Christopher C. Hagensick
Marion
Summary
Experienced business professional with experience working in call center, engineering, and Information Technology office settings. Highly self-motivated and adept at multitasking while establishing effective priorities and executing strategic plans to meet deadlines. Engage with clients, vendors, and colleagues to foster new business opportunities and enhance existing processes, procedures, and cost savings.
Overview
28
28
years of professional experience
Work History
Telecom Carrier Management Analyst
Fiberutilities Group
Cedar Rapids
01.2019 - Current
- Responsible for managing the entire telecommunications lifecycle for the organization and its clients, ensuring operational efficiency, compliance, cost control, and superior client service.
- This role serves as a key liaison between clients, vendors, internal teams and stakeholders, handling everything from order processing and inventory management to contract negotiation, billing analysis and project coordination.
- Collaborate with the client to understand evolving business requirements and strategic objectives for the future.
- Implement and manage telecom and IT projects from initiation through completion, partnering with multiple departments and external parties.
- Collaborate closely with carriers to identify solutions and obtain quotes that align with the project's requirements established by the client.
- Manage clients’ telecommunication contracts including negotiating improved pricing during contract renewals, bundled pricing and other opportunities.
- Identify potential cost-saving opportunities within the client’s existing network, including outdated technology and inventory that is no longer under contract or utilized.
- Proactively manage all aspects of the services provided to clients by telecommunication carriers, including managing contracts, projects, orders, and inventory.
- Monitor the provisioning orders and project manage timelines with vendors to ensure accurate solutions and prompt delivery.
- Monitor changes in industry technologies, regulatory framework, and contract standards to ensure ongoing alignment with best practices and evolving client needs.
- Analyze the client's telecommunication inventory to verify its accuracy and identify missing information that may affect business requirements.
- Collaborate with vendors as well as internal teams including engineering, project management, billing and field technicians to provide exceptional communication and customer service to clients.
Analyst II – Access Implementation
Windstream
Hiawatha
01.2016 - 01.2019
- Reduce network cost expenditures via data research, project planning, and project management.
- Successful order completion is measured through production, timeliness, quality, completion, and customer focus standards for the department.
- Forecast savings associated to savings projects and migration plans.
- Submitting savings initiatives and migration strategies to implementation teams.
- Review billing data and network architecture to ensure that migration plan can be implemented.
- Utilize external tools to understand current scope of projects and to initiate savings efforts.
- Assist Access Design and Engineering groups to assist in project managing groom efforts.
- Work in multiple provisioning systems (ASAP, MSS, etc) and be responsible for ordering and provisioning with ILECs, CLECs, and internal departments.
- Ensuring order/circuit notes and reference data will be maintained accurately and timely.
- Responsible for processing all associated order paperwork through established record-keeping processes, which may include filing, scanning, and archiving.
- Ensure that upstream groups have provided accurate and thorough instructions while following the required approval process.
- Ensure that downstream groups process orders timely and in accordance with requested due dates of order initiator.
- Deliver prompt updates to the order initiator and management concerning any delays and escalations related to orders.
- Collaborate with third party vendors for resolution of provisioning questions/issues.
- Assist in maintenance of applicable databases.
- Back up to Circuit Restoral Team.
Specialist II - Provisioner
Windstream
01.2013 - 01.2016
- Accountable for comprehending, initiating, and overseeing the necessary forms and communications with multiple telecommunication carriers regarding ILEC/CLEC T1, Ethernet, and T1 to OCn complex facility requests.
- Prepare and submit Access and/or Local service requests (ASR/LSR/SI) to carriers and ILECs for the ordering of loop, transport, cross-connect, Ethernet NNI and/or DS3 and above services.
- Monitor work-in-progress, in all pertinent databases for timely performance of procedures and activities related to delivery of service within established intervals both internal and external.
- Communicate with carriers for critical dates and other relevant information pertinent to installation including status and upcoming milestones and expected time/date for next update.
- Initiate appropriate levels of escalation, both internally and externally, on orders in jeopardy of missing due dates.
- Maintain internal databases with current information regarding status and progress of in-flight orders. This includes but is not limited to dates, order numbers, circuit ID's, FOC documentation, etc.
- Support and/or participate in the organization's continuous process improvement/enhancement efforts.
- Responsible for providing accurate feedback to Service Delivery Management and/or Second Level Support regarding process improvement and proposed changes to internal procedures.
- Special projects as assigned and as business needs require.
Engineering Network Provisioner
U.S. Cellular
Cedar Rapids
01.2007 - 01.2013
- Responsible for working with the Network Planner to establish a reliable network with Local Exchange Carriers (LECs) to cell sites, hubs, and switches.
