Summary
Overview
Work History
Education
Skills
Certification
Phonenumbers
Recognition
Timeline
Generic
Carol Williams

Carol Williams

Covington,GA

Summary

Telecommunications professional with progressive and diversified skills in marketing, finance, and information technology. Proven record for providing customer service with responsibilities for managing multiple projects: converting business requirements to system requirements, research and system analysis, architectural design and testing. Highly productive achiever, strong leadership skills and proven ability to implement organizational strategic initiatives.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Lead System Engineer

IBM
01.2019 - Current
  • Manage the implementation of multiple projects to build automation from Sales to Ordering and Delivery of the AT&T Dedicated Internet Service, AT&T Switched Ethernet on Demand, AT&T Virtual Private Network and Business Voice over Internet Protocol product and services by utilizing Lean Agile methodology
  • Collaborate with AT&T clients to review business requirements and develop scalable system solutions and system requirements
  • Collaborate with Production Support team to perform root cause analysis and provide solutions that improve the end users experience and contributes to customer satisfaction by reducing cycle time in the workflow and improve end-users experience with the Order Management Express (OMX) and End-to-End Flowthrough Management System (EFMS)
  • Subject matter expert for provisioning Telephone Number Porting from reservation to activation
  • Develop Use Case that will improve the performance of the Ordering and Deliver systems on the HALO platform and review with AT&T management to obtain funding for the enhancements.

Professional System Engineer

AT&T
01.2008 - 01.2019
  • Managed the implementation of enhancements to the Order Management Express (OMX) platform, using Agile and Lean Agile methodology
  • Add microservices and APIs to increase automation in Telephone Number Reservation, Billing Conflict, Industry Notification and Number Porting process for Enterprise customer orders
  • Responsibilities included working with cross functional system teams and business partners to implement processes that aligns with the AT&T’s strategic effort to increase efficiency in the ordering, provisioning and billing process
  • Collaborate with interfacing systems and external vendors to meet development and testing milestone objectives and reduce/avoid defects in the deliverables
  • Establish alliances between Information Technology (IT) organization and client groups to streamline existing processes and identify opportunities to increase efficiencies and reduce processing cost
  • Conduct site visits to the Operation centers to discuss pain points in the ordering and provisioning workflow and developed solutions that increased efficiency, reduce provisioning cycle time, increased customer satisfaction and improve the user experience.

Production support Manager/System Engineer

01.2000 - 01.2008
  • Lead a team of 6 employees and contractors who provided system support to 10,000+ domestic and international application users of the service deliverable systems - End-to-End Flow-through Management System (EFMS)
  • Developed and presented monthly metrics readout to senior leadership on defect classification and provided solutions on how to reduce and/or eliminate the occurrences.

Education

MBA - Masters of Business Administration

University Of Phoenix

BS/A - Business Administration

University Of Phoenix

Skills

  • Inventor of Patent 101900002200 AT&T Docket No: 2018-0111 for Telephone Number Platform
  • Proficient Excel
  • SQL Query
  • ghit hub Copilot

Certification

  • IBM Generative AI Foundations
  • IBM watsonx Essentials
  • Telecommunications Insights and Solutions (Silver)
  • Python for Data Science
  • Enterprise Design Thinking Practitioner
  • Data Science Foundations - Level 1
  • MC- Citizen Developer Application Creator
  • MC- Introduction to App Engine Studio
  • Microsoft Certified: Azure Fundamentals
  • Project Management Certification
  • Safe Agile 4.6
  • DevOps Boot Camp
  • TD Platform
  • Agile Bronze
  • Big Data Bronze
  • Security First Bronze and Silver
  • Leading with Distinction
  • Six Sigma White Belt
  • Big Data

Phonenumbers

(678) 342-2849, (706) 476-3853

Recognition

  • Service Excellence Award (2008)
  • Hall of Excellence and Consumer Communication Services (1999)
  • Critic Choices (1996)
  • True Spirit, P2R (1994)
  • You Matter Recognition (2017 & 2018)

Timeline

Lead System Engineer

IBM
01.2019 - Current

Professional System Engineer

AT&T
01.2008 - 01.2019

Production support Manager/System Engineer

01.2000 - 01.2008

MBA - Masters of Business Administration

University Of Phoenix

BS/A - Business Administration

University Of Phoenix

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Carol Williams