Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zelideth Madrigal

New Carrollton,MD

Summary

Highly motivated employee with desire to take on new challenges. Strong worth ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

15
15
years of professional experience

Work History

Lead Telecom Support Specialist

SAIC
01.2021 - Current
  • Handles telephone service requests nationwide for installing, moving, changing, and installing cables in TDM and UCaaS systems
  • Use ServiceNow to manage these requests
  • Document repair order work and test procedures and results
  • Use terminal emulation program such as Tera Term Pro or PuTTY to open connection a connection to the switch
  • Program telephone lines (fax lines, office lines, shared lines, Conference phones, virtual lines) either through CS2100 switch (PuTTY and Tera Term interface) or Netplus, which include analog, digital, soft client (GenCom) and VoIP phones in the PSTN and UCaaS network environment
  • Track open work orders for equipment repair and follow up with staff to fully resolve concerns
  • Assist with identifying, diagnosing, and resolving problems affecting telephone call quality
  • Analyze Telecommunications inventory reports and work with internal and external contacts to update as required to ensure accuracy
  • Assist with managing new site deployments, upgrades, and implementations
  • Correct malfunctions with troubleshooting and problem-solving abilities
  • Facilitate and oversee administrative operations and services in an office or professional setting
  • Supervise and monitor administrative processes, propose, and implement operating standards and procedures, and coordinate the management of documents and correspondence that involve multiple stakeholders, management, and/or staff
  • Communicated project status, requirements, and deadlines to stakeholders
  • Keep exemplary records of all implemented programs using Netplus in order to facilitate Office Coordinators' reviews
  • Generate monthly billing adjustments and entered details into billing system to resolve discrepancies
  • Investigate billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems
  • Brief customers on equipment, usage and product specification
  • Install, set up and repaired devices and system components
  • Handled multiple simultaneous deployment projects against strict deadlines
  • Assisted customers with various types of technical issues via email, live chat and telephone
  • Evaluated client telecommunications needs and recommended targeted solutions.

Telecom Support Specialist

SAIC
01.2017 - 01.2021
  • Handled telephone service requests nationwide for installing, moving, changing, and installing cables in TDM and UCaaS systems
  • Used ServiceNow to manage these requests
  • Tracked open work orders for equipment repair and followed up with staff to fully resolve concerns
  • Programmed telephone lines, including fax lines, office lines, shared lines, conference phones, and virtual lines in either PuTTY, Tera Term or Netplus
  • Worked with analog, digital, soft client (GenCom), and VoIP phones in both PSTN and UCaaS network environments
  • Conducted quality assurance and work order validation to ensure that the services were carried out per the TSR's instructions and that the TSR was satisfied with the outcomes
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data
  • Oversaw quality control to identify inconsistencies and malfunctions
  • Directed junior team members in proper duties and company regulations
  • Documented repair processes and helped streamline procedures for future technical support actions
  • Collected, analyzed, and reported on data for use in operational planning
  • Responded to user inquiries about hardware and software, explaining features and resolving questions.

Lead Conference Call Coordinator

1-Source Consulting
01.2009 - 01.2016
  • Ensured all conferences and software ran smoothly; day-to-day troubleshooting and addressing problems as they arose
  • Documented base schedule for future turnaround schedule, continuously refined strategies, and shared baseline details across sites
  • Managed daily operations, monitored quotes for service and timelines, and assisted staff with work progress
  • Managed event planning and execution using strong attention to detail and communication skills
  • Calculated transport charges and costs from price lists and quotations
  • Facilitated weekly team meetings to discuss goals, successes, and areas for improvement
  • Assisted administrative team with accepting orders, scheduling appointments or meeting rooms or sending and receiving faxes.

Education

BBA - Business Admin, Project Mgmt.

Strayer University
Washington DC, WV
05.2021

Some College (No Degree) - Business Law

Mountain State University
Beckley, WV

Associate of Science - Computer Science

Prince George's Community College
Upper Marlboro, MD
12.2024

Skills

  • Resolving Problems and Incidents
  • Account Administration
  • Problem-Solving
  • Database Management
  • Voice and Data Service Migration
  • Auditing Service Requests
  • Financial Reporting Coordination
  • Tracking and Documentation
  • SC2100 Switch
  • PuTTY
  • Hardware Configuration
  • Netplus Application and Server
  • Organizational Skills
  • Data Management
  • User support
  • Recordkeeping
  • Resource Allocation
  • Technical Troubleshooting
  • VoIP Installation
  • Defect Analysis and Resolution
  • Quality assurance
  • Project Management
  • Service Rates Establishment
  • Customer Relationship Management
  • Equipment Repair
  • Activity Planning
  • User Support
  • Project Coordination

Timeline

Lead Telecom Support Specialist

SAIC
01.2021 - Current

Telecom Support Specialist

SAIC
01.2017 - 01.2021

Lead Conference Call Coordinator

1-Source Consulting
01.2009 - 01.2016

BBA - Business Admin, Project Mgmt.

Strayer University

Some College (No Degree) - Business Law

Mountain State University

Associate of Science - Computer Science

Prince George's Community College

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Zelideth Madrigal