- Enter Access Service Request information in multiple local exchange electronic bonding systems for ordering standard telephony circuits.
- Retrieve Firm Order Commitments and Circuit Design Layout Records from the Local Exchange Carrier and is responsible for the provisioning and maintaining of all ordered circuits within the U.S. Cellular eSite Circuit Database.
- Work with Telco’s to ensure the correct facilities are ordered and able to meet due dates.
- Escalate orders that are at risk of not meeting Firm Order Commitment Dates.
- Developed network circuit database to ease conversion for eSite tracking tool.
- Provision all leased and Microwave circuits within the eSite Circuit Database.
- Ensure database integrity within eSite Circuit Database at all times.
- Issue Move, Add, Change, Disconnect “MACD” orders as required to properly size and optimize the network.
- Assist Network Planners with special projects, RFPs and Master Agreements as necessary.
- Obtain quotes from Local Exchange Carriers for pending circuit orders.
- Enter Access Service Request information in Local Exchange Carriers EBS.
- Order Services for POTS, DS1, DS3, SONET, Frame, E911, SS7 and IP Ethernet.
- Review Firm Order Commitments and Designed Circuit Layout Records for accuracy.
- Participate in Operations and Engineering Project Management calls.
- Partner with Network Planners when trouble shooting network designs is needed.
Corporate Database Coordinator
U.S. Cellular
Marion
01.2001 - 01.2007
- Responsible for the design, construction, implementation, and maintenance of U.S. Cellular databases across all six customer care centers.
- Aided in creation of the Performance Tracking Platform which I now support in all U.S. Cellular call centers and is now a vital tool for associate development and performance management.
- Responsible for creating policies, processes, and procedures in the Performance Tracking Platform, promoting consistency and ease of use with the application in all centers.
- Partnered with Human Resources and Training for incorporating information vital to the organization, providing the most up to date information being delivered to new hires and existing associates.
- Responsible for integrating other business applications into the Performance Tracking Platform (i.e. Aspect, Symposium, and NICE).
- Partnered with I.S. and Telecom to adjust for any changes in technology or structure.
- In driving the “Dynamic Organization” rotating on call 24 x 7 in order to provide the best possible service.
- Responsible for trouble shooting issues, provide timely response and resolution for the end user.
- Continuously monitor database performance to ensure the most efficient tools and processes are in place.
- Project Managed Associate, Coach, and Manager Performance Metrics implementation.
- Project Managed the design, development, and implementation of BPS tracking tool.
- Project Managed the design, development, and implementation of National Resolution tracking tool.
- Track PTP Trouble Tickets for historic and trending purposes.
- Analyze associate performance information to identify trends.
- Provide reporting packages to leadership based on business needs.
- Provide training and communications strategies around rollouts, enhancements, UAT and application updates.
- Utilize Visual Basic and SQL coding to enhance database functions.
Residential & Small Business Supervisor Intern
MCI
Cedar Rapids
01.2000 - 01.2001
Escalations Gate
MCI
Cedar Rapids
01.1999 - 01.2000
Small Business / Residential Customer Service
MCI
Cedar Rapids
01.1998 - 01.1999
Education
BA - Business Leadership
Bellevue University
Omaha, NE01.2011
AAS - Management Development
Kirkwood Community College
Cedar Rapids, IA01.2008
Certificate - Human Resources
Kirkwood Community College
Cedar Rapids, IA01.2007
Skills
- Microsoft Office Suite
- Access
- Excel
- PowerPoint
- Word
- Macromedia Captivate
- Crystal Report
- ASPECT
- M6
- NEUSTAR
- CAT
- JIRA
- UTOPIA
Professional Development
- Fundamentals of Cellular and PCS Wireless Communications, UW Wisconsin, Madison, WI
- Modern Wireless Data Communications, UW Wisconsin, Madison, WI
- New Horizons Training for Access Level 1, Level 2, Level 3, Cedar Rapids, IA
- Spindustry Training for VBA, Cedar Rapids, IA
Timeline
Telecom Carrier Management Analyst
Fiberutilities Group
01.2019 - Current
Analyst II – Access Implementation
Windstream
01.2016 - 01.2019
Specialist II - Provisioner
Windstream
01.2013 - 01.2016
Engineering Network Provisioner
U.S. Cellular
01.2007 - 01.2013
Corporate Database Coordinator
U.S. Cellular
01.2001 - 01.2007
Residential & Small Business Supervisor Intern
MCI
01.2000 - 01.2001
Escalations Gate
MCI
01.1999 - 01.2000
Small Business / Residential Customer Service
MCI
01.1998 - 01.1999
BA - Business Leadership
Bellevue University
AAS - Management Development
Kirkwood Community College
Certificate - Human Resources
Kirkwood Community College