Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

John R. White

Ashland

Summary

Dynamic Senior Operations Analyst at Lumen Technologies with a proven track record in process flows and team training. Proficient in generating insightful reports and enhancing operational efficiency through analytical problem-solving. Successfully led system migrations and project rollouts, ensuring seamless service delivery and improved communication across teams.

Overview

5
5
years of professional experience

Work History

Senior Operations Analyst

Lumen Technologies
03.2023 - Current
  • Create, update, and maintain methods and procedures documents for the Service Delivery organization.
  • Partner with numerous other Lumen workgroups to achieve project objectives
  • Support the Care/Inquiry group under Michelle Walden to ensure they're kept abreast of new developments that might create customer inquiries.
  • Work extensively on the CRIS to Ensemble migration. This has included system testing, troubleshooting, employee training, and submission of price plan request to keep Ensemble in sync with the CRIS legacy system.
  • Submit trouble tickets as issues are discovered and interact with other Lumen workgroups to ensure that problems are resolved completely and meet the needs of Service Delivery employees.

Network Operations Center Analyst

Lumen Technologies
09.2020 - 03.2023
  • Dealt directly with Service Delivery Coordinators (SDCs) and their Supervisors in resolving issues that impacted the center. These included individual system issues as well as widespread problems that affected the entire center.
  • Took the lead in several project rollouts including a change in center computer telephony integration (CTI) systems, a named account consolidation, and the implementation of robotic process automation (RPAs) to boost center productivity.
  • Generated numerous reports for Service Delivery management, including outstanding WebSOP orders and Salesforce reporting to ensure that the center met its Service Level Agreements (SLAs).
  • Administered a Salesforce queue for escalations that required service orders to be keyed immediately, ahead of the usual first-in-first-out priority.

Education

No Degree - Environmental Science

Miami University
Oxford, OH

Skills

  • Process flows
  • Excellent communication
  • Team Training
  • Document reviews
  • Analytical mindset
  • Report generation
  • Process updates
  • Reporting
  • Teamwork

Languages

French
Elementary

Timeline

Senior Operations Analyst

Lumen Technologies
03.2023 - Current

Network Operations Center Analyst

Lumen Technologies
09.2020 - 03.2023

No Degree - Environmental Science

Miami University

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