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Shenequa Aaron
Telecom Service & Support
Shenequa R. Aaron
5615 Autumn Grove Ln. Rosharon, Texas 77583
Home Phone: (281) 431-3516 / Mobile Phone: (832) 305-3621
Email: Shenekf@yahoo.com
OBJECTIVE
I am looking to continue my career path in the Information Technology/Telecommunications field with a progressive and innovative company in a position where I can utilize my System Integration, Customer Support, Training and Telecommunications abilities within a company that offers a constant learning environment, personal challenges and opportunities for professional growth and advancement.
PROFILE
-Assertive professional with experience in customer service and telecommunication consultation with outstanding communication, interpersonal, and presentation skills.
-Strong analytical, oral, written and organizational skills.
-Detail-oriented, quality-focused, personable, and team player.
-Computer Skills Snapshot: Proficient in Microsoft Word, Microsoft Outlook, Excel, Power Point, Visio, DOS, SAP, NetMeeting, Adobe 7.0, Siebel and Office Communicator.
- Project Management/Coordination and Infrastructure Project Support experience with VoIP, Mobility, Calling Card, Disaster Recovery (DR) and Business Continuity Planning (BCP).
WORK EXPERIENCE:
CompuCom on contract assignment to AT&T
Houston, TX
Position: Systems Integration Specialist
06/07 - current
- Manage Shell Oil Telecom account for AT&T Life Cycle Management Team.; I advise Shell's employees of information from corporate calling card database; Work with multiple wireless vendors regarding rate plan analysis, contract information, and device changes. Work with multiple internal and external customers on all types of telecom projects. Work with voice vendor on creating and modifying Disaster Recovery Plans for multiple site locations. Process monthly and weekly reports on services and supplies. Process script orders for upgrades on new or modified software. Assist technicians with ACD/VRU routing maintenance. Process time recording information and reconcile invoices via SAP.
- Shell World IT Service Management Administrator - Assess, Open, Build, Track and Close Service Center, Change and Situation Management activities which include Executive Management approval and cascading user notification for Telephony maintenance and upgrade changes to PBX, Call Pilot, Symposium and all associated Voice Services within Shell International Technology, Inc.
- Review Change & Situation Management processes and expectations with suppliers and technical support staff.
- Provision and lead Mobile Migration projects with multiple vendors.
- Maintain and update BCP plans for Voice Services. Ensure current date revisions are maintained in documentation guideline manual. Participant in annual BCP/DR review meetings with suppliers and technical staff. Assigned as a project resource to telephony projects as needed.
- Maintain Telecom Service Priority database for all critical circuits and work with appropriate government agency to establish new TSP numbers and update existing in a timely manner.
- Responsible for monthly modem sweep activities, review anomalies and provide reports to various Security Focal Points within the Business Units.
- Assist with A/R (accounts receivable) issues including monthly reviews of outstanding balances with four mobile service providers. Responsible for contacting customers to facilitate payments and resolving issues.
- Liaison from customers to carriers for escalations for fixed voice and long distance issues.
- Team Member: participate fully in team activities and assist with balancing workloads. This includes taking inbound customer calls regarding day-to-day activities.
Verizon Business
Houston, TX
Position: Data/Voice Project Coordinator
9/99 to 06/07
Responsibilities: Manage timelines and the procedures for customer migrations on the VoIP product to be compliant with Patriotic Act. Work directly with the customer to schedule migrations from beginning to end via in office and remote conference calls. Create, build, and manage customer accounts converted from Legacy to Broadsoft Application Server and the Network Server to Application Server via the IASA internal system. Manage subscriber spreadsheets; assist with ACD, PBX and Voicemail services. Open trouble tickets with outside techs, assist IC's with turning up new circuits, and tested newly installed equipment.
