Ilyana Robinson
Florissant,MO
Summary
Dedicated telecommunications and operations professional with over 20 years of progressive experience supporting AT&T’s field operations, workforce coordination, facilities management, and customer service organizations. Proven success coordinating technicians, managing complex service orders, resolving escalations, and partnering with engineering and leadership teams to deliver operational excellence. Recognized for strong organizational skills, sound judgment, attention to detail, and the ability to thrive in fast-paced environments while supporting business objectives and exceptional customer experiences.
Overview
26
26
years of professional experience
Work History
Facilities Specialist
AT&T
St. Louis, MO
03.2000 - Current
- Coordinate and manage more than 100 monthly service fallout orders to ensure timely restoration of customer service and support field operations.
● Partner daily with field technicians, engineering, construction, and network operations teams to resolve service issues and maintain workflow efficiency.
● Analyze facility records, cable assignments, and service data to identify the most effective solutions while minimizing service interruptions.
● Support operational priorities by coordinating work assignments and ensuring accurate documentation for field personnel.
● Respond to escalated customer and leadership concerns with professionalism, urgency, and effective problem resolution.
● Recommend facility improvements that enhance network reliability and operational performance.
● Maintain detailed records while ensuring compliance with AT&T operational standards and quality expectations.
Education
Bachelor of Science - Business Management
University of Phoenix
Maryland Heights, MO06-2005
Skills
TECHNICAL SKILLS
AT&T Systems
● FIPPC
● GRANITE
● EDGE
● BBNMS
● FRAME
● PTGUI
● ATM
● LFACS
● TIRKS
● ISSAC/WFE
● SHOTS
● Internal Service Order & Facilities Management Applications
Key Achievements
● 20+ years of progressive success at AT&T, demonstrating a strong commitment to operational excellence, customer service, and continuous professional growth.
● Trusted cross-functional partner, collaborating with Engineering, Construction, Network Operations, Sales, and Leadership to resolve complex service issues and improve operational performance.
● Recognized for resolving high-priority escalations through critical thinking, effective communication, and timely decision-making.
● Improved operational efficiency by analyzing facility records, identifying service issues, and recommending effective process and infrastructure improvements.
● Consistently deliver accurate, high-quality work in fast-paced environments while managing multiple priorities and meeting operational deadlines.
● Developed a reputation for dependability and teamwork, supporting business objectives through collaboration, accountability, and a customer-first mindset.
Timeline
Facilities Specialist
AT&T
03.2000 - Current
Bachelor of Science - Business Management
University of Phoenix