Roxanne Harris
Chandler,AZ
Summary
- Talented Telecom and IT professional with 28 years of network provisioning, network operations and network support experience.
- Versed in circuit provisioning, project management and design in various systems, Contact Center, ACD, Telecom and Project Management procedures.
- Excellent verbal and written communicator
- Experience in Ethernet, TDM and Call Routing, Provisioning and Troubleshooting
- Able to work under pressure and complete work with short deadlines
- Capable of working remotely with little to no supervision and get the job done while being a team player.
Overview
28
28
years of professional experience
Work History
Network Provisioning Eng - Remote Contractor
Point 2 Point Technology, LLC
Laguna Niguel, California
03.2018 - 11.2025
- Telecom network provisioning and grooming projects and submitting ASR orders
- Network and circuit discos and turn downs, traffic migration, activations/ implementations, and maintenance
- (Layer 1 support): SONET (OC3, OC12, OC48, OC192) TDM- Copper (DS0, DS1, DS3, SW voice trunks, PRI)
- Supporting maintenance window activities with NOC and technicians remotely
- Utilized internal provisioning software tools for traffic rolls and new circuits.
- Tracking projects and circuit delivery and providing weekly updates to management teams
Network Operations Center Technician II
Centurylink, Inc.
Littleton, CO
04.2014 - 07.2016
- Support Genesys Agent Desktop (GAD) and Genesys Agent Desktop Supervisor application.
- Handled all IVR and ACD issues.
- Monitor system inbound/outbound telephony traffic and process alerts and tickets.
- Perform network troubleshooting to diagnose and isolate complex telephony problems.
- Tested T1 circuits remotely using Netanalyst.
- Experience in Genesys Voice portal (GVP), Genesys Framework, Genesys SIP Server, Genesys Administration.
- Manage incidents to include initial troubleshooting, communicating with client and stakeholders to resolve issues.
- Managing transport, carrier capacity, thresholds, and utilization for growth and moves.
- Provide detailed written technical documents as needed.
Telecommunications Analyst
Blue Cross Blue Shield of GA (Contract)
Atlanta, GA
11.2008 - 12.2012
- Coordinated with customer to gather requirements and management expectations.
- Work as part of an interdisciplinary team to achieve project milestones.
- Set up and provided support of departmental audiovisual equipment.
- Exceeded all requirements for timely establishment.
- Performed minor equipment repair and troubleshooting.
- Provided customer service for internal and external vendors.
- Communicated equipment needs and performance issues.
- Coordinated equipment deliveries to various on-site building and off-site facilities.
- Answered inquiries and technology support orders.
- Responsible for tasks associated with all voice communications activities which include but are not limited to administration of the Avaya G3R and Siemens High Path 4000 PBX (moves, adds, and changes), private voice communications network, CMS Centreview Supervisor, Procomm Plus, Octel voice mail system, Polycomm Video conferencing, automatic call distribution (ACD) system, and traffic analysis, backups, maintain dial plans some troubleshooting and repairs.
- Collaborated with users, vendors, and technical staff members on the installation, testing, and ongoing maintenance of voice networks and systems.
Switch Technician and Provisioning Support
Verizon Wireless ( SSI Contract)
Bakersfield, CA
04.2007 - 09.2008
- Managed and maintained all elements of the Southern and Central CA Network Operations MTSO equipment.
- Configured and Provisioned elements from all transport DS0, DS1, DS3 and SONET/OC-n levels using various DACS and DCS software tools.
- Performed preventive maintenance on the Tellabs 532L, 5500 and Alcatel 1630/1671 and 1631 GEM nodes.
- Attended weekly meetings and conference calls with upper management to provide updates on project and events that impacted the network.
- Created trouble tickets and work orders using CTS and Xng/Granite.
Network Operations Center Technician II
Sprint/Nextel
Irvine, CA
05.1998 - 02.2007
- Provided external technical support to end users via phone with trouble ticketing systems Remedy & Clarify.
- Tested T1/T3 circuits remotely utilizing NetAnalyst and React testing platforms.
- Monitored national cell site performance remotely in a NOC environment.
- Performed network surveillance on a 24x7 basis, involving alarm monitoring & traffic monitoring.
- Monitored the status and updated progress on open Telco trouble tickets.
- Handled escalated trouble tickets to resolution and identified chronic and/or intermittent network problems thresholds, impairments and failures.
- In addition, I worked with vendors, field techs, CO techs and managers to resolve issues and improve customer satisfaction by reducing downtime associated with circuit outages.
Education
Bachelor of Science -
Arizona State University
Tempe, AZAssociates of Applied Science -
Saddleback College
Mission Viejo, CASkills
- Microsoft Office (Word, Excel, Outlook)
- Valid DL and US Passport
- Granite/CND
- TCOMS
- Tellabs 5500/532L, Coriant 7100, Cisco and Ciena 6500 ROADM training
- Project coordination
- Technical documentation
- IVR, Genesys, Avaya training
- Time management
- Attention to detail
- Problem solving
- Network troubleshooting
- Telephony systems
- Circuit provisioning
- Traffic management
Accomplishments
Top Performer Award, Q4 2018 - Point 2 Point Technology - New Build Plan and Circuit Delivery
Timeline
Network Provisioning Eng - Remote Contractor
Point 2 Point Technology, LLC
03.2018 - 11.2025
Network Operations Center Technician II
Centurylink, Inc.
04.2014 - 07.2016
Telecommunications Analyst
Blue Cross Blue Shield of GA (Contract)
11.2008 - 12.2012
Switch Technician and Provisioning Support
Verizon Wireless ( SSI Contract)
04.2007 - 09.2008
Network Operations Center Technician II
Sprint/Nextel
05.1998 - 02.2007
Bachelor of Science -
Arizona State University
Associates of Applied Science -
Saddleback College