Debra Leon

Temporarily called back to work on temporary Migration project to move existing customers off copper circuits onto Coax & Fiber circuits due to elimination of C/O's housing copper.

Dealing primarily with businesses deploying services to one or more locations. Successfully guide and manage orders through the Implementation process by ensuring proper scheduling with the customer and their vendors and utilization of the required technical assigned resources. Owner of the customer's entire service delivery experience and final turn-up and delivery of their installed products, services, equipment, disconnection of services (if reconfiguration or move), approval of changes, and confirmation to ensure customer satisfaction and proper billing. Coordination of all necessary schedules per order (customer vendors, technical
resources/engineering, Field operations, sales rep or Solutions Architect (as required), warehouse, etc.)

Independently engineer and design the customers' Voice, Data, Internet, and VoIP applications (including DSO, DS1, DS3, Ethernet, and Fiber circuits), implementing new and existing customer services. Designs done thru computer programs: Xpercom and TBS. Submitted orders to carriers to request circuit delivery to customers' sites. Streamlined work order processes, resulting in faster response
times and increased customer satisfaction. Developed strong communication and organizational skills through
working on group projects. Used strong analytical and problem-solving skills to develop effective solutions for challenging situations. Applied effective time management techniques to meet tight deadlines.

Testing Technician - March 2000 thru April 2009 (work moved out of state). Tested circuits (DS1,DS3,Ethernet and Fiber) thru remote access in locations across United States. Coordinated with Central Office, field technicians and technical support to restore customers service with 2 hour window per SLA. All the while, communicating with the customer and escalating to upper management as needed. Met or exceeded monthly objectives every month for 9 years. Served as manager-on-call in absence of supervisory staff on weekends.

Business/Residence Service Rep - Jan 1991 thru Jan 2000 -Issued service orders for new phone service, transferring of service and disconnection of service for Business and Residence customers. Answered billing questions, initiated investigations of unauthorized charges and issued inquiries to other carriers for 3rd party charges.

Customer Service Rep - July 1981 thru Jan 1991 - Call center environment. Anwered incoming calls in que from customers reporting issues with phone service. issued reports via computer - troubleshoot using various testing programs to screen and determine which departments to directs trouble tickets to for further investigation- (central office, field technicians or business office (for non-payment)