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Allen , TX 75001
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Lilly Nobles
309 Heather Brook Drive
E-Mail: lilly@sbcglobal.net
(214) 763-9876
CAREER SUMMARY
Results oriented
professional with a proven ability to successfully deliver breakthrough results
while maintaining the highest level of standards in customer and employee
satisfaction. Possess excellent communication skills that have been utilized to
foster strong internal and external customer relationships. Demonstrated
successful team building and leadership experiences throughout career. Over 14 years progressive telecommunications
experience.
Bank of America, Business Technology Analyst (01/11 to
Present)
Interfaced with different lines of
businesses within the mortgage/loan administration organizations managing
day-to-day relationships with those business partners to ensure their needs
were being met from a telephony perspective
·
Technical systems and software
support for modification, implementation, or conversion of business systems
focusing on Aspect call routing
·
Support the process of translating
business needs into formal business requirements deliverables gathered through joint
application development (JAD) sessions
·
Act as liaison between business
unit and software, hardware developers and vendors
·
Participate in design,
development and implementation of complex applications or systems
·
proficient technical resource
between the organization and the line of business
·
Participate as an individual
contributor on projects, completing activities as a part of a team related to
special initiatives or operations by managing milestones while adhering to
compliance
·
Analyzed and evaluated present
or proposed business procedures or problems to define data processing needs and
suggested solutions to enhance the line of business needs and workflows
·
Research, plan, install,
configure, troubleshoot, maintain and upgrade hardware and software interfaces
with the operating systems
Avaya, Implementation Manager (05/05 to 09/10)
Project Management of new and existing
IPSS, Hosted, and RMSIPT customers and business partners, as well as custom
domestic and global offers, and verification of current customer data for front
market and after market deals large and small
- Supported up to and after "day-2" handoff of account and interaction with all levels of management internally and externally
- Managed Secure Intelligent Gateway (SIG) upgrades for Advanced Services and Infrastructure Support teams for over 200 existing customers assuring no outages and continuous network monitoring
- Led cross-functional teams in the implementation of a customized service solution for sites in EMEA, APAC, CALA and NAR regions, utilizing IP technical expertise in resolving complex issues
- Customer escalations and mentoring support for new team members, as well as Avaya Web Portal training for customers before “day-2” support begins
Avaya, Project Management for Business Integration
(10/03 to 05/05)
Member of a specialized global team working
to on-board a $350.5M contact with ABN AMRO, a global financial institution
using ITIL processes and methodologies
- Implemented new business product/service offerings, opportunities, and programs.
- Worked with project teams to implement costs, planning, stakeholder relationships, and execution of deliverable for domestic and international locations
- Interacted with senior management regarding discreet and confidential communications and problem-solving techniques
Lilly Nobles
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- Created training materials and provide training to Customer Focus Teams. Create Process Flows, Service Support Plans (SSP), and all documentation involving all service support departments for day-2 support
- Establish account set up, Sold-Tos, etc. via SAP/Siebel and other software tools required to on-board new customers
Avaya, Technical Support Specialist, (10/01 to 10/03)
Provisioned Moves Adds and Changes requests
to integrate software translations for over 4000 customer locations using Avaya
G3, Nortel, and Avaya voicemail platforms, Serenade, Aria and Intuity Audix
- Provided fist level of escalation for voicemail and account
management issues involving data wire runs for LAN connectivity
- Effectively collaborated directly with Project Management, 3rd Party Vendors, Field Service Engineers and Tier III Engineers with implementation, relocation, and upgrading of voicemail, Definity (all versions), and Nortel systems and equipment
- Subject Matter Expert that contributed to the development and streamline of reference material, service procedures and product overviews used for training programs conducted
- Analyzed retention and business development within business group to maintain and improve quality and services and provide feedback and finding to senior leadership by facilitating weekly conference calls
Avaya, Team Leader, (01/98 to 10/01)
Provided leadership to the Projects Team by
performing audits and checking accuracy of team’s work, and by serving as the point
of contact for escalation, provided
remote diagnostic and troubleshooting of (all versions) Definity systems by
monitoring switch alarms
- Negotiated contract and implementation of new system installations
- Ordered and verify shipment of Avaya/Lucent telecom equipment and installation
- Tracked and documented trouble tickets for various third-party vendors and on-site support
- Acted as a liaison between Field Services Organization and outsourced vendors
- Job requirements included asset management, direct customer contact, technical knowledge and experience, order entry (SAP), case management, follow-up, project management, database creation, and knowledge of voicemail platforms
CERTIFICATIONS
ACACN – Avaya Certified Associate in
Communication and Networking
Nortel Networks System Administration
Octel 250/350 (Aria) System Manager
Administrator
Octel 250/350 (Aria) Installation and
Maintenance
Avaya Definity (G3 PBX) System
Administration
Avaya Definity (G3 PBX) Installation and
Maintenance
Intuity Audix System Administration
PROFESSIONAL DEVELOPMENT
More than 400 hours of progressive
telecom-related training:
LAN/WAN Fundamentals & Troubleshooting;
Project Time Management; IP Addressing and Routing; IP Telephony Design; IP
Networking; Avaya Media Servers and Gateways; Leadership in Management; Modular
Messaging; CISCO WAN Protocols; SAP, Remedy, Siebel; Microsoft Project, Word,
Excel, Visio, Power Point; SOX Controls for Global Managed Services; ITIL Practices;
Service Desk and Incident Management; Service Level and Capacity Management;
Configuration and Release Management; Communication Manager; VoIP Networking;
VPN; Visual Basics; Power Point Charting; Crystal Reports; Business Objects; Waterfall;
Microsoft Project; Seibel Migration; SharePoint; Aspect call flows and routing,
NICE, Nuance, SQL Reporting; SDLC, CRM
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