Position: Sr. Global Support Specialist
06/00 to 02/07
Responsibilities: Support emails, faxes, and calls from sales team and external customers. I maintained and installed toll free numbers, T-1's, Frame Relay, Private Lines, Switched Services, and Calling Card for 60+ corporate customers. Perform MACD'S. Resolve billing and credit issues. Process and assist with hot cuts on multiple customers. Alert sales teams of any trending issues that may impact the customer base. Complete weekly and monthly reports on internal and external productivity. Complete requests for Node customers via Netcap and Toll Free Network Manager. Resolve billing, credit and fraud-related issues in a timely, professional and accurate manner. I have broad spectrum of internal and external PC skills.
Position: Customer Service Representative II
09/99 to 06/00
Responsibilities: Answered incoming calls from corporate customers in an ACD call center environment. Performed maintenance on accounts, resolved billing issues, resolved credit and fraud-related issues in a timely, professional and accurate manner. Performed soft selling for MCI products. Handled high maintenance accounts that billed over 50K a month in telecom expenses. Performed while providing world-class service.
Texas Children's Hospital
Houston, TX
Position: Pharmacy Technician/ Materials & Logistics Tech
03/96 to 08/99
Responsibilities: Processed prescription request, prepared sterile IV medications and various over the counter medications. Reconcile pharmacy returns and reports to the DEA Division for all narcotic type of medications dispensed in the hospital. Processed and maintained material/logistic orders for all areas of Texas Children's Hospital, Doctor's offices, and satellite locations.
EDUCATIONAL BACKGROUND
- Houston Community College - Stafford, Texas - August, 1990
- Wharton County Junior College - Wharton, Texas - April, 1990
- Willowridge High School- Missouri City, Texas - June, 1988
SKILLS
- Microsoft Word, Excel, Access, Power Point, Office Outlook, Visio
- Data Entry
- 10 Key (Touch & Sight)
- Typing (75 - 80 WPM)
- Bookkeeping
- Detail Oriented
- DOS / SAP
- Great Team Player
LANGUAGES
- English / Fluent
- Spanish / Familiar
PORTFOLIO URL
- http://www.HoustonJobsite.com/ShenequaA
REFERENCES PERSONAL & BUSINESS
Available Upon Request
5615 Autumn Grove Ln. Rosharon, Texas 77583
Home Phone: (281) 431-3516 / Mobile Phone: (832) 305-3621
Email: Shenekf@yahoo.com
OBJECTIVE
I am looking to continue my career path in the Information Technology/Telecommunications field with a progressive and innovative company in a position where I can utilize my System Integration, Customer Support, Training and Telecommunications abilities within a company that offers a constant learning environment, personal challenges and opportunities for professional growth and advancement.
PROFILE
-Assertive professional with experience in customer service and telecommunication consultation with outstanding communication, interpersonal, and presentation skills.
-Strong analytical, oral, written and organizational skills.
-Detail-oriented, quality-focused, personable, and team player.
-Computer Skills Snapshot: Proficient in Microsoft Word, Microsoft Outlook, Excel, Power Point, Visio, DOS, SAP, NetMeeting, Adobe 7.0, Siebel and Office Communicator.
- Project Management/Coordination and Infrastructure Project Support experience with VoIP, Mobility, Calling Card, Disaster Recovery (DR) and Business Continuity Planning (BCP).
WORK EXPERIENCE:
CompuCom on contract assignment to AT&T
Houston, TX
Position: Systems Integration Specialist
06/07 - current
- Manage Shell Oil Telecom account for AT&T Life Cycle Management Team.; I advise Shell's employees of information from corporate calling card database; Work with multiple wireless vendors regarding rate plan analysis, contract information, and device changes. Work with multiple internal and external customers on all types of telecom projects. Work with voice vendor on creating and modifying Disaster Recovery Plans for multiple site locations. Process monthly and weekly reports on services and supplies. Process script orders for upgrades on new or modified software. Assist technicians with ACD/VRU routing maintenance. Process time recording information and reconcile invoices via SAP.
- Shell World IT Service Management Administrator - Assess, Open, Build, Track and Close Service Center, Change and Situation Management activities which include Executive Management approval and cascading user notification for Telephony maintenance and upgrade changes to PBX, Call Pilot, Symposium and all associated Voice Services within Shell International Technology, Inc.
