An experienced and results-driven professional with 13+ years of expertise in managing complex projects, streamlining workflows, and improving operational efficiency. Highly skilled in cross-functional coordination, risk management, and ensuring that project deliverables are met on time and within budget. Adept at leading teams, managing customer expectations, and solving critical issues with a focus on continuous improvement.
Senior Technical Consulting Engineer
AT&T – Alpharetta, GA
September 2019 – Present
Senior Specialist – IT Telephony Infrastructure Engineering
AT&T – Alpharetta, GA
October 2013 – September 2019
Manager Quality – M&P Process
AT&T – Alpharetta, GA
June 2011 – October 2013
Expertise in handling complex escalations and ensuring timely resolution of issues related to provisioning and service delivery. Played a key role in developing monthly metrics reports that provided actionable insights into team workload and completion rates, improving operational visibility and efficiency. Worked closely with internal teams and customers to resolve service delivery issues and ensure customer needs were met effectively. Led process improvement initiatives to streamline workflows and enhance the team’s ability to handle escalations, collaborating with stakeholders to ensure smooth communication and on-time delivery of products and services.
Expertise in handling complex escalations and ensuring timely resolution of issues related to provisioning and service delivery. Played a key role in developing monthly metrics reports that provided actionable insights into team workload and completion rates, improving operational visibility and efficiency. Worked closely with internal teams and customers to resolve service delivery issues and ensure customer needs were met effectively. Led process improvement initiatives to streamline workflows and enhance the team’s ability to handle escalations, collaborating with stakeholders to ensure smooth communication and on-time delivery of products and services.
Extensive experience managing delayed circuit delivery projects by performing risk analysis, identifying bottlenecks, and implementing process improvements to meet deadlines. Designed and implemented an Excel-based inventory management system to enable real-time tracking, enhancing efficiency and reducing errors. Revived two failing customer projects by coordinating between project management and engineering teams, resolving delays and ensuring successful delivery schedules. Automated provisioning department metrics reporting, reducing manual work by 80%, and improving data accuracy and accessibility, driving greater operational efficiency and customer satisfaction.