Kathleen H. Culver
Summary
Service as a Client Support Manager for 25 + years in the Telecommunication field, responsible for client lifecycle management needs, including Kick off meeting on post sales, first bill review and any billing concerns, point of contact for issues and escalating trouble tickets as needed, regular business reviews of client accounts and general account maintenance. I have an IT Infrastructure Library (ITIL) v3 Foundations Certification ITIL (Intermediate CSI, SOA, RCV, OSA and PPO). Member of the Professional Women, Women of Windstream, Windstream Black Professional Network and Delta Sigma Theta Sorority, Inc.
Overview
18
18
years of professional experience
Work History
FEDERAL DATA & BUSINESS INTELLIGENCE ANALYST
METTEL COMMUNICATION
11.2024 - Current
- KEY TEAM MEMBER FOR THE EIS (ENTERPRISE INFRASTRUCTURE SOLUTIONS) TASK ORDER AWARD EFFORTS.
- RESPONSIBLE FOR DEFINING AND DRIVING THE PRICING STRATEGY ACROSS A RANGE OF TELECOMMUNICATIONS SERVICES
- FOR METTEL AS WE PREPARE WINNING BIDS.
- ONGOING CONTRACT SUPPORT RESPONSIBILITIES FOR THE FEDERAL SECTOR POST-AWARD.
PROJECT MANAGER FED/GOV
WINDSTREAM COMMUNICATION
10.2021 - 10.2024
- Manage Wholesale Federal Government accounts VA NLEC, DISA/DITCO, FAA, CoreTech, L3Harris, CSG and Internet 2.
- Recognized as an advanced individual contributor, using professional concepts and company objectives to resolve complex issues in creative effective ways.
- Focusing on delivering in a timely and plan to budget fashion construction projects including fiber builds and building additions to the existent network.
- Successfully Coordinate the efforts of multiple, interlinked and interdepartmental groups over the life cycle and duration of the overall project via Service Delivery, Transport, Network Engineer, Data Provisioning, OSP and SAT
- Successful spearhead 450 VA NLEC conversion project to DYIP PRI services
- Attending bi-weekly/weekly customer meetings to go over progress of project
- Provides accurate status on in-flight orders on a weekly basis and collect data from multiple stakeholders in order to generate reports
- Select as Project Manager to oversee large, critical project for 100 L3Harris Ethernet access service
- Working with Offnet Local LEC Lumen/COX/Spectrum/Peraton/Verizon/AT&T/CenturyLINK/Comcast/Crown Castle to coordinate delivery on behalf of Windstream
- Provide support to the Wholesale Federal Government team by keeping track of incoming workload, updating the progress of the workload, and providing weekly and monthly status reports.
- Assist FAA Program Manager and VA NLEC Project Manager with implementation issues as they arise
- Work with Federal Government clients (VA NLEC, DISA/DITCO, FAA, CoreTech, L3Harris) to identify program needs; document necessary actions, and track milestones and timelines to support overall program execution and future development on a weekly basis
- Successful in a Teamwork environment, good critical thinker, self-starter and very organized
NETWORK IMPLEMENTATION ENGINEER COORDINATOR II
WINDSTREAM COMMUNICATION
06.2021 - 10.2021
- Manage strategic product implementation projects for the Enterprise Client Engineer team.
- In this role I work directly with the Client Engineering team, PC/PMs, well as management from Service Delivery and process team.
- I perform coordinating CSO calls, PTD, installation events, and ensure project deliverable fall within appropriate timeframe and expectations.
- Also, coordination with other departments/personnel as needed to ensure Service Delivery timelines and expectations are met.
- Successful implementation aspects of SDWAN project from entry into Service Delivery until it leaves.
- Work with Leads and Project Managers on project prioritization, provide analysis to contribute to successful outcome
- Successful coordinate and monitor project status to ensure deliverables are meeting deadlines within agreed upon expectations/scope.
- Partners and customers coordination, scheduling, monitoring, risk identification & mitigation.
- Assigned engineer tickets, responsibilities, order tasks and events.
- Successful manage the relationship with the engineer and pre-service delivery teams.
- Selected to working with management on conversion project from M6 to WinOM system.
P2 JOB COORDINATOR II
DECISIVE COMMUNICATIONS INC.
03.2020 - 06.2021
- Responsible for the communication between the customer system (P2) Comcast and (Remedy) DCI, and in conjunction with Area Manager, Outside Planet Engineers (OPE) and Project Coordinators.
- To ensure all documentation is transferred into system and updates are made in a timely manner.
- Successful managed customer database (P2) Comcast and ensure accurate data is being maintained
- Responsible for transferring documentation from internal program (Remedy) to customer database (P2)
- Successful communication scope of work between OPE’s and Area Managers of customer needs
- Successful schedules and assign jobs to OPE in Oracle
- Track project plans and schedules daily
- Manage vendor requirements including invoicing service
- Successfully assist with Training of New Hires
- Selected to travel to other Decisive Communication Office to assist with invoicing and as built input
- Held successful meeting to review progress reviews with team members on a regular basis to ensure timely completion of deliverables of project.
- Held successful meet with new vendors to negotiate new contracts
CLIENT SUPPORT MANAGER II
CENTURYLINK CORPORATION
11.2017 - 09.2019
- Support 5 large COPA Federal Government accts (Commonwealth of Pennsylvania)/Enterprise accounts.