- Review Change & Situation Management processes and expectations with suppliers and technical support staff.
- Provision and lead Mobile Migration projects with multiple vendors.
- Maintain and update BCP plans for Voice Services. Ensure current date revisions are maintained in documentation guideline manual. Participant in annual BCP/DR review meetings with suppliers and technical staff. Assigned as a project resource to telephony projects as needed.
- Maintain Telecom Service Priority database for all critical circuits and work with appropriate government agency to establish new TSP numbers and update existing in a timely manner.
- Responsible for monthly modem sweep activities, review anomalies and provide reports to various Security Focal Points within the Business Units.
- Assist with A/R (accounts receivable) issues including monthly reviews of outstanding balances with four mobile service providers. Responsible for contacting customers to facilitate payments and resolving issues.
- Liaison from customers to carriers for escalations for fixed voice and long distance issues.
- Team Member: participate fully in team activities and assist with balancing workloads. This includes taking inbound customer calls regarding day-to-day activities.
Verizon Business
Houston, TX
Position: Data/Voice Project Coordinator
9/99 to 06/07
Responsibilities: Manage timelines and the procedures for customer migrations on the VoIP product to be compliant with Patriotic Act. Work directly with the customer to schedule migrations from beginning to end via in office and remote conference calls. Create, build, and manage customer accounts converted from Legacy to Broadsoft Application Server and the Network Server to Application Server via the IASA internal system. Manage subscriber spreadsheets; assist with ACD, PBX and Voicemail services. Open trouble tickets with outside techs, assist IC's with turning up new circuits, and tested newly installed equipment.
Position: Sr. Global Support Specialist
06/00 to 02/07
Responsibilities: Support emails, faxes, and calls from sales team and external customers. I maintained and installed toll free numbers, T-1's, Frame Relay, Private Lines, Switched Services, and Calling Card for 60+ corporate customers. Perform MACD'S. Resolve billing and credit issues. Process and assist with hot cuts on multiple customers. Alert sales teams of any trending issues that may impact the customer base. Complete weekly and monthly reports on internal and external productivity. Complete requests for Node customers via Netcap and Toll Free Network Manager. Resolve billing, credit and fraud-related issues in a timely, professional and accurate manner. I have broad spectrum of internal and external PC skills.
Position: Customer Service Representative II
09/99 to 06/00
Responsibilities: Answered incoming calls from corporate customers in an ACD call center environment. Performed maintenance on accounts, resolved billing issues, resolved credit and fraud-related issues in a timely, professional and accurate manner. Performed soft selling for MCI products. Handled high maintenance accounts that billed over 50K a month in telecom expenses. Performed while providing world-class service.
Texas Children's Hospital
Houston, TX
Position: Pharmacy Technician/ Materials & Logistics Tech
03/96 to 08/99
Responsibilities: Processed prescription request, prepared sterile IV medications and various over the counter medications. Reconcile pharmacy returns and reports to the DEA Division for all narcotic type of medications dispensed in the hospital. Processed and maintained material/logistic orders for all areas of Texas Children's Hospital, Doctor's offices, and satellite locations.
EDUCATIONAL BACKGROUND
- Houston Community College - Stafford, Texas - August, 1990
- Wharton County Junior College - Wharton, Texas - April, 1990
- Willowridge High School- Missouri City, Texas - June, 1988
SKILLS
- Microsoft Word, Excel, Access, Power Point, Office Outlook, Visio
- Data Entry
- 10 Key (Touch & Sight)
- Typing (75 - 80 WPM)
- Bookkeeping
- Detail Oriented
- DOS / SAP
- Great Team Player
LANGUAGES
- English / Fluent
- Spanish / Familiar
PORTFOLIO URL
- http://www.HoustonJobsite.com/ShenequaA
REFERENCES PERSONAL & BUSINESS
Available Upon Request