Norma De La Rosa
San Antonio
Overview
27
27
years of professional experience
Work History
SME/Trainer
HCL Tech
11.2023 - 03.2025
- Specialized in staff development and leadership training to elevate team capabilities.
- Developed curriculum aligned with organizational needs for effective training outcomes.
- Facilitated communication strategies to enhance stakeholder engagement and collaboration.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Provided technical support and guidance to junior specialists
- Same job description as Verizon. Exit for Verizon
Sr Specialist Svcs/ VOIP SME/Tech/ Supervisor
Verizon
San Antonio
02.1998 - 11.2023
- Managed vendor and LEC engagements for troubleshooting and configuration of customer circuits and VOIP.
- Coordinated installations and builds with carriers while ensuring compliance with SLAs.
- Served as liaison among customers, contractors, escalation teams, and internal stakeholders.
- Coordinated personnel and resource strategies to maximize potential for effective project execution.
- Facilitated review calls with customers, supplying prompt updates to all participants, internal and external.
- Led implementation presentations in quarterly reviews, addressing executive escalations.
- Provide summarized project plan documentation for departmental teams, clients, and external stakeholders.
- Processed customer orders for federal accounts to maintain client satisfaction. Conducted comprehensive inventory checks to ensure accurate stock levels, and tracked and managed orders to guarantee timely delivery.
- Directed several projects at once, assuring completion and consistency with organizational aims, exemplifying strong organizational skills, and the capability to oversee diverse projects.
- Tested and activated circuits and configured switch information.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Deign DS0/DS1/DS3/OC12/Internet/Frame circuits in provisioning systems.
Education
Palto Alto College
Skills
- Conflict resolution
- Quality assessment
- Maintenance and repair
- Customer service
- Microsoft Office applications
- Windows platform
- Microsoft Teams communication
- Webex conferencing
- Circuit analysis skills
Timeline
SME/Trainer
HCL Tech
11.2023 - 03.2025
Sr Specialist Svcs/ VOIP SME/Tech/ Supervisor
Verizon
02.1998 - 11.2023
Palto Alto College
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