Monica R. CarrCharlotte, NC 28216

(917) 282-3459mrcarr48@gmail.com

OBJECTIVE: Business Analyst/Coordinator or Virtual Assistant

EXPERIENCE SUMMARY:

15+ years, Customer Service / Project Coordinator 15 years, Senior / Executive Assistant (Telecommunications Industry) 10 years, Business Analyst (Telecommunications Industry) 5 years, Project Sales Implementation Management

EXPERIENCE PORTFOLIO: 03/13 – present, Order Management Representative / Project CoordinatorTime Warner Cable Business Class, Charlotte, NC

Manage order input to database biller (ICOMS/CSG)/Sales Force, resulting in coordination of activities for installation of national business accounts’ services, including application of stages, statuses, comments to Service Request/Opportunities

Quality assure order / address accuracy, prioritize work orders, ensure cross-functional teams accurately complete tasks, ensure customer deliverables are completed by deadlines (or before), including area manager tasking for construction jobs

Ensures performance compliance for operational metrics (e.g. on-time performance) and contractual obligations (e.g. SLA delivery); coordinate/escalate orders with leads, provisioning, service, delivery, construction, and operations for equipment installation

Coordinate installation for Coax and Fiber services (DIA – Dedicated Internet Access, Metro Ethernet, DOCSIS over Ethernet, MRS (Managed Router Services), Managed Security and Managed WIFI, Hospitality Pro:Idiom – video services) entailing projects for >100 sites (including examples below):o IHG (Six Continents Hotels) – fiber services install, conversions, and upgrades (25+ locations)o New York State Office of Information Technology Services (NYS ITS) – create work orders for new installs for

fiber services (Metro Ethernet) – 200 locations monthly o Banana Republic Project – installed coax services for 300 locations (HSD and static IP), process work orders

for installation o Presbyterian Hospital – installed Hospitality Pro:Idiom services for 5+ locations (cable video services – set-

back boxes HD (high definition); HD Hospitality Video Tier 60-179 rooms)

06/12 – 02/13, Business Service Coordinator UNC Charlotte, ITS/Telecommunication Division, Charlotte, NC

Responsible for application / maintenance of department’s inventory and telephone billing system (Pinnacle), including analysis of charged back activities, and the review and processing of internal and external billing process; assist with special projects (Capital/Renovation) with Information Technology Services Team

Responsible for campus billing, including: processing, reviewing, resolution of questions, and banner feed; produce reconciliation reports for ITS / Financial Services; track open orders with State/Telecom for services (jobs/projects); resolve vendor billing discrepancies correction documentation; managed $1-5M budget projects, achieved project(s) scheduled goals

Create spreadsheets, flow charts, data entry for university’s administrative and department databases (Pinnacle, Banner, 49er Mart, and SAM); track service requests via tracking tools and reporting to customer and department team with updates; initiated process improvement for software via benchmarking through research for application, resulting in easier to read billing details and data

Managed initialization of project upgrade of existing Pinnacle Billing system for CIS department of telecommunication services for internal UNCC departments / external vendors, to increase processing telecommunication bills productivity with consolidated view of charges (phone lines, equipment, voice mail, calling card, work orders)

Carr - 1

Instructed utilization of technology (team learning and e-learning) to 5 to 10 coworkers; facilitated training quarterly; utilized technology e-learning and team learning methodologies

Researched, analyzed and identified upgrade to Pinnacle system, resulting in Associate CIO of IT Planning and Telecom’s approval of system upgrade

05/11 – present, Virtual Assistant Moving by Faith (MBF) Charter and Tour Company, Charlotte, NC

Administrative duties including: data entry, wrote itineraries and correspondence (business letters, memos, contracts); confirmed charter / tour reservations; follow up on quotes / pricing / scheduling bus drivers

01/06 – 05/11, Sales Implementation Manager Verizon Business, Columbia, SC

Managed coordination/installation of voice / data service (Private Internet Provider (IP), Frame Relay, Internet, Private Lines, Integrated Services for Digital Network (ISDN), Toll Free) projects with >100 sites

Developed and implemented monitoring methods and procedures, including project reports and staff conferences (pre-/post-technical support), internal groups (order entry, provisioning, Continuing Professional Education, including: Computer and Peripheral Equipment (CPE), Operations), and third-party client/vendor resources (voice / data equipment vendors, local access providers) for service requests ensuring quality assurance for accuracy and completeness prior to order submission for processing

Collaborated with engineering team on 1- 2 projects per project implementation manager (monthly) for sales team; projects valued at an average of ~500K (a few at ~$1M-$5M) meeting operational metrics (on-time performance) and contractual obligations (Service Level Agreement (SLA) delivery), and to ensure service requests were installed and ready for first bill review

Work in Work Breakdown Structure (WBS) to schedule/update installations; coordinate premier customers (large business accounts to ensure budget constraint)

Coordinate installation for voice and data services (Private Internet Provider [IP], Frame Relay, Ethernet, Integrated Services for Digital Network [ISDN], Toll Free) for projects for >100 sites (examples below):o Robert Communication Network (RCN) – 156 orders for Multiprotocol Label Switching (MPLS) in Canada,

including Ethernet, upgrade to NxDS1; 30 new business accounts to replace Bell Canada circuits, 15 domestic sites (FL)

o CSX Transportation – Frame to PIP conversion Project (~1740 sites – Phase I 800 sites and Phase II 940 sites), 56k IP Circuit with GOLD CAR

o RICOH –PIP Verizon Managed Services Removal project (150 sites) requires removal maintenance on PIP MPLS Network

o LOWES Versapath Removal Project included moving sites (numbers) off T-1 to point to Automatic Number Identification (ANI), Port Speed Upgrade (PSU) disconnects (145 sites)

o FEDEX – upgrade speed for 600 sites Designed custom spreadsheet programs for internal team and clients, tracked service requests / milestones

via Status Pro, NetPro, OBUS, COMS, ORDERPRO tracking tools to deliverables; provided customer / account team with updates / status reports weekly conference calls