- PENNDOT, PASSHE, Dept of Health, AOPC (Adm of PA Courts) and PSERS (PA State Employee Retirement System).
- Successfully monitor and track customer bills on a monthly with revenue of 25k-100k/month
- Successful with managing Pending/Status/Backlog reports daily
- Support meetings, inter-team communication, and issue resolution with the clients
- Successful assist (RPF) Request for Proposals, based on well-defined technical requirements; worked with data services and equipment, Ethernet, P2P, Host Voice (VOIP), POTS, Toll-Free, IPVPN, Internet (DIA), DSL (HSI), voice complete.
- Held and organized and provide Customer Business Review quarterly
- Successful reward out of term service renewals
- Successful place orders for Move adds & change (MAC), Salesforce and government system ESMS.
- Work with Project Manager, Technician, Provisioning and Construction Tech to provide 110% customer satisfaction
CUSTOMER ACCOUNT MANAGER
RCN TELECOMMUNICATION CORPORATION
12.2015 - 11.2017
- Support the DC Enterprise/BULK Market 149 Commercial accounts, Universities manage services for George Washington University, American University, Georgetown University, Howard University and WMATA.
- Work with Project Manager, Technician, Provisioning and Construction Tech to provide 110% customer satisfaction
- Successful monitor and track customer bills on a monthly with revenue of 100k-500k/month
- Held customer kick off site meetings
- Successful Manage/resolve billing issues, verify billing information, Pending/Status/Backlog reports for accuracy, monthly aging report and place orders for Move adds & changes.
- Work with team members on Statements of Work (SOW) / Proposals, based on well-defined technical requirements; worked with wireline voice & data services and equipment, Ethernet, P2P, Host Voice (VOIP), POTS, eFax, Toll-Free, Internet (DIA), Cable service and Dark Fiber.
- Demonstrated verbal and written communications skills sufficient to understand and articulate requirements for provisioning, and managing telecommunications services
FINANCIAL/SR CUSTOMER SERVICE SUPPORT MGMT
VERIZON BUSINESS
09.2008 - 12.2015
- Support and manage Local and Data services for COPA / AOPC - Administrative Offices of Pennsylvania Court accounts which contains 9 entities - Superior Court, Supreme Court, DBoard, Commonwealth Court, MDJS, Common Pleas, PJC, AOPC main and PACLE.
- Successful monitor and track customer bills monthly with revenue of 300k-500k/month
- Manage Pending/Status/Backlog reports daily
- Provide support to the Federal Government team by keeping track of incoming workload, updating the progress of the workload, and providing weekly and monthly status reports.
- Held bi-weekly customer site meetings
- Successfully manage and resolve billing issues, verify billing information for accuracy for all Courts
- Successfully managed Single View billing and input data manually for AOPC network services (PIP service, DSL, IDA, Ethernet and OC3)
- Managed VEC – Verizon Enterprise Center for AOPC trained employees for access to system
- Audit clients PIP, DSL, IDA, OC3 and Ethernet service every 6 months for accuracy
- Successful implemented new finance system Singl.eView for clients billing
- Support meetings, inter-team communication, and issue resolution with the clients
- Demonstrated verbal and written communications skills sufficient to understand and articulate requirements for provisioning, and managing telecommunications service
- Presented with Verizon Customer Service Award 2013
- Presented with Customer Appreciation Award
Education
Bachelor of Science - Business Management
Morgan State University
Baltimore, MD05.1989
Some College (No Degree) - Information Technology
ITT Technical Institute
Owings Mills, MDITIL Foundation v3 Certification -
Skills
- Microsoft Word, Excel, Pivot Table, Google Docs, Remedy (DCI Billing System), Comcast (P2), Teams, (Verizon Billing system) Sametime, SingleView NETPRO, OCIS, NETCOM, F&E, TCOM & PWON, (CenturyLink system) Skype, ESMS Government billing system, Contract viewer, Customervu360, TMI, Control Center, ORACLE, Salesforce and Fusion (Windstream system) JIRA, WinForce, IWO, WinOM, M6, Wincare, Deltek, IDEAS, MOP Tool, TCB, QuickBooks, QuickBase (SDAPP) and HD Office suite meeting
Timeline
FEDERAL DATA & BUSINESS INTELLIGENCE ANALYST
METTEL COMMUNICATION
11.2024 - Current
PROJECT MANAGER FED/GOV
WINDSTREAM COMMUNICATION
10.2021 - 10.2024
NETWORK IMPLEMENTATION ENGINEER COORDINATOR II
WINDSTREAM COMMUNICATION
06.2021 - 10.2021
P2 JOB COORDINATOR II
DECISIVE COMMUNICATIONS INC.
03.2020 - 06.2021
CLIENT SUPPORT MANAGER II
CENTURYLINK CORPORATION
11.2017 - 09.2019
CUSTOMER ACCOUNT MANAGER
RCN TELECOMMUNICATION CORPORATION
12.2015 - 11.2017
FINANCIAL/SR CUSTOMER SERVICE SUPPORT MGMT
VERIZON BUSINESS
09.2008 - 12.2015
Bachelor of Science - Business Management
Morgan State University
Some College (No Degree) - Information Technology
ITT Technical Institute