Michael Leal
San Antonio,TX
Overview
16
16
years of professional experience
Work History
Project Manager E911 Telecom
Kelly Mitchell with AT&T
San Antonio, Texas
01.2022 - 01.2024
- Onboarding new orders
- New Order assignment introduction packet
- Submitted documentation for approval of capital funding
- Completed the internal paperwork required to close out projects
- Prepared documents using specific templates that may be required for customer notifications, or for internal distribution to communicate details about a specific order
- Conducted research on existing customer services
- Submitted tickets for completion of tasks
- Reviewed data in the CRM and other systems
- Learned how to use various software applications used by the IPM team, in addition to MS Office and Google Workspace apps
- Responsible for all aspects of project management associated with the implementation of customer facing Public Safety E911 projects.
- Managed vendor technicians for circuits and cross connect delivery, provisioning and troubleshooting.
- Supported production environment and coordinate with vendors, system owners, and other operational teams (external or internal) in order to resolve any issues.
- Participate in calls for troubleshooting between internal teams and external providers
- Assist with other regional works during business hours for maintenance related works
- Created colocation tickets for inbound/outbound Shipments and track Deliveries
- Schedule onsite technicians and provide site access requests for all E911 circuits scheduled activities
- Experience executing detailed data center E911, technical instructions, following documentation.
- Knowledge of relevant technologies - Fiber optics, E911 devices, network interface types: form factors, protocols, and queue involvement.
- Strong troubleshooting skills technical, logistical, process, and others.
- Submit Vendor Remote E911 Requests to support physical works on site
- Responsible for the implementation of complex E911 and Next Generation 911, Call Taking Solutions for E911 Call Centers, consisting of IP-based, vendor-specific hardware, network, and software applications.
- Manage circuit move, add, change and disconnection orders
- Lead implementation resource for AT&T Public Safety customers.
- Coordination lead between AT&T and partner organizations (internal and external) on 9-1-1 implementations and projects.
- Partner closely with Product Management on new and existing products and services for 9-1-1.
- Manage various Channel Partners to deliver end-to-end solutions.
- Ensure all 9-1-1 projects and implementations are completed in a timely manner in an effort to meet or exceed revenue targets and NPS results
- Conducts end-to-end project management of multiple large projects and may also manage sub-components of a large program.
- Leads cross functional teams, both internal and external vendors, to complete projects within allotted timeline and budget.
- Identifies key internal/external stakeholders necessary for project completion.
- Defines project/program scope and objectives, guidelines activities of project/program team including keeping team members roles on task, identify resources.
Telecom Circuit Provisioning
Kelly Mitchell with Verizon Wireless
San Antonio, Texas
01.2020 - 01.2021
- Responsible for implementing, improving, supporting and leading the processes, strategies, and tools for the assigned business or functional area.
- Provide input and expertise for key technical functions by utilizing knowledge of the business, industry and technology.
- Defined, designed and implemented processes into the organization and facilitate change through consulting and collaboration.
- Working with Operational Teams on circuit adds/installs, migrations/grooms and disconnects. Circuits include DS0, DS1, DS3, and OC.
- Experience executing detailed data center E911, technical instructions, following documentation.
- Knowledge of relevant technologies - Fiber optics, devices, network interface types: form factors, protocols, and queue involvement.
- Strong troubleshooting skills technical, logistical, process, and others.
- I also develop and implement standards and procedures for circuit installation and maintenance.
- Products: Opt E Wan (Opt G/B), EVC's, EoMW, CBB network, EPLS Wan, IOX, GigaMan, DecaMan, Suppliers, E911 and PTSN trunks.
- Databases: XNG database, Canopi, Acorn, Granite Works, CAFÉ, VFO, ATT Access, ATT Business Direct, Verizon CSG.
- Project includes maintaining Granite (XNG) database up-to date, building transport equipment’s, wireless equipment’s in database.
- Creating paths / segments. Forecast / Maintain Transport growth / facilities.
- Coordinates and manages LEC and service provider circuit provisioning, testing, acceptance and turn-ups.
- Coordinated circuit installations with various IXCs, LECs, CLECS to ensure that FOC dates are met, number portability, hot cuts, and processed moves, add(s), changes and disconnects (MACDs) of services to ensure implementation of all network activity and customer related orders.
- Collects data to identify root cause of problems and recommends and implements solution.
- Identifies and evaluates performance against process requirements and aligns improvement to performance shortfalls.
- Confer with staff on the use of re-engineering techniques to improve process performance and product quality.
- Subject matter expert for the circuit ordering and provisioning to support growth of the AT&T LTE network.
- Interacts with suppliers and/or local exchange carriers to order and resolve circuit issues.
- Able to designs circuits of bandwidths ranging from DS0’s to OC192.
- Responsible for layout and design, test and turn-up.
- I manage all activity, including additions, disconnects and rearrangements for assigned geographical offices.
- Products include Voice, Video, Data, Wireless, Structured Wiring, Internet, Virtual Private Network and Managed Security.
- I am able to perform any of the following functions: assign orders to appropriate departments, follow-up on orders to ensure all details are included, follow-up on past due orders with Telco’s and/or with the assigned Implementation Coordinator to provide a status for the customer, provide service support to customer, engage field resources to implement an order, coordinate equipment requirements/confirmation for implementation, verify transport readiness, perform quality audits on orders processed by outsourced vendors and or internal employees, ensure orders flow through the systems, update relevant databases/systems, interact with customer on project schedule, interact with appropriate resources on order adds, changes, moves, deletes and closure documentation and may submit projects for billing once the project is complete.
