TLC Correll
ARNOLD, MO 63010
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Mid/Senior IS/IT Professional in Technology/ Agile/Waterfall/Project/Vendor/Customer Management, 800-8YY Advanced Features SME, Network Support, Tech Writer/Trainer/App development field, Business... show more

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Work experience
AT&T Services- T-Staff
Project Manager

Utilize project management processes and methodologies for the IT community to ensure projects are delivered on time. Manage e2e delivery / operations projects for programs- Fiber/Time Division Multiplexing Cost Avoidance Migrate off MD Equipment (T1C De-load/D5 Migration). Cisco 7609/IPAG Link Augment, VPLS-PE MX960 Card/Cable, IPAG-IPAG Rehome, Remote Retirement/Switch Decommission(replacement) Next Generation IPAG Card Swap. VPLS MX960 card cable swap, IPAG 4x10G to 16x10G Card Swap within 22 state Central offices. ..
*Receive project by email, EHB, PAL, Planning Memorandum, SOA/SOW, Woodduck, WBS, Excel or Email from TP Technology Planning Engineering Network Capacity Managers, GFS- Global Field Services, Technology Engineering Mtce Control Office PMO Project Specialists to ensure project scope has clear direction detail.
*Identify, proposes and influences business solutions, facilitate communication, negotiates deliverables and requirements across multiple IT business customers or organizational teams.
*Build project into Database of Record; NEMA, BITS(MS Access), SHAREPOINT or MS Excel Spreadsheet.
*Use data extracted from multiple internal systems to build and manage accurate reports status in DBOR-database of record, contacting primary contact when necessary
*Hold Kick off Call (KOC) with Capacity Management, OCO-Over all Control Office, CO-Central Ofc Managers other organizations to discuss scope of project, dependencies and set completion of baseline date. Liaison between all departments; planning/engineering/workforce to resolve all conflict, road blocks, process technical documents and job aids.
*Monitor project performance to ensure efficiency and that output adheres to program standards stakeholder expectations. Vendor Mgmt, Global Force Services, Implementation Engineer, Capacity Management, PIC- Plug In Center to make sure required vendor material has been ordered/shipped/delivered. CSDC- Circuit Design for release of CLO, or new design so that OCO/CO can complete their work and all milestones remain on track.
*Provide timely status completion Notice to AT Program/Project Management Team, Current Planning, Capacity management other depended business partners at established intervals. .
*Confirm OCO/CBB has notified customer of impact to adhere to SLA requirements establish Disaster Recovery
*Utilize various methods of vendor management; WFA- Work Force Authorization, GFS Provisioning site, Order Track/Vendor Management, Ryder Trak/Active Suite, EBIZ/eLOGIC; TEO Scheduler, EHB, to track Cards related to the project, responding to technicians notes, monitor/manage completion of any cards to the project, communicating with various organizations/vendors with conflict resolution.
*Training- created trained several MOP/job aids to assist team in understanding process finding information.
*Resolve billing issues, Contact billing office, account or service managers to resolve billing conflict.
*Identify road blocks escalate to appropriate organizations for timely solutions.
*Utilize existing formal jeopardy /or change control process.


AT&T Global Services- CompNova
Escalation Project Manager

2nd level, Tier 2 Escalation/Expedite Manager Member of 24/7/365 Access Intervention Management Call Center Support team, responsible to interface with access suppliers ILEC, CLEC, RBOC, the highest level of escalation in order to resolve customer troubles access T3 troubles.
Responsible to interface with both customers vendor suppliers in pursuit of restoration of service.
*Train peers on use of system established internal procedures/policies
*Support all maintenance work centers in this capacity, including AT Mobility.
*Proactively manage work list, customers, suppliers to follow through to final resolution. Manage any conflicts, road blocks to completion
*Establish participate on customer/technical conf. bridges for expeditious resolution of outages.
*Partner with maintenance work centers suppliers to ensure effective, efficient interface processes as well as develop manage initiatives to improve performance productivity.
*Update all tickets in BMP(Business Management Platform), AOTS(Remedy-ATT online Ticket System) , CTS(Centralized Ticket System) with current service status, validate service restoral.
Work with DS0, DS1, primarily DS3, OC circuits
*Use Administrative/data entry skills to keep all tickets progress reports up to date.

