Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

MARC SENA

Thornton,CO

Summary

Self-motivated, results-driven management professional with exceptional interpersonal, communication and problem solving skills.

Overview

26
26
years of professional experience

Work History

ACTIVATION TECH 2

Lumen
10.2015 - 11.2023
  • Assisted customer with test and turnup of new Trunk Groups
  • Helped customer troubleshoot any issues encountered during testing
  • Ensured all features were enabled so service would work as designed
  • Worked with customer to activate and test SIP & PRI circuits
  • If activation and troubleshooting was not successful, I would create subcase ticket for internal repair group
  • Filled out call log of inbound and outbound calls to ensure connectivity with customer and level3 network
  • Triggered porting of numbers using level3 systems, once FOC was received from losing carrier.

LOCAL NUMBER PORTING PROVISIONER

Lumen
09.2007 - 10.2015
  • Work trouble tickets with our vendor STI & various LECs to assist end users with rejects received from losing carrier
  • Create, build, modify SOA/NPAC subscriptions and process snapbacks to losing carriers
  • Submitted port requests to carriers using the online Leve3 portal, and worked directly with customer care manager and customer to resolve any reject received
  • Provided status on pending orders, port outs, internal ports, and TN ownership via trouble ticket or phone calls, at any time during the porting process
  • Activated any orders that received FOC, using internal Level3 systems.

POST CLOSER

Imperial Lending
11.2006 - 07.2007
  • Shipped and tracked collateral files sent to warehouse banks
  • Copied files to be sent to servicer
  • Set up system so documents could be scanned eliminating need for paper copy
  • Placed calls to title companies to request missing documents as requested by our servicers and investors.

CLAIM TECHNICIAN

AURORA LOAN SERVICES
10.2005 - 11.2006
  • Provide front end support for mortgage loans received through the mail
  • Verify receipt of all documents in order to process loans
  • Suspend claims missing necessary documentation
  • Work several special projects as determined by management.

SPECIAL PROJECTS TIER 1

ADT SECURITY SERVICES
10.2004 - 09.2005
  • Resolved customer programming needs through inbound & outbound calls
  • Processed data changes for customers accounts received via mail, fax, phone, or internal ticketing systems
  • Generated requests to be sent to customers homes in the event they are not reached by phone.

CAPACITY MANAGER/TRAFFIC

AT&T LOCAL SERVICES
10.2002 - 03.2004
  • Managed relationship between AT&T and its key local access account through conference calls and weekly meetings
  • Served as primary contact interfacing with Program Managers to advise if any updates to the switch were needed
  • Ensured applicable service restoration processes were in place and working
  • Confirmed routing was executed properly, such as E-911 routing
  • Managed capacity of the interconnection circuits in the switch.

PROGRAM MANAGER

AT&T LOCAL SERVICES
06.2001 - 10.2002
  • Provided overall support including troubleshooting, testing, and implementation for Local Network Service and worked directly with customer to satisfy compliance issues
  • Monitored usage on all inter-connection facilities
  • Provided management reports covering the status of all traffic utilization and blockage
  • Performed User acceptance testing for E911 related software upgrades
  • Monitored metrics, preparing, and presenting regular metrics reports to senior management.

PRODUCTION PRE-DESIGN AGENT

AT&T LOCAL SERVICES
12.1998 - 06.2001
  • Responsible for pulling Customer Service Records, scrubbing the order, and placing the order into internal billing system known as ASR
  • Assisted in soft and hard disconnects, port outs, and other disco orders
  • Had to ensure accuracy of information to enter order into systems properly
  • Was required by management to meet a quota of 15 to 20 orders so time management was essential to reaching this goal.

CONSULTANT

PITTSBURGH BUSINESS CONSULTANTS, AT&T
06.1998 - 12.1998
  • Responsible for order entry of Private and Switch contracts, as well as order entry of BLS orders
  • Verified and confirmed contracts and coordinated due dates with Local Exchange Carriers
  • Responsible for troubleshooting orders as well as issuing daily reports to the individual cities
  • Confirmed and verified orders with customers.

SMALL BUSINESS COORDINATOR/LEAD AGENT

GTE CLEC, TELETECH
06.1997 - 06.1998
  • Performed service order entry for telecommunications suppliers
  • Reviewed accounts for business customers with services including: Internet, 800/888 numbers, Local, Long Distance, Paging and Cellular
  • Coordinated and indexed vendor orders
  • Troubleshoot with customer and Carrier in the event an outage occurred.

Education

Chatfield Senior High

Skills

  • Deadline Compliance
  • Design Principles
  • Customer Interaction
  • Data Entry
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Equipment Setup
  • Customer and Service-Oriented
  • Calm Under Pressure
  • Multitasking Abilities
  • Troubleshooting

References

References available upon request

Timeline

ACTIVATION TECH 2

Lumen
10.2015 - 11.2023

LOCAL NUMBER PORTING PROVISIONER

Lumen
09.2007 - 10.2015

POST CLOSER

Imperial Lending
11.2006 - 07.2007

CLAIM TECHNICIAN

AURORA LOAN SERVICES
10.2005 - 11.2006

SPECIAL PROJECTS TIER 1

ADT SECURITY SERVICES
10.2004 - 09.2005

CAPACITY MANAGER/TRAFFIC

AT&T LOCAL SERVICES
10.2002 - 03.2004

PROGRAM MANAGER

AT&T LOCAL SERVICES
06.2001 - 10.2002

PRODUCTION PRE-DESIGN AGENT

AT&T LOCAL SERVICES
12.1998 - 06.2001

CONSULTANT

PITTSBURGH BUSINESS CONSULTANTS, AT&T
06.1998 - 12.1998

SMALL BUSINESS COORDINATOR/LEAD AGENT

GTE CLEC, TELETECH
06.1997 - 06.1998

Chatfield Senior High

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