Kathy Rowe
Tulsa,OK
Summary
Provisioning and Customer Support Professional
Dynamic, results oriented telecom professional known for providing best-in-class customer service and communications with the willingness to share job knowledge in a variety of business settings. Strategic thinker that blends leadership experience with hands on technical ability to provision/design circuitry and effectively manage large order volumes for multi-million dollar customers. Offers versatile expertise in developing talent and coaching team members at a level in order to perform and excel in job requirements. Knowledgeable Solutions Specialist well-versed in current industry, market and product trends. Excellent communication, multitasking and organizational abilities.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Sr. Business Systems Solutions Specialist
Lumen Technologies
08.2015 - 11.2023
- Work data cleanse tickets (DCT) that are entered by AMO Planning
- These are opened for any mismatches between CenturyLink and vendors on offnet DS3's, NNI's, OC3, OC12, OC48 & OC192's
- Responsible for doing all research & clear mismatches within 7 business days
- This includes checking all systems for any billing issues, circuit design discrepancies, checking for cross connects left up in the network, verifying circuits are no longer in service and removing cross connects, verify customer of record circuit and all accompanying hybrids circuits are either disconnected or records are restored after completion of research, compare vendor cfa inventory reports against CTL's database for mismatches, same with vendor NNI ASE & Opteman reports
- Enter disconnect orders in ASRI when applicable and forward to DOVE team to work tasks
- Work with stranded netex team on any lec circuit ids that should be disconnected and billing stopped
- Work with all Vendors where needed via email or over the phone
- Update AMO Planner in a timely manner with completions or with brief explanation of what is preventing a DCT to be closed within 7 business days
- This could include sending to another team for resolution ie; Disconnect Team (Dove), Stranded Netex, Vendor or Network Engineering
- Participate in conference calls with Planners to discuss any issues or concerns that arise between our teams
- Contribute as an individual as well as a team member in major cost savings to the company
- Cost savings and sum of circuits cleansed is reported monthly in the DCT share point site
- Provide documented Job Aids and post to DCT share point site.
Project Manager
Verizon Enterprise Solutions
02.2013 - 03.2015
- Develop Provisioning/Install Method and Procedures, Job Aids and Workarounds for all products on the Verizon Rapid Delivery Platform
- Coordinates with UAT Testers/Facilitators to capture new capabilities and functionality in a current release
- Successfully completed 98% of all documentation by deadline of release
- Presented Business Process Management Roadshow of 2014 in Tulsa, OK location.
Sr. Provisioner
Verizon
01.2006 - 02.2013
- SME to offshore team for Ultra High Bandwidth circuitry including Wavelength, Sonet OC48 to OC192
- Supported UAT BETA testing for new Wavlength Productization platform
- Provisioned/designed Wavelength and Sonet circuits for large customers such as; BOA, NASDAQ, Level 3 and Windstream (formerly McLeod USA, Paetec).
Sr. Staff Analyst V
Verizon (formerly MCI)
06.2004 - 12.2005
- Lead over High Bandwidth Order Management Group of five associates to monitor all capacity requests
- Provided reporting support on expedites for Optical Install Team
- Prime POC ensuring department became ISO compliant and successfully passed the audit
- Conducted employee performance evaluations.
Wholesale Provisioning and Install Manager
Verizon (formerly WorldCom)
09.1997 - 05.2004
- Directed up to 18 team members for delivery of quality services to major wholesale customers
- Resolved complex operational and implementation problems surrounding process and procedures
- Handled customer escalations at Management level
- Coordinated processes and interfaced with Customer Service, Sales, Engineering, Operations, Marketing and IT
- Managed reports for team workload and conducted yearly employee performance evaluations.
Circuit Designer III
Verizon (formerly WorldCom)
11.1994 - 09.1997
- Lead in supervision of four Circuit Designers and provided coaching/training
- Provisioned and designed for all Carrier Wholesale product offerings
- Initiated and followed up on escalations to all Local Exchange Companies
- Verified capacity and equipment
- Reviewed status of order activity and monitored for potential jeopardy situations
- Achieved the Ambassador's Club Award for outstanding provisioning/design and overall team work.