MasterCard Worldwide
Network Technician-NOC (consultant-TEK Systems)

Provide technical support for MasterCard's operations environment.
*Analyze information to determine MasterCard performance and areas of improvement.
*Identify, track, and resolve any service conflicts and verify the MasterCard infrastructure to ensure it meets specifications and requirements Major Accountabilities: Mainframe, Production Control, Debit, Network)
*Maintain performance of MasterCard MIP machines, utilizing mainframe, routers for optimization.
*Monitor and take corrective action for problems while minimizing customer impact.
*Create and/or update internal tickets to document monitoring and recovery steps.
*Perform routine maintenance procedures as required by policy or procedure.
*Maintain metrics as defined by management

AT&T Global Services- ADC Comm/Bluestream Professional Services
Project Manager- Change Control Release

Train users to use new or modified website equipment.
*Maintenance Release Management Change Control Management
*Coordinate with System admin and Software development on product enhancement including testing, development, and deployment of product application.
*Test software product by running various jobs for reliable outcome
*Identify need for initial or supplemental project resources.
*Confer with project personnel, technical teams client contacts to identify and resolve problems.
*Manage project execution e2e to ensure adherence to scheduled and scope loaded on website.
*Initiate, review, or approve modifications to project plans.
*Monitor or track project milestones and deliverables.
*Perform risk assessments to develop response strategies.
*Resolve billing issues/questions from end user/client.
*Plan, coordinate and implement network change control requests between Network Control personnel and end users, working with all levels of Network services.
*Schedule and facilitate meetings related to information technology projects.
*Develop or update project plans for IT projects including information such as project objectives, technologies, systems, scheduling and staffing requirements
*Call Center support, incoming IVR/VRU phone calls, handle according to office process and SLA
*Utilize Toll Free 8YY Advanced Feature Skills to provide ticket resolution, answer customer inquiry, complaints and escalate accordingly.

AT&T Global Services- Pinnacle Technical Resources.
Network Engineer

Proactively monitor, identify, resolve, and/or escalate network repair tickets/issues according to procedural documentation for resolution/completion within Telecom SLA
*Provide user support by diagnosing network and device problems and implementing technical or procedural solutions.
*Run various test patterns for initial trouble isolation/direction as well as circuit continuity upon repair resolution and confirm with internal/external customers.
*Engage adjacent support Tiers 2, 3, 4, NOCs or external affiliated telecom companies for resolution/escalation to assist in resolution of complex network issues.
*Provide timely status, escalation, resolutions to our internal/external customers.
*Provide user support by diagnosing network and device problems and implementing technical or procedural solutions.
*Resolve billing issues. Verify billing account info in system, contact billing ofc, account or service manager.
*Primary Point of Contact for 12 large Global accounts such as: MasterCard International, Certegy, Deluxe, Capital One/Norfolk Bank, Best Foods Dist.
*Answer incoming IVR/VRU call center calls, responding to customer complaints status or repair and escalation for trouble resolution. Assist customers; end user or NOC personnel on Cisco product trouble/failures by either utilizing product manual, redirecting to customer NOC support- includes locating such or redirecting to customers AT Service Manager
*Check to ensure that appropriate changes were made to resolve customers' problems/escalations
*Utilize Toll Free 8YY Advanced Feature Skills to provide ticket resolution, answer customer inquiry, complaints and escalate accordingly.
*Deliver excellent customer service through professional and timely communications for all Maintenance incidents through phone and/or ticket system methods.
*Primary contact to monitor and resolve all Planned/Scheduled maintenance repair ticket for customer flags for status inquiries or escalations with status and/or contacting Requestor
*Refer unresolved customer grievances to designated departments for further investigation.
*Work with all levels of circuits; 56K,ATM,IPFR,IPL,VOIP,ISDN,DS0,DS1,DS3,OCs, FTS2000/2004, Masterline, Readyline, POTS, Dedicated/Switched services, ADL

AT&T GLobal Services- Pinnacle Technical Resources
Project Manager

*Maintenance Release Management Change Control Management
*Confer with project personnel, technical teams client contacts to identify and resolve problems.
*Manage project execution e2e to ensure adherence to scheduled and scope loaded on website.
*Initiate, review, or approve modifications to project plans.
*Monitor or track project milestones and deliverables.
*Perform risk assessments to develop response strategies.
*Resolve billing issues/questions from end user/client.
*Plan, coordinate and implement network change control requests between Network Control personnel and end users, working with all levels of Network services.
*Schedule and facilitate meetings related to information technology projects.
*Develop or update project plans for IT projects including information such as project objectives, technologies, systems, scheduling and staffing requirements
*Call Center support, incoming IVR/VRU phone calls, handle according to office process and SLA
*Utilize Toll Free 8YY Advanced Feature Skills to provide ticket resolution, answer customer inquiry, complaints and escalate accordingly.

Education
Hazelwood East High School
High School, 12 year academics

St Louis Community College at Meramec
Information Technology
AT&T University
Project Management
Volunteering
Life Christian Church
Low Housing Project Ministry

Life Christian Church
Director of Singles Benevolence Ministry & Social Events