-wire phones used in FEMA state locations; identified improper use of double bridging.

Cellular Lab Trainer

ACS/Sprint
El Paso, TX
  • I started as a representative at a call center for cellular wireless services: duties were to handle incoming calls to resolve billing issues, complaints and selling to the customers.
  • Held excellent call handling time and high sales always with in top five percent.
  • Moved to training in lab.

National Service Operations Manager for FAA

American Telephone & Telegraph (AT&T)
Houston, TX
  • Accountable to four-air traffic control centers in two regions covering nine western states.
  • Responsibilities included network performance for data and air-to-ground service.
  • Also served as a member of the FAA team responsible for the performance of air safety.
  • Analyze outage reports; identify and resolve chronic problems.
  • Attended monthly meetings at all four centers to review FAA outages.
  • Crisis managed dangerous situations that arose from cable cuts and network failures.
  • Member of site inspection team created by FAA that physically inspected each site and scrutinized every BUEC and RCAG (their radio systems).

Test-Room Manager

American Telephone & Telegraph (AT&T)
Houston, TX
  • Responsible for Houston S.A.R.T.S. (testing instrument) maintenance private line test room and thirty-two technicians.
  • Managed repair - call center.
  • Managed labor relations by working with union representatives.
  • Responsible for NASA space shots.
  • Managed test-room after company strike and hurricane for disaster recovery.
  • NASA test-room representative for all space shots.
  • Also coordinated communications for space shots and resolved crisis during flights.
  • Held Secret Security Clearance.

Education

senior - Geology Science

UTEP
04.2025

Associate degrees - Science, Arts

El Paso Community College
01.2012

Quality classes -

Sales training -

Management classes -

Labor Relations classes -

Networking -

Transmission theory -

Computer & PC classes -

Microsoft software classes -

UNIX classes -

5ESS -

Skills

  • Geospatial analysis
  • Data visualization
  • Field sampling techniques
  • Environmental assessment
  • Project management
  • Technical documentation
  • Computer skills
  • SharePoint 365 expertise

Accomplishments

  • 3 awards from FAA for outstanding service
  • Eagle award AT&T
  • Wit Award from FTS Service Management
  • Award for coordinating writing Conference
  • Several awards for NASA Service and Network Service
  • Sprint Sales award for Top Five in upgrade of existing client
  • EPCC President’s Deans List 2007

Volunteer Experience

  • President of Porter Water Supply Corporation
  • Treasurer of Porter Water Supply Corporation
  • Member of various writing groups in Houston area
  • President of El Paso Genealogical Society
  • Master Gardner with El Paso County Extension Service (A&M)
  • Parliamentarian Skills
  • El Paso Native Plant Society
  • Women in Technology International - member

Phone

cell, 915-787-9822

Affiliations

  • Master gardener
  • creating and crafts

Languages

Spanish
Limited

Timeline

Client Technical Support Consult

ADP
09.2024 - Current

Product Specialist Operations (ANT Team)

ADP
07.2021 - 09.2024

Garnishment Services SC
11.2008 - 07.2021

Cellular Supervisor Technical Support/Sprint

ACS/Sprint
05.2007 - 09.2008

Technical Customer Service

Circuit City
05.2004 - 03.2007

Executive Sales

Sprint
05.2002 - 10.2003

Technical Asst

El Paso Global Networks
06.2001 - 11.2001

Technical Supervisor

ICG Communications
09.1999 - 02.2001

National Service Operations Manager for FAA FEMA and HHS-Government Services

American Telephone & Telegraph (AT&T)
01.1998 - 12.1998

Cellular Lab Trainer

ACS/Sprint

National Service Operations Manager for FAA

American Telephone & Telegraph (AT&T)

Test-Room Manager

American Telephone & Telegraph (AT&T)

senior - Geology Science

UTEP

Associate degrees - Science, Arts

El Paso Community College

Quality classes -

Sales training -

Management classes -

Labor Relations classes -

Networking -

Transmission theory -

Computer & PC classes -

Microsoft software classes -

UNIX classes -

5ESS -

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Betty R. Owen