Telecom Circuit Provisioning
Axcent Networks with AT&T MOBILITY
San Antonio, Texas
01.2019 - 01.2020
- Responsible for implementing, improving, supporting and leading the processes, strategies, and tools for the assigned business or functional area.
- Provide input and expertise for key technical functions by utilizing knowledge of the business, industry and technology.
- Defined, designed and implemented processes into the organization and facilitate change through consulting and collaboration.
- Collects data to identify root cause of problems and recommends and implements solution.
- Identifies and evaluates performance against process requirements and aligns improvement to performance shortfalls.
- Confer with staff on the use of re-engineering techniques to improve process performance and product quality.
- Subject matter expert for the circuit ordering and provisioning to support growth of the AT&T LTE network.
- Interacts with suppliers and/or local exchange carriers to order and resolve circuit issues.
- Able to designs circuits of bandwidths ranging from DS0’s to OC192.
- Responsible for layout and design, test and turn-up.
- I manage all activity, including additions, disconnects and rearrangements for assigned geographical offices.
- Products include Voice, Video, Data, Wireless, Structured Wiring, Internet, Virtual Private Network and Managed Security.
- I am able to perform any of the following functions: assign orders to appropriate departments, follow-up on orders to ensure all details are included, follow-up on past due orders with Telco’s and/or with the assigned Implementation Coordinator to provide a status for the customer, provide service support to customer, engage field resources to implement an order, coordinate equipment requirements/confirmation for implementation, verify transport readiness, perform quality audits on orders processed by outsourced vendors and or internal employees, ensure orders flow through the systems, update relevant databases/systems, interact with customer on project schedule, interact with appropriate resources on order adds, changes, moves, deletes and closure documentation and may submit projects for billing once the project is complete.
- I also develop and implement standards and procedures for circuit installation and maintenance.
- Products: Opt E Wan (Opt G/B), EVC's, EoMW, CBB network, EPLS Wan, IOX, GigaMan, DecaMan, Suppliers, E911 and PTSN trunks.
- Databases: XNG database, Canopi, Acorn, Granite Works, CAFÉ, VFO, ATT Access, ATT Business Direct, Verizon CSG.
Residential Retail Sales Associate
SPECTRUM
San Antonio, Texas
01.2018 - 01.2019
- Provides great face to face customer service.
- Educate and engage customers through product demonstrations.
- Exceeds monthly sales goals, including mobile service.
- Maintain strong knowledge of all products, pricing plans, promotions and service features for Spectrum, as well as our competitors.
- Knowledge of general accounting & billing procedures.
- Knowledge of office procedures and Company policies.
- Knowledge of service troubleshooting.
Telecom Manager Circuit Provisioning
AT&T MOBILITY
San Antonio, Texas
01.2008 - 01.2018
- Responsible for implementing, improving, supporting and leading the processes, strategies, and tools for the assigned business or functional area.
- Provide input and expertise for key technical functions by utilizing knowledge of the business, industry and technology.
- Defined, designed and implemented processes into the organization and facilitate change through consulting and collaboration.
- Collects data to identify root cause of problems and recommends and implements solution.
- Identifies and evaluates performance against process requirements and aligns improvement to performance shortfalls.
- Confer with staff on the use of re-engineering techniques to improve process performance and product quality.
- Subject matter expert for the circuit ordering and provisioning to support growth of the AT&T LTE network.
- Interacts with suppliers and/or local exchange carriers to order and resolve circuit issues.
- Able to designs circuits of bandwidths ranging from DS0’s to OC192.
- Responsible for layout and design, test and turn-up.
- I manage all activity, including additions, disconnects and rearrangements for assigned geographical offices.
- Products include Voice, Video, Data, Wireless, Structured Wiring, Internet, Virtual Private Network and Managed Security.
- I am able to perform any of the following functions: assign orders to appropriate departments, follow-up on orders to ensure all details are included, follow-up on past due orders with Telco’s and/or with the assigned Implementation Coordinator to provide a status for the customer, provide service support to customer, engage field resources to implement an order, coordinate equipment requirements/confirmation for implementation, verify transport readiness, perform quality audits on orders processed by outsourced vendors and or internal employees, ensure orders flow through the systems, update relevant databases/systems, interact with customer on project schedule, interact with appropriate resources on order adds, changes, moves, deletes and closure documentation and may submit projects for billing once the project is complete.
- I also develop and implement standards and procedures for circuit installation and maintenance.
- Products: Opt E Wan (Opt G/B), EVC's, EoMW, CBB network, EPLS Wan, IOX, GigaMan, DecaMan, Suppliers, E911 and PTSN trunks.
- Databases: XNG database, Canopi, Acorn, Granite Works, CAFÉ, VFO, ATT Access, ATT Business Direct, Verizon CSG.
Timeline
Project Manager E911 Telecom
Kelly Mitchell with AT&T
01.2022 - 01.2024
Telecom Circuit Provisioning
Kelly Mitchell with Verizon Wireless
01.2020 - 01.2021
Telecom Circuit Provisioning
Axcent Networks with AT&T MOBILITY
01.2019 - 01.2020
Residential Retail Sales Associate
SPECTRUM
01.2018 - 01.2019
Telecom Manager Circuit Provisioning
AT&T MOBILITY
01.2008 - 01.2018