Shanel Wesley
Washington,DC
Summary
Dynamic Lead Telecom Analyst with extensive experience at the US House of Representatives, CAO, recognized for enhancing telecom operations efficiency through exceptional project coordination and technical support. Demonstrated leadership in guiding teams to optimize telecommunications processes, resulting in superior service delivery and increased user satisfaction. Core competencies include effective communication, strategic planning, and problem-solving skills that drive continuous improvement.
Overview
20
20
years of professional experience
Work History
Lead Telecom Analyst
US House of Representatives, CAO
Washington, DC
10.2019 - Current
- Developed user guides for users on the proper utilization of telecom systems.
- Managed workflows related to the installation, configuration, upgrades, and maintenance of telecom systems in order to meet customer expectations.
- Worked after hours to respond to emergencies.
- Assisted the Telecommunications Manager as necessary with the formulation of policy, management, and technical plans to achieve CAO/HIR goals and objectives.
- Provide leadership, guidance, and technical support to telecom operations staff.
- Work with other technical staff within and outside of the CAO to ensure that all telecommunications systems are operating efficiently and effectively, and meet user requirements.
- Provide technical guidance on telecommunications operations and activities.
- Managed large moves and upgrades. which consisted of advising customers of project costs, programming, and design changes.
- Provided virtual and in-person training to members and committee staff as requested.
- Maintained inventory of telephone equipment and accessories.
- Provided technical support and guidance to customers when needed.
- Performed programming, testing, troubleshooting, and documentation of applications.
- Served as the Tier 2 support for escalations related to telecommunications issues.
- Resolved complex problems related to system performance or functionality issues.
- Coordinated with wireless carriers regarding equipment updates, service plans, and features.
- Other duties, as assigned.
Telephone Systems Consultant
US House of Representatives, CAO
Washington, DC
12.2016 - 10.2019
- Managed large moves and upgrades. which consisted of advising customers of project costs, programming, and design changes.
- Provided virtual and in-person training to members and committee staff as requested.
- Maintained inventory of telephone equipment and accessories.
- Provided technical support and guidance to customers when needed.
- Performed programming, testing, troubleshooting, and documentation of applications.
- Worked after hours to respond to emergencies.
- Served as the Tier 2 support for escalations related to telecommunications issues.
- Resolved complex problems related to system performance or functionality issues.
- Coordinated with wireless carriers regarding equipment updates, service plans, and features.
- Other duties, as assigned.
Sr. Telecommunications Administrator
US House of Representatives, CAO
Washington, DC
04.2005 - 12.2016
- Maintained telephone lines and inventory for members, committees, and support offices to ensure proper billing.
- Investigated billing discrepancies from carriers and negotiated resolution when necessary.
- Provided technical support to users regarding their telecom-related issues or requests.
- Documented system configurations, changes and upgrades for future reference.
- Work closely with various telecommunications companies and vendors to ensure the best service possible for House offices.
- Assist offices with moves, adds and changes to their telephone equipment
- Assist members, committees, and support offices with the purchase of cellular and LAN line equipment, and accessories using Procurement Desktop.
- Assist offices with troubleshooting cellular and LAN line phones in the DC and the District office.
- Assist Member and Committee offices with billing issues.
- Consult/advise offices on House Administration policy, Appropriations Law, and Ethics rules in regard to telecommunications.
- Other duties as assigned.
Education
Bachelor of Arts - Political Science
Howard University
Washington, DC05-1995
Skills
- Project coordination
- Wireless technologies
- Customer technical support
- VoIP systems
- Written communication
- Attention to detail
- Task prioritization
- Organizational skills
References
References available upon request.
Timeline
Lead Telecom Analyst
US House of Representatives, CAO
10.2019 - Current
Telephone Systems Consultant
US House of Representatives, CAO
12.2016 - 10.2019
Sr. Telecommunications Administrator
US House of Representatives, CAO
04.2005 - 12.2016
Bachelor of Arts - Political Science
Howard University
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