Donna Adams

• Managed multiple projects within Margin Assurance group, using various databases to reconcile vendor billing with customer revenue and internal expenses across large pool of US vendors.
• Collected and organized data from different internal systems to precisely categorize expenses for internal departments and customer invoicing, ensuring alignment with the correct general ledger accounts.
• Work closely with field operations to address vendor expense issues and evaluate feasibility of disconnecting circuits and POTS lines, which included identifying unused circuits to reduce operational costs
• Actively contribute to teams by sharing insights, addressing challenges, and collaborating on process improvements.
• Created comprehensive documentation to aid training efforts, enabling employees to effectively learn new systems and procedures.

• Established precise cost estimates for high-band wavelength and Ethernet over TDM circuits to determine optimal pricing.
• Evaluated vendor proposals for contract awarding, ensuring compliance with specifications and delivery timelines. Generated detailed quotes for the Operations team.
• Provide internal ASR provisioning team with ordering instructions for LECs, CLECs, and Long-haul carriers.
• Contributed to continuous improvement initiatives to optimize processes and boost overall productivity within the organization.
• Collaborate with external vendors and internal departments daily.

• Responsible for remotely configuring IP routers for new customers and modifying router settings for existing customers.
• Manage the implementation, troubleshooting, and resolution of customer and network service delivery issues.
• Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
• Consulted with internal departments to optimize productivity and efficiency to ensure customer projects and/or orders were completed on time.
• Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.

• Designed circuits, including DS1, DS3, OCN, MPLS, FastE, and GE in the service delivery department, Onnet and Offnet designs.
• Experienced in Private line, DIA, IP VPN, MPLS, VPLS, and Broadband circuits.
• Project managed multiple circuits for IP data customers and led specific projects for high-profile customers
• Utilized critical thinking skills to resolve issues efficiently, facilitating swift installations and meeting customer request dates.
• Conducted internal escalations, working closely with internal teams to meet SLA deadlines.
• Completed comprehensive design reviews to identify potential problems and recommended solutions to improve circuit path reliability.
• Created tickets in OPS Console and Clarify for field technicians to address and resolve design issues.
• Assisted customer care managers and installation technicians to ensure timely completion of customer orders.

• Led the disconnect group as Project Manager, overseeing and training an offshore outsourcing team.
• Prepared weekly reports, assisted in managing cost control and conducted weekly calls with management to assess team performance.
• Analyzed project performance data to pinpoint areas for improvement.
• Addressed circuit outage issues by working with LECs, CLECs, long-haul carriers, internal teams and management.
• Escalated when necessary to promptly restore customer service, keeping customers and management informed of restoration progress.
• Thrived in a challenging environment and excelled in team settings by offering support and guidance.

• Proficiently provisioned ASR move, add, change, and disconnect orders of DS1, DS3, OCn, Fiber and NNI circuits for new and existing customers, tracking life cycle of ASR to receipt of FOC and DLR.
• Managed orders and special projects effectively to ensure seamless progression from provisioning to installation, coordinating with internal circuit design and testing teams to meet customer commit dates.
• Enhanced customer satisfaction by providing order status updates, addressing inquiries, and promptly resolving any issues or questions.
• Escalated orders with external vendors, internal groups and management to meet customer installation requested dates.
• Maintained comprehensive and detailed records of all activities related to ASRs, FOCs, DLRs, and vendor communications.

• Demonstrated advanced expertise in circuit provisioning, facilitating prompt ordering and installation of Frame Relay (56K and 64K), ATM, DS1, DS3 and OCn circuits.
• Efficiently managed ASR move, add, change, and disconnect orders for new and existing customers, collaborating daily with LECs, CLECs, and long-haul carriers.
• Oversaw the receipt of FOC and DLR from telecom carriers, coordinating with internal circuit design and testing teams to meet customer commitment dates.
• Managed orders and special projects effectively to ensure seamless progression from provisioning to installation.
• Enhanced customer satisfaction by providing order status updates, addressing inquiries, and promptly resolving any issues or questions.
• Escalated orders with telecom vendors and internal groups, to meet customer installation requested dates.
• Maintained comprehensive and detailed records of all activities related to ASRs, FOCs, DLRs, and vendor communications