Senior Data Analyst at AT&T Global Services
January 2014 - Present | Atlanta, GA
Member of Network Planning and Engineering National Real Estate Administration Systems Management (NP&E NREA)
• Act as Client Project Manager for the development of the Lease Creation Tool, a funded Agile Project which, when implemented, estimates company savings of $180K per month.
• Serve as SME for NREA System Management on PMBOK Project Management and PMI.
Senior Data Analyst at AT&T
June 2013 - January 2014 | Atlanta, GA
Member of the Network Planning and Engineering Operational Excellence Data Quality Management Team Program Management Office (NP&E OE DQM PMO)
The Operations Excellence Data Quality PMO provides the strategy, structure, and governance necessary to standup and operate the AT&T Mobility data quality program, centered on CSSng, the key inventory management tool for AT&T cell sites.
• Established Program Management practices, providing holistic view of projects impacting CSSng, the mobility database of record.
• Developed broad based communication plan for PMO organization, providing visibility to project efforts across the portfolio in a single unified location.
• Developed trial proof of concept Executive Scorecard in SharePoint 2010 and designed input requirements for Business Intelligence team utilizing Data Quality Initiative data from disparate sources.
Senior Data Analyst at AT&T Services
October 2012 - June 2013 | Atlanta, GA
Member of the Network Planning and Engineering Lean Six Sigma Deployment Program Support Staff (NP&E LSS)
The NP&E LSS Business Unit Admin and Program Support Staff are responsible for implementing, improving, supporting and leading the processes, strategies, and tools for the NP&E Lean Six Sigma Program in support of the Business Unit Champion.
• Developed and implemented internal policies and processes resulting in greater then 300% increase in Green Belt Growth Program participation.
• Streamlined executive reports, updated and modernized LSS Program communications plan and optimized executive reporting.
• Microsoft SharePoint 2007 Site Administrator, also assisted in conversion of site to Microsoft SharePoint 2010.
• Developed Microsoft SharePoint LSS Program Dashboard.
Network Process & Quality Manager at AT&T Services
October 2010 - October 2012 | Alpharetta, GA
Responsible for establishing national policies and procedures to ensure successful installation, maintenance, and upgrade of Antenna Solutions such as Distributed Antenna Systems (DAS) at national and market levels.
o Green Belt and Process Owner of successful Six Sigma project focused on developing consistent, national maintenance process for DAS. The project saw cost savings of over $1200 per ticket and a 66% reduction in MTTR.
o Lead formal reconciliation meetings with third party vendors resulting in excess of $100K in cost savings; also achieved an additional $300K in savings through monitoring and re-directing tickets not funded by ASG.
o Developed and implemented automated approval process resulting in excess of 400% reduction in decision time.
Network Force Load Analyst at AT&T Mobility
November 2007 - October 2010 | Atlanta, GA
Managed force to load conditions and direct adjustments in Force ticketing system to ensure a balance between available forces and workload was achieved. Prepared and executed plans designed to meet service objectives and control company costs based on analysis of historical data for trends and weak areas in service delivery.
o Key Contributor in all aspects of the creation and deployment of the AT&T Mobility Network Dispatch Center (NDC) operationally across 28 Markets.
o Developed Load Balance Analyst (LBA) Daily overview, which was implemented across the center to define the LBA role.
o Analyzed pending load conditions and engaged employees in the screening, testing, clearing, dispatching, and closing of customer service requests.
Southeast Region Team Lead at AT&T Mobility
April 2008 - May 2009 | Atlanta, GA
Assisted in the management of SE Region NDC team, while working with other regional team leads to implement best practices and drive company goals.
o Maximized efficiency of technicians by ensuring all same address tickets at a site were loaded, resulting in decreased costs for Mobility.
o Ensured Growth tickets were completed to increase capacity and 3G coverage, assisting in growing the network and increasing customer base.
o Drove SLAs and metrics for customer affecting outages, minimizing downtime and impact to customers, resulting in lower churn.
Field Assist Coordinator at AT&T Mobility
August 2007 - November 2007 | Atlanta, GA
Provided management assistance in defining Field Assist Coordinator position and guided Field Assist team through completion on projects geared toward the implementation of the Mobility Network Dispatch Center (NDC) .
o Key Contributor in all aspects of the creation and deployment of the NDC operationally across 28 markets..
o Developed NDC center-wide Process Job Aide Library, as well as assisting in the development and personally delivering core fundamental training package for all Load Balance Analysts.
o Served as integral part of pre-launch Mobility National Dispatch Center User Acceptance Test Team. This included interpreting Functional Requirement documentation, Functional Design documentation, as well as building and understanding test input and output scenarios between Remedy and FORCE.
Wireless Technician II at AT&T Mobility
December 2005 - August 2007 | Norristown, PA
Shift Lead, responsible for on-site operations of tier one level support center, assisting in management of seven employees and including ownership of customer affecting outages from occurrence to resolution.
o Co-developed and delivered training of streamlined T1 testing process which reduced significant backlog of circuit troubles, as well as decreased mean time to repair for circuit outages.
o Remotely tested and analyzed T1 circuits within the Northeast AT&T Mobility Network utilizing Remedy and NetAnalyst. Interacted with numerous telephone companies and cell site/switch technicians for cooperation to rectify problematic circuits, including use of VTAG tracking system.
o Conducted surveillance of NOKIA GSM cell sites via Unix based NetCool Alarm Software and DOS based Telnet. This included verification of alarms, remote trouble shooting, opening corrective action tickets for inoperative T1 circuits/cell site equipment, and cell site restoration procedures.