Experienced Operations Analyst with over 13 years of experience in process improvement, data analysis, and operational efficiency. Proven ability to analyze complex data sets, identify trends, and develop actionable insights to improve business operations. Adept at streamlining processes, improving workflow, and enhancing productivity across multiple departments. Skilled in cross-functional collaboration, reporting, and developing strategies to resolve operational challenges. Expertise in creating and maintaining performance metrics, managing data analysis, and supporting management in decision-making processes to optimize business outcomes.
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
Successfully coordinated the installation of high-speed Ethernet circuits (up to 10 GB) by collaborating with internal teams and external stakeholders to ensure smooth delivery. Led presales and ordering processes, aligning project timelines and technical requirements with customer needs. Demonstrated proficiency in process improvement, reducing service delivery times by 20% for critical accounts. Skilled in managing escalations for MACD orders and circuit disconnects, ensuring timely resolutions and fostering high levels of customer satisfaction through clear communication and proactive issue resolution.
Played a pivotal role in managing escalations within the ordering group, ensuring timely issue resolution and effective service delivery. Developed and presented monthly metrics reports, offering actionable insights to enhance operational efficiency and team performance. Successfully led process improvement initiatives by streamlining workflows and delivering targeted training to improve escalation handling. Proven ability to collaborate across departments and with customers, ensuring smooth communication and on-time delivery of products and services aligned with organizational goals.
Expert in managing delayed circuit delivery projects by conducting risk analysis, identifying bottlenecks, and implementing process improvements to meet critical deadlines. Designed and implemented an Excel-based inventory management system, enabling real-time stock tracking and enhancing operational efficiency. Successfully revived failing customer projects by facilitating collaboration between project management and engineering teams to resolve delays and achieve delivery schedules. Automated metrics reporting for the provisioning department, reducing manual efforts by 80% while improving data accuracy and accessibility.