Coordinated delivery between internal teams (Verizon provision/operation teams) and external groups (Local Exchange carriers, customer facilities, construction)

Worked with team assigned ~10-12 projects annually (2.5-3 projects quarterly) with a deliverables rate of 90-100% (quarterly); assisted team members to meet project deadlines and milestones

Improved support service level (+20%) and customer service satisfaction (+5%) annually through customer feedback survey; identified customer demand and potential service issues; utilized cost and effect diagrams to identify occurring problems

Coordinated migration implementation for sales team cost reduction initiative, resulting in $10M saving over four years via capital infusion, which expanded small medium client base by 25%

Coordinated installation of ISDN data network integration for Robert Communication Network (RCN) for ~150 sites; coordinated team of 20 technicians/engineers in installation of ISDN

11/99 – 01/06, Executive Assistant to Vice President Verizon Enterprise Solution, New York, NY

Managed/liaised communication for senior executives, directors, administrative staff Prioritized tasks / requests by deadlines; prepared correspondence (weekly/monthly), presentation charts

Carr - 2

and graphs (monthly), confidential reports / financial data, budget, and forecasts correspondence (annually) Coordinated high-level conference calls with President, CEO, Senior VP and Vice President as well as

existing clients / potential clients; board and management meetings, special events; responsible for making/confirming travel arrangements (monthly), for $500-2,000 of travel reservations; reconcile / maintain expense reports and procurement card statements

Answered ~25+ incoming calls from clients and direct report senior managers

01/99 – 11/99, Administrative Assistant / Senior Administrator (Sub-Contractor)Global Technologies Server Rationalization ProjectJonathan Carter Technologies, Inc., New York, NY

Supported the international financial banking and brokerage’s Project Manager and Lead Engineers for three work sites in the New York City metropolitan area

Responsible for tracking / reporting 6,000 users’ desktop environments via database Submitted weekly updated reports to Director of Global Technology and incorporated improvement

suggestions for IT operations, policies, and procedures for meetings with director of global technology on metrics (users migrated successfully, scheduled client migrations, incorporated IT operations, policies and procedures, and proposals on future upgrade sites

Created / implemented filing system procedures to organize client documentation Managed migration of ~6,000 users for Global Technology Server Rationalization project

FORMAL EDUCATION:

2004, Associate of Science, Business Administration, American Intercontinental University, GPA: 4.0; Courses: Business, Financial Management, Environment Science, Management Information System, Presentation Essentials, Principle of Marketing, Microeconomics, Legal and Ethical Environment of Business, Principle of Accounting

CAREER TRAINING / CERTIFICATIONS:

2015, Resource Management in Project 2013, Time Warner Cable Business Class (TWC+YOU University) 2016, Ethernet over DOCSIS, Time Warner Cable Business Class (TWC+YOU University) 2016, Hospitality Services, Time Warner Cable Business Class (TWC+YOU University) 2015, Complex Fiber Services: DIA Service - Business Class Fiber Technician, Time Warner Cable Business Class

(TWC+YOU University) 2015, Ethernet Service Overview –Product Services, Time Warner Cable Business Class (TWC+YOU University) 2014, New Project and Design; A Managers Guide to PM, Time Warner Cable Business Class (TWC+YOU University) 2014, Project Management Fundamentals, Time Warner Cable Business Class (TWC+YOU University) 2014, Carrier Services (Cell Tower Services), Time Warner Cable Business Class (TWC+YOU University) 2013, Certification, Order Management Representative, Verizon Training Center 2008, Project Management and PBOK Mythology (Operational Guidelines: Planning Phase: Executing Phase), Verizon

Training Center 2004, ITIL v.3 Foundation Certification, Loyalist Certification Services

HARDWARE / SOFTWARE / TECHNICAL / COMPUTER:

Customer Order Management System (COMS) Integrated Communication Operations Management

System, Corporate Enterprise Solution Group (ICOMS/CSG)

Microsoft Office: Word, Excel, PowerPoint, Outlook, Microsoft Project

NetPro – Network Provisioning System

OBUS (system to view ANI info, calling cards, local service access via hummingbird)

Order Pro (order entry system to create orders) Sales Force StatusPro (web based integration reporting / order

tracking tools, process, milestones and notes from provisioning)

RECOGNITION / AWARDS / COMMUNITY:

2015, Process Improvement Award, First Harrison Bank Project, Time Warner Cable 2013 – present, Volunteer, Time Warner Cable Connects, Charlotte, NC 2013 – present, Volunteer, Dress for Success, Charlotte, NC 2013 – present, Volunteer, Shelter Breakfast at Salvation Army Center, Charlotte, NC

KEY & TRANSFERABLE SKILL WORDS: Accounting, administrative, analysis, benchmarking, billing, budget, Business Analyst, Business Coordinator, clients, Communication, compliance, Coordinator, correspondence, customer service, data / database, deadlines, deliverables / delivery, documentation, e-learning, Enterprise Management, equipment, Executive Assistant, expense, forecasts, Hospitality, implementation, integration, Internet, inventory, Management / manager, metrics, migration, milestones, monitoring, operations, Order Management, ORDERPRO, performance, Pinnacle, Planning, Presentation, procedures, processing, procurement, Program management, Project Coordinator, Project Management, proposals, Quality Assurance, reconciliation, reporting / reports,

Carr - 3

research, Sales Implementation, scheduling, software, support, team, telecommunication, tracking, training, vendors, Virtual Assistant

Carr - 4