Shirley Gibson
Telecom Data Analyst
Gainesville,VA
Summary
Detail-oriented Support Coordinator with extensive experience in the day-to-day business within the Information Technology / Telecommunication Operations Services. Manages diverse projects of the installation of customer's voice and data services.
Overview
2
2
years of post-secondary education
11
11
years of professional experience
Work History
Data Integrity Analyst
Verizon Enterprise Solutions LLC (DISYS)
Ashburn, VA
12.2018 - Current
- Supported Verizon's cost savings initiatives to improve its network utilization and optimization through the research of DS3's and the various channels by accessing multiple Verizon systems.
- Generated revenue by disconnecting internal DS1 and Voice circuits on the DS3 network to recover thousands of dollars in monthly recurring cost. The recovered capacity could then be utilized for new customer revenue.
- Minimized cost by 10% in researching to identify a multitude of circuits through billing audits that are no longer being utilized by the customer where the company was still paying for the access capacity.
- Improved customer satisfaction by updating all systems associated with disconnects to show that the capacity is now available for future use.
- Supported the Access Planning group in optimizing the access transport network with blocking of channels and mileage reduction identification to decrease cost to the customer.
Part-time Sales Associates
New York Apparel
Fairfax, VA
12.2018 - 12.2018
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
- Assisted an average of 40 customers per day that generated $8K a day in additional revenue.
- Educated customers on promotions to enhance sales.
Lead -Enterprise Order Fulfillment
Time Warner Cable /Charter Communications
Herndon, VA
04.2013 - 09.2018
- Served as lead coordinator for Business Class Phones (BCP), SIP/PRI orders.
- Empowered new employees with mentoring, distributed incoming sales orders, scheduled turn-ups, communicated order status and provided customer support to internal and external teams to
meet 95% on-time delivery targets. - Supported implementation of customer projects, assuring successful implementation of Service Level Agreements (SLA).
- Managed large complex projects maintaining areas of order entry, invoice validation, billing activities in Salesforce for test and turn-ups.
- Received “Above and Beyond” recognition for increasing productivity by 20% for being extraordinary in taking on extra tasks, closing fixes and repairing system issues.
Managed Services Coordinator
Verizon Enterprise Solutions LLC
Ashburn, VA
07.2009 - 08.2012
- Coordinated the installation of Managed Internet Services (e.g. IPVPN).
- Provided end to end telecom order fulfillment solution network provisioning and activation up to customer's billing.
- Improved customer satisfaction by managing purchase orders and making corrections on customer invoices.
- Collaborated with Managed Network Services and account teams to determine managed service requirements and needed activities to support implementation.
Education
Associate of Arts - Information Technology
University Of Phoenix
Tempe, AZ 11.2009 - 11.2011
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
Research and due diligence
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Data Integrity Analyst
Verizon Enterprise Solutions LLC (DISYS)
12.2018 - Current
Part-time Sales Associates
New York Apparel
12.2018 - 12.2018
Lead -Enterprise Order Fulfillment
Time Warner Cable /Charter Communications
04.2013 - 09.2018
Associate of Arts - Information Technology
University Of Phoenix
11.2009 - 11.2011
Managed Services Coordinator
Verizon Enterprise Solutions LLC
07.2009 - 08.2012
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