Education
Business Administration and Management, General -
Tulsa Community College
Skills
- LAN/WAN
- Technical documents comprehension
- Delivery Management
- Teamwork and Collaboration
- Support Services
- Organizational Skills
- Innovation Skills
- Technical Troubleshooting
- Product Knowledge
- Problem-Solving
Certification
- Certificate in Telecommunications, STIM - School of Technology and Information Management
- ISO9000
Volunteer Experience
- Mentor/Lunch Buddy, McKinley Elementary School, 01/2011, 05/2015, Volunteer/Mentor to an assigned lunch buddy to eat lunch with weekly and go on field trips or school functions when a parent can't attend. This program allows for one on one interaction with children that need additional attention and involvement outside of the home. Participated in this program going on five years.
- Disaster and Humanitarian Relief, Guts Church, 05/2013, Present, Volunteered at: The Nightmare - To help change lives! October, 2014-2016. Joyce Meyer/Friday Groceries Event at OneOK stadium June 6th, 2014. Team Relief - Cleaned up several yards in West Tulsa. May, 2013.
- Reading Tutor for Reading Partners, Mark Twain Elementary School, 09/2015, Present, I volunteer at Mark Twain Elementary through Reading Partners Organization and Level 3 Communications. Follow a curriculum for Beginning Readers or Emerging Readers once a week, 45 minute classes. Its a win win for everyone involved and especially for the students. Let's help our kids win!! Reading Partners always needs more volunteers and there are other schools in the area that are part of the program. Check them out on Facebook and please volunteer today. Thank you.
- Community Volunteer, Day of Caring Level 3 Communications, 09/2015, Present, I have volunteered each year since 2015. Various organizations that need our help. September 2017 - Global Gardens, McAuliffe Elementary School September 2016 - Total Source for Hearing-loss and Access Center (TSHA) September 2015 - Salvation Army in Sand Springs, OK
Projects
Order Volume, 01/2014, Present, Associated with Verizon Enterprise Solutions
Directly contributed in reaching order volume goal of 73% in 2014 by producing current documentation on the new Verizon Rapid Delivery Platform that allows for streamlining of processes and improving overall customer experience. ASR Reduction of supplements, error rates & trial site requirements with AT&T, 01/2012, 03/2013, Associated with Verizon Enterprise Solutions
Reduction of supplements and error rates on ASR's with AT&T resulted in a 25% decrease.
Customer Premise Tool Trial - liaison between AT&T person and Verizon Provisioning team to test new tool for AT&T to provide site requirements back to Verizon. Enhanced Automation Process, 11/2012, 03/2013, Associated with Verizon Enterprise Solutions
Collaborated with internal groups to enhance the automated process for receiving site requirements and build information for CenturyLink and Embarq through eASR system. Morgan Stanley Ds3 Diversity project, 10/2012, 03/2013, Associated with Verizon Enterprise Solutions
Organized and prepared Ds3 spreadsheets to be worked as projects with AT&T, CenturyLink and Verizon Telecom. Once established as projects with the ILEC's, successfully handed over to offshore provisioning teams to monitor until completion.
Timeline
Sr. Business Systems Solutions Specialist
Lumen Technologies
08.2015 - 11.2023
Project Manager
Verizon Enterprise Solutions
02.2013 - 03.2015
Sr. Provisioner
Verizon
01.2006 - 02.2013
Sr. Staff Analyst V
Verizon (formerly MCI)
06.2004 - 12.2005
Wholesale Provisioning and Install Manager
Verizon (formerly WorldCom)
09.1997 - 05.2004
Circuit Designer III
Verizon (formerly WorldCom)
11.1994 - 09.1997
Business Administration and Management, General -
Tulsa Community College
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